Consumer complaint received 2018-08-18
Company: BARCLAYS BANK DELAWARE
State: MA
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:
This letter is in response to DENIAL on my claim, Case number : XXXX XXXX of account number ending in : XXXX. That I Initiated on XX/XX/2018 of a total sum of {$4500.00} due to me being a victim of FRAUD SCHEMES.

I have the legal right to a full and proper investigation under The Fair Credit Billing Act and The Truth In Lending Act Federal Law.

I do feel that my rights have been violated due to not receiving a proper and fair investigation under my circumstances. Barclaycard ( XXXX XXXX XXXX  ) Has failed me by NOT conducting a reasonable investigation of my dispute accordion to the Law.

I called the Dispute Department on XX/XX/18 and spoke to a lady by the name of XXXX with barge # XXXX. I called because I realized that temporary credit that had been placed on my account while Investigating this claim had been reversed and wanted to get explanation to whyXXXX XXXX  advised me that the reason why my dispute is been reversed is because they have had from the processor and they have said that I have received all my services that I had paid for. I let XXXX   know that cant be true because a money processor cant know that kind of information. The roll of a processor is to process payments for a company that all. I continued to ask her for written document stating why my dispute was denied and also a document for the processor stating that I have received all my services. XXXX  finished the conversation stating that I should receive a document by mail in 10 business day stating their findings and the processor.

I called back to Barclaycard ( XXXX XXXX XXXX  ) XX/XX/2018 after receiving a letter in the mail explaining why my claim was denied but there was no document from the processor stating that I had received all my services. When I call it was the same lady XXXX with barge # XXXX who I talked to in my last call on XX/XX/18. I started explaining why I was calling. I talk about the letter that I received in the mail that is stating that a merchant has since supplied documentation that details what the transaction represented and also said that they had enclosed a copy of the documentation for me to review. When I brought this to XXXX attention that I didnt receive any document from the merchant with this letter. Now the story changed and she was trying to convince me that that letter was contradicting and that wasnt what it meant she continued to say that my claim was denied because I didnt fill it with in 60 days. When Insisted about wanting to receive the merchant documentation that they received so I can review them she stated that they DIDNT receive ANY DOCUMENTS FOR THE MERCHANT. I was so upset because I know I was been lied to and they hadnt full investigated my dispute and they were just giving me the run around so I can get frustrated and give up on my dispute. I did let XXXX know that I will be filling a complaint with CFPB because I was not getting the help deserve.

There is no way that a fair and complete investigation was contacted in this case. Barclaycard ( XXXX XXXX XXXX ) did not look into my claim and only made a lie that merchant had provided them with prove that I had received all services but when I ask them to provided me with that prove in writing so I can review it they were unable to do so and their reason for denying my claim changed to some this else. They have no intention of helping you there main goal is frustrating you to giving up the pursue of your claim. I was a loyal consumer of Barclaycard with no incident till this happened to me and am very shock of how they treat their customers.

I am a victim of fraud schemes and I purchased educational service ( which I though that would be beneficial to my life ) with XXXX that cost me over {$60.00} thousand of which I paid over {$4500.00} using this Barclaycard credit card. I paid the rest using other different cards and those credit card companies have been very helpful and understanding and some have give me a full credit after their investigation and others are still investigating my claims as I write this. I believe I have only dealt with Barclaycard regarding this matter three times and all those times were over the phone. The Initial time was on XX/XX/2018 when I first put up the dispute. The other two times were on XX/XX/2018 and XX/XX/2018 when I was following up on the dispute. Barclaycard never asked for any additional information about my claim either in writing or over the phone apart from the first interruption when I called in to fill for the dispute. So all their decision was based on my first call to them and had no other information on this case.

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