Consumer complaint received 2023-09-14
Company: BARCLAYS BANK DELAWARE
State: CO
Product: Credit 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 used the XXXX website to rent a XXXX car from the XXXX, XXXX XXXX under the rental agreement XXXX for the amount of {$120.00}. The woman behind the counter kept pushing the damage insurance and I declined. After I had signed all of the paperwork at the rental office she refused to provide me with a copy of the rental agreement. 
This included the paperwork where I would highlight damage to the vehicle. I asked twice in front of 3 colleagues. She refused and said it was not necessary. She told us the keys were in the vehicle and gave us a small card with the vehicles location in the parking garage. When we checked the vehicle out there was no one there to greet us or go over any prior scratches to the vehicle. As the vehicle was already covered with general wear and tear scratches we took a video of the vehicle and left the garage. The small scratches were already there. 
When I returned to drop the car off the following day I asked the attendant to check us in. He said that we were good to go and kept directing traffic. We took a video and left. 
After returning home I found a charge of {$570.00} on my credit card. I called my credit card company and XXXX XXXX XXXX case # XXXX. 
After leaving a review that XXXX directed me to I received an email the following day stating that the damages have increased to XXXX Euros and to transfer the money to their bank account. 

On XX/XX/2023 I returned to XXXX, XXXX and went directly to the XXXX XXXX XXXX and asked for a manager. I showed them the paperwork that I was emailed. XXXX employees XXXX and XXXX were able to produce timestamped photos every time a car leaves or returns to the parking garage. They, along with Manager XXXX XXXX, confirmed that I caused no damage to the vehicle. They printed a picture of the damage from the photograph dated XX/XX/2023 and timestamped XXXX. XXXX XXXX stamped and signed the picture. She printed an itemized bill in XXXX showing damages charged and a total. 

I contacted Barclaycard several times regarding this matter, specifically on XX/XX/2023 to report it. My case was closed 45 minutes after I opened it. I contacted them the following week and was told to FAX in a VIDEO of the car. I was told to submit all documentation through fax or through the US Mail. This would take longer than 45 minutes to resolve. After flying back to XXXX I faxed 20 pages showing the itemized receipt, timestamped photographs, and the email from the XXXX Manager in XXXX. Two fax numbers didn't work. On XX/XX/2023 I called another dispute resolution specialist in the XXXX confirmed that they received it. The resolution specialist stated it would take 7-10 days. 

On XX/XX/2023 I called Barclaycard Mastercard Dispute Resolutions. The resolution specialist stated that I had received a phone call from a manage already today. This was not true. She stated that the case was closed on XX/XX/2023, when I first reported it, and I was now past the timeframe for resolution. I asked to be transferred to a manager and was denied. I asked to be transferred to Account Closures. I spoke to XXXX who stated I was to receive a phone call today from dispute resolutions and she would add notes. I am getting the same runaround. Please help.

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