Consumer complaint received 2022-07-13
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:
I have been fighting a charge for months and now Barclay is saying I am out of the timeline to dispute a transaction.

Below is the email, fax, and certified letter I sent to Barclay and nothing has been done on the fraudulent charge on my card. 

XX/XX/XXXX Dear Barclay Dispute Department, My name is XXXX XXXX, and I am writing to you in regards of case number XXXX. This has been ongoing issue since XX/XX/XXXX. I have spoken to numerous representatives and dispute investigators about my case. I have been getting the run around and different answers every time I speak to someone. The charge on my card for {$1700.00} from XXXX XXXX XXXX  post date XX/XX/XXXX is a fraudulent charge on my account. I have provided proof to your department multiple times showing that I was not in the country at the time the purchase was made. I never even use my card a XXXX XXXX XXXX XXXX  it was just used as a hold for the account. I have provided you multiple times proof of paying cash for my car rental. In the latest letter your department sent me. It claims I did not open up a claim within the two billing cycles. Below I will provide you a timeline of my experience with your departments. 
XX/XX/XXXX : Spoke to XXXX about the charge on my account and explained my situation. She said she will add it to my records, and I will receive a phone call from dispute Department. ( PHONE CALL NEVER RECEIVED ) XX/XX/XXXX at XXXX XXXX  : Spoke to XXXX. I explained to her I spoke to XXXX on XX/XX/XXXX and explained the situation again. She then provided me with my first case number which was XXXX. Then explained to me that an investigator will be in touch with me. ( Again no one called me back ) XX/XX/XXXX at XXXX XXXX  : Spoke to XXXX. For the third I told my story to a representative and gave them my previous case number. I was told it was still being worked on and that someone will be in contact with me. ( Third time no call back ) XXXX XXXX : Spoke to XXXX. For the fourth explained my situation. After speaking to XXXX, he gave me a second case number : XXXX. He then told me an investigator will look into my case and someone will be in contact with me. ( Fourth time no one got back to me ) XXXX XXXX at XXXX XXXX  : Spoke to XXXX. For the fifth time explained my situation. She looked into my case and that someone will contact. ( First time I was contacted back ) XXXX XXXX : XXXX reached out to me about my case. She stated that the case was opened to late and that there was nothing they can do. I then explained that this has been an ongoing issue since XX/XX/XXXX. She then said that I if I want to reopen case, I need to send a letter to the dispute department again. 
I have been a member for over 6 years, and I have never had a problem like this. I have followed all protocols that your company requires, and I am still not being helped. I am asking for someone to please investigate my case and find out what happened. My card had an authorized charge and I do not understand why this situation was not taking more seriously. I have shown proof countless times to your department that it would be impossible for me to have make this purchase out of country. I need to know what the following steps that I need to take to help clear this transaction off my statements. Please call me at XXXX. Thank You in advance for your help! 
Sincerely, XXXX XXXX

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