Consumer complaint received 2023-08-22
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Debt collection
Sub-product: Credit card debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt is not yours

Complaint:
Hello CFPB, Case XXXX XXXX XXXX XX/XX/23 I am having an issue with this card company Barclays. I have done everything with in my rights and I am legally due a refund and I will explain why for both parties to review. This is in regards to case id XXXX Barclays bank. Order number for XXXX is XXXX. This has caused an enormous amount of stress on me. I purchased an I phone and received the wrong merchandise. I filed a dispute with my bank and they are denying my claim for order Apple XXXX XXXX XXXX XXXX XXXX Unlocked Brand New Sealed XXXX XXXX XXXX  Gold Box '' because they are stating the following. They do not receive text like messages as proof this makes no sense because XXXX website via computer or via is phone like to obtain the proof I logged in with my phone to the XXXX XXXX to report the incident and in XXXX Policy it clearly states report any issues via website or via app and in this case I reported the issue with in the website on my phone and snap shotted the conversation showing date/time of interaction with XXXX. Barclays is stating they dont accept that which is not a valid reason because XXXX website is designed like that. If XXXX states to report that way then Barclays must accept this as a form of proof because XXXX does accept images like that and that is my proof that the issue was reported with in the time frame allowed by XXXX per there return policy which states the following. If you receive an item that is not in the condition described in the listing, you may file a return request within 3 days of delivery of the order. Please note that you will not be able to file a return request for an order if you have already accepted the order. according to USPS tracking number and XXXX XXXX tracker tracking number XXXX shows delivered on XX/XX/XXXX @ XXXX and the issue was reported on XX/XX/XXXX XXXX which was well with in the allowed time by XXXX per there policy. I was at work until XX/XX/XXXX once I got home from work thats when it was discovered. I drive a truck and I was at work once I got home it was immediately reported via website on my phone. Another reason Barclays is denying is because they are stating I did not report the incident on time. Yes I sure did report it on time. It was reported the 2nd day and I had 3 days to report it. Per XXXX policy states I report by the app or website which I did. They also state report any issues with in 3 days which I did in 2 days. Another reason why they are denying my claim is they are stating the merchant never agreed to refund you. THIS MAKES NO SENSE. I absolutely DO NOT CARE IF THEY AGREED OR NOT. Here is why. I ORDERED A XXXX XXXX XXXX XXXX XXXX XXXX Unlocked Brand New Sealed XXXX XXXX XXXX Gold Box '' IS THAT WHAT I RECEIVED? No! I never agreed to pay {$2000.00} for a XXXX box! I paid {$2000.00} for a phone! What ever happened in transit or with in that time frame is OUT OF MY CONTROL! I have proof of what I received! I NEVER BOUGHT A XXXX!!! I PURCHASED A PHONE! Therefore I AM DEEMED A REFUND! Legally I am owed a refund! I DID NOT PAY XXXX XXXXXXXX for that ITEM I ORDERED A PHONE! No where in my receipt does it state I will be receiving a XXXX! It states a XXXX and thats because thats what I ORDERED! I have proof and XXXX asked to see the pics and I showed it to them! They are violating there policy! I received the wrong and I reported it in the website browser with in 3 days. I have done everything with in XXXX policy and legally I am owed a refund BECAUSE I DID NOT PAY {$2000.00} for XXXX box. Barclays and XXXX are refusing to resolve this when I have done and sent them all kinds of proof/images/conversation proof and both parties are holding me responsible by not issuing my refund that owed to me. I never agreed to pay for XXXX. I never ordered this. I ordered a phone. Legally I owed a refund. Thats like ( example given ) XXXX order a blue t-shirt and receiving a book and me not resolving it. How is that XXXX fault? If the issue occurred outside of his control thats not his fault but yet me holding him responsible. Barclays and XXXX are holding an innocent consumer responsible for an issue that was outside of my reach and I did everything in the time frame allowed and given yet Barclays and XXXX are holding me responsible for an issue that I had no control over. The reasons for denying this claim makes no sense and I keep informing them and sending them my proof however they are not getting this issue rectified. This concern has caused an abundance amount of stress on me. I have tried several times and have sent all the proof they are yet resolve this. Once again I have all the proof what I ordered and I have proof what I received. I followed XXXX policy. Barclays is also stating XXXX never agreed for a refund nor did they send you a return label. That makes no sense!! XXXX policy states report any issues with in 3 days and I did. Whether they sent me a return label or not does not change the fact that I HAVE PROOF WHAT I ORDERED. I never ordered a XXXX. On my legal document which is my receipt it states what I ordered. I never paid {$2000.00} for a XXXX box. Whether the issue occured while in transit or on delivery XXXX thats NOT MY FAULT NOR IN MY CONTROL! Whats in my control is whether I follow the process that XXXX stated which I have because I CONTACTED THEM ON TIME ALLOWED BY POSHMARK! Thats in my control! I have no control over what happens to my package while in transit! I am deemed and owed my refund legally. I never paid for a XXXX box. If this issue is not rectified my next course of action is to report this issue to the XXXX department of CA because I as a consumer offered {$2000.00} XXXX and received a wrong item. I never agreed to pay for a XXXX box. Please resolve this issue. Once again what happens in transit has absolutely nothing to do with me nor is it in my control. I am owed my refund. I am wrongfully being denied a refund that is legally owed to me. I filed a return request on time ( 2nd day ). It does not matter if XXXX did not send me a return label does not change the faxt that on my receipt it states XXXX and I did not receive that. Show me proof that states you XXXX receive a wrong item? I do not see anything like that on the receipt that was generated by XXXX. I did everything I was told to and yet Barclays and XXXX both are refusing to help me in this matter. I have sent all the proof Barclays needed yet they are not legally helping me. The package was damaged and tampered with and my actual item was stolen and Barclays and XXXX are refusing to refund me. I never ordered XXXX. I ORDERED A PHONE AND MY PACKAGE ARRIVED DAMAGED TO ME AND I HAVE PROOF! PER XXXX POLICY I HAVE 3 days to report any issues after delivery via XXXX app or via website and I reported it via XXXX site from my phone which I have every right to since XXXX clearly states I can report via the app or on website however Barclays is claiming they do not accept snap shots. This makes NO SENSE BECAUSE I AM ALLOWED TO REPORT VIA APP OR WEBSITE ACCORDING TO XXXX POLICY WHICH I WILL ATTACH! Thank you.

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