Consumer complaint received 2024-09-27 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BARCLAYS BANK DELAWARE
State: NH

Complaint narrative:
In XXXX of XXXX, my Barclays Credit Card ( XXXX ) was compromised for a total amount of {$640.00}. A scammer pretending to be XXXX made XXXX erroneous charges of {$49.00}, that I did not authorize or agree to. I reported this activity to Barclays Fraud Department within a day of them taking place as I learned of them on XX/XX/2024. Barclays Fraud Department investigated for 42 days and I received several claim denial letters on XX/XX/2024 that were dated for XX/XX/2024. When I spoke to Barclays Fraud about the claim denials, only then ( 56 days later ) did they tell me that I filed my claim with the wrong department and that I had to file a dispute with Barclays Disputes. I filed a claim with Barclays Disputes on XX/XX/2024 for all 13 transactions and received letters dated XX/XX/2024 confirming my new dispute ( XXXX ). These claims were again denied in XXXX of XXXX  as the claims department then told me that I needed to dispute these transactions with fraud. Barclays Bank was passing my claims back and forth between fraud and disputes, until finally fraud officially told me that these claims needed to be with disputes and that they would not investigate further. Following this second denial, I then partnered with XXXX, my identity theft protection company, to have them assist me with my fraud event and with their help we provided Barclays Bank Disputes department with a complete claims kits that supported my claim for fraud. We spoke to Barclays on XX/XX/2024 and requested that the original claim be re-opened and re-investigated utilizing the documents that were sent to them by XXXX throughout their investigation. Yesterday, XX/XX/2024, I received claim denial letters yet again from Barclays Bank advising that " too much time has elapsed since the transactions have taken place ''. This is untrue as I reported everything to Barclays Fraud AND Barclays Disputes within 56 days of the transactions taking place. Barclays Fraud Department did not do their due diligence in advising me of where my claim was " supposed to go '' and instead waited 42 days to tell me anything. I reported it to Barclays Disputes as soon as I knew I was supposed to and I supplied them with all the documents I could to support my claim for fraud, including a report I filed with the Federal Trade Commission ( Report # XXXX ). Barclays has not handled my cases appropriately and I am requesting that this be investigated and resolved in my favor. Again, I did not authorize these transactions and Barclays had failed to accurately advise me the proper way to dispute these transactions. Barclays XXXX Bank transactions reporting timeframe is 60 days and I reported all transactions within 56 days.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief