Consumer complaint received 2021-09-16
Company: BARCLAYS BANK DELAWARE
State: NY
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:
I charged an order and made a down payment of {$4400.00} using my Barclays Mastercard for new windows with the merchant ( XXXX XXXX XXXX XXXX ) on XX/XX/21. 

The merchant informed my contractor ( who I hired to install the windows ) on XX/XX/21 that the company would not complete the order because the windows that I ordered could no longer be manufactured. ( See enclosed email from their sales representative, XXXX XXXX dated XX/XX/21 ). 

The contractor informed me on XX/XX/21 that the merchant could not complete the order. 

I contacted the merchant that same day and they offered to provide a different type of window that would need to be modified prior to installation. I declined and requested a refund. The merchant then agreed to process my request for a full refund on XX/XX/21 ( as documented in the enclosed email string ). The merchant later informed me on XX/XX/21 that they would begin to process the refund ( noting that it could take up to 30 more days ). The merchant, however, never processed the refund. 

After waiting over 30 days, I tried to contact the merchant again but they did not respond to my emails or phone calls. 

I submitted a dispute of the credit card charge to Barclay 's on XX/XX/21, was assigned a Case ID ( XXXX ), and was issued a provisional refund of {$4400.00} by Barclays.

Barclays informed me on XX/XX/21 that they reversed the refund based on their ( false ) conclusion that I had canceled the original order, rather than understanding that it was the merchant that canceled my order. 

I sent additional documentation to Barclays on XX/XX/21 that included copies of the email communications between me and the merchant. 

I talked to a Barclays representative ( XXXX ) on XX/XX/21 and was informed that the claim would be resolved within 90 days. 

Barclays informed me on XX/XX/21 that the claim could not be resolved through the dispute process because they were outside the permitted timeframe. 

My concerns are that : 1. The merchant ( XXXX XXXX XXXX XXXX ) did not refund my down payment as promised after they discovered that the windows that I had ordered could no longer be manufactured. This should be resolved by Barclays Mastercard, since the merchant failed to process my refund.

2. Barclays Mastercard took 4 months to review the documentation for my disputes and then told me that they could not assist me with obtaining credit to my account because " We are outside of the permitted timeframes to continue this claim through the dispute process. '' Barclays was outside of the permitted time frames because they did not process my dispute in a timely fashion. Thus, I think that Barclays Mastercard has an obligation to process the credit to 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 explanation