Consumer complaint received 2022-11-26
Company: BARCLAYS BANK DELAWARE
State: MD
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 just spoke for the final time today with a " manager '' regarding this account. 

I called over a week ago when I noticed that movers I used charged me 3 times for a move I did on XX/XX/22. I reached out to the moving company and they did not respond to me. The card company did not flag them as fraud so I didn't realize the charges were made until I logged in to change my address and noticed the balance was higher than typical. I believe this date was XX/XX/22 but possibly sooner than that. I called and made a dispute, but the agent only disputed one of the two charges that were in question. 

I called back XX/XX/22 when I noticed that I only got one provisional credit after logging in to check on the status ( I assumed I would have gotten an email or message on the portal about the case but saw nothing ), then was told that they needed more information and that they were not going to issue a provisional credit because I didn't have proof that I didn't agree to the transaction. The agent then transferred me to an onshore rep who was unable to add the second transaction so I asked for a manager call back. 

I got a call back on Friday from a manager. She did not bother to check the reason I asked for the callback and stated, " I dont know why you asked for a call back '' and then transferred me back to the dispute department who was still unable to dispute a transaction but was able to submit a manager callback. I then called back to make a complaint and that agent was finally able to dispute both charges. 

Today, I got a callback from a second manager. This manager was able to confirm that they sent information to the wrong address despite having my correct address on file and they also confirmed that allegedly someone called me on XX/XX/22 but they did not leave a voicemail, I also don't have any missed call from any unknown number on this date, so I questioned if they ever called me. 

I asked if she could either email me or mail me the information that they need in writing, she refused to do so and said that if I didn't understand her verbal instructions ( she was not consistent in her instructions and would frequently refuse to answer questions directly ) that I risked the investigation being closed. 

I have NEVER had to jump through so many hoops with other banks to dispute a transaction. I have never had a company refuse to provide instructions in writing to support an investigation. I feel like they were more focused on trying to paint me out as a escalated caller, at one point I stated " be XXXX for real '' in response to one of her many snide comments and she used that as a tool to try to end the call for the duration. It took 40 minutes of her trying to dismiss my questions for her to finally calm down and just answer things directly. She even went as far as stating on the call that I recorded that the reason why she wont answer the questions I was asking for 40 minutes that she would not answer is because she believed that I " would not like the response '' Yet, when she finally answered them, I was able to have a clear understanding of the process. 

The merchant has not returned the money, and I as of this moment do not have a clear understanding of what is needed to finish the investigation because the credit card company has now stated that they refuse to provide me anything in writing explaining the process because they have allegedly called me to give that information although I have no record of a call and they acknowledged they never sent a letter or voicemail, etc.

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 monetary relief