Consumer complaint received 2025-04-04 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: NC

Complaint narrative:
I received our first call from Barclay 's Security team on XXXX XXXX about suspicious activity on our account. I advised that the purchase was not ours and for it to be reported as fraudulent and to stop all future purchases since we no longer use this card. I also explained that we no longer carry this card and only left the account open because we didn't want to lose the XXXX flyer miles we had accumulated. The last time we used the card was in XX/XX/XXXX when we paid our {$99.00} annual fee. Since that call the fraudulent activity has continued even though we have asked to block all future transactions and we have now received XXXX new cards. I have not activated any of these cards so the perpetrator has access to Barclays system or has someone at Barclays working with them. We don't use the online account but I tried to sign in and realized someone had changed my password. When I tried to reset the password a code has to be sent to your email address for security. I did not receive the code so realized my email address had also been changed, so he must also have my social security number as well. He has also been able to change my verbal password, which was added in the XX/XX/XXXX call as an extra level of security. This information would not be in any other data base, so again he must have access to Barclay 's system. On XX/XX/XXXX I called to check on the status of the fraud investigation and was told I needed to send copies of my drivers license, social security card and a utility bill for proof of identity. I mailed this information by certified mail on XX/XX/XXXX along with a letter recapping the situation and it was picked up by Barclays on XX/XX/XXXX. I never heard back so I called to follow up on XX/XX/XXXX. XXXX in the XXXX  fraud department advised that the social security card was blurred and requested a copy of my XXXX tax form, even though I could easily read everything on the card. I mailed the XXXX on XX/XX/XXXX and it was picked up by Barclays on XX/XX/XXXX. I called on XX/XX/XXXX to follow up but was told they had not received anything and advised that I call back the next week. I called back on XX/XX/XXXX and spent an hour on the phone with XXXX different reps from the call center. I was advised that they had not received any of the documents, not even the drivers license and utility bill that XXXX had confirmed to have been received and approved. I was not able to get the call center to transfer me to XXXX, so I requested a call from their supervisor, which I received the next day. I walked her through everything that had happened but she said they would need the documentation, and also advised that the balance was now over {$10000.00}. All of this would be fraudulent as we have not used the card since XXXX of XXXX. 
The last statement we had received was in XXXX of XXXX until XX/XX/XXXX. This statement showed a balance of {$4500.00} thru XX/XX/XXXX, so I mailed a Written Letter of Dispute by certified mail on XX/XX/XXXX which Barclays picked up on XX/XX/XXXX. In this letter I addressed each transaction and noted that they were all in XXXX. I have never been to XXXX and don't know anyone there. There were XXXX different transactions with XXXX XXXX that made up the bulk of the balance so I called XXXX XXXX to see if I could block any future transactions against my account since Barclay 's was unwilling to do anything. Unfortunately they needed the XXXX for each transaction and since I didn't make the transfer I had no record of any information other than that on the statement from Barclays. So on XX/XX/XXXX I mailed Barclays a recap of everything that had transpired, with a request for them to contact XXXX XXXX. I also included all the documentation they had requested again, along with the XXXX XXXX of Dispute, as well as Dispute Forms I found on line and completed for each transaction. I sent this by XXXX Mail to the XXXX XXXX XXXX fraud team provided and to the Billing Disputes XXXX XXXX XXXX on the statement. These were delivered on XX/XX/XXXX and XX/XX/XXXX. 
I followed up on XX/XX/XXXX but can no longer get in touch with anyone except for the call center. In fact my phone number has now been changed in their system so I can't get them to discuss anything with me. All phone numbers I had now go directly to the call center, but they will not discuss my account with me and continue to deny having the requested documents. I called again XX/XX/XXXX but was disconnected. The pattern now is to put me on hold for about XXXX minutes and then disconnect me. 
I really don't know what to do at this point, so I have filed a report with the FTC and they advised me to file this report with Consumer Finance. I will be filing a police report when I get the information that the FTC is sending.

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