Barclays issues message to all customers over card fraud activity

A customer was left unable to access their funds after receiving fraud alerts on two cards

Barclays has advised customers to perform a basic check after a customer reported fraudulent activity on two of their bank cards. The customer had previously contacted the bank due to difficulties accessing their funds following the fraud alerts.

They explained that they had had to cancel their card owing to suspected fraudulent activity but they had further problems. In a message to Barclays over X, they wrote: "I've been sent a replacement but currently waiting on delivery. In the Barclays app, there's a digital version of the new card but it's being declined for payments and I've received a text of more fraudulent activity on this new card, apparently.

"I can't reply "N" to the text because the one payment isn't mine but the others are. What do I do as I need to pay for travel to and from work today? I can't withdraw cash as I have no card and I can't use the digital form." The bank suggested the customer send them a direct message to assist with their query.

Asked what customers should do in such a situation, a spokesperson responded: "The general advice on this situation would be to call the bank to speak to an agent to understand why blocks on card(s) are happening and help the customer resolve that. Sometimes, it could be as simple as confirming whether suspicious usage on the customer card/bank account is genuine or fraudulent."

Barclays also said that they employ multi-layered security systems in their fight against fraud, including a unique transaction profiling system for each customer. They utilise fraud detection and machine learning systems to identify suspicious payments, with additional checks implemented if a transaction is considered risky.

Customers are urged to conduct thorough research before making any payments to ensure the authenticity of the company or website. A bounced back payment could indicate a closed account suspected of fraudulent activity.

Barclays may occasionally question a customer's reason for a transfer. Customers are advised to provide the accurate reason for the payment, as anyone suggesting otherwise could potentially be a scammer.

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