Consumer complaint received 2020-12-04
Company: BARCLAYS BANK DELAWARE
State: LA
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:
XX/XX/20 placed a credit card order with a merchant for goods in the amount of {$370.00}. 
XX/XX/20 contacted the merchant to cancel the order because it never shipped ; merchant claimed a refund would be issued. 
XX/XX/20 contacted the merchant because a refund was never recd. 
XX/XX/20 contacted the merchant again for refund that had not been recd. 
XX/XX/20 contacted the merchant again for refund that had not been recd. 
XX/XX/20 called Barclays to initiate a dispute ; Barclays issued a provisional credit. Emailed supporting documentation as requested ; Barclays did not respond. 
XX/XX/20 emailed additional supporting documentation to Barclays. Barclays did not respond. 
XX/XX/20 the merchant illegally charged my card a second time without my authorization after having retained my credit card info without my consent. 
XX/XX/20 called Barclays and spent 38 minutes on the phone without successful resolution. Attempted to put a block on my account against future charges by merchant or to put a fraud alert on my account specific to this merchant but was told by Barclays representative that this would not be possible. 
XX/XX/20 merchant refunded the illegal second charge to my card after I threatened legal action ; first charge still not resolved by Barclays. 
XX/XX/20 called Barclays and spent 10 minutes on the phone before my call was dropped on the representatives end and no one called me back. 
XX/XX/20 Barclays rebilled the original charge to my card without ever contacting me to request additional information or to tell me that the dispute was being closed. 
XX/XX/20 called Barclays and after waiting on hold for a representative was told that their system was down and they couldnt assist me with anything and I would have to call back at some point in the future. 
XX/XX/20 called Barclays and spent over 40 mins on the phone without successful resolution although the representative admitted Barclays had made a mistake with the dispute and subsequent rebill. My case was escalated and I was promised contact from Barclays ; no one contacted me. 
XX/XX/20 called Barclays and spent 27 mins on the phone without successful resolution. The representative admitted nothing had been done since my last call because they wanted information from me in writing which they admittedly intentionally did not request from me. The representative promised a manager would be calling me that evening to get the information so that I would not have to submit all the information in writing ; no one contacted me. 
XX/XX/20 called Barclays and spent 36 mins on the phone without resolution. The representative admitted that customers never receive contact as promised and that my only hope of getting the dispute team to do anything would be to submit info in writing by fax and/or mail. The only excuse the representative could offer was that Barclays routes these issues overseas and there had been inclement weather in that area. 
XX/XX/20 submitted detailed info by fax and mail to Barclays as requested. No response received from Barclays. 
XX/XX/20 called Barclays again and was informed they received my written information and were giving the merchant an additional 45 days to respond. I asked why the merchant was being allowed to keep my {$370.00} for an additional 45 days after numerous Barclays representatives with whom Ive spoken have identified that Barclays made a mistake and I am owed a refund my account reflects two charges by the merchant and only one credit, and the merchant admits that no goods or services were ever received by me. The representative continued reading from a script promising an eventual response to me by Barclays. I informed the representative that Barclays has not contacted me even once since this began, I do not believe I can rely on resolution although its evident on my account that the merchant has stolen {$370.00} from me, and that Id be filing a complaint with the FTC about Barclays.

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