Consumer complaint received 2025-11-03 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: NJ

Complaint narrative:
b'Barclay Cc XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Via Mail: Barclays Bank Fraud Investigations Dept- Reassertion Request XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Attn: Fraud Investigations Dept. - put first, last, address, phone # and act ID which is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX contact: XXXX XXXX XXXX XXXXrder coordinator - email - XXXX OrdeXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Was a digital signature XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  spoke with Dispute dept for 3rd time- stated that the dispute was not still resolved. Said they would reopen the case and suggested I fax over time stamp video footage of the front stoop as per XXXX stating they had package signed for. I faxed the time stamp video footage on XXXX XXXX XXXX along with a note referencing the Act ID and what was being attached as per instructed by dispute dept. Then on XXXX XXXX XXXX XXXX I called the dispute dept for fourth time bc I record a text msg stating my act was past due. Never did I get any email or mail or phone call since my fax to them on XXXX so Im furious and advised the dispute dept that if my credit was now being affected bc of this that I would have my lawyer now get involved. They transferred me over to a XXXX XXXX  whose Operator ID# is XXXX She was not allowed to give her last name. I explained the situation again to her and was put on hold for another 5 minutes while she reviewed the case and notes they had and look to see who reviewed the fax that I had sent on XXXX XXXX XXXX XXXXhe says after reviewing the notes that the researcher still declined. She said she a supervisor will call me within 24-48 hrsXXXX XXXX XXXX XXXX XXXX XXXX  - from fraud dept again - advised I never got a call from a supervisor. XXXX  said rest assured that he would handle the fraudulent charges. He proceeded to not only tell me he was the handling the one charge (not the case as there are 2) I had corrected him to include both charges but he also could not give me an answer as to why the supervisor has not called me and could not understand why I wanted to speak with a supervisor. This gentlemen put me on hold several times and was clear he did not know what he was doing. I asked again to speak with a supervisor but none was given access to. XXXX  just transferred me to XXXX XXXX  whose Operator ID iXXXX XXXXXXXX XXXX said he was not a supervisor. I asked him to transfer me to a supervisor just like I had asked and been out on hold with XXXX for several minutesXXXX XXXX  said he would transfer me to a supervisor and put me on hold. It is now XXXX and I have yet to speak with a supervisor and nothing has been accomplished this entire phone call thus far. XXXX  gets back on the line and first says, there isnt a supervisor available at the moment but that he will place me in a que and the next supervisor available will pick up. 5 min later XXXX gets back on line and says no supervisors are available and that they will call me back within 24-48 hrs and that yesterday was a bank holiday and is why I havent gotten a call back still. He said I should hear from a supervisor in the next 24 hrs. Meanwhile I then asked why Im getting collection calls from Barclays when this matter is fraud and under investigation. XXXX  could not answer the question - just said that those calls will continue as they are not in there same scope of work. I said that doesnt make sense as its the same company - why cant you have account marked to show these charges are not valid and to have collection calls stop? No answer that made any sense was still given. We terminated the call at XXXX XXXX XXXX  I had a vmail from a XXXX  from Barclays and she stated she was a sr act mgr and that she had an update on my fraud claim and to call back the XXXX XXXX  did not leave an extension or last name. When I called back, I had to explain why I was calling several times and finally the agent who answered my call was finally able to get a supervisor on the line. XXXX whom is a supervisor joined the call and asked me to be out back on hold while she reviewed the notes on my account. XXXX then put me on line with a XXXX this time who identified herself as a sr manager in the investigations departmentXXXX XXXX then asked to be put on hold while she then also reviewed the notes on the account. We are currently 50 minutes into this call at moment! After being on hold for 62 minutes, the call was dropped by Barclays and never did speak with XXXX  after being on hold after she had time to review the account. XXXX XXXX XXXX the sr act mgr never called me back yesterday after dropping our call after being on hold for several minutes. I called back the disputes dept today at XXXX. The rep transferred me to a Desiree in fraud department. She says the recent update was that the merchant sent them back proof again that the charges were in fact legit and mine. They claim I died this same credit card for purchases to same address back in XXXX however I advised XXXX that I never even had this card in XXXX so thats not accurate either. I advised her I never used this card and that again it was stolen out of my car after bringing the car into the dealership. XXXX  spent time researching all the notes and the recent communications from the merchant again. She notated the account about the fact that I did not have this card open in XXXX  I also asked her to check the notes to see the camera footage time stamped photo I sent them the same time the XXXX is stating a package was delivered and signed for. Desiree stated on XXXX XXXX and XXXX XXXX  they had new evidence sent in the XXXX  digital signature was sufficient enough even though it was a swiggly line. She updated all notes