Consumer complaint received 2021-05-06
Company: BARCLAYS BANK DELAWARE
State: HI
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:
On or around XX/XX/XXXX I purchased 2 free hair products from XXXX XXXX stating I only had to pay shipping and handling with no obligation. I was charged on XX/XX/XXXX {$3.00} and {$4.00} and put it on my XXXX Barclay Bank Mastercard. I paid my bill in full on XX/XX/XXXX. I received my free products and wasn't impressed so basically forgot about them. Unbeknownst to me XXXX had either hacked, sold or given my credit card information to other companies. On XX/XX/XXXX I was charged {$88.00} from XXXX and {$84.00} from XXXX on the same day. I had been paying my bills and didn't recognize the charges but I buy quite a few things online and decided I better go through my files to see what it was I purchased from those companies. I paid my bill in full for the amount of {$170.00} on XX/XX/XXXX. On XX/XX/XXXX I was charged {$94.00} from XXXX and on XX/XX/XXXX I was charge {$90.00} from XXXX. I had received 2 separate packages in the mail during XXXX with XXXX  return label so I immediately sent them back from the post office Return to Sender unopened. On XX/XX/XXXX I was charged {$94.00} from XXXX. On XX/XX/XXXX I called the number to XXXX not sure what that first charge was for after looking through all my files to see what I had purchased thinking it might have to do with my insurance and found out after talking to a lady that it was for hair products. I hadn't ordered anything so I told her I had not purchased anything and I wanted to file a dispute to get the money credited back to my account because I though the credit card had been hacked. She said she was sorry and offered to send me a {$100.00} gift card all I had to pay was {$5.00} for a shipping charge. I told her no I just want the the charge to be credited back to my account. She got all my information and said she would make sure to take care of it. On XX/XX/XXXX I was charged {$94.00} by XXXX again. By this time I had figured out what was happening and had called Barclay Bank. I told the gentleman I spoke to that I had some fraudulant charges on my card and I needed to cancel it and get a new card. He told me not cancel my card that they would take care of it for me. He took all the information on all the merchants that I had been billed by and said he would file disputes. By this time I was paying close attention to my statements and started filing disputes on charges I didn't recognize. I didn't want to ruin my credit rating so I paid my account in full on XX/XX/XXXX in the amount of {$380.00}. I had a few charges on there for items I had purchased myself. Barclay Bank sent me letters on all the disputes that I had either discussed with one of their dispute representatives or had filed myself online stating that they were referring my transactions to dispute specialists. While they notified the companies of my disputes they issued provisional credits on my account for the amount of the disputed transactions which would appear on my next billing statements. But they said if the merchant was able to validate the transaction they may re-bill and could do it within 90 days and provide an explanation to me along with copies of relevant documentation. My XXXX bill cycle ended on XX/XX/XXXX and I was credited $ {$88.00} from the XX/XX/XXXX transaction from XXXX, {$94.00} from the XX/XX/XXXX transaction from XXXX, {$94.00} from the XX/XX/XXXX transaction from XXXX and also {$90.00} from the XX/XX/XXXX transaction from the same company. On XX/XX/XXXX I received a letter from Barclay stating that my dispute regarding the amount of {$84.00} with XXXX which posted to my account on XX/XX/XXXX they were unable to pursue because the chip on the card was read and validated during the authorization process or the card was present and the CVV confirmed. The card was not present and so the chip wasn't read and the CVV was given to XXXX to order my 2 free hair products. They suggested I contact the merchant directly to see if there were other options to resolve the claim. I called the number I got off my bank statement numerous times and would get put on hold then hung up on. This went on for a few weeks then finally I talked to a gentleman named XXXX. I told him the situation and he was able to pull up the information on his computer and the supposed date of purchase, the card number and my name. He told me he'd try to take care of it but for me to first try and call another number he gave me which was XXXX which handled the accounts. I tried calling them several times but with no response. I called XXXX back on XX/XX/XXXX and he told me all of their accounts had been given over to another company. He told me to call the number he had previously given me again so this time I did and was successful and getting connected. I talked to a gentleman who told me he didn't have XXXX as one of their accounts and he had no information that could help me. I called up Barclay and talked to XXXX one of the dispute specialists on XX/XX/XXXX and he told me to send a letter to the department about what had transpired and re-file my dispute which I did on XX/XX/XXXX. On XX/XX/XXXX I got a letter back from Barclay concerning the XXXX  charge stating after further review they were not able to assist me with obtaining credit to my account because " we are outside of the permitted time frames to continue this claim through the dispute department. We encourage you to pursue credit by contacting the merchant directly. '' So that put that one to bed since no one even knows what or where or who XXXX is and I'm stuck with a {$84.00} charge. On one of the last disputes I filed with them at the beginning of XXXX I told them I wanted a new charge card since this one had been compromised. It was sent to me around the end of the month but I still have not activated it. I got my XX/XX/XXXX billing statement and had an {$89.00} charge from XXXX on XX/XX/XXXX which they immediately credited my account, another one from the same company for {$89.00}, On the XX/XX/XXXX they credited to my account and 2 more, one of XX/XX/XXXX from XXXX for the amount of {$89.00} and on XX/XX/XXXX XXXX for {$89.00}. I filed a dispute on both of these charges then called the bank since I had had a replacement charge card sent out and didn't receive it until the end of XXXX. The woman I talked to told me that the charge had gone through because the computer transferred the charge from my old card to my new one. I asked why it did that since this was the reason I got a new card to begin with to stop these fraudulent charges, she couldn't give me a good answer. I still haven't activated this card. On my XX/XX/XXXX statement, the XXXX charge of {$89.00} made on XX/XX/XXXX was credited back to my account the same day it was charged but not the last charge that was made by the computer error on XX/XX/XXXX XXXX for the amount of {$89.00}. I was sent two more packages from XXXX in XXXX that I sent right back from the post office unopened 'return to sender '.

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