Consumer complaint received 2024-02-20 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: IL

Complaint narrative:
On XX/XX/year>, I promptly notified Barclays Bank of Delaware about unauthorized charges on my Frontier Airlines account. Despite reporting these fraudulent transactions and initiating an investigation, the resolution process has been wholly inadequate. I would like to draw attention to several critical points regarding the inefficiencies and negligence in addressing this matter : 1. Lack of thorough investigation : Barclays was informed that unauthorized charges appeared on my credit card statement, specifically from Uber, which I had not authorized. The charges were linked to rides in the XXXX XXXX, not ordered by me, and not linked to my Uber account. Although I specifically requested Barclays to obtain a copy of my Uber account to cross-verify and dispute any rides not associated with my account, no such investigation was conducted. Instead, Barclays sent me a letter dated XX/XX/year> addressing only a small fraction of the disputed charges and stated, We have determined the activity is valid based on your previous purchase history with the merchant. I contacted Barclays and provided evidence that while I do visit the XXXX XXXX, I was not in the country at the time that many of these charges were made and that if I had ordered the rides, the rides, and charges would be linked to my Uber account. For example, I provided Barclays a copy of the tracking information of my passport showing that my passport was sent to the US Department of State for renewal on XX/XX/year>, specifically drawing their attention to charges on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX from Uber for rides in the XXXX XXXX. I explained that I was in the US and without a valid passport as proof that these charges were not mine and again requested that Barclays obtain a copy of my Uber account and ask Uber to provide information about the account that initiated these rides in the XXXX XXXX. 
2. Inadequate response and failure to provide evidence : Barclays did not investigate this matter. To my knowledge, they have not contacted the merchant, Uber, to obtain a copy of my account which would show that these charges were not made or authorized by me. Additionally, Barclays has not provided me with information regarding the investigation or any evidence obtained in the investigation which led them to determine that these charges are valid. 
3. Discrepancies in account management : When I reported the charges on XX/XX/year>, I was told a credit would be placed on my account for these charges and an investigation would be conducted to determine where the unauthorized charges came from. My credit card was in my possession ( it was not lost or stolen ) so the account had to be cancelled. Despite canceling my credit card and receiving a replacement card ( which I never activated ) an automatic debit from my checking was made on XX/XX/XXXX for {$720.00}. I immediately called Barclays to report that the auto debit was withdrawn in error as Barclays informed me that they were placing a credit on my account for the fraudulent charges pending this investigation. The customer service agent I spoke to advised they would be sending me a refund check for the auto-debit withdrawal and that I would receive the check within 7-10 business days. After 2 weeks, I had not received the reimbursement check, so I contacted customer service again. At this time, I was advised a check was not mailed. Additionally, my account balance showed my account was past due for {$720.00} ( the statement balance which was debited from my bank account on XX/XX/XXXX ) The agent advised this was an accounting error on Barclays and that my account would reflect the payment and the late fees would be removed. I again asked when they would be issuing the refund check for the fraudulent charges that was auto-debited on XX/XX/XXXX and again was told that I would receive a check in 7-10 days. Barclays never issued the refund check ; they did not fix the late fees or the interest charges on my account but instead determined all the charges to be valid without conducting any investigation into this matter. The failure to rectify these errors in the balance and the recurring portrayal of my account as past due has been a consistent and concerning issue and it is having a negative impact on my credit score. 
4. Refund and resolution : Although Barclays acknowledged an erroneous auto debit and promised a refund, to date, no reimbursement has been issued. Moreover, there has been a lack of transparency in sharing the merchant 's response, necessary evidence, or the investigative process. 
5. Non-compliance with federal consumer protection laws : I must emphasize that as a consumer, I am entitled to protection under federal credit card fraud laws, particularly the Fair Credit Billing Act. It mandates a 90-day period for investigating and providing a written explanation detailing the supporting evidence of why I am responsible for contested charges. This regulation has not been adhered to by Barclays. 
6. I have provided documented proof, such as the USPS tracking information of my passport, a photograph of the envelope mailed to the Department of State, and my Uber account history, all of which unequivocally confirm my claims of non-authorization and account discrepancies. I must highlight my frustration in the repeated lack of adequate customer service support and the continuous disregard for a comprehensive investigation into this matter. This ongoing negligence has led to financial implications as Barclays is showing my account as past due, they are charging interest and late fees on an erroneous balance that was paid in full on XX/XX/XXXX, and it is having an adverse impact on my credit score. 
This letter serves as a formal notice that in parallel to my communication with Barclays, I have reported this matter to XXXX, XXXX, and XXXX credit bureaus. I have provided the bureaus with comprehensive evidence to support my claims and actions. Additionally, I have requested a police report in an attempt to obtain the account holder 's information of who requested the rides and paid for the Uber services with my credit card as Barclays has failed to do so. 
It is imperative that Barclays Bank of Delaware  promptly conducts a thorough and fair investigation into the unauthorized charges, reimburse me for the charges that were debited from my checking account, and rectify the account discrepancies, including the removal of late fees and removal of the past due notices from my credit report including restoring my credit score. I provided Barclays with the following information and received no response : Document 1 : Account Statement XXXX Document 2 : Account Statement XXXX Document 3 : Account Statement XXXX Document 4 : Screenshot of auto debit withdrawal from my checking account on XX/XX/year> for {$720.00} for the statement balance. 
Document 5 : USPS Tracking Information of Passport ( proof that I was not in the XXXX XXXX ) Document 6 : Photograph of Mailed Envelope containing passport mailed on XX/XX/year> ) Document 7 : Uber Account History showing that the disputed charges are not listed in my Uber account. 
Document 8 : Phone Call Screen Shot ( XXXX ) showing the duration of the call to customer service. 
Document 9 : Phone Call Screen Shot ( XXXX ) showing the duration of the call to customer service. 

Despite hours on the phone with customer service and evidence supporting these charges were not made with my Uber account, Barclays has not responded nor have they corrected their accounting error to reflect that I closed the account on XXXX the balance was paid in full on XX/XX/year> - and there should be no interest or late fees given the balance was paid in full and the account was closed, but they continue to compound interest and late fees monthly.

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