Consumer complaint received 2024-11-13 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: IL

Complaint narrative:
I contacted Barclay yesterday in regards to the previous complaint. I let them know that I saw the response in regards to the letter on XX/XX/XXXX, and that the response was incorrect. Barclays fraud department, supervisor team, customer service team, and finance team, are all aware that there have been clerical errors in regards to them, charging the credits that were due back to me, and that in regards to conversations stating that they had completed everything in XX/XX/XXXX was incorrect. I was working with XXXX, and he had provided additional statements because there were 4 different cards circulating at the same time, and two of them we were not even aware existed. He also stated that the credits that were due to me in XXXX appeared to be a clerical error where they had charged us instead of credited us. I was on the phone with Barclay for over XXXX XXXX hours yesterday trying to get the fraud department and the supervisors to address the situation in regards to the fact that not only are we owed credit that was not done by the fraud department, but they had also taken money out of our bank account as a payment, instead of crediting the money back to our account. I explained to the manager last night that the fraud department had been so rude to me in my recorded conversation with them that the customer service rep that forwarded me to her, cried on the phone at the way that I had been treated by that department. Sadly, the supervisor was just as rude and ended up hanging up on me in regards to the fact that not only did they still owe me credits for the fraud that they had approved entirely by the details that we supplied to them as they stated in the enclosed letter that they sent to you, but they had not issued those credits and they had not refunded the money that they accidentally withdrew from our checking account instead of giving us a refund. I can only state that I assume the supervisor hung up on me because no one attempted to call me back and no one was available when I tried to call back. When I called back today in regards to speaking with someone or trying to get a phone number for their executive offices my call was disconnected again. This company owes me over {$50000.00}. Due to clerical errors and credits they havent issued. As supplied by them in my formal complaint they indeed agreed that everything was awarded in our favor. I appreciate you supplying me a copy of that letter because we never received it in the mail and no one stated that that had been done. That being said, the only issue that needs to be rectified at this point are the additional credits that need to be handled due to the clerical errors in their financial department. This company also closed my card after almost a decade of being a loyal customer that was never late on a single payment. I need any assistance whatsoever to get these funds returned to us. We did receive our current statement in the mail today, but it states that we owe them XXXX dollars instead of the fact that they owe us almost {$50000.00}. I dont know what to do at this point, and I need any phone numbers and any organization numbers and any information that I can get to get this escalated to someone within this company thats actually going to care. I was actually told by the fraud department that I needed to mail my statements into their company so they can review them. How can a company not have their own documentation again? The customer service team was extremely polite, and was hit with the same brick wall when she tried to speak to a supervisor in the fraud department. She gave me a different number to call because fraud was refusing to take my phone call. I dont understand how these things can be overlooked and then closed after they claim that everything has been awarded in my favor. I am not disagreeing that they dont owe me a bunch of money. They are just not returning it to me, and then they are refusing to talk to me in regards to the money that they owe me. I dont know. I understand how we can be victimized by financial exploitation and fraud, and then be victimized by the companies that are supposed to be protecting us in the process I dont understand how the companies can then commit financial exploitation themselves by refusing to return your money or refusing to discuss the facts needed for your refund. I have contacted so many departments, looking for someone to assist us, that I dont know who else to call. The only people at that company that are trying to help me are the customer service representatives because they dont understand why their fraud department and their management team are not taking care of the problem that they can clearly see on their end. The customer service representative that I spoke to last night made extensive notes on my account in regards to the money that is owed to me and the fraud department and the supervisor refuse to read a single one, and then I called back to the customer service department to see if their departments were able to see those and they stated that yes they were clearly noted. Every single XXXX was noted that that company owes us. At this point I dont even care if somebody could give me the phone number to the local news station where theyre located at. Maybe if I get a news crew in there and I can make this public and let people know whats going on and let people know that you can be a victim of fraud and that a credit card company can steal your money on top of it too and just close your complaint by stating that they let me know that I won every XXXX back that I requested. Its nice on paper, but it doesnt do me any good when that money is not returned to my bank account. When I XXXX  their company, it says theyre overseas. So if you know what state they actually live in or city they actually live in. I will call the new station. I will fly there and I will go live if thats what its gon na take. I just need someone to help me and I am desperate. Apparently no one has had to deal with a XXXX XXXX while trying to take XXXX XXXX XXXX XXXX Apparently no one has had to deal with the amount of stress that this causes and the amount of time that puts me in the hospital. Apparently nobody has said to deal with the amount of financial loss that a company is adding to. The only person that cared yesterday that I talk to was the XXXX customer service representatives that cried for me because they could see exactly what was going on with an inside that company. Two individuals that could see it, just like XXXX could when he sent me the statements, but cant do anything about it because theyre just a customer service reps.

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