Consumer complaint received 2023-03-29
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BARCLAYS BANK DELAWARE (TX)

Complaint:
In XX/XX/XXXX, I discovered XXXX has been charging my credit card two times a month for a monthly XXXX subscription ( instead of paying one $ XXXX/charge, I've been paying two $ XXXX/charges ). I did not realize this was happening for a long time, as the charges occur just one day apart- on the XXXX AND XXXX of each month. 

Upon realizing this, I called XXXX thinking it would be a simple solution and that they would refund me for the duplicate, secondary charge which I did not receive secondary CarePass benefits for. However, they do not show two charges or two accounts, so wouldnt do anything to stop the duplicate charge. Their records only show that they are charging me once/month instead of twice/month - therefore, they say they can't do anything to stop the second charge. Guess what? I can't either, because XXXX won't stop the charge and Barclays also will not help me stop the charge. 

After multiple frustrating phone calls with XXXX customer service, I went to my credit card company, Barclays. They told me to work with the merchant, but as mentioned the customer service team at XXXX is not able to accommodate. 

At the beginning of XX/XX/XXXX, I cancelled my XXXX XXXX account all together in hopes of stopping the duplicate charges. On XX/XX/XXXX and XXXX, I was once again charged two {$5.00} XXXX fees- even after cancelling the service. 

On XX/XX/XXXX, I once again called XXXX to try to get to the bottom of this once and for all. For 40 minutes, I was told that they dont show a XXXX account associated with my credit card. Upon threatening a class action law suit, my account was miraculously found. Only one account was found, however, and the second charge remains a mystery to them.

I dont know why the one account was found and still showing as active, as like I said above, I cancelled the account at the beginning of XXXX ( and can provide the email confirmation ). 

Ive been told that one account has been cancelled and a ticket has been submitted to determine the other account. 

While it would be great to be refunded for the second, duplicate {$5.00} charge Ive been receiving for XXXX years, I would settle at this point for XXXX  to just stop charging my credit card each month so I can stop dealing with this headache with XXXX  and Barclays. 

Since XXXX and Barclays both will not help me resolve this issue, I was forced to close my Barclays credit card which I have had for 12 years and my credit will ultimately suffer because of this. 

I've called Barclays, sent letters, asked to speak to someone outside of a call center, submitted forms online, etc. Only some of the fraudulent charges have been refunded and each month I deal with this because they won't stop XXXX from charging my card. 

I should not have to cancel my credit card because a merchant is wrongly charging my card. Shame on Barclays.

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