Consumer complaint received 2025-05-01 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: AL

Complaint narrative:
Failure of Barclays Credit Dispute Process On XX/XX/year>, I attempted to initiate a transaction dispute through Barclays ' online portal. However, the dispute case was dismissed or marked unresolved without Barclays ' thorough review or follow-up. there was no option to upload supporting documentation, such as the photos of the damaged product or copies of my email correspondence with XXXX. The dispute involves XXXX large transactions of {$1500.00} and {$300.00} dated XX/XX/XXXX and XXXX, 2025, for purchasing a XXXX XXXX console and white-glove delivery service from XXXX, XXXX online merchant. According to the XXXX website, all XXXX XXXX stands should be shipped via XXXX XXXX and packaged in customized, thick, heavy-duty boxes to guarantee against damage during transport. However, the package was not delivered by XXXX XXXX, but rather by XXXX individuals driving an XXXX rental truck. The box was falling apart upon delivery, and was not the thick, heavy-duty packaging advertised, which likely explains the severe structural damage to the item. The item arrived severely damaged and broken on the back. The white-glove delivery service, for which I paid {$300.00}, was to include : delivery to the room of my choice, unboxing, removal of packaging materials, and full setup. Though the delivery personnel left the box in the room of choice, they did not unbox or set up the item, contrary to what was promised. Upon unboxing the item myself, I discovered that the back of the unit was severely damaged, appearing nearly cracked in half, consistent with damage from improper handling, possibly by a forklift. I have photographic evidence of this damage. Given the condition of the packaging and delivery method, I have reason to believe that XXXX was aware of the damage prior to delivery and intentionally arranged for a quick drop-off without setup to avoid immediate discovery. Despite repeated outreach efforts, XXXX has not responded to my emails. This is especially troubling because they advertise an easy and simple return policy. Their website touts product warranties and dedicated customer support, neither of which has been upheld. I provided clear photographic documentation of the damage and explained the situation thoroughly, yet received no acknowledgment or resolution. I attempted to initiate a transaction dispute through Barclays ' online portal. There was no option to upload supporting documentation, such as the photos of the damaged product or copies of my email correspondence with XXXX. The dispute case appears to have been dismissed or marked unresolved without a thorough review or follow-up. Barclays ' lack of a robust dispute resolution process fails to protect consumers from merchants engaging in deceptive practices. It is unacceptable that Barclays allows a merchant like XXXX to continue charging customers for undelivered services and damaged goods, and offers no effective recourse through its dispute system. I have been a longstanding and responsible Barclays cardholder, consistently paying my bills on time. This is now the second time I have experienced a failure in the dispute process, and as a result, I intend to close my account once the current balance is paid in full. I will also no longer consider Barclays for future credit or financial services. I paid for both a product and a premium delivery service that were not delivered as described. The item received is heavily damaged and effectively unusable. The lack of support from both XXXX and Barclays has left me without resolution and at risk of financial loss. The item is also too heavy and structurally compromised to move or return without assistance.

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