Consumer complaint received 2023-01-03
Company: BARCLAYS BANK DELAWARE
State: WA
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:
Disputed Charge ( never received merchandise ) - Barclay Bank Delaware XXXX XXXX XXXX XXXX XX/XX/XXXX at XXXXXXXX XXXX I ordered a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX. The woman I spoke with identified herself as the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) and said I couldn't over thXXXX XXXX XXXX XXXX XXXX  but I could give her my credit card information over the phone. She said the full price, including taxes and shipping, would be {$27.00} and that I would receive the key in the mail by XX/XX/XXXX ( I needed it to get access to mXXXX XXXX XXXX  which had been locked in a trunk I didn't have the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXThe XXXX  did not arrive by XXXX or XX/XX/XXXX. I phoned XXXX XXXXXXXX again the evening of XX/XX/XXXX and asked about the XXXX. I was told it would go out in the mail the next day ( XX/XX/XXXX ). 
- On the evening of XX/XX/XXXX I phoned XXXX yet again to confirm the key was sent by XXXX  XXXX, and " XXXX XXXX XXXX '' told me the key hadn't been sent, " it's on backorder, '' but that XXXX would still get it out to me within a few days. 
- At that point I realized I was going to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  I made arrangements to have a replacement key mailed to me by another vendor. I received the replacement key on XX/XX/XXXX and was able to get access to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 
- On XX/XX/XXXX I contacted Barclay Bank Delaware - Barclay Frontier to advised them I had not received the merchandise I had ordered from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX They removed the charge of {$37.00} ( you'll note, this was not at all the fee I was told over the phone ) as I HAD NEVER RECEIVED ANY KEY from this vendor. 
- On XX/XX/XXXX I noted that Barclay Frontier had added the charge fof {$37.00} to XXXX XXXXH back onto my account. I contacted Barclay Frontier at XXXX XXXX XXXXXXXX and was advised that there was nothing the agent could do about it. She provided me with another number : XXXX and told me I could dispute the charge through this number. 
XXXX XX/XX/XXXX I contacted this number at XXXX XXXX XXXX XXXX XXXX  ). I spoke with a BARCLAY FRONTIER agent who said she was sorry about what had happened but unsure how to proceed. I asked her to remove the charge as it was fraudulent, I had NEVER -- NOT in XXXX MONTHS - received anything from XXXX XXXX  The agent said she would file a complaint to have the charge removed. 
XXXX XX/XX/XXXX, I reviewed my Barclay 's account online and the charge of {$37.00} from XXXX XXXX  continues to be listed. I have never received any merchandise from this business. 
-This charge is THEFT. It is also abusive to treat good faith customers with such utter contempt and disregard for both their time and money. 

** I have attached a screenshot of my transaction on my Barclay Frontier card current as of XX/XX/XXXX taken from Barclay Frontier website which shows that the charge of {$37.00} to XXXX XXXX has been added back to my account. The charge is dated XX/XX/XXXX and stands out from the other, current charges made in XXXX XXXX. My XXXX statement from Barclay Frontier shows that I was previously credited for this fraudulent charge, but fortunately I noticed that this fraudulent charge was added BACK to my account by Barclay Frontier in late XXXX. They never notified me, simply attempted to steal money/perpetrate fraud on my account.

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