Consumer complaint received 2026-07-06 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: CA

Complaint narrative:
I am filing this complaint because Barclays failed to properly handle a credit-card dispute for a {$440.00} XXXX XXXX Gap Factory charge . The dispute was for merchandise not received / wrong item received. The disputed purchase relates to Gap Factory Order XXXX XXXXXXXX, placed on XX/XX/2026. It was a large childrens clothing order containing XXXX items. The order was marked delivered, but I received only XXXX small package containing XXXX incorrect item. The remaining merchandise was never received. Before this replacement order, an earlier Gap order ( # XXXX, placed XX/XX/2026 ) failed before normal delivery. Tracking showed the package was not received by the carrier from the sender, meaning it was stuck somewhere in Gaps fulfillment/shipping handoff process. Gap refunded that failed order and created the replacement order # XXXX. When replacement order # XXXX also failed, I contacted Gap by chat and phone. Gaps chat records show I reported that I received XXXX wrong item and that the rest of the order was missing. Gap directed me through its claims process and then to XXXX XXXX XXXX That third-party process denied the claim for {$440.00} under Authorization ID XXXXGAP, but XXXX stated the XXXX XXXX XXXX the retailer. This created a loop where Gap sent me to XXXX XXXX and XXXX sent the issue back to Gap. I disputed the {$440.00} charge with Barclays. Barclays opened dispute case XXXX and applied a provisional credit on XX/XX/2026. Barclays later rebilled the charge after accepting Gaps merchant response. Gaps response did not address the actual dispute. Gap said no credit was due because items were not returned. That is irrelevant because this was not a normal return. I can not return merchandise I did not receive. Gap provided tracking showing a package marked delivered. That only proves that a package was marked delivered. It does not prove the package contained the full XXXX order, does not prove the contents of the package, and does not address Gaps own chat record showing that I reported receiving XXXX wrong item while the remaining merchandise was missing. After receiving Barclays merchant-response letter late by mail, I faxed Barclays a detailed rebuttal with supporting documentation. Barclays did not meaningfully address my rebuttal or explain why it accepted Gaps return-based response as proof against a missing-merchandise dispute. On XX/XX/2026 at XXXX XXXX, I called Barclays for approximately XXXX minutes. The representative repeatedly told me to fax the investigation department again, even though I had already faxed my rebuttal. I explained that repeatedly faxing documents was not meaningful if Barclays would not confirm review, reopen the case, or address the evidence. After I stated I would file a CFPB complaint, Barclays said a XXXX would call me within XXXX business hours. A XXXX later called while I was unavailable due to an urgent family medical call. I asked for a callback but was told to call a generic number. I called back and requested another manager callback, but did not receive XXXX. Barclays then sent a generic notice dated XX/XX/2026 saying they attempted to reach me but could not connect. That notice did not address my evidence, my faxed rebuttal, Gaps incorrect return-based response, or the actual missing-merchandise issue. Barclays handling was not a meaningful investigation. Barclays accepted a merchant response that treated this as a return issue, even though the dispute was merchandise not received / wrong item received. I am requesting that Barclays reopen or reconsider dispute case XXXX, permanently credit the {$440.00}, remove any related fees or interest, confirm no adverse credit reporting, and provide a written response addressing the actual evidence.

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