Consumer complaint received 2024-02-20 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: OR

Complaint narrative:
On XX/XX/XXXX I purchased a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX from XXXX XXXX. When I received the wig it was not at all as described. The wig that I received was XXXX XXXX XXXX XXXX, the length and density were wrong and the XXXX XXXX XXXX XXXX and terribly crooked. I thereby filed a dispute with Barclay 's as the merchant had blocked me from contacting them via social media which was their only avenue of communication given and was refusing to communicate with me. I received an initial letter dated XX/XX/XXXX from Barclay notifying me that they had received my dispute and would begin investigating it and that they would notify me with in 45 days of the date of the letter. Upon not receiving a provisional credit or any updated information I was forced to file a CFPB complaint on the status of the investigation and the failure of them giving me a provisional credit. I received another letter dated XX/XX/XXXX from Barclay 's stating that they had notified the Merchant of my dispute and would begin investigating despite the letter received previously that said they were already investigating. Barclay did offer me a provisional credit, but only after I was forced to file my initial CFPB complaint! Barclay also instructed me that they would notify me of any updates and would send me notice if they re-billed the original credit card transaction amount. To date I have not received any communication from Barclays, and they reinstated the credit card transaction on XX/XX/XXXX with no notice to me or explanation as to why they reversed the provisional credit previously supplied. I have attempted numerous times to rectify this situation with the merchant and they have refused to assist me with returning the product and in fact advised me that " customs would not allow them to send me a shipping label for return ''. This is false as I contacted XXXX which is their preferred shipping company and I was told that the merchant in fact had to send me a shipping label as XXXX or myself would be unable to arrange for shipping back to XXXX due to XXXX regulations. The merchant is refusing to arrange for shipping back and has offered to only offer store credit or pushed the burden onto me to try to find a reasonable method of shipping the item back myself as well as bear the cost of the burden which has been extremely difficult and painstaking due to customs regulations. I do not want store credit as I have grave concerns with the quality of their products and due to the nature of their lack of communication and fraudulent representation. I have also found multiple posts where customers have had similar issues and the merchant refused to pay for shipping costs back even when promised. I do not feel that I should bear a burden of $ XXXX in shipping back as it is not that I " changed my mind '', but in fact the merchant sent me a misrepresented and defective product by no fault of my own. The merchant misled and grossly misrepresented their product and sent me an item that is nothing like what was advertised or promised. XXXX has not attempted to reach out to me for additional information and has not provided me with updates or even a reason why they have sided with the merchant in an obvious fraudulent and/or misrepresented sale of goods. XXXX 's has unfairly denied me the opportunity to provide additional information and has acted in a deceptive manner in delaying the review in order to benefit themselves to buy more time in the dispute process. I have given them detailed information and proof of the merchants unwillingness to cooperate and the merchant has once again ceased communication attempts with me. I do not feel I have been justly or treated fairly and should not be forced to bear the burden of trying to find a vendor or shipping company that would send the item back to XXXX at a cost of $ XXXX for a product that was not as represented that I am unable to use or benefit from. I have been offered no communication from Barclays or offered any information as to what the merchant has alleged. I have exhausted my due diligence in attempting in good faith to obtain resolution from the merchant and have failed. They are refusing to communicate and refusing to make me whole by arranging for shipping back when it is within their power and ability. They are merely trying to bypass customs for some reason which makes me feel even more distraught over their processes and gives me more reason to believe they are acting fraudulently in their sales processes. In addition, if I were to be forced to bear the burden of shipment I do not trust the merchant to refund me the monies that I paid based on their history of bad faith and gross misrepresentation and their pattern of blocking communication attempts. I have been harmed financially through no fault of my own despite my good faith efforts for resolution and returning the product in a new condition.

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