Consumer complaint received 2020-03-30
Company: BARCLAYS BANK DELAWARE
State: NY
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:
On XX/XX/XXXX, I bought {$190.00} worth of merchandise from XXXX. One item was backordered, so I was not immediately charged for it. The rest of the items shipped on XX/XX/XXXX, when my Barclays Visa credit card was charged {$170.00} ( representing the prices of only the items that shipped ). Barclays later informed me that this charge posted to my account on XX/XX/XXXX. The items that shipped on XX/XX/XXXX never arrived at my residence, so I called XXXX customer support to request a refund. The XXXX customer service representative submitted a claim on my behalf. 

On XX/XX/XXXX, I received an email from XXXX customer support notifying me that it could not issue me a refund because it had a proof of delivery on file. The email said I could dispute the charge with my credit card company. On the same day, I called Barclays to dispute the {$170.00} charge. Barclays initiated a claim and issued me a provisional refund of {$170.00}. 

On XX/XX/XXXX, I received a letter from Barclays dated XX/XX/XXXX. This letter notified me that Barclays had taken back the {$170.00} provisional refund because it had received proof of delivery information from XXXX, which was enclosed with the letter. The letter also said that I could write to Barclays within 10 days if I disagreed with its decision. 

On XX/XX/XXXX, I faxed and mailed to Barclays a letter explaining that I disagreed with its decision to take back the {$170.00} provisional refund because the proof of delivery information enclosed with its letter did not prove that the items in question were delivered to my residence. I pointed out that one of  the proof of delivery pages was a completely blank form belonging to the incorrect shipping company, and the other pages not only did not list my address, but indicated that the items had been left in a " Mailroom. '' I attached photos showing that my building does not have a mailroom, and that all packages must be left outside because only letters can fit through the mail slot on the front door. 

On XX/XX/XXXX, I received a letter from Barclays, dated XX/XX/XXXX, explaining that " we're not able to assist you with obtaining a credit to your account due to the following : We are outside of the permitted timeframes to continue this claim through the dispute process. '' On XX/XX/XXXX, I received another letter from Barclays, also dated XX/XX/XXXX, explaining that " we're unable to pursue credit on your behalf for this particular transaction ( s ) for  the following reason : The chip on the card was read and validated during the authorization process or the card was present and CVV confirmed. '' Regarding the first XX/XX/XXXX letter, I acted within the time frames Barclays gave me during the dispute process, so any delay that occurred was on its end. It is unfair for Barclays to delay the process and then claim it is unable to assist me because the process has taken too long. Regarding the second XX/XX/XXXX letter, the explanation provided is completely irrelevant, because my issue with the {$170.00} charge was not that it was a fraudulent charge made without my permission, but rather that the items I did purchase never arrived. The fact that these two letters were sent so close in time makes it appear that Barclays did not attempt to resolve my dispute in good faith.

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