Consumer complaint received 2016-05-22
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
Item purchased not as described and vendor would n't answer means of contact provided on invoice for return, no address provided. As a result of not being able to contact the vendor I opened a dispute ( Case ID XXXX ) with Juniper bank specifically noting I could not get a response from the merchant and an address was n't available. A received a denial letter on XXXX/XXXX/16 stating the vendor had n't received the product back yet and Juniper stated the dispute was closed. I acknowledged said fact as it was the entire reason for opening the dispute and as requested by Juniper I sent a written request to reopen the dispute on XXXX/XXXX/16, they obliged. On XXXX/XXXX/16 Juniper called me and noted the dispute was re-opened and I verbally requested the vendor 's address for return. They said they 'd call me back. On XXXX/XXXX/16 I called Juniper and requested the address for return and was told the dispute was closed. I informed them it should n't be as they already acknowledged receipt of my XXXX/XXXX/16 letter requesting re-opening. The Juniper agent, said " ok it 's opened again '' and I yet again requested the vendor 's address. Juniper said they 'd call me back. On XXXX/XXXX/16 I called Juniper again and requested the address, the rep. gave it to me this time and I asked, " will I receive the full refund upon the vendor receiving the returned merchandise? '' The recorded response was, " yes provide us with written tracking that it has been delivered and we 'll credit your account. '' I shipped the package on XXXX/XXXX/16 and upon delivery provided Juniper with written documentation of its delivery. On XXXX/XXXX/16 I received a letter stating I would not be receiving the credit as the case has been closed since a letter dated XXXX/XXXX/16, one I never received. Also note above everything that happened after XXXX/XXXX/16, XXXX/XXXX/16 the operator noted it was re-opened and XXXX/XXXX/16 being told to mail the merchandise back for a credit. Why if it were closed are they telling me to send merchandise back? Only after I jumped through all of their hoops and incurred additional ( return shipping expense ) did Juniper renig on their offer. I called and spoke with a so called Sr. Customer Service Management and asked why I was told to send the merchandise back on XXXX/XXXX/16 if the case had been closed since XXXX/XXXX/16? I was told the ( XXXX/XXXX/16 ) rep. did n't have the authority to do so and for me to deal with the vendor!!?!!? I guess the Sr. Customer Service Manager did n't even read the file or she 'd know that 's the entire reason for the dispute in the first place. I asked Juniper to stand behind their XXXX/XXXX/16 rep. and they would not even though it 's on a recorded line. The Sr. Customer Service Rep. said she would need a RMA from the vendor ... ... ... ... ... .the one I ca n't get in touch with and proved to Juniper multiple times throughout the process.

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