Consumer complaint received 2026-04-05 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:
Complaint Against Barclays Credit Card Improper Reversal of Unauthorized {$980.00} Charge Dispute I am filing a complaint regarding Barclays handling of a billing dispute involving unauthorized charges from XXXX XXXX XXXX. I initially disputed these charges and the claim was resolved in my favor. However, the decision was later reversed after the merchant asserted that I had previously agreed to recurring billing. This reversal is improper and does not reflect the full facts or applicable consumer protection standards. My account with the merchant had been placed in a paused status prior to the disputed charges. I provided documentation confirming that the account was paused. A paused status reasonably indicates that services and associated billing are suspended. At no time did I receive clear disclosure that charges would continue while the account was paused, nor did I provide express, informed consent for continued billing under those conditions. Additionally, the merchants own process requires a follow-up consultation with a prescriber prior to issuing or refilling medications. No such consultation occurred. Despite this, the merchant charged my account without any interaction, authorization, or fulfillment of their stated service requirements. The merchant has not provided evidence demonstrating that : I agreed to be charged while my account was paused I was clearly informed that billing would continue during a paused status I reauthorized any charges after placing the account on pause Under the Federal Trade Commissions Negative Option Rule and the Restore Online Shoppers Confidence Act ( ROSCA ), recurring charges require clear, informed, and ongoing consent. Prior authorization alone is not sufficient, particularly where account status has changed and no services were rendered. Failure to Disclose Billing Terms During Paused Status The merchants published subscription and cancellation policy does not address or disclose how billing is handled when an account is placed in a paused status. While the policy outlines automatic renewal and cancellation requirements, it is silent on whether charges continue during a paused period. This omission is material. The term pause reasonably conveys that services and associated billing will be temporarily suspended. If the merchants practice is to continue charging while an account is paused, this constitutes a failure to clearly and conspicuously disclose material billing terms. In the absence of such disclosure, no informed consent can be established for charges incurred during a paused period. Barclays failed to properly evaluate whether valid authorization existed at the time of the charges and instead relied solely on the merchants assertion of initial consent. This does not meet the standards for resolving disputes involving recurring billing. These charges were made without valid authorization and without delivery of services, and should be treated as unauthorized. Sincerely, 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