Consumer complaint received 2024-11-14 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 purchased toothpaste from XXXX 's XXXX in XX/XX/XXXX, and was prompted to start a subscription to save XXXX  % on my order. I did so at their urging, and accepted the frequency they suggested. 

As this was a brand I had not dealt with before, I used my XXXX XXXX  XXXX, knowing that it protects me against fraud. Everything went fine for the first purchase. 

On XX/XX/XXXX, I got an email with the subject line " your XXXX XXXX XXXX XXXX order ''. I looked and still had half the toothpaste available, and immediately went to see if I could skip this shipment. I went to the XXXX 's toothpaste website and logged in, and was able to skip it which was great! 

On XX/XX/XXXX the order was delivered anyway. On XXXX immediately emailed the company and asked why I was charged. I got no reply, so I emailed again on XX/XX/XXXX. I got no reply again, so I went to cancel my subscription as I won't do business with a company that ignores customer service inquiries. 

That's where my frustration with XXXX 's ends and my frustration with Barclays begins. 

( Please note : unfortunately barclays doesn't send confirmation emails, as all my other cards do, so dates for the following are approximate. ) I believe that same day ( XX/XX/XXXX ) is when I filed a dispute with Barclays given that I had not heard from XXXX. I was ready to submit screenshots, but was never prompted to do so. 

Some time later ( XXXX weeks ) I got a call from someone claiming to be barclays. Because it was an incoming call, I refused to verify their security questions and was told to call the # on the back of my card. No other information was provided. I was busy that day, so I called the next day. At that time, I was told that my dispute is closed. When I asked why they said that it was because the previous Friday they had called and I had refused to verify their security questions over the phone, and then when they called the previous day and I wasnt able to get back to them that same day they closed my case. However, I never received a call the previous Friday and therefore couldnt have refused to answer security questions, and was never told that if I didnt call the same day my dispute would be closed. 

I asked them to review the recording of my call, and to reopen my case immediately. I also asked for a XXXX. They said XXXX was not available, but one would call me. 

I never got that call and my case was never reopened. They also informed me that if I wanted to provide any additional documentation I would have to do so via XXXX. I asked why I couldnt provide it online and they said because I didnt do so at the start. However, I was never given the opportunity to do so at the start. I asked if I could email it to someone or provide it on their portal as I have an account, and was refused. 

Then, to add to injury, Barclays sided with XXXX 's because I cancelled my subscription after the date I submitted my dispute. This is true! But I skipped my order prior to it shipping! Neither Barclays, nor XXXX 's seemed to care. 

I just tried to reopen the dispute, which really means file a new dispute as there is no dispute tracking on their online portal. Their website did not allow me to do so as I had already disputed that charge. 

So at this point they closed my dispute under false pretenses, they never had a XXXX call me, and so far as I know, they never reviewed the tape from the recorded call where I allegedly refused to provide security verification on a XXXX, and Im still out almost {$XXXX}. 

I would like to provide the Barclays with the documentation that I have, however, Im unsure how to do so at this point.

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