Consumer complaint received 2019-03-01
Company: BARCLAYS BANK DELAWARE
State: CO
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:
Dispute claim : Case no : DBO - XXXX XX/XX/XXXX I paid an individual who works at a company that I hired to represent me until an issue is resolved. He was paid in full XXXX. He quiet on week prior of the date resolution was expected ( XX/XX/XXXX ). Resolution was to take place on XX/XX/XXXX. The company did not complete the work and the research was done incorrectly ( supporting documents submitted to dispute dept. XX/XX/XXXX ). I filed a disput with my credit card company that I used to pay the fees, Barclay Bank of Delaware. The dispute was filed in XX/XX/XXXX. I never received correspondence advising of the results. I contacted the dispute department on XX/XX/XXXX. I was informed the dispute was closed and charges of {$5500.00} had been placed back onto my account. I was informed I had the right to reopen the disputed charge. I informed the representative that I would not have the results until the issue is closed which was scheduled for late XX/XX/XXXX. She informed me shewas resend the letter via email, refused to email or fax the letter to me, she was reminded the issue would not be resolved until end of XX/XX/XXXX, which she acknowledged and stated to resubmit my dispute as soon as the issue was resolved and to fax the dispute. There was no mention of a timeline ro submit my resipute. The issue was resolved XX/XX/XXXX and documents where ready for reproduction until after XX/XX/XXXX. I submitted a fax to disput department on XX/XX/XXXX, that included the issue resolution results, billing from the company that demonstrates large amount of hours charged for research that failed at resolution. 
Prior to submitting supporting documents I called many times between XX/XX/XXXX through XX/XX/XXXX, inm effort to have the disput reopened. Every time I called I was informed only a dispute manager can help me and they would have one call me within 24-48 hours. This has been the answer since XX/XX/XXXX. Not till XX/XX/XXXX was I able to speak to a dispute manager. The disput manager informed me that my dispute would not be reopened because I missed the 10 day deadline. In every call I made I was never informed that I only had 10 days from the date of the letter was mailed to reopen my dispute. In every phone call I was given step by step guidance on how to reopen my dispute. The customer service representative knew that the issue would not be resolved until after XX/XX/XXXX. The representatives did not say that was a problem nor did they explain any deadlines I had to comply with. I did everything that was asked of me. I called again in early XX/XX/XXXX, multiple time from XX/XX/XXXX till XX/XX/XXXX. Each time I was informed only a manager in the dispute department could help me but they would have to call me back within 24-48 hours. I never received any calls. The customer service representatives and dispute managers gave me wrong information and are now refusing to reopen the dispute and accept responsibility for their mistakes. I was never told over the phone I has a date I had to reply be, I have not received any correspondence from the bank and I was given wrong information by several different employees. Their guidance was incorrect, according to the last dispute manager I spoke to on XX/XX/XXXX. He also refused to reopen the dispute, that a decision had been made and the next step is to send a letter to the Presendent of the Bank.

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