Consumer complaint received 2021-08-24
Company: BARCLAYS BANK DELAWARE
State: CA
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 disputed 2 credit card charges : ( 1 ) a XXXX  charge fromXX/XX/XXXX in the amount of {$20.00} ( Case # XXXX ), and ( 2 ) a XXXX XXXX  charge from XX/XX/XXXX in the amount of {$31.00} ( Case # XXXX  ). I was able to submit the disputes online through the Barclays website. I received confirmation letters via USPS from Barclays regarding these disputes. For each dispute, I received 2 letters : one stating that they received my billing dispute and have referred my transaction to a dispute specialist ( and that resolution could take up to 45 days ), and a second letter stating that they had informed the company of the dispute and were placing a provisional credit on my account. After that, I never received a confirmation of the outcome of the dispute. Despite being able to file my dispute online, Barclays did not have the option of checking the dispute status online, so I resorted to calling the Disputes department on XX/XX/XXXX. However, it was not possible to get anyone on the phone in the Disputes department ( they just had a message stating Due to circumstances beyond our control, we are unable to take your call at this time ), so despite multiple attempts ( including directly dialing and being transferred to their department ) I could not speak with an agent in the Disputes department. I spoke with a customer service supervisor ( Guillermo ), who stated that he was able to see the disputes were closed as write off. I asked to receive written confirmation of the outcome of the dispute, and was told that he was unable to do so, and that I would still have to speak with the Disputes department directly. I finally was able to get a hold of the Disputes department on XX/XX/XXXX, and asked them to send me written confirmation of the outcome of the dispute, per the terms of the cardmember agreement ; however, I was told by the representative that they " didn't do that '', and that the previous letters I had received should serve as confirmation. I informed him that I was legally entitled to written confirmation of the outcome of the credit disputes, not just notification that the dispute had occurred, and the representative said he would work on it and have something sent to me. I received a letter dated XX/XX/XXXX ( Case # XXXX ) that stated they would " fully investigate my concern '' ; however, I was instead sent copies of the previously-received letters ( the ones stating that they had informed the company of the dispute and were placing a provisional credit on my account ). At this point, I have not received confirmation of the outcome of the aforementioned disputes, and the company has refused to send me confirmation when asked, going so far as to state that this is their official policy. Please assist with resolution of this issue, and apply any sanctions to the company as indicat
ed.

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