Consumer complaint received 2020-10-30
Company: BARCLAYS BANK DELAWARE
State: NJ
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:
Barclays Credit Card Case ID # XXXX  This is a summary. More detailed information will be uploaded. 
XX/XX/20 A vendor called XXXX XXXX XXXX XXXX XXXX charged my Barclays Credit Card {$1200.00}. The following week, I called my Sales Representative ( XXXX XXXX XXXX ) and followed up with a call to the Company itself to explain that I need to return the merchandise due to the New York City shutdown as a result of Covid-19. In the end, they refused to accept my return. I called Barclays to open up a dispute claim and I was directed to go on-line which I did and opened the dispute claim. 
XX/XX/20 I received a letter from Barclays Dispute Department stating unfortunately, we were unable to obtain credit on your behalf because we can not override the merchants policy in regard to a return/cancellation. I immediately called Barclays Dispute Dept. and explained that there is no return policy on either of my receipts ( 1. Credit Card Receipt and 2. XXXX XXXX XXXX computer printout receipt ). I also stated that I looked at last years receipt and there was no return policy listed on that one as well. Barclays then reopened the claim. 
XX/XX/20 Received another letter from Barclays Dispute Department, this time stating The merchant has since supplied documentation that details what the transaction represents. Unfortunately, we are unable to further pursue credit on your behalf for this particular transaction. What does this mean, or have anything to do about a return policy on the receipt? I again called Barclays and spoke to XXXX who said, You cant keep the merchandise and receive a credit. I said, I know, but the company refuses to take the return. Again, it does not state any return policy on either of my receipts. She said send XXXX XXXX XXXX XXXX whatever merchandise you have, make sure you get copies of all shipping documents, receipts, and put your case ID number on everything and fax it to XXXX ( Dispute Department Fax Number ). You must do this within 10 days for the dispute claim to stay open. I asked, what about the XXXX of XXXX holiday?. She said, that day will be excluded. I thanked her for resolving the issue. 
XX/XX/20 Purchased shipping boxes. {$27.00} XX/XX/20 Shipped merchandise. {$26.00} XX/XX/20 Faxed Barclays Dispute Department all receipts, shipping documents, a letter outlining return of 192 packages @ {$3.00} equaling {$570.00} with the ID Case Number on each page as XXXX instructed. 
XX/XX/20 Verified package was received by XXXX XXXX XXXX XXXX, XXXX through XXXX tracking number. 
XX/XX/20 Received another letter from Barclays stating that they are increasing my line of credit to {$15000.00} ( I did not request this and plan on closing any Barclay Credit Cards once this dispute is resolved ). I just want my {$570.00} credit. 
XX/XX/20 Received two letters from Barclays Dispute Department. First letter dated XX/XX/20 dated Merchant has not violated the terms and conditions of the contract. Again, what does this mean? This has nothing to do with not having a return policy on either of my receipts from this year or last year. Besides the fact that {$570.00} worth or merchandise has been shipped back to XXXX XXXX  XXXX XXXX and is now in their possession. 
The second letter dated XX/XX/20 stated unfortunately, we were unable to pursue credit on your behalf for this particular transaction ( s ) for the following reasons : the chip on the card was read and validated during the authorization process or the chip was present and CVV confirmed. What does this mean? First or all, this was a phone order, secondly, what does this have to do with not having the return policy on any of my receipts, lastly, now I no longer have the merchandise in my possession. The vendor, XXXX XXXX XXXX XXXX XXXX XXXX has had the merchandise for 3 months now ( per XXXX at Barclays request ). 
I subsequently looked up via the internet and located the phone number of Barclays US Headquarters in XXXX for the Presidents office. I called the phone number listed for the Presidents office voicemail and left a message of who I was, and a description of the unbearable situation Barclays has put me in with this credit issue. 
My husband also looked up Barclays on the internet and found a number of forums in both XXXX and the US that discussed how Barclays had a number of negative to horrible reviews from customers and that they do not take care of customer return issues, period. 
The next day, XXXX from Barclays Presidents Office called and I explained the issue. She said that she would call me back. 
XX/XX/20 I received a voicemail from XXXX. She said This is XXXX XXXX calling from Barclays Office of the President and this message is for XXXX I will follow-up with you with a letter. Thank you. 
I have to this date, never received a letter or phone call. 
XX/XX/20 Today, I was called by Barclays Collections. Once again, I tried and no luck! Today, after talking to four different people, I was told, unfortunately, we can not credit your account because the amount of the transaction is not the amount of the return. I stated, I do not have the merchandise, it was returned three months ago to the vendor, so open up a dispute claim for {$570.00}. They said they can not do that. I hung up and was completely flabbergasted. 

I am requesting that this is corrected once and for all. I am due {$570.00} credit in addition to my interest/late fees. I am writing a check today, XX/XX/20 for {$37.00}, which I believe is the difference. 

XX/XX/20 Found another phone number for the Corporate Office. Left a message for XXXX XXXX ( XXXX, XXXX ). No response. 
Five excuses over six months without my {$570.00} credit with merchandise being returned to vendor over three months ago : 1. Unfortunately, we are unable to obtain credit on your behalf because we can not override the merchants policy in regard to a return/cancellation.

2. The merchant has since supplied documentation that details what the transaction represents. Unfortunately, we are unable to further pursue credit on your behalf for this particular transaction.

3. Merchant has not violated the terms and conditions of the contract.

4. Unfortunately, we were unable to pursue credit on your behalf for this particular transaction ( s ) for the following reason, The chip on the card was read and validated during the authorization process, or the chip was present and CVV confirmed.

5. Unfortunately, we can not credit your account, the amount of the transaction is no the amount of the return.

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