Consumer complaint received 2026-03-31 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: PA

Complaint narrative:
This is a copy of the " Letter of Intent '' I faxed to Barclay 's XXXX XXXX dept. on XX/XX/XXXX, along with photos I had emailed them ( not knowing they discontinued using the email ) : " I would like to reopen my dispute with the Case ID shown above because I was made aware that the email I sent to " XXXX '' on XX/XX/XXXX ( shown in last photo below ) was not received by your XXXX XXXX Team. This letter contains 8 photos I would like to submit as proof I contacted XXXX on XX/XX/XXXX, and then I sent the vendor, XXXX XXXX, two Contact an Organizer messages ( via the XXXX website ) on XX/XX/XXXX & XX/XX/XXXX. " Here is a timeline of the erroneous {$50.00} ticket I purchased via the XXXX XXXX, and my attempts to get a refund from them since I purchased the ticket I couldnt use : XXXX XX/XX/XXXX I used the XXXX XXXX to purchase a ticket for a XXXX XXXX XXXX event. In the search bar I typed XXXX XXXX XXXX and the first event that populated was XXXX XXXX with a cost of {$50.00}. These details matched the name and price of the event I planed to attend in XXXX, so I purchased a ticket. Refer to the 1st photo to see an expired ad for the XXXX XXXX event ( in PA ) that I was intending to buy the ticket for. Around XXXX XXXX on XX/XX/XXXX I went to the XXXX XXXX event in XXXX that was hosted at [ address was listed here ], XXXX, PA. When the ticket was scanned on my XXXX, I was told it was invalid. The doorman helped me to investigate and we found out the ticket I purchased from XXXX was for an XXXX XXXX event in XXXX, MD ( which is over XXXX miles away from my home ). I explained that I searched for XXXX but the one in MD was the best match on the app. He told me I can contact XXXX to get a refund due to the glitch. On XX/XX/XXXX I used the Email Customer Support for to contact XXXX via their app, and XXXX responded to me via email later that day. He stated since the event already took place, I needed to contact XXXX XXXX ( MD ) by clicking the " Contact the Organizer '' button on the XXXX website. When customers send these requests to their vendors, XXXX forwards them the message in an email sent to their Inbox. These messages do not appear in any type of " Sent '' folder in a customer 's XXXX account, so I couldnt reference my 1st message after it was sent. After I didnt hear back from the vendor, I sent them a 2nd message on XX/XX/XXXX. The 2nd time I took screenshots of the message in case they didnt respond again. The 7th photo that shows my message to XXXX XXXX was sent successfully. It also shows XXXX informed me, Organizers typically respond within 4 business days. It has now been over two months since I contacted XXXX XXXX twice, and I still haven't heard back from them. XXXX XXXX XXXX XXXX Requirements state that an organizer 's posted refund policy must set out a specific timeframe for responding to requests, which should not exceed five ( 5 ) business days for a first response. Since XXXX made it clear in their email response they are unable to process refunds on behalf of the organizer and XXXX XXXX has refused to respond to me, my only recourse is to dispute the erroneous transaction with the Barclays XXXX XXXX XXXX. Finally, on page 8 ( of 9 ) in the packet your team sent me ( notifying me my claim was denied ), there is a copy of an email dated XX/XX/XXXX. It indicates " XXXX XXXX '' from XXXX XXXX falsely states " we did not receive any emails for refunds ''. As demonstrated with my evidence below, you will see that XXXX XXXX has : 1 ) failed to respond to my refund requests within 5 business days ; 2 ) ignored my explanation that I purchased the wrong ticket due to a technical glitch on the XXXX app ; and 3 ) provided a false statement to your team about me not sending them any messages containing refund requests. '' After I faxed this detailed letter to Barclay 's Dispute dept. on XX/XX/XXXX, I sent along with 5 screenshot photos as proof of my claims ( as instructed by Barclay 's ), I called on XX/XX/XXXX to make sure they received my photo evidence this time. " XXXX '' told me the claim was " already denied '' so they would not view what they told me to fax them to " reopen '' my claim. Barclay 's doesn't allow emails regarding disputes anymore, and there's no way to check the status of disputes on the company website. After they told me I had to write a " Letter of Intent '' and to fax the photos they never requested from me ( as documentation can not be uploaded on their website ), I reminded him I sent proof the merchant 's vendor ( XXXX XXXX ) lied about me not contacting them for a refund ( which I did twice ). He replied, " You will have to contact the vendor again for a refund '', which is exactly what I did several times starting XX/XX/XXXX. I then asked to speak to his supervisor, and " XXXX '' filed a complaint about their refusal to review the information they instructed me to compile and send. Following this disturbing call, I received a letter from this dept. stating, " After careful review of all documents received regarding your dispute, we are unable to resolve this dispute in you favor for the following reasons : 1. Merchant has not violated the terms of the contract. 2. We are outside of the permitted timeframes to continue this claim trough the dispute process. '' Since I started requesting a refund on XX/XX/XXXX and Barclay 's dispute process is quite archaic, I did my due diligence to work through the process to recover my money. Also, the vendor did violate the terms of the contract by refusing to respond to my refund requests. In the end, Barclay 's refused to provide me with a reasonable way to provide them with all the evidence I had of this withing a reasonable amount of time. They also state it can " take up to 90 days '' to resolve these disputes, so much of the time that passed were the waiting periods to receive " snail mail '' letters from them ( since they will not use email ).

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