Consumer complaint received 2022-12-06
Company: BARCLAYS BANK DELAWARE
State: NY
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
I am writing in merit to an issue I have been experiencing with Barclays Bank who erroneously closed my dispute XXXX XXXX with merchant XXXX in the amount of {$2800.00}. The issues began when speaking to a disputes agent to discuss the matter. I explained that the lost package had been located and the merchandise was returned to the merchant via the provided return label and we were awaiting a refund. I had never claimed that the matter was resolved. I gave the agent the return tracking number and assumed that the investigation would proceed. A few days later I received a letter stating that the dispute was closed claiming that I stated the charge was valid. The charge was valid in that it was not fraud, not the the matter was resolved. After speaking with the disputes department I discovered that the agent closed the dispute instead of waiting for the resolution from Barclay 's investigation XXXX from the merchant issuing a refund. The dispute was originally opened as a package from the merchant was not received. I confirmed that the lost package was finally located by XXXX. Once we received the missing package, we contacted the merchant ( XXXX  ) and a XXXX return label was sent to us and we returned the package back to the merchant. When the agent ( Barclays ) called to discuss the dispute she misunderstood as I stated we still had not been refunded by the merchant and she just closed the dispute. Since this occurred it has been weeks of trying to reopen this dispute with Barclays who has not been accommodating. I have provided the merchant and Barclay 's a copy of the police report which states that the package was lost in addition to live chat conversations with the merchant ( XXXX  ) where agents confirmed that the package was finally returned and delivered back to their warehouse but since I opened a dispute ( which was suggested by the merchant when the package was lost ) the merchant is unwilling to issue a refund although I do not have the merchandise nor have I been refunded for the order. This is stated in XXXX live chat sessions for which I am providing you copies of the transcript for XXXX dated XX/XX/2022 and XXXX dated XX/XX/2022. 

I am also providing a proof of delivery from XXXX  ( merchants provided prepaid return label ) with tracking number XXXX which confirms delivery on XX/XX/2022 to the merchants warehouse in XXXX XXXX XXXX at XXXX and signed for by XXXX XXXX 

Neither the merchant nor Barclays have been helpful in resolving this issue from the moment the package was lost to its recovery by XXXX and returned to the merchant. I am expecting a full refund as the merchandise is no longer in my possession and the return receipt has been confirmed by XXXX. 

If Barclays is unwilling to assist in my dispute I am exercising my rights under the XXXX Credit Billing Act that this dispute be sent to chargeback arbitration.

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