Consumer complaint received 2025-01-21 00:00:00
Product: Credit 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
State: UT

Complaint narrative:
In response to my complaint # XXXX filed with the CFPB on XX/XX/XXXX about unauthorized charges on my Barclays card ( see details below ), Barclays sent a letter ( dated XX/XX/XXXX ) from the XXXX XXXX XXXX XXXX stating that their fraud team was unable to find this claim in my favor. The letter included a phone number to their office to call with questions. I called this number during the business hours listed on the letter on XXXX XXXX, I was on hold for 20 minutes then was disconnected by Barclays. I called again ( 2nd attempt ) on XXXX XXXX and left a message when the call was not answered. Their message said they would call back in 48 business hours ; as of today ( XXXX XXXX I have not received a call back ). I called again ( 3rd attempt ) on XXXX XXXX and was on hold for 3 hours and was never connected to talk to someone. I called again on XXXX XXXX ( XXXX attempt ), I was on hold for another 20 minutes then was disconnected. I called back on XX/XX/XXXX ( XXXX attempt ) and left another message. After five attempts to contact Barclays, using the phone number XXXX listed on their reply to my complaint, I have no way of getting my questions answered. In both of the messages I left I asked for the proof from the merchant to be sent to me, but that has not happened. 

I have spent many hours trying to work with the merchant and Barclays to resolve these unauthorized charges, and no one is willing to resolve this issue. Prior to filing the complaint against Barclays with the CFPB I tried multiple times to understand what evidence Barclays had that these charges were authorized. I was told by Barclays that the merchant had my name, address, phone number, and email address. I responded that this was not sufficient to demonstrate the charges were authorized. The merchant had my information because I booked a reservation with them in their vacation home. This does not demonstrate that the duplicate charge was authorized, or that the original charge is valid after the merchant cancelled my reservation. 

Despite my requests to Barclays for information, they have not sent me any evidence of the charges being valid. Barclays also has not confirmed that they received and considered the evidence I provided showing the communications with me and the merchant, that show the merchant cancelled my reservation rather than correct the duplicate charge. I asked for confirmation they received my support because they asked that it be faxed, as they can not accept this support digitally. 

I use a credit card to help protect me from these types of situations, and I expect my bank to protect me. Despite sending proof of these errors, I am now being asked to pay twice for a vacation stay that I never enjoyed because the merchant cancelled it and wouldnt correct their error. 

Below is a history of the charges and credits that have left me with a {$1700.00} bill. 

Please note that amounts differ as vacation stay was in XXXX, and different foreign exchange rates on different days resulted in slightly differing amounts. 

XX/XX/XXXX - Booked vacation stay for XXXX XXXX and was charged full amount {$860.00} XX/XX/XXXX - Charged again {$850.00} for this booking even though it was paid in full in XXXX. 
XX/XX/XXXX - Filed dispute with Barclays for unrecognized charges. 
XX/XX/XXXX - Barclays provisionally credited the {$850.00} for the XX/XX/XXXX duplicate charge XX/XX/XXXX - XXXX credit of {$850.00} for the XX/XX/XXXX charge was reversed. 
XX/XX/XXXX - Barclays notified me of the initial decision to not credit me with the unauthorized charge and told me to work with the merchant. 
XX/XX/XXXX - I attempted to resolve the duplicate charge with the merchant. 
XX/XX/XXXX - In response to my request to the merchant to resolve the duplicate charge, the merchant instead cancelled my stay and did not refund either the initial or the duplicate charges. 
XX/XX/XXXX - I sent Barclays this written history of me attempting to work with the merchant, including the evidence that the merchant cancelled my reservation instead of reversing either credit. 
XX/XX/XXXX - Barclays credited me for the initial XX/XX/XXXX charge {$860.00}. 
XX/XX/XXXX - I was again charged {$860.00} for the initial XX/XX/XXXX charge. 
XX/XX/XXXX - I was credited for the XX/XX/XXXX initial charge of {$860.00} XX/XX/XXXX - I was credited for the XX/XX/XXXX duplicate charge of {$850.00} XX/XX/XXXX - Barclays completed their second investigation and concluded I was not responsible for the charges. 
XX/XX/XXXX - Barclays called me to inform me they were reversing their prior decision and were going to add the charges. I was told their evidence was that the merchant had my address and phone number. I again shared this was because I had initially provided this info to make the reservation and that their rationale doesnt make sense. I asked to speak with a manager, and was told I could not speak with anyone else. I was charged for the XX/XX/XXXX duplicate charge of {$850.00} XX/XX/XXXX - I filed a complaint # XXXX with the CFPB as Barclays has not handled this dispute appropriately. 
XX/XX/XXXX - I was charged again for the XX/XX/XXXX duplicate charge {$850.00} ( appears to be bank error in reversing credits twice ) XX/XX/XXXX - I was charged for the XX/XX/XXXX initial charge {$860.00} XX/XX/XXXX - I was credited for the duplicate charge on XX/XX/XXXX of {$850.00} ( appears to be correction of Barclays error ) XX/XX/XXXX - Barclays sent final response to complaint filed with CFPB rejecting dispute. 

Total charges {$6000.00} + total credits {$4200.00} = $ XXXXoutstanding charge balance that I should not have to pay.

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