Consumer complaint received 2022-06-08
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:
On XX/XX/XXXX I was charged {$83.00} by XXXX on my Barclay XXXX XXXX for an annual recurring subscription. Upon trying to cancel the subscription with XXXX they were unable to find my account and informed me I would have to dispute the charge with my credit card company. I disputed the charge with Barclays in XX/XX/XXXX and they did not overturn the charge. I submitted an appeal by mail to XXXX XXXX XXXX XXXX DE, XXXX referencing case number XXXX. I never received any response from Barclays on the appeal. 

Fast forward to XX/XX/XXXX, one year later, I was charged again {$83.00} by XXXX on my Barclay XXXX XXXX. Once again I reached out to XXXX and they were unable and or unwilling to help me cancel the subscription. Once again I disputed the charge with Barclays. The new case number provided by Barclays on XX/XX/XXXX was XXXX. Having been through this process before without reaching a resolution I decided at the same time I disputed the charge to cancel my Barclays account which I had used for approximately 10 years. Upon closing by account I paid my balance off excluding the {$83.00} which had been disputed. 

In XX/XX/XXXX I had not received an update or status of the dispute. However, Barclays did charge me interest of {$0.00} and a late fee of {$29.00}. I called Barclays and explained to them that the only open balance I had was for a charge which had been disputed and I was not responsible for paying for that charge. They agreed to reverse the interest charge and the late fee. I expressed a concern that the same thing would happen the following month and they were not able to provide any resolution. 

I have not heard anything back regarding the dispute and in XXXX - XXXX I did not bother to check if I was incurring interest and late fees. I did not feel that I should have to spend my time calling a massive company such as Barclays every single month to tell them to correct their billing statements. I also felt frustrated and helpless because if the dispute was never addressed I would be stuck in a never-ending cycle of calling Barclays every month to fix my account ( remove interest and late fees ).

Not following up with or calling Barclays monthly proved to be a costly decision. I applied for a car loan in XX/XX/XXXX and discovered that Barclays had reported my account as severely delinquent and my XXXX credit score had dropped from XXXX to XXXX. This nearly prevented me from qualifying for a car loan and cost me a significantly higher interest rate. 

Once I realized Barclays was reporting inaccurate information to the credit reporting agencies I once again began trying to work with Barclays to resolve this issue. I have received absolutely zero support from Barclays on this matter. I was told by the customer care team I would have to speak to someone in the fraud department concerning this case ( XXXX ). I called the fraud department at XXXX numerous times over the past two weeks and was told each time to call back because their systems were down. I called the customer care department back and explained the fraud department was unable to help me because their systems were down. The customer care department told me they were unable to help me because the dispute was with the fraud department. One customer care agent was able to inform me that as of today, XX/XX/XXXX, the case was still awaiting assignment. I don't know how it is possible the case which was created on XX/XX/XXXX has still not been assigned six months later. But then again this is the same company that denied my first disputed charge and never responded to my appeal.

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