Consumer complaint received 2015-09-10
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: BARCLAYS BANK DELAWARE (DE)

My uncle passed away in XXXX. I entered into a contract with a funeral director ( XXXX XXXX XXXX ) for the funeral services and I paid with my credit cards ( Barclay Card US - XXXX XXXX credit card ). After I made the payment, I found out that my uncle had a burial account with XXXX. My uncle 's Financial Guardian ( XXXX of PA ) issued a request to have XXXX send a check to the funeral director for the burial services. The funeral director confirmed to me that he received the payment on XXXX/XXXX/15 but he did n't refund my credit card. He received XXXX payments for the same funeral services. I contacted my credit card company and submitted a merchant dispute on XXXX/XXXX/15. I requested a refund for the {$2500.00} because the merchant received payment via another party ( my uncle 's burial account ) with XXXX. BarclayCard Disputes Team reviewed the case but never contacted me with an update or to request additional documentation before rejecting my claim. The rejection reason given was that the merchant stated he did n't receive a separate payment. 
Here are my issues:1. Merchant Disputes process : I submitted my dispute to the General Merchant Disputes Team. I received a letter stating that my claim was submitted but then heard nothing as the claim went through the process. Almost XXXX months later, I checked my statement and saw that the transaction was posted to my account. I called to get an update and was informed that the case was rejected. I asked to have the case escalated and to speak to a manager. The Merchant Disputes Team does not have a process to send escalated calls directly to a manager. The Disputes Relationship Manager submitted a call request and I was informed that someone would contact me within XXXX hrs. I received a call that day but I missed it. The manager left a message directing me to call the General Disputes team if I had a question. He did n't provide a contact name, phone number or attempt to call me back. There is no inbound call option to speak to a Disputes Manager and submit an escalation or complaint. Customers must call General Disputes and request a call back. If you miss the call, you start the process all over again. I submitted XXXX additional call back requests and I received a call back XXXX weeks later. 
2. Transaction Refund - When I finally heard from a Disputes Manager, I was informed that they needed proof the merchant cashed the burial account checks. It took me a month to get the documentation and resubmit the disputes complaint on XXXX/XXXX/15. I received a call from a Disputes Manager on XXXX/XXXX/15 ( after requesting a call back ). She informed me that she had reviewed my documentation and she would " approve '' the case and submit a request to have the transaction refunded. She said it may take XXXX or more. When I did n't receive a refund after XXXX, I called and submitted a call back request. I had to call XXXX additional times time to get a status update. Each time I was given a different time frame for the transaction refund ( XXXX biz days, XXXX, and finally XXXX by XXXX ). 
The funeral director for my uncle 's funeral stole money from my family. I was unable to resolve the issue on my own without submitting a merchant dispute. BarclayCard showed no compassion for me during this process. They made a difficult and emotional issue even worse. No one took ownership for this case and despite a request for the Exec Office, no one contacted me to address my complaint. I stated that I was formally submitting a complaint and no one proactively contacted me or created a complaint report.