Consumer complaint received 2026-03-03 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: MD

Complaint narrative:
Good Afternoon, I have been communication with my credit card company since XX/XX/XXXX, over a year now, regarding fraudulent XXXX charges posted to my credit card on the XXXX and XX/XX/XXXX statements. XXXX XXXXPLEASE SEE ATTACHMENT FOR A DETAILED LIST OF DATES and COMMUNICATIONS, When I contacted the fraud department, they researched the charges, identified that they were fraud and agreed to reverse all charges within 3 months. They sent a follow-up letter confirming the result of the investigation and that I was not responsible. By XX/XX/XXXX, they had only reversed {$2500.00} of the total {$11000.00} of fraud charges so I began to document my communications on the matter. Over XXXX, I followed up periodically by phone and received the same response -- -the charges would be reversed. When I followed up in XXXX because there was no movement, I was told to fax all documentation, which I did on XX/XX/XXXXXXXX at a cost to me of almost {$200.00} ( fax was XXXX. XXXX pages of documentation which included all affected monthly statements, highlighted transactions that had not been credited, and a spreadsheet listing fraudulent charges amounts each month and corrections made each month, and a summary letter outlining all communication and what the representatives said would happen as a result ). -- -I have the FAX transmittal receipts showing the FAXes were successfully transmitted, and also received verification from the Customer Representative that they had the FAXes " in hand ''. I have followed up several additional times since XX/XX/XXXX. On XX/XX/XXXX ( apx. ) I spoke to a representative who told me the charges would be reversed in 10 days. When I returned from XXXX XXXX in XXXX, I was told that there would be no reversals because it was determined the charges were not fraud and that they were my responsibility. I have asked to speak to management several times but was told no managers were available. I was given a FAX number to fax my concerns. I did that as well. I still have not been contacted by management. I consulted with As the Lawyer type service and they recommended filing a Consumer Complaint as the most expedient process since I have detailed documentation of my ongoing interactions with the company -- -when I called, and in many cases who I spoke to, and what they said the outcome would be. Over the course of time I have been given 2 case numbers because someone closed the first case without following through to make all the reversals. The second case number was opened in XX/XX/XXXXXXXX because the last representative told me the case was closed. Also, during each conversation, I was given the standard " this message is being recorded for quality control purposes ''. This is a good thing because those recordings will affirm everything that I have stated here. At this point, I am completely frustrated because the company has made the process very convoluted -- -I can never speak to the same representative I spoke to on the previous communication ; I was never allowed to speak to a Manager ( e.g. get the situation escalated ) ; I was repeated given conflicted information on which phone number to call and which Department to talk to ( e.g. ping-ponged between the same Departments ) ; the charges were confirmed fraudulent and I was repeated told they would be reversed within 90 days/3 billing cycles ; I even had 1 presentative tell me that she had to reverse the charges XXXX and that was a lot of work -- -clearly she meant that as the charges were not reversed and the case was marked closed. I feel the company certainly did not do their due diligence regarding my issue, they demonstrated that they do not have very good quality control procedures -- -you would think if a card holder was repeatedly calling on the same matter that would prompt some kind of internal review on the matter and ALL the employees that contributed to the ineffective closure of the issue. Thank you very much for your attention to this matterXXXX XXXX XXXX.

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