Consumer complaint received 2019-09-05
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:
Around XXXX on XX/XX/2019 around XXXX XXXX XXXX XXXX, MA XXXX, I crashed and totaled my car. I called around to see which towing company could tow my car home so I could deal with both the car and insurance in the morning. Only Road Assist " XXXX XXXX '' picked up. They asked me to sign a document and pay ahead of the service and that once payment was confirmed, I could go home and wake up with the car in front of my house. 

Unfortunately, upon waking up at XXXX, my car was nowhere to be found.I called them to ask them where my car was. Turns out, this is a third-party towing company ( or even a fake onee ) with zero towing trucks of their own. They have since closed down their business/their phone number is filled to the brim with voicemails. They make money by having desperate people call them and then calling actual towing companies to tow callers ' car and taking a portion of the payment, which is why they ask for payment upfront. ow do I know that? Because the man that they sent to tow my car couldnt find my car and called me. I asked him what company he worked for and why he came to the site at around XXXX, when I had asked for my car to towed at XXXX. He replied that he had gotten the call from Roadside Assistance  at around XXXX, strangely around the time I called them in the morning asking where my car was and not when I called them initially to have my car towed. I believe his man is probably the one that signed the receipts at XXXX with the XXXX ( check? ) signature that they are touting as me signing the receipt and paid without any issues. Even if I ever wanted to sign a quick signature, itd be at the least the XXXX portion of my signature and not a XXXX. 

I XXXX  to where my car was crashed at around XXXX after hearing that the man they sent couldnt find my car and in fact, couldnt find the car. I spent the next 2 hours trying to find out where my totaled car had gone, calling multiple police lines and different towing companies. It turns out police had towed my car at XXXX to XXXX XXXX yard. I had to then go there, sign, and then pay both the tow to the yard and to have my car towed to the garage to be inspected. I have attached the receipts. So not only did this company not even attempt to tow my car in the morning when I called, the person they called arrived so late that they were 5-6 hours past my car being towed. 

I call the merchant politely asking for a rightful refund, as I had not received the services they had promised, and at this point I was on track to pay 3 different towing expenditures, one of which had not even seen or touched my car. They asked for a {$100.00} fee for their time and having sent out a man to the site. They did in fact send a man, yes, I wont deny that. But they sent the person 5-6 hours after my car got towed and then did not do anything. Is that my fault that I have to pay for their negligence and lousy work? 

At this point, I opened up a dispute case with my credit card company, Barclays US, who unfortunately had just as much negligence on their part handling this case. After getting off the phone with Barclays, they said they would handle it. I did not hear from them until 3 months later, XX/XX/XXXX saying that they had decided in the merchant 's favor. Not once did Barclays US ever communicate to me, by mail, phone, or email asking me for my evidence. Our only interaction was late XXXX when I opened up a dispute on the transaction. The XX/XX/XXXX letter, dated XX/XX/XXXX, said I had 10 days to reply with my counter evidence to the merchant 's " evidence. '' I've since have been trying to get Barclays to reopen the dispute but they refuse to since I replied " too late. '' The merchant sent in forged signatures and a " job completed '' screenshot of their logs. 
I received a service call from Mr. XXXX XXXX, arrived at his location and provided him with the price and scope of the service prior to starting. He agreed to our terms of service and authorized the work, I completed the job to the customers satisfaction and he signed the attached receipt and paid without any issues. 

Yes. He did indeed receive a service call from me, Mr. XXXX XXXX. This proves that he never once saw my credit card in person nor me in person as we only had contact over the phone and he had misheard my name. No, he did not arrive at my location and provide me with a price. He told me the price over the phone and that I had to pay online prior to him getting a person out to my location. No, he did not actually come out in the end, he hired another towing company to do so the next morning. He did not complete the job as my car did not end up in front of my house. I did not sign the attached receipt because I was never there at XXXX. I had come only after the man they sent couldnt find my car and went home. The only person that signed that receipt was probably the towing company they had hired. I was asked to pay PRIOR to starting, simply look at the time when the credit card was charged. Also paid without any issues? I contacted him with many issues after the job was complete. This company must be withholding the multiple phone calls I had asking where my car was, asking if they could cancel their lousy service, and asking if they could cancel the charge because they didnt even touch my car and that it had been towed by police. He did not attempt to call me of recent. In fact, they were rude when I originally had called for a refund before the dispute. 

A copy of a job complete from their very own system? Of course, theyre going to mark it off as complete and not incomplete. It is absurdly biased evidence. Also note that they admit that I called at XXXX and they completed their job at XXXX. Really? 8 hours later? My car got towed at XXXX. 

The fact that my car ended up at XXXX XXXX in XXXX XXXX is enough proof that this company never touched my car. There would be no chance that I would purposefully tow my car to XXXX XXXX yard, to tow it back home only to dispute my charge with this company. I wish there was a way to have these indecent people punished. I should honestly be taking {$200.00} from them instead of them trying to. They have intentionally fabricated fraudulent evidence in a shameless attempt to deprive me of my funds and honestly should be prosecuted in one way or another. 

Please see attached copies of my signature and copies of the receipts of my car actually being towed by XXXX XXXX at XXXX. The Merchant claims my car was towed at XXXX. I have been scammed by this lousy " towing company '' and Barclays US has been a negligent bank that won't stand up for its customer. I have asked Barclays to reopen my case 3 separate times but they have insisted that I have replied too late. 

Simply said, they sent a letter dated XX/XX/XXXX, after allowing the merchant to respond, I received it XX/XX/XXXX and replied XX/XX/XXXX, but Barclays just insists that I replied too late. I never had a chance to present my evidence or case and feel I have been unfairly scammed by two different companies. I have asked for certain documents from Barclays US but while they insist theyve sent it, its been months since. If you could, please ask Barclays US for the merchant 's " evidence. '' and compare their times, dates, receipts, and signatures to what I have attached.

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