Consumer complaint received 2020-10-22
Company: BARCLAYS BANK DELAWARE
State: NC
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 was falsely charged a total of {$900.00} plus the interest that is currently accruing. Below is the letter that I sent to Barclays for my XXXX   XXXX. The only way I can contact them to complain about an incorrect charge is to send in a snail mail letter. 

I sent in a letter the first time just circling my statement mischarges thinking that was enough for an investigation and a phone call to me. However, that claim was denied. And so I mailed in another letter and have now not heard back in over a month. When I called to check on my second letter I was hung up on or disconnected after waiting on hold for 30 mins. 

Also, I have a XXXX credit rating and have no history of bad credit. 

2nd letter as follows : First of all, let me tell you that I am in despair over this and can not afford to lose {$1000.00}, in reality, losing this amount of money will affect whether or not I can travel to visit my family during the XXXX ( all because of an ATM glitch ). I am not someone who can afford to just not fight this. And I only travel with and use this card because it is supposed to protect me from situations like this. 

Recap : I am writing in a second attempt to dispute 2 charges that were incurred to me wrongly. 

I traveled to XXXX this XX/XX/XXXX XXXX and took my XXXX credit card into the XXXX XXXX  in XXXX XXXX, to make sure that I went to a legitimate bank with a legit ATM to withdraw pesos.. Precisely to make sure that I did not go to a sketchy ATM on the street or one that charged exorbitant fees. 

On the XXXX of XXXX I put my card into the machine and entered my pin number. The machine read the card chip and I entered to make a withdrawal in pesos, which amounted to $ XXXXusd. 

The machine displayed a spinning circle on the screen after it accepted my withdrawal and then said incomplete transaction, would you like to try again? I then entered my pin again and attempted to try again to make the withdrawal in pesos and the same thing happened. The ATM displayed an error message and I received NO pesos with either attempt. 

This resulted in 2 charges to my AA credit card that I am disputing. 

I did not go to the XXXX XXXX  to complain because I figured this was just an incompatibility and I had no indication that I would actually be charged twice on this card if I didnt actually receive any money, of course. 

I do not have a receipt for the transaction ( s ) but I do know for a fact that I never received any money from a XXXX ATM in XXXX in XXXX of XXXX. 

My assumption was that the ATM was out of money or there was another ATM issue causing me no receive the error message and to NOT receive the pesos requested and therefore I did not go to the XXXX XXXX to complain. 

My XXXX statement clearly shows that on the same day, I received XXXX   from a XXXX ATM ( which was located across the street and I successfully used immediately following the 2 failed attempts with the Santander ATM ). 

My initial request was denied citing that my chip was read by the XXXX XXXX  ATM. I am not denying that the ATM read my chip ; I am denying that Barclay released money to the XXXX ATM resulting in the failed attempt to receive money from the XXXX ATM. 


I am requesting for a second time that I receive a full refund for the following charges : 1. my first attempt to withdraw pesos- {$420.00} 2. my second attempt to withdraw pesos- {$420.00} 3. transaction fee associated with my first attempt to withdraw pesos- {$21.00} 4. transaction fee associated with my second attempt to withdraw pesos- {$21.00} 5. all interest accrued to my account for not paying these incorrect charges - {$14.00} My first dispute on this was denied, I am now including this receipt of proof of my experience. I did not understand this and would expect to see proof of your transaction with the XXXX XXXX  saying that they gave me the funds if this would be denied again. 


I expect this to be looked at more closely this time and expect a full refund for the above charges to rectify this situation. If I am to be denied again, I expect to see proof that shows that funds left Barclay and were received by XXXX XXXX  for the exact amounts described above on the dates in question. In that case, my case would need to be pursued with XXXX. 

I assure you that I am not taking these charges lightly and that I will pursue this case until it is solved fairly. I look forward to your response. Please dont hesitate to reach out to me if there is anything I can do to help clarify. My cell phone is XXXX and my email is XXXX. 

Thank you, XXXX XXXX XXXX Barclay customer since XXXX ( I then attached the bank statements below this letter showing the mischarges )

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