Consumer complaint received 2016-11-25
Company: BARCLAYS BANK DELAWARE
State: PA
Product: Credit card
Issue: Billing disputes

Complaint:
I was a member of my airline rewards credit card since 2010. The card is financed through Barclaycard. When I unknowingly ordered counterfeit items from a fake website, I immediately called Barclaycard. I was told they could not stop the charge. Though I told them that the website was fraudulent, the customer service representative did not start an investigation into my complaint. Even after I requested that my card number be canceled on that same call, while the representative cancelled the card and issued a new card, interestingly the representative did not start an investigation into my complaint. I separately tried to request a refund from the fraudulent company, but because they were criminal counterfeiters, they gave me the run around. I eventually revisited the website, XXXX, and found that it had been shut down, and replaced by a notice of litigation from an international law firm. The law firm recommended that victims contact their credit card company for a refund. Having heard that my brother 's credit card company, XXXX, had immediately issued a credit to him for a similar purchase to the same website on the same day, I expected that, for sure, Barclaycard would do the same. 
To my surprise, not only had they not started an investigation into my previous complaint, but they refused to issue an immediate credit, a courtesy credit, or even a conditional credit, despite my repeated requests in response to their often repeated statements that I was a " valued customer ''. I was forced to speak to several individuals, each more robotic than the other in their responses to my request for a credit in this issue. Despite my giving details regarding the fraudulent website, the misrepresentation of products offered, the counterfeit products received, and the pending international lawsuit, none of the Barclaycard representatives looked into my request. Instead of applying a credit to my account, I was to speak to the " Investigations Department '', then the " Investigations Department '' told me to speak to the " Disputes Department '', then the " Disputes Department '' told me to send a written request for a review by the " Disputes Department ''. When I asked for a supervisor, the supervisor told me to file a " Dispute '' with the " Disputes Department '' who would investigate my request and decide if I should be issued a credit. When I expressed my extreme frustration, I was forwarded to another person and I requested a credit of the {$100.00} charge or a close of the account. Instead of issuing the credit, I was then transferred to a customer service representative who asked me to once again, for the third time today, explain my request. I recanted the same concern. To top it off, this representative, identified by number " XXXX '' told me that I did not understand. When I told the employee that as the VP of Compliance at my company, I not only understand policy, I also understand customer service and courtesy for a long-time, loyal customer. I then asked for the name of the Barclaycard Compliance Officer. Representative " XXXX '' did not know the answer to that question. He transferred me to his manager, " XXXX '' employee number " XXXX ''. XXXX also did not produce the Compliance Officer 's name or contact information. Instead, I called the " Office of the President '' where I spoke to " XXXX '' who confirmed my previous calls in their system, but did not check the XXXX website. Instead, " XXXX '' told me it was against the law to credit my account, even " provisionally ''. He misrepresented the law. 
This was a remarkably uncaring, non-courteous and disappointing interaction with Barclaycard. It was disturbing that no one knew who their " Compliance Officer '' was when I asked to speak with him or her. It was further disheartening when I asked for their ethics hotline there was no information shared with me. In the end, I had to cancel the car

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