Consumer complaint received 2025-11-11 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: NH

Complaint narrative:
I filed a " services not as described '' dispute with Barclays ( JetBlue Mastercard, account ending XXXX ) for a {$200.00} annual XXXX XXXX subscription ( XXXX  ) charged XX/XX/XXXX ( XX/XX/XXXX statement : Purchases + {$660.00}, including the {$200.00} ). The service was unusable due to undisclosed weekly message limits disrupting workflows after XXXX messages, forcing context resets. The AI model became abusive, belittling/accusatory mid-project ( e.g., " You're wasting my time '' ). XXXX denied refund, citing no prorated policy. 

Barclays granted provisional {$200.00} credit ( XX/XX/XXXX statement : Other Credits- {$740.00}, including the {$200.00} ). Cooperated fully. XX/XX/XXXX call ( recorded ) : Agent confirmed XXXX  terminated access ; I was satisfied with credit ; case NOT closed ; NO proof requested. 

Credit reversed XX/XX/XXXX ( XX/XX/XXXX statement balance {$750.00} after - {$740.00} wipeprevious {$1400.00}, payments- {$1400.00}, purchases + {$1500.00} ). XX/XX/XXXX call ( XXXX ) : Demanded proof first time ; provided Claude.ai free-tier screenshot ( dashboard " Free plan '' badge, " Upgrade plan '' button, no billing ) XXXX verbally accepted ( as did XXXX ; pull transcripts ). 

Faxed reopening XX/XX/XXXX ( XXXX ; confirmed receipt XXXX XXXX, with timeline/Oct XXXX recording request ). No response. XX/XX/XXXX ( XXXX XXXX XXXX, XXXX ) : Escalation requested ; unnotified refusal revealed. XXXX XXXX secure message ( Complaint category ) : Embedded timeline/statements/demands. XXXX XXXX  ( XXXX ) : Denied escalation ; case " closed '' for " no support, '' despite evidence/prior acceptance. XXXXXXXX XXXX Customer Care : Promised manager call in XXXX hours ( attached ). XX/XX/XXXX ( XXXX XXXX call ) : XXXX to reopen affirmed, ignoring all evidence/fax. 

Violates XXXX Reg Z 1026.13 ( provisional credits hold during investigation ; unfair reversal/ignored escalations ). XXXX hours wasted ; no service, full {$200.00} charged. XXXX XXXX XXXX ( attached : " No formal letters ... Use Free plan dashboard '' ).

Dispute Timeline | Date | Event | | -- -- -- | -- -- -- -| | XX/XX/XXXX | {$200.00} charge ( XXXX statement : Purchases + {$660.00} ). | | Pre-Dispute | Unusable ( limits/abusive AI ) ; XXXX denied refund. | | XX/XX/XXXX | Provisional {$200.00} credit ( XXXX statement : Other Credits- {$740.00} ). | | XX/XX/XXXX Call | Agent : NOT closed, no proof ; satisfaction confirmed. | | XX/XX/XXXX| Reversed ( XXXX balance {$750.00} post-wipe ). | | XX/XX/XXXX ( XXXX ) | Proof demanded/accepted ( free-tier screenshot ). | | XX/XX/XXXX Fax | Reopening ( confirmed XXXX XXXX ). | | XX/XX/XXXX Calls/Msgs | Escalation denied ; XXXX XXXX call promise ( attached ). | | XX/XX/XXXX XXXX | XXXX to reopen ( XXXX XXXXnotes attached ). | Attachments : XXXX statements ( highlighted page XXXX ) ; XX/XX/XXXX fax PDF ; free-tier screenshot ; bot chat ; XXXX XX/XX/XXXX messages/screenshots ; call notes.

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