Consumer complaint received 2019-10-21
Company: BARCLAYS BANK DELAWARE
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
Credit Card - XXXX XXXX XXXX XXXX, Barclays Bank Delaware I hired a company to renovate my basement. I had a signed contract, receipts, pictures, emails, and text messages. I disputed the charges because the contractor stopped coming to work. My house was a mess, the job was very incomplete, and I had paid ( charged ) {$22000.00}. I contacted Mastercard in XX/XX/XXXX to dispute the charges and I was awarded a full refund in XX/XX/XXXX. 

My balance as of XX/XX/XXXX - credit for {$22000.00} My balance as of XX/XX/XXXX - credit for {$18000.00} My balance as of XX/XX/XXXX - credit for {$17000.00} My XX/XX/XXXX statement shows a refund check issued on XX/XX/XXXX for {$16000.00}. However, I never received the check. 

XX/XX/XXXX, I spoke to XXXX and she put a stop payment on the check and issued another one which I should receive in 7 to 10 days. 

XX/XX/XXXX, I spoke to XXXX who said it takes 25 days for me to receive the check. I spoke to XXXX, the supervisor and again put a stop payment, issued a new check. 

XX/XX/XXXX, I spoke to XXXX, who once again put a stop payment, issued a new check and said I should receive it by XX/XX/XXXX. She credited me for the balance on my XX/XX/XXXXstatement. At this point my balance was a credit of {$14000.00}. XXXX assured me I would have the check by XX/XX/XXXX. 

XX/XX/XXXX, I called a spoke to XXXX, the supervisor over everyone. She said my case was being handled by people in the " front office '' and she had no way to contact them except through email. She sent them an email and promised to get back to me. She did not. 

XX/XX/XXXX, I spoke with XXXX, he could see all my transactions, the credits, and the number of times I had called. He was going to speak to XXXX as soon as she got in that morning and see what was happening. He promised someone would get back to me. No one did. 

XX/XX/XXXX, I spoke with XXXX again ( and we both laughed at the stupidity of the situation ). He remembered my situation. Again, XXXX was not in yet, he emailed her and again promised she would call me back that day. Again, she did not. 

XX/XX/XXXX, I spoke with XXXX who said there was nothing she could do. By this point I had a payment due. She said I should make the payment - which is crazy since they owe me {$14000.00}. Again, nothing she could do but escalate the case. She also said XXXX would not be calling me back because XXXX had no new information to share with me. 

XX/XX/XXXX, I spoke to XXXX, who told me the only person over XXXX - the top supervisor - was the president of the company, but he didn't know his name. I suggested he ask the person sitting next to him for the information. He did and he even got me the address and fax number. He said the only course of action was to stop payment on the check and issue a new one. I explained this had been done multiple times to no avail. He said it was the only course of action and I would receive the new check prior to my bill being due. I should receive the check on XX/XX/XXXX and by bill was due on XX/XX/XXXX. That did not happen. 

XX/XX/XXXX, I spoke to XXXX who was very sorry to hear what was happening, but he could not help because the system was down. 

XX/XX/XXXX, I spoke to XXXX who was very, very apologetic and said not to pay the bill, there would be no interest and she was going to get to the bottom of things by escalating my case once again. At this point, the card was now being declined, and I could not use it. I have bills set up to be paid on this credit card which are now being denied. 

XX/XX/XXXX, XXXX confirmed my card is being declined due to balance not being paid and suggested I pay the balance! I am losing my mind about now. 

XX/XX/XXXX, XXXX said there is nothing anyone can do except escalate the case. She also said if I am concerned about the card being denied I should pay the balance. I am clearly losing my mind. 

XX/XX/XXXX, XXXX is now reviewing my case to resolve the issue. I told him my official complaint with the CFPB is ready for me to hit send. He is very sorry and suggests I make the minimum payment at the least while the Settlement Department takes another 7 to 10 days to figure it out. 

Seriously?? I am NOT making a payment to a company who owes me $ {$14000.00}! 

Time for me to hit send and find another credit card company to use.

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