Consumer complaint received 2026-03-13 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: VA

Complaint narrative:
Transaction Details Merchant : XXXXXXXX XXXX XXXX XXXX Transaction Date : XX/XX/year> Disputed Amount : {$670.00} Barclays Decision Letter Date : XX/XX/year> Nature of Complaint I am filing this complaint against Barclays Bank Delaware for failing to conduct a proper investigation into my fraud dispute and for improperly denying my chargeback claim. Barclays issued and then reversed a provisional credit of {$670.00} based on an inadequate investigation that did not address the documented evidence of fraud I presented. Detailed Description of Events Step 1 : The Fraudulent Purchase On XX/XX/year>, I purchased what was advertised as a power generator on XXXX, paid through XXXX, for {$670.00}. Immediately after completing the purchase, I identified the following fraud indicators : The sellers XXXX account had been created the day before my purchase The account had XXXX reviews The identical generator was listed by legitimate sellers at three times the price I was charged The stated delivery window exceeded one month Step 2 : Immediate Cancellation Attempt I contacted the seller immediately to cancel the order. The sellers only response was a single word : denied. The seller refused to cancel the transaction. Step 3 : XXXX Failure to Investigate I attempted to report the fraud to XXXX, but their platform did not offer a fraud reporting option. I was forced to select item not received as the closest category. The fraudulent seller responded by submitting four XXXX tracking numbers to XXXX, which XXXX accepted as proof of delivery and immediately closed my case without verifying the delivery address. Step 4 : The Fraudulent Delivery Scheme Packages Delivered Elsewhere Upon investigating the XXXX tracking numbers, I determined that all four packages were delivered to a veterinary clinic in my town NOT to my address at XXXX XXXX XXXX XXXX, XXXX, VA XXXX. This is a documented fraud scheme in which sellers ship worthless items to a real address ( not the buyers ) to generate legitimate tracking records. Additional evidence of fraud : The purchased item was a power generator. The seller declared each of the four packages at approximately five pounds. A power generator can not be shipped in four five-pound packages. Step 5 : Barclays Inadequate Investigation and Improper Denial I filed a fraud claim with Barclays, which issued a provisional credit while investigating. On XX/XX/year>, Barclays reversed the provisional credit and denied my claim, stating the transaction was valid based on my previous purchase history with the merchant. This determination is factually and legally insufficient for the following reasons : 1. My prior purchase history with the XXXX platform has no bearing on whether a specific third-party seller committed fraud. Barclays improperly conflated the payment processor with the fraudulent merchant. 2. Barclays did not address or investigate the documented evidence that packages were delivered to a third-party address, not mine. 3. Barclays did not require XXXX or XXXX to produce the actual XXXX delivery address confirmation only the tracking status, which shows delivery to a different address entirely. 4. As a XXXX XXXX XXXX holder, I am entitled to chargeback rights for non-receipt of goods. I received nothing at my address. Relief Requested I respectfully request that the CFPB require Barclays to : 5. Reopen and conduct a proper investigation of my fraud claim 6. Require XXXX XXXX produce XXXX delivery documentation showing the actual delivery address not merely the tracking status 7. Reinstate the provisional credit of {$670.00} pending a proper investigation 8. Process my chargeback under XXXX applicable reason codes for non-receipt of goods Supporting Evidence Available XXXX tracking records showing delivery address ( not my address ) Written statement from the XXXX XXXX confirming receipt of four packages containing bricks Screenshots of the sellers XXXX account showing account creation date and XXXX reviews Written exchange with seller showing refusal to cancel Barclays denial letter dated XX/XX/year> ( Reference XXXX ) I have acted in good faith at every stage of this dispute. I ask the CFPB to ensure that Barclays fulfills its obligation to conduct a fair and thorough investigation, and to hold it accountable for reversing a provisional credit without adequate cause.

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