Consumer complaint received 2022-02-09
Company: BARCLAYS BANK DELAWARE
State: MA
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:
1. On XX/XX/XXXX ( post date for transaction ) I purchased an item from XXXX ( an online vendor ) for {$51.00} ( USD ) using my JetBlue Barclaycard credit card. 

2. My credit card was charged immediately upon purchase which raised a red flag with me as most reputable online vendors charge the credit card upon shipment. I received an email from XXXX indicating my item would ship shortly. 

3. I waited approximately 1 week and after hearing nothing I began to call and email the vendor. They never answered the phone and emails I got back indicated the item was out of stock and would ship shortly. I then began to research XXXX and discovered they are not reputable and have taken customer 's money and never shipped their items. I increased my calling and emailing and got the same story - out of stock and would ship shortly. 

4. As a result of the above, I opened a dispute with Barclaycard on XXXX XXXX. They acknowledged this with a form letter stating they have referred this to a dispute specialist and that it might take up to 45 days. 

5. It is now XX/XX/XXXX and I still have not been credited the {$51.00} by Barclaycard. Here are the highlights : - I provided Barclaycard with the basic information when I filed the dispute. I followed up with a phone call asking if they needed anything more. They said they did not and I would hear from them. 
- I called every few weeks seeking a status update. They said they had everything they needed. 
- In early XX/XX/XXXX Barclaycard sent a letter to my primary address dated XX/XX/XXXX. They referred to my dispute ( Case ID XXXX ) and asked me to send them a letter ( within 10 days ) stating that I was still disputing the charge and to provide them with 4 pieces of information. First- the information they were requesting I already sent them when I opened the case and they told me explicitly they did not need anything more. Second - I was traveling and away from my primary mailing address where they mailed the letter. I returned on XX/XX/XXXX and called Barclaycard about this letter. They told me I was too late ( past the 10 days ) and I needed to re-open the case as they had automatically closed it when they did not hear from me. I asked how to do this and they send to send a fax. 
- On XX/XX/XXXX I sent a fax to the number they told me ( XXXX ). The transmission was successful - I have the fax receipt. 
- I waited 2 weeks or so and called asking if they had received the fax and what the status was of having my case re-opened. I was told they were backed up in the department that receives and responds to faxes and to wait up to another month. I waited and called back in a month. They still did not show that my case had been re-opened, they reiterated the fax backup and said to wait another month. 
- I called again in a few weeks and they still had not re-opened the case. At this point began a series of calls and requested escalations. Regular customer support was unable to help me. 
- I called a Barclaycard complaint line. A woman connected me to someone else. She asked that I email the info to her directly as they could not locate my fax. On XX/XX/XXXX emailed XXXX XXXX XXXX ( XXXX ) with the very same information I faxed. She acknowledged receipt and said ( a ) my case would be re-opened and ( b ) I should expect to receive my {$51.00} credit in 2 billing cycles ( aka 2 months ). 
- Over this 2 month period I called Barclaycard to follow-up. I was never able to reach anyone who could give me clear answers, especially when I asked about the credit. So I requested to speak with a supervisor. I was told on two separate instances that a supervisor would call me - first within 10 business days and then within 15 business days. I never got a call, but I continued to try to get a status update. 
- On XX/XX/XXXX I received an email from XXXX XXXX. The name at the bottom of the email is XXXX XXXX. In summary the email states that I would not be getting a call due to the pandemic and I should await another email that would contain a link instructing me to create a unique username and password so I could then access a portal and their response. 
- I don't understand what the pandemic has to do with making a phone call. It also seems they are going to further delay - if they were going to credit my {$51.00} they would simply have done it. 

When a similar thing has occurred ( credit card charged for merchandise never received ) other credit cards have quickly credited my card. This has happened maybe 3 times in the last 20 years - I typically research vendors before placing online orders. I believe this response is per the law and that US consumers are protected from such nefarious online vendor behavior. Barclaycard does not appear to have behaved as I or any consumer would expect. 

The Barclaycard happens to be a JetBlue branded card. I am a XXXX XXXX member and have informed XXXX of how Barclaycard has mishandled this and adversely impacted XXXX 's brand.

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