Consumer complaint received 2025-09-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Getting a credit card — Card opened without my consent or knowledge
Company: BARCLAYS BANK DELAWARE
State: IN

Complaint narrative:
In XX/XX/XXXX, I received an email notifying me of a balance due on a Barclays XXXX XXXX. I did not open or apply for this card or this account. I had not received any card in the mail, nor had I authorized any card or account. 
I immediately contacted Barclays to report this fraudulent account. I was told over the phone by a Barclays representative that the account did look suspicious because the card had never been activated. I was told the charges would be removed and the account would be closed and that I needed to contact the fraud department to start an investigation. 
I immediately contacted the fraud department, even though no one could transfer me, but rather I had to hang up and call a different number. I was told that an investigation would be opened. I also contacted XXXX of the credit bureaus to report the fraud and put a freeze on my credit. I also reported the identity theft to the Federal Trade commission. That letter is attached. 
I received a letter from Barclays on XX/XX/XXXX. The letter, dated XX/XX/XXXX, stated that the investigation was complete and the account in question was deemed valid. I immediately called Barclays again, stating my frustration with the investigation and the complete lack of transparency with the process. I was then informed that the account was not closed, which is in direct conflict with what I was told in my initial conversation in XXXX. I then had to be transferred multiple times to demand that the account be closed, and the investigation be re-opened. I also requested that all fraudulent charges and fees be voided. 
Upon the conclusion of this XX/XX/XXXX conversation, I initiated a complaint with the Consumer Financial Protection Bureau ( XXXX ) and will continue to initiate a complaint with the XXXX until this matter is resolved to my satisfaction. 
Attached is a letter addressed to me from XXXX XXXX XXXX informing me of a data security incident of unauthorized access to their network. This letter provides proof that my data was compromised and therefore illustrates the validity for the claim of identify theft which has led to this fraudulent account. I have been fully transparent and truthful in my claim of this fraudulent account. 
Barclays has been fully negligent in their lack of transparency throughout this process. At no time was I notified regarding the investigation, including the steps taken in the investigation, how the investigation was initiated and processed, and how the conclusion was reached. As the primary stakeholder in this investigation and the victim of identify theft, it is within my rights to be informed of all steps in the process and how the investigation is handled. 
I expect a member of the fraud department to reach out to me both by phone and in writing to outline all the steps that are included in a fraud investigation and the findings throughout the investigation. Should a member of the fraud investigation team need additional information from me, they are encouraged to contact me as I want my fraud claim to be validated. 
Should this investigation not be fully transparent with me, the primary stakeholder and victim of identity theft, I will initiate another complaint to the CFPB. The customer service of Barclays and all its subsidiaries have quite honestly, been subpar. The only person who has reached out to me personally is XXXX, from the XXXX XXXX XXXX Barclays. While professional and courteous, she was not able to help me with the fraud claim or its investigation. 
I have never received any documentation, written or otherwise confirming the closure of said fraudulent account and I have never received any documentation regarding any charges or fees nor their origin or confirmation of their cancellation.

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