Consumer complaint received 2026-05-13 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: NY

Complaint narrative:
XX/XX/XXXX Formal Dispute for the charge under the Fair Credit Billing Act.- Account Ending in XXXX XXXX XXXX XXXX XXXX Card Type : JetBlue Plus Card Claim/Dispute Reference Number : XXXX Claimant XXXX XXXX XXXX Merchant XXXX XXXX Date : XX/XX/XXXX Amt- {$770.00} To whom it may concern, Jetblue Barclays Bank is in violation of the Fair Credit Billing Act ( FCBA ) by failing to conduct a reasonable investigation or provide the evidence used to deny my claim. By Law, JetBlue Barclays must provide a " Written Statement of Results '' and copies of all documents that XXXX provided to " prove '' this case with supporting documentation showing I was aware that this item was final sale and it was visible on the product page, checkout page or receipt. XXXX XXXX XXXX filed chargeback with JetbluePlus Barclays . The reason was that the merchant ( XXXX ) refused to allow me to return an item. The merchant ( XXXX ) claimed the item was a Final Sale. The merchant XXXX XXXX ) has failed to provide any evidence supporting this item as being marked final sale. XXXX XXXX XXXX received a decision letter from JetBlue Barclays that her case was closed in favor of the merchant ( XXXX ) The reason was that the customer ( XXXX XXXX XXXX did not return the item within 15 days of receiving it!! The denial letter did not mention anything about the item being Final sale. The supporting documentation attached proves otherwise This is a circular argument. I can not return an item if the merchant ( XXXX ) refused to provide return authorization. Merchant ( XXXX ) did not prove any final sale status regarding this purchase. Barclays ignored the factual context that proves the purchase was legitimate PROOF- Attached are several screen shots of the product page and receipt showing the lack of any final sale warning! Attached you will also find all the correspondence with the merchant ( XXXX ), Seel.com ( extra Insurance purchased by the customer ( XXXX XXXX ) and the denial letter JetBlueBarclays sent to XXXX XXXX on XX/XX/XXXX. JetBlue Barclays has failed to resolve this after receiving all of the supporting documents. Below is a very detailed description of what has transpired over the last 3 months with supporting documents and correspondence My first call to Barclays was on XX/XX/XXXX to file a formal chargeback against XXXX for refusing my return request for a purchase I made on XX/XX/XXXX and received on XX/XX/XXXX ( XXXX order # XXXX ) I explained to the Barclays representative the details of the claim and offered to provide all the supporting documentation and proof. I was informed that a case was going to be opened and the merchant will be notified and they will have 90 days to answer the claim and there was no need to send any proof at that time. The Barclays representative provided me with my claim number and advised that I will be notified ( by phone ) when the merchant responds to the claim. After 30 days of not hearing anything, I called Jetblue Barclays back and provide my claim # and inquired about an update to my case. I was told that the merchant has not responded yet and that the merchant ( XXXX ) had 90 days to respond. I was informed that if XXXX did not respond within the 90 days, I would win the chargeback automatically. I was also told that I would get a call from Barclays dispute department before a decision was made. About XXXX weeks after that 2nd call to Barclays, I received a 15 page letter in the mail dated XX/XX/XXXX - Claim ID- XXXX. This letter states that the this matter would not be pursued further due to the merchant not violating the terms of the agreement THIS LETTER STATES THAT THE REASON THIS DISPUTE IS UNACCEPTABLE IS BECAUSE THE CARDHOLER ( ME ) DID NOT RETURN THE ITEM WITHIN THE 15 DAY WINDOW. THERE IS NOT ONE THING IN THIS 15 PAGE LETTER THAT MENTIONS ANYTHING ABOUT THE ITEM BEING FINAL SALE!!!! THE REASON THAT WAS SENT CONTRADICTS EVERYTHING I CLAIMED AND PROVIDED PROOF FOR!! After I got this letter, I called Barclays again and explained all of this. I asked why my claim was rejected when I filed this claim for the main reason being that I was denied the ability to return this item and got a letter saying I lost the case because I failed to return the item? I spoke to XXXX XXXX who advised me to fax a letter and all my proof which I did that night. I called a few days later and was told there is nothing else they can do AFTER getting my fax with ALL THE PROOF! Since then, I spoke to several managers at Barclays, several escalation team members and was still being told that I lost the chargeback after reviewing all of the proof that I had sent over however I spoke to a woman name XXXX and she admitted on that call that she did not have a copy of the letter that was sent to me on XX/XX/XXXX from Barclays and also did not have any of my supporting documents that was sent over but she still told me my request to re open the case was denied. I then contacted the " Office of the President '' at Barclays and spoke with XXXX XXXX. I explained everything from beginning to end. She told me she had no way of accessing anything on my case and will request my case to be re-opened. She called me back 2 weeks later and advised that I was still denied. XXXX XXXX at the Office of the President failed to provide me with a required written explanation or evidence for the denial. XXXX XXXX also mentioned that she did not have any access to any of the paperwork regarding my case but XXXX XXXX still told me that my 3rd request to re-open my case was denied and XXXX XXXX told me she was unable to provide any further information. Barclays is legally required to provide a formal response WITH EVIDENCE EVIDENCE meaning it needs to be proven that this item was final sale and the Customer ( XXXX ) was aware of the item being final sale ( must be visible on the actual product page of the exact item purchased ) I proved that this was not Final sale with all of the screenshots submitted. I am just baffled that after speaking to several different people at Barclays and providing all the supporting documentation, I have not gotten this resolved. This is unacceptable. Summary of Claim On XX/XX/XXXX, I ordered a ski suit on XXXX ( order # XXXX ) which was delivered to my home on XX/XX/XXXX. The ski suit was {$690.00} and I also purchased XXXX XXXX XXXX for {$14.00}. The suit did not fit me and the zipper was also broken. On XX/XX/XXXX, I tried to process a return on XXXX and the return page did not work, The live chat did not work either so I emailed customer service and explained that I was having trouble processing a return through the website and I requested a return label to be sent to me. The response I got was that I was unable to return the item due to the final sale policy which made no sense because THIS ITEM WAS NOT MARKED FINAL SALE. There was no mention of FINAL SALE on the product page or the check out page and I sent photo evidence to them. This is RIGHT FROM XXXX.COM WEBSITE REGARDING SEEL PROTECTION which I purchased. I requested XXXX to send me proof where it says final sale and this is the response I got from their XXXX XXXX. XXXX XXXX XXXX XXXX XXXX So I am being told that even though the item had no mention of FINAL SALE, XXXX claims to have official order records on their end that override the fact that this item was not marked final sale on the website? XXXX was unable to provide any proof after several requests. When I asked XXXX for their internal order records showing this item was final sale, XXXX kept responding from a Digital Concierge I responded to the digital concierge that I had purchased the Worry Free Seel protection insurance since the Zipper was stuck also. I was told that I had to contact XXXX XXXX directly. After receiving this response, I contacted XXXX This is the response I got from them I asked the merchant ( XXXX ) to clarify what they said and the response I got was asking me to rate my experience. This is unacceptable and wrong So I never got any proof from XXXX or Barclays. But I have all the proof to prove everything I am claiming. I am requesting my money back immediately! XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX Copy of Denial Letter from Jetblue Plus Barclays on XX/XX/XXXX is attached! JetBlue Plus Barclays failed to conduct a reasonable investigation- which is a violation of the Fair Credit Billing Act ( FCBA ). Thank you XXXX XXXX XXXX

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