Consumer complaint received 2026-07-20 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:
I would like to file a formal complaint regarding misinformation and broken service commitments. On XX/XX/year> at XXXX XXXX EST, I called a Barclays customer service agent re : a missing credit in the amount of XXXX from XXXX. The credit was there on the XX/XX/XXXX but then suddenly disappeared. I was told this was definitely a credit and it has been approved and I would receive it, at the end of the call, she made a strange conflicting statement it was a charge. Because of this inconsistency, I immediately called back on XX/XX/year> at XXXX XXXX EST and spoke to Operator ID XXXX who verified the information and independently reviewed my account and confirmed that it was an approved refund ( without a shadow of doubt ) in the amount of XXXX and assured me I would receive it in a few days. I relied on those repeated confirmations. I spoke with TWO separate Barclays representatives who both explicitly confirmed that a pending credit of {$230.00} was approved in the backend and would post to my account within 48 hours ( a few days ). I asked that these calls be retrieve as they are recorded audio from these calls to verify the credit promise. Based on those clear assurances, I adjusted my financial expectations and counted on this money. I am requesting that management pull the recorded call audio for those dates to verify this misinformation. Because two separate agents confirmed this credit, I am requesting that Barclays honor the {$230.00} as a gesture of goodwill to resolve this severe breakdown in customer service. XXXX owes me that credit and your Customer Service Agents promised me it was approved and I would receive it in 48 hours and that it was in fact a definite credit. They saw it on their backend system and obviously gave me false information twice! I would like to file a formal complaint regarding misinformation and broken service commitments. On XX/XX/year>, I logged in to my XXXX XXXX account and saw two charges for XXXX. One for {$210.00} and one for {$230.00}. Based on my available credit at that moment those pending line items reflected that the {$210.00} was a purchase and the {$230.00} was a refund because my available credit was {$12.00} more it should have been. On XX/XX/XXXX, the {$230.00} was gone and only the {$210.00} posted. I assumed it was moving over to being posted but wanted confirmation. So on XX/XX/year> at XXXX XXXX EST, I called your customer service agent re : the missing credit of {$230.00} from XXXX and explained the credit was there on the XX/XX/XXXX but then suddenly disappeared. I was told this was definitely a credit and it has been approved and I would receive it, at the end of the call, she made a strange conflicting statement it was a charge. Because of this inconsistency, I immediately called back on XX/XX/year> at XXXX XXXX EST and spoke to Operator ID XXXX who verified the information and independently reviewed my account and confirmed that it was an approved refund ( without a shadow of doubt ) in the amount of {$230.00} and assured me I would receive it in a few days. I relied on those repeated confirmations. I spoke with TWO separate Barclays representatives who both explicitly confirmed that a pending credit of {$230.00} was approved and they can see it in their backend and would post to my account within XXXX hours ( a few days ). Please retrieve the recorded audio from these calls to verify the credit promise. XXXX XXXX. I would like to file a formal complaint regarding misinformation and broken service commitments. On XX/XX/year> at XXXX XXXX EST. I called your customer service agent re : a missing credit in the amount of XXXX from XXXX. The credit was there on the XXXX but then suddenly disappeared. I was told this was definitely a credit and it has been approved and I would receive it. I even made a confirmatory second call that confirmed the information on XX/XX/year> at XXXX AM EST, who repeatedly and specifically with a shadow of a doubt repeatedly confirmed that it was in fact a credit in the amount of XXXX and that I would receive it in a few days. I spoke with TWO separate Barclays representatives who both explicitly confirmed that a pending credit of {$230.00} was approved in the backend and would post to my account within XXXX hours. Based on those clear assurances, I adjusted my financial expectations and counted on this money. I am requesting that management pull the recorded call audio for those dates to verify this misinformation. Because two separate agents confirmed this credit, I am requesting that Barclays honor the {$230.00} as a gesture of goodwill to resolve this severe breakdown in customer service. Barclays customer service I ask that the recorded calls be analyzed and as a gesture of good faith for no1 1 but 2 agents giving false information that a good faith gesture of XXXX be credited to my account. I ask that Barclays please listen to the recorded phone conversation between myself and barclays telling me that I got a credit for XXXX. I saw it and so did your agents. They imformed me it was most definitely a credit ( my available balance reflected that ) and that it was approved and posted. Please I demand the above mentioned calls be reviewewed and I am asking for a good will credit for that amount because of two agents misinformation. Please provide me with the credit in the amount of XXXX for your company swearing I had the credit and I was materially misdirected. I do not want to have to contact the CFPB. I know the lines are recorded and they need to be listened to and a good faith gesture made due to the misrepresentation of two of your agents at different times.

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 monetary relief