Consumer complaint received 2024-09-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: BARCLAYS BANK DELAWARE
State: NJ

Complaint narrative:
While traveling from XXXX XXXX NJ to XXXX XXXX on XX/XX/year> my wallet was pickpocket from me. My drivers license, multiple credit cards, debit card and health care card were stolen in addition to US dollars. I within minutes realized I was pickpocketed and immediately began notifying my credit card institutions. One card ( Barclays ) showed activity of 2 cash advances {$610.00} and XXXX along with fees however when speaking with Barclay on the phone it was stated it was attempted but declined however charges are showing currently on my card along with late fees. Barclay action was to lock use of card when reported and new card was issued and sent to my home address. I called Barclays dozens of times but they indicated that all fraudulent activities remain on the card for 1-2 billing cycles even if the charge was not processed until the investigation is closed and to wait and that it would be resolved. I have a fraudulent bill as I indicated but was being asked to also pay the bill however I waited for the investigation to complete. It resulted in my excellent credit rating downgrade due to negative hit from past due bill since the credit card company would not suspend the charge while investigation was ongoing. 

On XX/XX/year> as I learned how to protect myself from fraud/identity protection I filed an identity theft report with the Federal Trade Commission ( FTC ) to report the incident and protect myself from identity theft should something arise in the future. I mailed the FTC letter to Barclays mailing address per the guidance from the FTC. 

On XX/XX/year> after I pleaded with Barclays to provide me something in writing they did provide me a letter. This was the first letter in writing I received from Barclays acknowledgment of investigation after calling and reporting fraud and my card stolen on XX/XX/year>. 

On XX/XX/year> I called Barclays because I was really concerned about the charges and the fact that the 2 billing cycles have now passed and status to close this investigation was still not showing complete. The investigation department notified me that the charges were never noted as fraud and that was in error on Barclay and that they were filing an internal investigation on this incident. Following the call the charges moved to a not due state and I no longer had bill due. 

On XX/XX/year> I received another letter from Barclays indicating the investigation complete and I am not responsible for the charges. 

On XX/XX/year> I received another letter from Barclays saying the charges were being reapplied due to the said card in possession and chip used. I did report the card stolen in a phone call to the credit card company minutes after theft had occurred card was canceled and new card issued on the same day. Barclays knew that the card was stolen ( in another country ) and processed but no acknowledgement of theft from Barclay. Barclays is not working with me in good faith now nor has been helpful at all during the process since XX/XX/year> On XX/XX/year> I called Barclays asking questions about letter received and they said the card was physically used so your liable for the charges. I said it sure was used because it was stolen and I told you that back on XX/XX/year> when it happened. They asked if I filed a police report and I said no because I was in XXXX but I did file a FTC report and mailed a copy that Barclay should have on file. I was then placed on a long hold to then being told the investigation was being reopened. I was asked to provide the FTC report as they did not have a copy. The report was sent fax and I have fax receipt for evidence. 

On XX/XX/year> I have conceded to Barclay and paid the minimum amount of {$140.00} while the investigation is ongoing for another 2 billing cycles. I am really worried about my credit rating now and this is not my fault.

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 explanation