to reflect the photo footage and my explanation and stated that she felt Ive gone way above and beyond the majority of card members when disputing a fraudulent claim like this and feels they should definitely overturn this. Said the merchant proof given shouldnt even be considered as its not adding up either. Told me to check my acct online under documents for updates to the investigation. Also, last night I told her I ended up making a XXXX payment as I was getting bombarded with collection calls from them as my payment was past due.. when this gets overturned, she said they will refund that payment. Call ended at XXXX XXXX XXXX  - called fraud dept again as I received notice that claim was denied again. They stated to send in video footage with time stamp for when XXXX states the package was signed and handed off at home. I stated I sent that in via fax on XXXX  and also asked the last agent I spoke with on XXXX XXXXo please be sure they have that attachment. The agent today said that the investigations dept is still requesting that time stamp photo and they can not locate the one I have faxed on XXXX Advised I will fax again today and confirmed with agent the fax # with the agent today named XXXX XXXX XXXX XXXX  - sent another fax with letter and camera time stamp photo to Barclays - XXXX XXXX XXXX from Fraud investigations reviewed act to see that they received my fax from XXXX XXXX XXXX XXXXis Operator ID is XXXX XXXX  confirmed they received my fax with the video footage. I asked the status and he said the case was still open. He said no other info to report at this time. Said he would notate account and that the case needs to be decided within 30 days of the new case opened which was on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXeceived notice that the most recent dispute was rejectedXXXX XXXX  - mailed certified letter to formally request dispute balance be updated to zero and sent all supporting docs from my last two faxes with proof of signature info and the photo time stamped. Advised in letter next step is to file with CFPBXXXX XXXX  Called dispute dept and they looked up my letters and advised me to call the fraud dept for update. XXXX XXXX XXXX XXXX  Called fraud customer security XXXX XXXX  was the representative I spoke with. After explaining my reasons for calling today to two people including XXXX she advised she needed to still transfer me over to another rep as she only handles cases for new fraud and last rep did not understand my reason for calling. Before she transferred me, I asked if there was a new case # and she said no there was not.. she then transferred me over to the fraud investigation dept which I thought I was already talking to but again, XXXX only handles new fraud cases. The new rep I was transferred to now is named XXXX I asked to confirm they received my certified letter and documents that supported the fraud case/claim. They received my documents on XXXX XXXX. Said the docs are still being reviewed and that a new case needed to still be created. XXXX  stated he was now creating a new case # which is XXXX. Will be reviewed within 30 days and will let me know via mail and or phone call. A min payment is still required to avoid neg credit reporting however he confirmed if the decision is made that the charges are fraud that any payments made will be returned to me. XXXX XXXX I got a text from Barclays stating to call if I need help with making my payment. So apparently the dispute case was not resolved once again in my favor. I contacted the dispute department to again try and speak with a supervisor who could likely not still help me resolve this ongoing matter. As suspected, the woman I spoke with was not able to pull up the case # given to me by Barclays back on XXXX She told me to call back The dispute department # is XXXX XXXX  Called dispute line and gave them last case # XXXX XXXX they put on hold to review notes - I confirmed with the representative that they received my camera video footage and, falsified XXXX  signature that I mailed them certified mail back on XXXX XXXX  from fraud disputes advised that he could not see anything on the case#, I need to know speak with someone from fraud investigations - this was the number to call - said I will need the 16 digit act# XXXX XXXXXXXXThis matter remains unresolved, and I am formally reiterating that fraud was committed on my account. Regardless of what the merchants system reflects about previous legitimate purchases, that has no bearing on this specific unauthorized transaction. My personal information, credit card details, and/or online credentials were clearly compromised. To support my position, Ive provided live security camera footage from the exact date and time they claim a package was delivered. The footage confirms that no XXXX delivery or signature ever occurred at my address. Ive also requested: XXXX GPS tracking data to prove whether a truck was even at my property,  A copy of the delivery signature, which I received as nothing more than an unreadable scribble, and  Proof of the IP address used to place the order, to confirm it wasnt from me or my household. None of these have been produced with credible evidence linking this purchase to me. Ive explained that when I do sign for legitimate deliveries, I always sign upside down  a personal method to prevent forgery. The alleged signature does not match that. This has turned into a baseless back-and-forth with no verifiable proof that I authorized or received this purchase. Its unreasonable that I must keep fighting to defend myself against an obviously fraudulent charge. If Barclays fails to resolve this properly, I will pursue formal legal action and file complaints with the appropriate consumer protection agencies. I refuse to pay for something that was never mine.'

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