Consumer complaint received 2020-06-30
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
From : XXXX XXXX, Card ending:XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX , CA , XXXX To : XXXX XXXX XXXX The Office of the President Dear XXXX XXXX , I do appreciate the response you sent in regards to my complaint to XXXX XXXX XXXX and Consumer Financial Protection . However, your response does not address main concerns around systematic errors on Dispute Department, lack of professionalism on their and yours part and discrimination against myself as a client by not opening and investigating disputes properly. In accordance to Fair Credit Billing Care Act I have a right to dispute charges for goods and services you didn't accept or that weren't delivered as agreed ( https : //www.consumer.ftc.gov/articles/0219-disputing-credit-card-charges ) You have stated in your letter, that you conducted a thorough investigation and found that XXXX is a solely billing company. This is not accurate, XXXX are not only providing billing but they are also a portal for user for content creation and distribution. This is how I was supposed to receive my custom videos. This information about the merchant is available on their website, as well as other trusted resourses. Please see support below : What is XXXX? 
XXXX is a very powerful and useful tool for XXXX, fitness trainers, models, content creators, public figures and influencers. See this page for more information : XXXX the social network of Users operating on the Website which enables Users to provide and view User Content and where appropriate, utilise XXXX Interaction ; Refund the return of monies to a XXXX after a bona fide dispute, often issued prior to a chargeback ; User Content or to use XXXX Interaction which is subsequently subject to a Refund or Chargeback may result in the Users account being immediately and permanently excluded from XXXX. The Refund or Chargeback amount may be removed from the earning Creator 's income. The Creator may be alerted to the XXXX Refund or Chargeback. 

All this information is available on XXXX  section. So your statement about billing company is completely inaccurate. You would have also received this information if you would have contacted merchant directly at XXXX or by phone XXXX XXXX  also does support refunds and chargebacks for non-receipt if good, that is clearly stated on their website in terms section. 

I have also submitted all supporting documentation I had in hand in terms of communication with the merchant. You have disregarded that information. 

Barclays dispute department have provided me with multiple resolution letters for the same transactions, which includes but no limited to reasons not able to assist or chip card was read and CVV was verified when purchase was made while all transactions were done online. This shows the lack of care for the customer that has a right to dispute, but also shows that nobody is really looking into the issue. 

Through our phone conversation, you have confirmed that you never received any information from the merchant to support their side of the story, and informed me about their probable response. This is a lack of professionalism on your part as you are using your personal assumptions to make a decision and not fact.

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