Consumer complaint received 2023-07-31
Company: BARCLAYS BANK DELAWARE
State: IL
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:
I contacted my bank Barclays about a refund with XXXX for {$57.00}, I never received. I returned the item in store on XX/XX/2023 at XXXX ( XXXX security camera can confirm ) and even took a picture of the item being in store before leaving because the lady did not give a receipt since it was originally ordered online ( picture I provided Barclay thats shows I dropped off the item, even shows XXXX items and Customer Service Desk in the background ). After a month went past, I reached out to XXXX, who told me to open a dispute with my bank. I did and after opening one, over two weeks go by & I dont hear anything from Barclays about it even though I forsure provided proof. I contact Barclays & speak to a manager who tells me they reached out to XXXX & confirmed it was returned and I would see a credit in a few days. A few days go by & I dont see a credit, I receive a letter in the mail after asking the manager that day to re-send the letter that he said was apparently sent out to me about a credit. When I received the letter, the letter stated the opposite and stated Barclays investigated and XXXX refunded me on XX/XX/2023 for {$17.00} and my dispute is considered closed but in my favor. I was completely confused from this letter because 1. I NEVER received a credit for {$17.00}, 2. There is no activity on my account at all on XX/XX/XXXX, XXXX. How is it considered closed when I paid {$57.00} for the item and not {$17.00}, so even if they refunded me {$17.00} in which they didnt, that still doesnt equal to {$57.00} how can you even give less than half a refund when I returned the whole thing which was one item and that one item was a mattress topper. Barclays claim to have investigated the issue with XXXX but it seems as though they didnt. I receive a letter dated XX/XX/2023 about how they were going to investigate and then on XX/XX/2023 it was all completed within such a short period of time. 

I called on XX/XX/2023 about this letter because not only does it state the complete opposite of what I was told, its filled with lies. Barclays did NOT investigate this transaction at all, and most likely thought I would just accept the letter and move on, or completely forget. I never received a refund from XXXX for that amount on that day, I researched my account looking for it and there is NOTHING of the sorts, I double checked bank statements and transaction history. On XX/XX/XXXX, after calling Barclay multiple times about this letter and to explain to me why they did not actually investigate this and why the XXXX would they say I was refunded on this certain day and I actually wasnt. I asked the representative to find the transaction on my account to confirm with the letter I received and she couldnt and stated she was confused on why I received the letter as well. 

I asked this dispute representative to put me in touch with a Manager to get to the bottom of this and also re-open my dispute and actually investigate it because as of XX/XX/2023 I still dont have the refund of {$57.00} not even a partial refund from it and I dont have the product. The merchant CAN NOT keep the product and keep my money as well. Every representative refused to allow me to speak to a manager and stated one wasnt available, even though they were unable to figure this out. I asked for them to set up a call back with a manager because this letter is inaccurate. The representative who refused a manager then told me on the phone that a entirely different charge for a completely different purchase from XXXX which amounted in {$16.00} on XX/XX/2023 and a different one for {$0.00} was the refund that I was owed from the dispute of {$57.00} and refused to listen when I stated multiple times its not, that was an entirely different purchase and XXXX still owes me {$57.00}. I also asked for proof of this information and if that is what XXXX is claiming and not just the representative herself, to provide ME that documentation that shows what she is claiming is coming from XXXX themselves because at this point its all he/she said. Barclay Mastercard is basically speaking on behalf of XXXX without showing ME the customer any proof of communications with XXXX. I would like all proof and the receipts XXXX have apparently provided to Barclay that shows the {$16.00} & {$0.00} are directly related to the original charge of {$57.00} because if an investigation was actually done & Barclays reached out to XXXX they would give me the supporting documents that were used to verify I was refunded but BARCLAY CAN NOT DO THAT BECAUSE THEY DID NOT ACTUALLY INVESTIGATE. 

I am making this complaint to have the company that closely monitors Banks contact Barclays so they are AWARE of what Barclays is doing, have Barclays re-open my dispute, and also provide me all the documentation that the merchant provided to support the {$17.00} that was apparently refunded to me. Once again I have NOT received a refund from XXXX, I bought a mattress topper for a total of {$57.00}, I RETURNED the mattress topper that cost {$57.00} but have yet to receive that refund to my Barclays account. I also have yet to receive a call back from Barclays as of XX/XX/2023 even though I was told someone would call me back after being refused a manager multiple times on XX/XX/2023. I called at least six times on XX/XX/2023 trying to get this resolved and at this point XXXX is refusing. 

As of XX/XX/2023 I tried reaching out to Barclays again about the issue. I reached out to their billing disputes department and regular department by calling XXXX which is the number listed on the letter and called XXXX which is listed on the back of my card. Ok today XX/XX/2023 the associate I first spoke too acted clueless on what I was talking about, so I once again asked for a manager where I was put on hold for a long time & then I get told either the manager isnt available or the associate tried to relay a message of what the manager apparently said, even though I have asked multiple times to speak to one MYSELF, as the regular associates employee, XXXX who works in the disputes department, I spoke to on XX/XX/2023 could not get manager on the phone after asked for one more than two times and stated it takes 48-72hrs for a call back. When I called multiple last week and more than 72hrs have passed. 

I am also attaching pictures of the original letter I received, and also the same letter I received again after asking the associate to mail it out to me again, the day I asked this was on XX/XX/2023 as the first one hadnt showed up yet. The reprint of my statement is not actually my statement it was the letter about the {$57.00} being in dispute. 

Please also note, I am attaching pictures of my call log, of me speaking to Barclay on XX/XX/2023 where I was told the {$57.00} would be credited to my account within a few days. The same number I called, is the same number on the back of my card. 

Please also note the dates of the letters I received of Barclay closing my case & saying I was issued {$17.00}, it is dated XX/XX/2023 a day before I spoke to an associate who never once on XX/XX/XXXX mention anything about what the letter said nor did he ever state I was already apparently credited, I wasnt told the dispute was closed either on this day even though on his end he could see this letter as he was the one that told me a letter was sent out & I simply requested it to be sent again because I did not know. This employee willing withheld this information from me while I kept asking when did Barclay speak to XXXX, when will I receive something stating Im being credited the {$57.00}, I can see now all the questions I asked this associate he just lied because why not mention & say whoever investigated the issue apparently said I was credited already.

I would advise ALL Barclay card holders when filing a dispute with this XXXX disgusting company to get ALL documentation & communication that went into investigating the dispute as it is our right.

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 explanation