Consumer complaint received 2020-06-02
Company: BARCLAYS BANK DELAWARE
State: NC
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 bought 10 safety masks on XXXX for the reason of being in this pandemic that is affecting the entire world for a value of {$120.00}. In XX/XX/XXXX I received them and when I opened the box where they sold I realized that the masks did not match the descriptions made in the listing. Immediately I decided to contact XXXX and I expressed to them that the masks had been wrongly sent by the seller. Immediately afterwards the representative of XXXX opened a case to return the item and following all the protocols to return the item, wait for the approval of the seller for said return ( attached document ). The item was shipped to the seller on XX/XX/XXXX and received by the seller on XX/XX/XXXX according to the tracking number provided by USPS. ( document of tracking number attached ). In an email received by XXXX, I was instructed to return my money back to my credit card on or until XX/XX/XXXX in the amount of {$120.00} ( attached document ). A day later ( XX/XX/XXXX ) I received an email from XXXX instructing me that I had received my money back in the amount of {$12.00}. Immediately contact XXXX to ask them why I was receiving {$12.00} and not what I paid, which was the amount of {$120.00}, to which the representative told me that it was their mistake ( XXXX ) for not having put the amount of returned masks. Instead of putting 10 as a return XXXX wrote 01 and that's why the seller was giving me back {$12.00} but he told me not to worry that he was going to return the money to me and that they had to do it manually because the case of the return had already been closed. Then I contacted my credit card company ( Barclay 's ) to express what was happening that I had made a purchase on XXXX in the amount of {$120.00} and that I had returned the item and had only received {$12.00} from the seller, ( attached document ) Who opened a case # XXXX and started an investigation to recover my money back to my account. About a month later I received a letter from XXXX 's notifying me that the investigation had been concluded in my favor and that I had been given a permanent credit to my account in the amount of {$100.00} which was credited to the billing cycle of XX/XX/XXXX ( attached document ). Checking my barclay 's account I realized that the credit that had been granted to me in the amount of {$100.00} was again charged to my account. On XX/XX/XXXX, I contacted Barclay 's to ask why my account was again being charged the amount of {$100.00} when I had provided them with all the information required to prove that I had returned the item, which the representative who attended to me could not to help or give a concrete answer who communicated with a manager who also did not know how to help me or answer my questions satisfactorily and told me that he was going to make a request for a manager from the claims department to speak to me. It is worth mentioning that to this day I have not received any call from barclay 's regarding my case. I also want to mention that I contacted XXXX and the representative who attended me told me that if he saw that I had been charged again ( XXXX ) and that he did not understand why XXXX had done that when there is evidence that the merchandise had been returned to the seller and that I was going to send a request to the appeals department to have the funds reversed to my account. Until now I do not have the merchandise and I do not have my money feeling that XXXX, XXXX and Barclay 's Bank have robbed and penalized me for something that I do not have in my possession. I also add to the present that today XX/XX/20 I had communication with a representative named XXXX via live chat. ( I am attaching document as proof of conversation ). Before your authority I express that I feel like I been abused by Barclays by changing me for something I don't even have and I hope that you will help me to solve the aforementioned, since none of the three parties mentioned above want to do the right thing and protect the clients and their interests. Thank you.

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