Consumer complaint received 2024-08-20 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 am reaching out to you regarding an unauthorized Barclays credit card charge in the amount of {$700.00}. The charge was made by XXXX XXXX XXXX ( formerly XXXX XXXX ). I have disputed this charge 3 times and each time I received a letter from Barclays stating that they were unable to pursue the matter on my behalf. Below is a copy of a letter that sent to them during the 3rd dispute. This will explain my situation in detail. I have also attached phone records to XXXX XXXX XXXX that document my telephone calls to them. Please note that the subscription was renewed on XX/XX/XXXX. My first call to them ( informing them that I would not be renewing ) was on XX/XX/XXXX ; 2 days prior to the renewal. Here is the letter : This is my XXXX dispute regarding this matter. For your convenience I have attached a copy of the letter that I sent for the previous dispute dated XX/XX/XXXX. 

I had been a subscriber to XXXX XXXX XXXX ( formerly XXXX XXXX ) for a number of years. I utilized their online services in my profession as a real estate appraiser. I retired from the industry in XXXX and had no intention of renewing my subscription. 

Several days prior to the expiration date, I telephoned the company and informed them that I would not be renewing my subscription. To the best of my recollection, the name of the representative that I spoke to was XXXX. She told me that the subscription would not auto renew and that no action was needed on my part to cancel service. 

However, when my next credit card bill arrived the annual charge of {$700.00} was charged by XXXX XXXX XXXX. I telephoned the company and got XXXX back on the phone. I reminded her of our prior conversation and told her that I was charged for the subscription even though she assured me that it would not auto renew. She transferred me to the accounting department, and I left a message as no one picked up the phone. For the next 2 days I left numerous messages for the accounting department, but all went unanswered. 

I called XXXX once again and told her that no one in accounting was getting back to me. She said that there was nothing that she could do. I suggested that maybe she could somehow contact the accounting department to find out what's going on, but she said no. 

In conclusion, I'd like to say that this is very frustrating for me. As I mentioned earlier, I have been doing business with this company for decades. I've always had to personally renew my subscription each year and it was never auto renewed. I've never had any issues with this company before so I'm surprised and disappointed at their current behavior. 

Please contact me if you have any further inquiries regarding this matter. 

Sincerely, XXXX XXXX After being declined for the XXXX time I decided to try reasoning with XXXX XXXX XXXX XXXX more time. The call was made on XX/XX/XXXX, and I spoke to a representative named XXXX XXXX. I reiterated the situation to XXXX XXXX and he seemed willing to help. He asked me to put everything in writing and email it to him which I did. On XX/XX/XXXX XXXX XXXX responded with this email : Hello XXXX I sent your request to billing, to my knowledge refunds can not be processed outside of 30 days but I will let you know when I hear back. 

Approximately XXXX weeks went by, and I did not hear back. I again telephoned XXXX XXXX for an update only to be told that he didn't have XXXX. I expressed my frustration regarding the apathy his company, but he had no answer except to say that I should consider going to small claims court. 

A day or XXXX later, I called Barclays again and asked the representative specifically why my dispute was dismissed and was told that XXXX XXXX XXXX claimed that they had a contract that was not closed or terminated by myself. I asked her if she had the contract handy and could she verify that my signature was on this supposed contract. She said that she would check and then she put me on hold. After being on hold for more than XXXX minutes the call got disconnected. 

Please note that there was never a contract. I have been a customer for many years, and I renewed my subscription annually as needed. There were never any contracts or auto renewal services. Also note that since the recent fraudulent and unauthorized renewal, I have not utilized their online services as I have retired from the real estate appraisal industry. 

Some final thoughts : My initial phone call ( XX/XX/XXXX ) to the company canceling the subscription was prior to the renewal date of the subscription. 

I have left many messages to the billing department that went unanswered. 

Barclays claim that there was an uncancelled contract is false as there was no contract with my signature and the representative that I spoke to about providing me with a copy hung up on me. Again, I've been a customer for decades and there have never been any contracts. 

I realize that the amount in question is too small to litigate but I did speak to an attorney who is a close acquaintance. 

I was advised to do the following : XXXX ) Take XXXX XXXX XXXX to small claims court. This may be difficult as I live in NY and the company is located in California.

2 ) Contact Consumer Financial Protection Bureau for negligence on the part of Barclays.

This issue has been going on for almost 4 months and I have to say that I am very frustrated. I have attached phone records to XXXX XXXX XXXX from XX/XX/XXXX ( 3 days prior to the unauthorized renewal date ) up until XX/XX/XXXX XXXX. These calls were not made to say hello. They were made to cancel the subscription and to inquire as to why I was not getting a refund. 

My wife and I have been Barclays members for many years, and we are disappointed with the way they are handling this case. I feel that they are dismissing this case out of laziness. Please research this issue as I would like to resolve this issue quickly and cordially without involving the court system.

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