Consumer complaint received 2018-11-28
Company: BARCLAYS BANK DELAWARE
State: TN
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:
Upon reading the letter I sent to BarcleyCard, you will know the reason why I chose to file a dispute with BarcleyCard. Initially, I called BarcleyCard to discuss the filing of the dispute and found it was impossible to communicate with their representitives. Their representitves may be able to barely communicate in english, but certainly are not able to understand what the meaning of the words coming out of their mouths actually is. I requested to speak with a supervisor that can actually communicate in english, and was told none are available. Then two days later, a supervisor who can speak english called me, and she provided me a fax number to send the dispute documentation to. I attempted to fax the information to them, as that was the only form of communication they provide, there are no email or mailing addresses they could provide me. I asked the supervisor if there was a way for me to call her back if needed, and she told me I would have to call back to speak with the representitves that can not communicate in english. I told her that was unnacceptable, she said I have no other options. 

So, I made the first attempt to fax in the documentation and BarcleyCard 's fax memory was full and it did not accept all of documentation, which I have the fax confirmation to prove. I called back to the non-english speaking representitves, and they told me the dispute was removed because I failed to send in the proper documentation. I attempted to fax the documents the second time, and the documents went through, as I have the fax confirmation to prove that. I then received a message from BarcleyCard that they were going to drop my dispute again, because I failed to send in the documentation. I notified BarcleyCard of their severe incompetance in this matter, and then they sent me a message stating they now have the documentation. Since then, BarcleyCard has sent me multiple letters stating that I have failed to send in the documentation, so they are yet again going to drop my dispute. You will notice in the letters Barclaycard sent me, that they claim they have made multiple attempts to contact me, which is true. However, what they didn't say is that they tried calling me un-announced while I was at work, and couldn't take the calls. When I did have the chance to call back ( within 15 minutes of their call ), the only option was to call back to the non-english speaking representitves, the english speaking supervisors were not able to be spoken to. I contacted BarcleyCard again ( via their website, as seen in the attachements ), and told them I will be filing a complaint with Mastercard. 

So, today I called MasterCard to file a complaint, and found out that Mastercard now uses representitves that can not communicate in english either. However, the non english speaking Mastercard representitve was able to tell me that Mastercard will not get involved in the matter or help me in any way, that I had to deal with BarcleyCard only. If you listen to the recorded conversation, you will notice that the representitve had a taunting attitude with me, that Mastercard representitves name was Ther from the XXXX. 

Feeling abandoned and completely helpless in this situation, I did a little research and found consumer finance.gov. I will upload all of the documentation to your site to prove everything I have mentioned here. Please help me to get this dispute resolved with BarclayCard as their incompetance is frightening! I can not believe the United States Government allows this stuff to occur! I have many hours of my time invested in phone calls, faxes, and messages, just to get to where it is now.

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