Consumer complaint received 2020-03-13
Company: BARCLAYS BANK DELAWARE
State: NJ
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:
1. XX/XX/XXXX : We opened a billing dispute claim with Barclays regarding a return transaction in the amount of {$1000.00} at XXXX XXXX XXXX on XX/XX/XXXX that was never credited to our account. 
2. XX/XX/XXXX : Our dispute claim was denied because Barclays confirmed with XXXX XXXX XXXX that a purchase/return/repurchase of an item ( earrings ) occurred on XX/XX/XXXX. However, the dispute was over the return transaction of the same item on XX/XX/XXXX. Although the transactions on XX/XX/XXXX regarding the same item were related to the return on XX/XX/XXXX since the original purchase occurred on XX/XX/XXXX, we did not dispute the transactions on XX/XX/XXXX. We were disputing the return of the item on XX/XX/XXXX. Accordingly, Barclays inquired about the wrong charge/transactions. They failed to inquire about the return transaction on XX/XX/XXXX. 
3. XX/XX/XXXX : Per instructions from Barclays from a customer relationship manager on XX/XX/XXXX, we sent additional proof ( copies of the actual receipts of all the transactions on XX/XX/XXXX and XX/XX/XXXX ) to Barclays via fax. The claim was reopened and has been in under investigation since XX/XX/XXXX. 
4. XX/XX/XXXX-XX/XX/XXXX : We have contacted Barclays numerous times via phone for follow up since the re-opening of the case on XX/XX/XXXX. We have also been in contact with XXXX XXXX XXXX throughout this whole process, and they have reached out to XXXX on or around XX/XX/XXXX. XXXX XXXX XXXX notified us on XX/XX/XXXX stating that XXXX XXXX XXXX credit card department has received confirmation from Barclays that the return was processed without issues. However, we still have not received any credit for this return transaction. Upon receiving this notice, we contacted Barclays via phone on XX/XX/XXXX. They stated that they see in their records communication between XXXX XXXX XXXX and Barclays. Barclays indicates that the dispute should be resolved soon, but they recommended us to send additional proof from XXXX XXXX XXXX showing the return transaction and corresponding reference number. Accordingly, we sent over via fax on XX/XX/XXXX the additional proof from XXXX XXXX XXXX. 
5. XX/XX/XXXX : As indicated above, we have sent via fax again another set of proof from XXXX XXXX XXXX credit card department showing the same thing : that a return transaction in the amount of {$1000.00} occurred. We will have to wait and see how Barclays responds after this fax. However, it is ridiculous to not get any kind of definitive feedback from Barclays at this time even though the merchant 's credit card department has directly contact them and confirmed the return transaction. We feel we are being asked to do too much to get a credit from a return transaction. 

At this point, we are not confident that Barclays will take care of our matter promptly and accurately. We can not trust the information we are getting from Barclays customer relationship managers over phone. We have called Barclays multiple times throughout this whole process in order to keep posted with the handling of the dispute claim. Every time we have called, we received very inconsistent information about procedures for billing dispute claims and experienced very rude customer service ( customer relationship managers hanging up on us, raising their voice on us, etc. ). Also, it appeared that no one could sort out that there was confusion by Barclays and that they inquired about the wrong transactions. We had to repeatedly explain the same things to have them understand that the dispute was over a return transaction that occurred on XX/XX/XXXX in the amount of {$1000.00}. Most importantly, this whole dispute claim is taking very long to resolve because Barclays did not understand our dispute in the first place. They inquired about transactions that were not relevant to the dispute, which should not be an issue at a bank who deals with numerous kinds of credit card transactions and related complications.

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