Consumer complaint received 2020-02-21
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:
XX/XX/XXXX Consumer complaint against BARCLAYS BANK PLC ( dba Barclaycard Ring Mastercard ) and XXXX XXXX ( dba XXXX ), individually and together. 

Dear Consumerfinance.gov : I am making two consumer complaints that your agency can group as one or choose to select the appropriate party that is under your agencys regulatory jurisdiction. Regardless, I wanted you to understand how these two consumer driven businesses related to each other and how these businesses, as individual entities, and together as a group, acted in an unethical manner to blatantly deny my legitimate claim to funds. 

Consumer Complaint I am grouping Barclays Ring Mastercard ( Barclays ) and XXXX ( XXXX ) together here because both parties appear to have participated in a coordinated, or mutually beneficial manner, to : 1. Hid Barclays and XXXX incompetency, or possibly corrupt business practices, to charge me, the consumer, for items it knew I did not receive. 
2. Withhold funds owed me and/or my Barclays credit card account for XXXX own enrichment. 
3. Extort payment and interest from me by Barclays to recover alleged loses as a result of its own incompetence, corrupt business practices, or failure to obtain, through proper financial channels, reimbursement for funds provided XXXX. 

I have attached 15 documents sequentially marked spanning XX/XX/XXXX to XX/XX/XXXX, the nearly five-month period in which I tried to have my refund complaint resolved by Barclays and XXXX. 

The documents chronicle the facts of this case. Those being that my initial purchase from the XXXX via a charge on my Barclays credit card, for a XXXX XXXX XXXX XXXX XXXX priced at {$1200.00} was proved never received by me and reimbursement for this charge denied me by both Barclays and XXXX. 

I spoke with dozens of customer service representatives, likely spending nearly 35-hours on the phone trying to resolve my credit issue. I have personal notes on practically every single call I made. Two such handwritten notes are included in the documents I have supplied. Other documents offered for review to Barclays and XXXX, such as a XXXX XXXX Police Department report on the missing XXXX phone and building security videos -- -both underscored my claim that the XXXX cellphone shipment never reach my address. 

History Barclays and XXXX, first rejected my claim based on false statements that both parties knew, or should have known, were untrue : The XXXX cellphone shipment had reached my address and XXXX verified delivery. 

Based on my independent investigation with XXXX   shipper XXXX, I proved XXXX erred. XXXX notified Barclays I was owed a full refund, as documents here prove. Further Barclays errored in rejecting my initial refund claim by blindly accepting XXXX erroneous claim that it had verified I received the computer in question, when in fact, a missing cellphone was the basis of my complaint, not a computer. Had Barclays dealt with me fairly and competently, it would have noted XXXX error and rejected its counter-claim. 

Barclays and XXXX initial goodwill cooperation was  soon sidetracked by petty squabbles between the two corporate giants. Each party blaming the other party for the failure to remove the charge on my credit card ( plus credit card interest ). In the end, after two and a half months into the second dispute opened by Barclays, Barclays informed me it were abandoning efforts to retrieve my reimbursement. Barclays argued it should not have opened the second dispute investigation because that opportunity had expired. But, it was opened by Barclays and given its own new case number. Further, had Barclays handled the first dispute in a competent manner, there would not have been a need for a second dispute. 

A Barclays customer representative also stated Barclays would not remove the erroneous XXXX charge of {$1200.00}. Instead, I would be charged for the XXXX phone I never received because Barclays had not been reimbursed by XXXX for the cost of the XXXX cellphone. There is more. Barclays, I was also told, would continue to charge me interest on the {$1200.00}. 

The Barclays letter to me washing its hands of resolving the invalid this dispute, recommended I pursue credit by contacting the Merchant directly. I tried that approach. When I did, a XXXX representative stated XXXX will not return my fund to me ( to pay-off the Barclays charge ). XXXX, she said, would only return the funds to Barclays, something XXXX had failed to do after numerous attempts. Thus, XXXX is retaining, for its own enrichment, {$1200.00}. 

Complaint Resolution As a consumer, I am requesting your intervention on my behalf to : 1.  Direct XXXX to perform a speedy full refund to me by direct check or via Barclays charge card service, 2. Prevent Barclays Mastercards outrageous attempt to fraudulently bill me {$1200.00} plus interest, for a product it factually knows I never received and that through its own incompetency and possible corrupt business practices, allowed XXXX to extract from my account. 

