Consumer complaint received 2020-02-23
Company: BARCLAYS BANK DELAWARE
State: WA
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:
Barclays credit card selected the charges for our Property Taxes to the XXXX County Treasurer IN ERROR AND ARBITRARILY as a disputed charge ( original charge posted XX/XX/XXXX for {$1900.00} ). I never disputed those charges. I have asked for the dispute to be provided to me, and was told that there is not one. Barclays initially paid the County Treasurer for those charges, and then on XX/XX/XXXX the amount of our property taxes ( {$1900.00} ) was charged back to the company that processes payments for the XXXX County Treasurer - XXXX XXXX XXXX. WE WERE NEVER NOTIFIED OF THE CHARGEBACK, OR CREDITED BACK FOR THAT AMOUNT. I called Barclays customer service twice after receiving the delinquent notice for our property taxes and was assured that the charges had been paid and that nothing was amiss. 

Only after numerous emails and phone calls with the credit card processing company, XXXX XXXX XXXX and the XXXX County Treasurer and after finally receiving a copy of the actual chargeback, was I able to get someone at Barclays to research this chargeback further. 
I was then told on XX/XX/XXXX by Barclays fraud department, that for unknown reasons the amount of {$1900.00} was classified as fraudulent and charged back to the merchant XXXX XXXX XXXX. At that point I was assured by XXXX ( the lady I spoke to at the fraud department ) that the charge back to XXXX XXXX XXXX will be reversed and that the payment will be received but it might take 30 days for the process to be completed. 

On XX/XX/XXXX I faxed a letter to Barclays office of the President explaining this situation, after talking again to Barclays customer service department, as we were still accruing late charges on the overdue payment after XX/XX/XXXX. Customer Service Case # XXXX, executive case # XXXX. 

My case was assigned to a lady at the office of the President who has credited my account for the late charges we accrued up to XX/XX/XXXX ( {$240.00} ), but has made absolutely no effort to help me in making sure the payment of {$1900.00} has been submitted to XXXX XXXX XXXX, as I was told, so our Property taxes are paid. My phone calls are not returned, they have not provided me with a tracking or confirmation number for the payment, even though I have left messages letting them know that the money has not been received. There has been no follow up, no written communication, or reply to my email to the Office of the President. 

After many emails and phone calls with the merchant XXXX XXXX XXXX, I was informed on XX/XX/XXXX that the payment has NOT been received. And no credit has been given to my account for the amount of {$1900.00}. I have already paid Barclays for the charge on my credit card for that amount ( that was charged on XX/XX/XXXX ), as our credit card balance is paid in full every month. 
It has now been 37 days since the chargeback was supposed to be reversed and 50 days since Barclays Bank has had my {$1900.00} and has not returned them, even though they have acknowledged this has been their error.

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