Consumer complaint received 2018-11-17
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem when making payments
Sub-issue: Problem during payment process

Complaint:
On XX/XX/XXXX18, I discovered a credit card payment of {$25.00}, that I did electronically through my bank on XX/XX/XXXX18, went to the wrong credit card company. I contacted that incorrectly paid credit card company on XX/XX/XXXX18 explaining to them what happened. I asked them to send the money back to my bank. They said they could not. I asked to speak with a supervisor who said I needed to have the bank " initiate a reversal. '' My bank said they could not do that since the payment was made through a clearing house ( 3rd party ). I called BARCLAY XXXX REWARDS VISA SIGNATURE credit card back ( who is the wrong company I made the payment to ) & spoke with another supervisor who gave me 2 options : 1 ) Try again to get the bank to initiate the reversal or 2 ) Wait until the payment I sent to Barclay for my payment dueXX/XX/XXXX18, to be posted to my account ( which I paid in FULL ) & then call Barclay back & then they can issue a refund check to me. I did call my bank a 2nd time & this guy checked with his manager & confirmed that there was no way they could ask for the money back since I initiated the payment & the clearing house sent it. 
XX/XX/XXXX18, I checked my credit card account & it showed the FULL AMOUNT owed for XX/XX/2018 was posted to my account. I called Barclay & asked to get the refund check. The rep said he couldn't do that. I asked for a supervisor. I was told they were ALL in a " meeting '' & no one was available but he could request a supervisor call me back within 24-48hrs!!! I told him that was unacceptable especially after all the time I spent yesterday with Barclay trying to get this resolved! Finally, XXXX was the supervisor who came on the line. She said she was going to try to initiate the refund check & put me on hold for quite a few minutes-twice. Then the " Hold '' turned into a dial tone. She HUNG UP ON ME!!! I called back & spoke with another girl who would not connect me to XXXX until she knew what my issue was. So I went through the whole story with her too! After which she said in the " notes '' of my account, it looks like XXXX initiated the " Investigative Team '' to take a look & within 25 BUSINESS DAYS, I may see the refund check. I told her that was unacceptable & needed to talk with XXXX. Then she said she couldn't get XXXX but XXXX was available. XXXX did her " review '' of my case & said she was sorry that I had been INFORMED INCORRECTLY by those other supervisors & I WILL NOT BE GETTING A REFUND CHECK. I told her to look at my account history because since I have had this credit card, I ALWAYS PAY ON TIME & IN FULL EACH MONTH. Therefore that random payment they received on a random date for a random amount of {$25.00} on XX/XX/XXXX18, when the payment wasn't due until XX/XX/XXXX18 for the amount of {$2900.00}, was CLEARLY a MISTAKE & should be returned to me. Especially since we both could see that Barclay posted the amount due as received on XX/XX/XXXX18. XXXX finished our conversation by stating I WILL NOT BE GETTING MY MONEY BACK. 
I have NEVER had such HORRIBLE CUSTOMER SERVICE with any credit card company as BARCLAY!!! The other companies have always provided very good customer service as well as do their best to RESOLVE any issues I've had in a way that is acceptable to me-not " can't do anything for you, this is our guidelines we have to work under. '' WORST CREDIT CARD COMPANY EVER WORST CUSTOMER SERVICE EVER They basically stole my {$25.00} even though I paid off my XXXX payment & are applying it to my next bill that is not even due until XX/XX/XXXX18!!! WRONG WRONG WRONG

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