3. Advise both Barclays and XXXX against any acts of vengeance, such as directly, or indirectly, damaging my credit or through other possible nefarious business practices. 

Attached Documents The following 15 attached documents, each with a brief annotation, support my claim against Barclays and XXXX. These documents and facts contained therein, are known to Barclays and XXXX. 

1 Original XXXX purchase order ( XX/XX/XXXX ) for a XXXX XXXX XXXX XXXX XXXX. Cost : {$1200.00} 2.Barclays letter ( XX/XX/XXXX ) regarding opening a dispute investigation with provision credit to the account of XXXX XXXX based on consumers claimed ordered product was never delivered. 

3, XXXX email letter ( XX/XX/XXXX ) alleging proof XXXX product ordered was delivered. XXXX states that XXXX did deliver a XXXX XXXX XXXX  and XXXX XXXX  keyboard to my address. I never ordered those products from XXXX and therefore, obviously, those products are not the subject of my dispute. No definitely proof is presented by XXXX proving delivery as XXXX claims. 

4. Based on XXXX email letter ( XX/XX/XXXX ), Barclays writes me ( XX/XX/XXXX ), denying my claim. Barclays closes investigation and reapplies interest charges for XXXX cellphone. Barclays reverses charge even though my complaint was nondelivery of a XXXX cellphone, not a computer. 

5. XXXX XXXX pursues proof of non-delivery of XXXX cellphone ( with assistance of a Barclays supervisor ). Follow-up with XXXX proves XXXX cellphone shipment was delivered and, in fact, considered lost by XXXX. XXXXXXXX further claims XXXX never asked if shipment was proved delivered and did not initiate an insurance claim for the lost shipment. Based on this new information, XXXX is requested to reopen case ( XX/XX/XXXX ). 

6. XXXX customer service representative email ( XX/XX/XXXX ) confirms XXXX can not account for XXXX cellphone or its delivery. XXXX reimburses XXXX for XXXX phone cost. Email states processed refund. This is the first attempt by XXXX to refund cellphone cost. 

7. XXXX email notice ( XX/XX/XXXX ) confirms refund attempt. Unfortunately, refund is unsuccessful. XXXX claims Barclays rejected XXXX  effort to reimburse my account. The claim is repeated after subsequent failed attempts. 

8 XXXX refund notice ( XX/XX/XXXX ) regarding second attempt. Refund process is unsuccessful. XXXX claims Barclays rejected XXXX  effort to reimburse my account. 

9. XXXX refund notice ( XXXX regarding third attempt. Refund process is unsuccessful. XXXX claims Barclays rejected XXXX  effort to reimburse my account. 

10. XXXX customer service representatives email ( XX/XX/XXXX ) acknowledges continued refund problems with Barclays. XXXX customer service representative offers to reimburse me in full via a check from XXXX. 

11 XXXX XXXX XXXX ( XX/XX/XXXX ) to Barclays requesting a second provisional credit on my account and an investigation be initiated based on proof that XXXX phone ordered from XXXX was never delivered and due to Barclays blocking refund from XXXX, alleged by XXXX. 

12. XXXX XXXX notes ( XX/XX/XXXX ) regarding phone conversation with Barclays customer service representative who tells Barclays will continue dispute investibation. New case number given to investigation. 

13 Barclays letter ( XX/XX/XXXX ) stating it is, suddenly and without warning, abandoning efforts to have XXXX reimburse me for the nondelivered XXXX cellphone. Barclays states time has lapsed for opening a second dispute. Yet, Barclays officially reopened the dispute two and a half months ago with a closing date for the case of XX/XX/XXXX. Letter states I should follow up with merchant XXXX for the refund. 

14. XXXX XXXX notes ( XX/XX/XXXX ) regarding Barclays refusal to continue investigation. 

15. XXXX XXXX notes ( XX/XX/XXXX ) following contact with XXXX customer representative regarding my refund, as Barclays directed. XXXX customer representative states XXXX will not send me a refund check. XXXX will only make a refund if requested by Barclays. I explain Barclays directed me to get refund from XXXX and that XXXX has previously offered to send me a refund. Agent is unmoved. 

Please let me know if you have questions or need more information. 

Thank you for your assistance and look forward to your assistance in resolving this matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX XXXX XXXX Attachments : 15

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