Consumer complaint received 2023-06-27
Company: BARCLAYS BANK DELAWARE
State: MD
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:
Dear Consumer Financial Protection Bureau, I am writing to bring to your attention a credit card dispute I have been facing with Barclaycard regarding a purchase made using my Barclaycard Arrival Plus XXXX. The details of the dispute are as follows : Dispute case XXXX XXXX XXXX on XX/XX/2022 I made a purchase of a brand new bike on XXXX, utilizing my Barclaycard. However, upon receiving the bike, it became apparent that it was completely unusable and posed a significant safety risk. I promptly contacted the supplier, providing them with photos and videos showcasing the bike 's condition. While the supplier acknowledged the issue, they only offered a meager credit of approximately {$25.00} to cover the repair costs. Given the extent of the damage and the impracticality of fixing it with such a small amount, I repeatedly requested a return instead, emphasizing my lack of time to deal with the matter. 

Despite numerous attempts to negotiate a return, the supplier adamantly refused. Consequently, I turned to Barclaycard to initiate a dispute for defective merchandise. 

After opening the dispute around XX/XX/2022, I received a letter from Barclaycard in XX/XX/2022 stating their " inability to pursue the dispute due to no second opinion. '' I found this perplexing since I had never been informed about the requirement for a " second opinion '' during my initial phone call with Barclaycard, where they explicitly mentioned notifying me if any further documentation was necessary. 

This unexpected request for a " second opinion '' prompted me to contact Barclaycard immediately. They advised that I obtain a second opinion from another merchant or a specialist within the same industry and provide it to them as additional evidence. 

Subsequently, I consulted a reputable bike repair mechanic, who inspected the bike and issued a letter confirming its unsafe and defective condition. The mechanic, from " XXXX, XXXX, '' concurred with my assessment. I promptly submitted this letter to Barclaycard. 

On XX/XX/XXXX, I received yet another surprising letter from Barclaycard stating their inability to " assist with obtaining a credit '' due to " insufficient proof that the merchant violated the invoice/contract 's terms and conditions. '' It is bewildering to me that they would now focus on the lack of proof regarding the invoice/contract terms when their previous letter did not mention such a requirement. It is vital that Barclaycard communicates their expectations clearly, as I would have readily provided evidence of the merchant 's violation of the terms and conditions. Moreover, the bike I received is unequivocally defective and unfit for purpose, contrary to the advertisement claiming it was in brand new condition. Additionally, the merchant advertised a 1-year warranty. 

Following receipt of this latest letter, I contacted Barclaycard again, only to be informed that they were unable to offer further assistance due to my alleged inability to return the merchandise. I was dumbfounded by this response since the entire basis of my dispute was the merchant 's refusal to accept the return. Returning the defective product was precisely what I sought to accomplish through the dispute process. I have communicated this discrepancy to Barclaycard through subsequent letters, yet they have not taken any action to credit my account for the faulty merchandise.

It is abundantly clear to me that Barclaycard is engaging in evasive tactics. Despite providing all the required documentation and evidence, they have chosen to disregard the information and have taken no action to address the issue. As a result, I am steadfastly refusing to pay the disputed amount on my credit card, which unfortunately has negatively impacted my credit score.

I implore the Consumer Financial Protection Bureau to intervene in this matter urgently. The actions of Barclaycard have left me frustrated and without a satisfactory resolution. 

Attached is all the evidence including follow up letters I wrote to Barclaycard re explaining the entire situation and attaching copies of all the evidence including screenshots of the merchant refusing to accept the return of the bike.

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