Consumer complaint received 2015-03-21
Company: BARCLAYS BANK DELAWARE
State: MA
Product: Credit card
Issue: Transaction issue

Complaint:
On XXXX/XXXX/2015 my sister initiated a credit card payment through XXXX XXXX XXXX online bill payment system to L.L. Bean Visa ( Barclay Bank USA ). The original credit card balance due was {$4700.00}. The amount entered by my sister ( in error ) was {$47000.00}, an over payment of {$42000.00}. 

I uncovered the over payment on XXXX/XXXX/2015 and as an authorized user on both accounts, immediately called both banks. Barclay Bank US informed us that they would return the original payment of {$47000.00} by issuing an online payment back to XXXX XXXX XXXX. They additionally instructed me to make another online payment for the original amount owed ( {$4700.00} ) before the statement due date of XXXX XXXX to avoid interest charges and late fees, which my sister did on XXXX/XXXX/2015. We were told by Barclays Bank US that it would take a week to 10 days for the original payment of {$47000.00} to be returned to XXXX XXXX XXXX numbers were assigned by both banks to our issue On XXXX/XXXX/15, after confirming with XXXX XXXX that no refund had been received from Barclay Bank, I contacted Barclay Bank XXXX again and re-explained what had transpired to date. I was given no explanation why nothing had happened yet on our case, was issued a new case number and told the the original payment of {$47000.00} would be returned to XXXX XXXX within 2 days. 

On XXXX/XXXX/2015 after receiving no payment from Barclay Bank USA, I contacted Barclay bank again, was told that the case number assigned to the call I made on XXXX/XXXX/15 had been closed because Barclay Bank USA was unable to issue a refund to XXXX XXXX XXXX because the original payment had been made through a " XXXX party ''. I asked why they did not inform me of this and got no answer. I questioned who the " 3rd Party '' was and they could not tell me. I got the agent from Barclay Bank USA to conference in XXXX XXXX XXXX online payment department, and the agent from XXXX XXXX confirmed that they use a " 3rd Party '' to process their transactions and recommended that Barclay Bank USA just issue us a manual check for the credit balance on our account, which the Barclay agent agreed to do. I was told by the Barclay Bank agent that this would be done within the next 24 hours and that it would take a week to 10 days for us to receive the check by US mail. She also mentioned that we could monitor our account online and that when we saw our credit balance return to XXXX, we 'd know the transaction had processed. She also assigned a new case number to the transaction. 

On XXXX/XXXX/2015 after seeing no change in our Barclay Bank Credit balance, I called Barclay bank again, went through the whole history again, was told that I 'd get a call back that day by a manager, which never occurred. I repeated the same process on XXXX/XXXX/15 and XXXX/XXXX/15, was given no feedback on the status of our case and told a manger would give me a call back, which has not occurred.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation