Consumer complaint received 2024-10-14 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: FL

Complaint narrative:
On XX/XX/XXXX we used our Barclays Aviator credit card to purchase XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX The price per laptop was {$790.00}. The total price for both laptops was {$1500.00}. 
On Saturday, XX/XX/XXXX, 2 boxes were delivered. Tracking number XXXX & XXXX. XXXX of the boxes had a laptop. The box with tracking XXXX XXXXXXXX was empty. No signature was recorded as is the standard practice for orders of high value. I have photos and videos of the empty box being opened. 
On XX/XX/XXXX I chatted with XXXX XXXX customer service and explained to them that I had received an empty box. They stated that they would send me a return label and I should return the empty box to them, after that I would receive a refund. The case ID number was XXXX and I have a transcript of this chat which I will attach as well. I returned the empty box to them with the XXXX label they had provided me. 
Several weeks later they sent back the same empty box with a note that they will not be providing a refund in this case. 
I opened up a dispute case with XXXX XXXX XXXX : XXXX. XXXX denied the claim with the following note : Our shipping contract is with the business paying the shipping charges and shipped your package to you. Our contract with that customer does not allow us to pay claims to the recipients of their shipments. Please contact the shipper for any issues of loss, damage, or delay to your shipment. 
I called XXXX XXXX and asked if they would provide a letter allowing me to make a claim with XXXX and they said they would not do that. 
At that point I had been repeatedly bounced back and forth between XXXX XXXX and XXXX with each company blaming the other. 
The bottom line is, I made a high value order from XXXX XXXX and have not received the product I ordered. In this situation I had no alternative but to dispute the charge. 
On XX/XX/XXXX I disputed the charge with Barclays. 
In XXXX they sent a response from XXXX XXXX saying that they shipped out the items ordered and are validating the charge. 
On XXXX I faxed in a letter of intent to continue the dispute. I included the chat transcript from XXXX XXXX stating that they would refund me if I sent in the empty box. 
On XX/XX/XXXX I called Barclays asking how to send in the photos and videos of the box arriving empty. They stated that they could not receive videos but I could fax in the photos. 
On XX/XX/XXXX I faxed in photos of the package arriving empty. 
On XX/XX/XXXX I called Barclays, they say the case is closed due to merchant response. They have no way to receive my video evidence. 
On XX/XX/XXXX I faxed in another letter stating my intent to continue the dispute process and reach a fair conclusion. I have not heard a response. 
A big issue with Barclays is that it is impossible to speak to someone normal on the phone. All calls to their dispute department go to an offshore office with foreign agents who have very limited perception and very limited capabilities in what they are allowed to do. Whenever I ask to speak to a supervisor they say nobody is available and they will give me a call back. They never actually call back. 
I don't know where else to turn to for help but I made an expensive purchase and I did not receive the product.

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