Consumer complaint received 2020-01-25
Company: BARCLAYS BANK DELAWARE
State: VA
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:
In XX/XX/XXXX, I purchased a prepaid car rental through XXXX for a car rental in XXXX XXXX, FL. 

On XX/XX/XXXX, I paid the full balance of {$230.00} ( amount of the car rental ). 

On XX/XX/XXXX, I received a car from the car rental company ( XXXX ) in XXXX XXXX that looked like they retrieved it out of a swamp, i.e., doors where the tape had taped the door shut, and it smelled as if somebody had tried to XXXX   themselves by smoking with the doors shut and the windows rolled up. We could barely ride to the XXXX  with the windows down, whereupon we purchased vent deodorizers along with spray to neutralize the smell inside the vehicle, and sprayed the ceiling, posts, doors, carpet, and seats within the vehicle. We walked around while the car sat with the windows down until it dried and we could get back into the vehicle. 

On XX/XX/XXXX, I contacted the rental car company which refused to answer their customer service calls, and had no online process. I went back through XXXX and explained the problem. I should have received a full refund, but anything at this point would have been a plus since I prepaid for this vehicle and they totally took advantage of me. 

On XX/XX/XXXX, XXXX was able to provide me a {$50.00} credit back to my credit card after they spoke with XXXX. This was better than nothing. I saw this credit on the following XX/XX/XXXX statement. I did not request a refund as I had every intention of using the card again in the next 60 days. 

The balance was {$0.00} with a credit balance of {$50.00}. On XX/XX/XXXX, the statement reflected a credit given on XX/XX/XXXX with a statement credit balance of {$50.00} on the XX/XX/XXXX statement. Same on the XX/XX/XXXX statement. However, their website reflected a credit balance still, so I wasnt concerned. Their website is very confusing with the credit balance versus the transaction balance. 

Then on XX/XX/XXXX, they state on the statement that they mailed a check to me which never arrived at my home.... Ever, and still has not. 
On XX/XX/XXXX, I had charged {$99.00} for a Wyndham Owners Weekend event, thinking that I would be able to utilize the {$50.00} credit towards this, since I had not knowledge that they arbitrarily mailed a check, which still has not arrived. 

On XX/XX/XXXX, I called their customer service number regarding the confusion on their website about the {$50.00} credit balance and resulting {$0.00} balance showing, and the fact that they are now showing me owing them {$99.00}. I waited on line no less than 30 minutes due to call volume. Finally, a live female voice comes on the line, states that computers are down, information is not available, and call back, later and she then hangs up before I can say a word. I pay the {$49.00}. I also send a message through the message center regarding my credit balance. I have alerts set up on this account for just about everything. No response came to me via phone, text, nor e-mail. They just left a response online on the account which I did not see. 

On XX/XX/XXXX, I receive an e-mail message that my payment is coming due for {$50.00}, and that {$27.00} is the minimum due. I call again, and wait on a representative. I called the dispute line. 

On XX/XX/XXXX, I spoke with an XXXX regarding the XX/XX/XXXX check that was allegedly sent to my address which never arrived, that the statement credit only showed up on the XX/XX/XXXX statement the first time, and that this really did not fall in line with credit card company procedures for issuing a refund which never occurs in less than 60 days, and that at the time that I had made the {$99.00} charge, the online transaction portion was still reflecting a {$50.00} credit. She had me hold on line for 20 minutes while she was supposedly resolving this for me. According to her they were cancelling the check and mailing me the {$50.00}. I should receive it in the mail in 7-10 days. 

On XX/XX/XXXX, I spoke with an XXXX @ XXXX XXXX., who still claimed that Barclay had sent me a check on XX/XX/XXXX. I asked to speak to a supervisor, XXXX. He proceeded to tell me that XXXX misinformed me and that she had no right to tell me that she could resolve this as the dispute would take 7-10 days to research and resolve. Apparently, customer service oversees the dispute department???. I ask about why when I wrote to them in XXXX as invited to do on XX/XX/XXXX when they hung up on me, and requested the funds why it was not researched and returned then. He had not answer. I requested that the {$50.00} be placed in dispute. He then told me that the {$50.00} was NOT in dispute at all that they had sent the check ( which never arrived - ever ). I informed him that I have not received any credit back to my account, nor received a check. He informed me that when Barclays has a debt that they pay it in a check form. This is now preposterous. It is usually back to the account in the manner in which it was paid. I have online statements. I pay via online transactions. I dont send them checks. This is absolutely ridiculous. 

On XX/XX/XXXX, I then had to get online and pay the {$50.00} remaining from the {$99.00} transaction to protect my credit because I could not trust that Barclays would EVER refund my {$50.00}. After all, this was refunded by XXXX on XX/XX/XXXX, and I still did not have it, nor was able to use it in 4 months, even though Barclays claimed to have sent it to me on XX/XX/XXXX. By this time, I am convinced that Barclays or Wyndham is attempting to defraud me of my {$50.00}. I am convinced that Barclays or Wyndham or both are in serious financial difficulties if they must resort to defrauding customers or customer satisfaction refunds. 

On XX/XX/XXXX, I called at XXXX XXXX, and spoke with a XXXX who placed me on hold while she pulled up my account. AGAIN verified my address for the umpteenth time ( as each person has done during these procedures and calls ), even though I had verified my name, SSN, DOB, Acct #, etc. 3 times before ever getting to speak to a representative, and then doing it again multiple times once I get to somebody. I told her my check still has not arrived. She placed me on hold while she checked resources. She provided me a case # XXXX,. Check should be reissued within 7-10 business days. 

XX/XX/XXXX, I receive a letter in the mail via USPS which basically states : This letter is in response to your recent inquiry on your Wyndham Rewards Visa Card Account. We are currently unable to complete request. Please contact us at the number on the back of your card for additional details. We are available 24 hours a day, 7 days a week. 

On XX/XX/XXXX, At XXXX XXXX, I call and speak with a XXXX ( female ), who informs me that they credited the {$50.00}. Back to my account. Im just stunned. I move online back over to transactions, and confirm that yes, there is now indeed, a {$50.00} credit placed back onto my account re : the XX/XX/XXXX check. I ask why as there is a {$0.00} balance on this account. She places me on hold while checking and then tells me that she has requested the check to be sent to me, and that it will be 7-10 business days. 

Today is Saturday, XX/XX/XXXX. I have been attempting to either spend/utilize the credit of {$50.00} on my account, or to receive the alleged check for {$50.00} credit on my account again due to the ( XX/XX/XXXX check ) since XXXX, XXXX ( 5 months ). I feel like I am in a proverbial game of keep away. Frankly, I do not understand this. I pay my bills on time. I use my credit wisely. This is just beyond ridiculous. 

Please help me get my {$50.00} back.

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 non-monetary relief