Consumer complaint received 2020-05-26
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:
The card involved in this issue is a Barclays US Visa. I ordered some merchandise online on XX/XX/20 which posted to my Barclays card on XX/XX/20. It never arrived. I contacted the seller on XX/XX/20, XX/XX/20, XX/XX/20, XX/XX/20. They initially replied to the first email from XX/XX/20 on XX/XX/20 and said it was on it's way and then they never replied again. I filed a dispute Barclays on or around XX/XX/20. They never contacted me to resolve my dispute and just sent me a letter dated XX/XX/20 saying that they were closing my case and not crediting me the {$110.00} that I was charged by the merchant since the merchant provided proof of shipment and delivery. After I did research I found out that the merchant had sent me just a swatch of fabric in an envelope ( so they could provide tracking if asked ) and not the merchandise I purchased ( I was trying to purchase a pair of leggins and a shirt ). Once I saw that Barclays had closed my dispute I sent them a letter to the address the provided in their letter with the 10 days after receipt that they requested that I get back to them if I had more information. I provided all my emails to the merchant, a photo of the swatch I received in place of the merchandise I ordered, documents showing the links for the merchant were now no longer good and a letter explaining what happened. ( I still have copies of all and am attaching below. ) I also tried to call Barclays XX/XX/20 and XX/XX/20 and could never get through to anyone. I was on hold for over 45 min and then was disconnected. I did get a call back from a dispute manager, XXXX, almost a month after I sent the letter and I explained what happened and she said there was nothing they could do as I originally opened the dispute as " no merchandise received '' and since I got the swatch it wasn't a " no merchandise '' dispute it was " incorrect merchandise '' dispute and now since it was filed that way there was no way to change it so I was out of luck. I advised that this merchant was committing fraud and they said they there was nothing they could do and the {$110.00} would stand on my account. I asked to close my account immediately and she said she couldn't do it but she would transfer me to a customer service agent. She put me on hold. XXXX then came back on the line and said they were all busy and they would have to call me back. No call yet. Of course, another delay with this company. This is what they are supposed to do as my creditor. So as of now, I have nothing accomplished with Barclays : I have to pay for the {$110.00} fraudulent charge and they won't even let me close my account. 

Barclay Case ID : XXXX Manager Call Back Case # : XXXX ( XXXX at Barclays )

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