Consumer complaint received 2015-09-28
Company: BARCLAYS BANK DELAWARE
State: GA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
On XXXX/XXXX/15, I called Barclaycard to dispute a portion of a charge on my Upromise Mastercard. The charge was from a purchase at XXXX on XXXX/XXXX/15 for {$13.00} but posted on XXXX/XXXX/15 for {$14.00}. I spoke with XXXX representatives and XXXX manager, XXXX, and all told me I had to contact XXXX directly before a dispute could be opened. I asked when that policy changed because in the past, I was not required to contact the merchant to dispute a posted-charge that differed from what I agreed to on my signed credit card slip. All assured me this has always been the policy. I asked each to read me the policy from my cardholder agreement. All told me I could find the policy on Page XXXX of my statement. I explained my statement only went to page XXXX. Each told me it could be found under " Important Information - Your Rights If You Are Dissatisfied With your Credit Card Purchase. '' I explained I was not dissatisfied with the purchase but rather with the amount posted because there was a discrepancy with what I agreed to. I further explained this section did not apply to me because this section ONLY applies if I was DISSATISFIED with the goods/ services purchased and the goods/services must have been more than {$50.00} - neither of which was true. XXXX said " Well, you are dissatisfied with the price, so this section applies. '' All were steadfast in their position that I must contact the merchant first. at this point, I really was at a loss as to what to do, so I asked XXXX to escalate my complaint to the next level. She said she was the highest level I could talk to on the phone, but I could escalate my complaint by writing to the Office of the President at XXXX. XXXX XXXX, XXXX, DE XXXX. I hung up, called XXXX, and had to provide them with my card number over the phone so they could correct the error. I was not happy about having to provide my card number over the phone. Then I researched my rights and learned the Fair Credit Billing Act covers charges that list the wrong amount. I called Barclaycard back to complain about the XXXX representatives. The representative I spoke with apologized about the way the matter had been handled and stated I was correct. I asked the representative to verify the XXXX of the XXXX 's address, and she gave me a different XXXX XXXX XXXX. than what XXXX had given me. At this point I asked to have someone call me back to ( 1 ) assure me the representatives were retrained on the correct policy for billing disputes ; ( 2 ) let me know what I could do in the future if this were to happen, and ( 3 ) provide me with the XXXX of the XXXX 's correct address. The representative said she would notate my request for a call-back and provided me with Case Reference No. XXXX. On XXXX/XXXX/15 at about XXXX, a manager named XXXX called, but I missed her call. She left a voice mail stating if my issue was still not resolved to call Billing Disputes at XXXX XXXX XXXX XXXX. My issue was not resolved because I did not receive any of the information I requested, so I called back. The representative told me managers would always attempt to contact the customer a second time. I explained it did not sound like XXXX was going to make a second attempt because she placed the ball in my court when she told me to call back if my issue was not resolved. That representative put in a request for another call back. As of XXXX on XXXX/XXXX/15, I had not heard back from Barclaycard, so I called the XXXX number XXXX gave me. The representative I spoke with, XXXX, said she did not know how I had been transferred to her department because my Case Reference number was not for a billing dispute, and I probably should be speaking with someone in Customer Service. Rather than get bounced around, I am filing this complaint with the hope of resolving this issue so I do not have to go through this again if I have a billing dispute.

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