Consumer complaint received 2016-07-20
Company: BARCLAYS BANK DELAWARE
State: DC
Product: Credit card
Issue: Billing disputes

Complaint:
I attempted to contact Barclay 's Office of the President as indicated on XXXX website but no resolution was achieved from this. 

On XXXX XXXX, 2016 a charge of XXXX was posted to my account that I never authorized. I called Barclays on XXXX XXXX, 2016 to dispute the charge after attempting to resolve this with the merchant XXXX XXXX. I had never authorized the charge to begin with. I was provided case Id : XXXX XXXX I received a letter on XXXX XXXX saying the dispute had been overturned, and the reason was suppose to be attached. However the printouts given to me were completely illegible. I have taken a picture and attached it. If you can read the printout, I salute you. It stated if I did not agree with this decision I should call XXXX. I called that number on XXXX XXXX, 2016 at XXXX EST. The representative confirmed that the paper they did send me were illegible but her notes state that I canceled the service after the purchase and that is why the dispute was denied. I responded that I canceled their service because they sent me a case of wine that i never ordered and billed me for it. They also never sent me any notification that this was coming nor how much I would be charged. Therefore, I was n't interested in being a part of this club. However, that did not take away from the fact that I never agreed to the purchase nor did I authorize it. She said I could have the case reopened, but she can not do it over the phone ( all of this if your calls are recorded can be verified ). That i would need to send a message to have this reopened. She also suggest I contact the Purchase Protection team and try to use that benefit where companies do not accept returns. I called the purchase protection team and they denied the claim saying that wine is not covered under purchase protection. 
So I wrote to Barclays, and received a message that said they are unable to help me and I need to call the number mentioned above. The same number who said they ca n't help me and that I should write to them. 

I will not be a ping pong ball between departments! I have already done my share and called. I have reached out to purchase protection, I have written to Barclays team. XXXX of those XXXX should be able to resolve this. At the end of the day, I did not authorize the purchase, I worked with the merchant in good faith to come to a resolution, I expect my card to protect me and not make me jump through hundreds of hoops. 

The offie of the President called to say they would sign with the Business. Their argument is that it was a membership with Vinesse I agreed to and it was in the terms of reference upon sign up. I responded that the terms of reference included I would be notified prior to any shipment. In fact, I am suppose to be notified 7 days prior to any shipping and billing which the merchant did not do. So if Barclays are going to reference the terms of agreement from the business then it needs to be complete and not just the parts that suits them to not process the refund for the dispute. The representative said there was nothing they could do ignoring the part of the terms of agreement the business violated. SO they picked the part of the terms of agreement to suit the business and not the consumer. The agent said when I use my credit card " you are taking a risk '', I responded that Barclays ' advertises that I would be protected against such risks, it is the reason I pay an annual fee. So the dispute team only refunds the client in the merchants agrees to it, which is not actually protecting the client at all. 
I expect the transaction to be refunded and the annual fee to be reimbursed.

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