Consumer complaint received 2017-03-22
Company: BARCLAYS BANK DELAWARE
State: VA
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/XXXX I purchased XXXX items from XXXX for a total of {$390.00}. The original receipt for the purchase is attached ( page XXXX ) From that receipt, I made XXXX returns - and received XXXX credits ( {$21.00}, {$74.00} and {$74.00}, all on XX/XX/XXXX ). The credits for these XXXX return transactions was correctly applied to my credit card and show on my statement. ( attached, page XXXX ) The XXXX return was made on XX/XX/XXXX, for XXXX items for a total of {$180.00} ( attached, page XXXX ). This credit is not on my credit card statements. 

I called XXXX from XXXX regional office ( phone # XXXX ) and she told me that this credit was processed on XX/XX/XXXX. She told me to contact my bank and reference # XXXX. 

On XX/XX/XXXX I filed a dispute for not received credit of {$180.00} with Barclaycard over the phone. I was given a case # XXXX. 

On XX/XX/XXXX I faxed my supporting documents ( attached, pages XXXX ) with the cover letter explanation ( attached, page XXXX ) to Barclaycard. 

On XX/XX/XXXX I received a letter from the Barclaycard ( attached, page XXXX ). In that letter they opened a dispute for {$390.00}. Same day I called Barclaycard to correct it and spoke with XXXX. I told her that the dispute was for {$180.00}, not for {$390.00} and she said the investigator for my case was out of office, but he would call me back. I did not get a call back. 

On XX/XX/XXXX I called Barclaycard and spoke with XXXX. She said my dispute was updated on XX/XX/XXXX and is for {$180.00}. 

On XX/XX/XXXX I checked my statement on line and saw that sometime in XX/XX/XXXX billing statement the Barclaycard credited my account for {$390.00} ( attached, page XXXX ) and shortly after they reversed it and billed {$390.00} back ( attached, page XXXX ). Obviously, the credit was done when they opened the dispute ( for the wrong amount ) and reversal when they closed it. 

Same day, I called the Barclaycard and spoke with XXXX. XXXX told me that my case was closed and the charge of {$390.00} was applied correctly. I asked her to pull my fax ( attached, pages XXXX ) and we read it out loud together, to verify that the issue was for a missing credit of {$180.00}, not {$390.00}. 

She then proceeded to say that the credits of {$21.00}, {$74.00} and {$74.00}, all on XX/XX/XXXX were for the {$180.00}. Those XXXX credits were for XXXX different separate returns, total {$160.00} and were separate from the missing XXXX return of {$180.00}. We spent more time arguing about this and doing simple math. 

XXXX went to talk to someone a few times during our conversation. Finally she said that IF I wanted to open a new case, I needed to submit the documents. I told her that I want to continue with my original case for a missing credit of {$180.00}, and she told me that my case was closed. I told her that I never opened the case for {$390.00}. I asked her how can I appeal it, and she said there is no appeal process. 

For about an hour we were going in circles. Finally I asked her to speak to her manager, and she told me that the manager is out and will call me back. She gave me the ref # XXXX. So far noone called me. 

The Barclaycard opened the case for the wrong amount ( {$390.00} is incorrect ), never even read my fax and refused to make it right on several occasions. All they had to do was to read my fax, call me if they had questions, and then call XXXX to figure out where the missing {$180.00} was. 

The original amount correctly charged was XXXX. From that transaction, there were XXXX returns ( # 1 - {$21.00}, # 2 - {$74.00}, # 3 - {$74.00}, all on XX/XX/XXXX AND # 4 - {$180.00} totaling ( all XXXX ) XXXX. Of that total XXXX ( the first XXXX returns ) has already been credited on XX/XX/XXXX. The credit for the XXXX return {$180.00} is missing.

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