Consumer complaint received 2021-07-18
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:
Hi. Good MORNING, sir! my name is XXXX XXXX. My social security last 4 digits XXXX and My card number is XXXX .my address is XXXX XXXX XXXX, XXXX XXXX, XXXX , NY XXXX. I am one of Barclay 's credit card customers. it's really very shameful that I am complaining but I don't have any other choice. first of all, every credit card company has a protection policy for their clients. if you don't receive an item or some fraudulent transaction happened the company will protect their clients. anyway, long story short. a few months ago I bought a watch from XXXX and I strongly requested them during package delivery, the sign is mandatory, and also the seller agreed with my request but a problem arises when XXXX  without delivering the item they said they delivered and signed by XXXX. which completely false so I called XXXX  and ask them to provide me a digital copy of my signature. the XXXX  representative was saying that sorry, there is no significant image because the driver released the item by himself then I asked him why the driver lied on the proof of delivery paper that signed by XXXX ( me ). he has no right to leave my packets without signature where it was mandated. he said you can ask for a refund of your money from the seller and the seller should contact us for reimbursement also we will contact you later. ok. right away I sent an email to the seller that why didn't send my watch with a signature upon delivery but the seller responded that they didn't send the item without a signature. I was so upset. later I informed my credit card company that my item didn't deliver so hold this transaction. in the meantime, I informed the seller that XXXX  told me to call them for reimbursement because without delivery of the item they said they did also falsely calm signed by me. I also said I already let them know ( credit card company ). after that, I uploaded proof of all documents for dispute transactions. everything was normal. the seller said they contacted XXXX  and also wanted to know if I have any updates. I said no, and I said to them please don't waste your time apply for compensation. on XX/XX/2021 I have learned that Barclays card charged me XXXX dollars which were under investigation. I couldn't believe it so I called the service center at XXXX XXXX  at XXXX  and he said to me to dispute through the online. I did. I have attached every single correspondence here. a few days later I got a mail from my previous landlord, which was from Barclays. where it was mentioned that if you want to dispute this transaction, please respond within 10 days by fax or mail. I faxed before when I first contact customer service at midnight but I faxed again. after that I called to make sure that they got my fax but the representative said they didn't get it so I asked how it's possible I sent it on last night. she said no problem please check on Monday then I said the letter mentioned within 10 days and 8 days already passed. she said no problem. ok. I called them on Tuesday XX/XX/2021, the first one said one statement, and another one said another statement. if listen to 50 minutes recorded conversation then you would know what she said. I contact them again on XX/XX/2021, now she was saying a decision has been made on XXXX then I asked her, what? I didn't get any email or mail or secure message, she said no problem, I going to reopen this dispute again, and you will get a mail within 7 to 10 days also I asked if this happens like before again then what should I do. she said it won't be repeated. ok. again I called them yesterday ( XX/XX/2021 ) this time my case has been turned completely 180 degrees. she was saying the case is closed, I REPLIED wait a minute. I just spoke 2 days ago she opened the case and gave me the case number. cis XXXX now, what are you talking about? She said the case is closed and it can't be reopened again. I was thinking that perhaps this was my big mistake to be a Barclays cred card customer. why they are so much unorganized and unprofessional. no one knows what going on. this is really unbelievable that this sort of service is from a well-known company. My humble request to you please check my all documents. I hope this is enough evidence to prove that they never delivered my item and Barclays credit card company cant approve it. This is completely against the consumer rights policy. I would be most grateful if you would look into this matter as soon as possible. Thank you so much for your time. Have a wonderful day and weekend.

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