Consumer complaint received 2024-11-05 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: SC

Complaint narrative:
Id like to file a complaint against Barclays ( GAP ) Mastercard for looking out for their companys best interest instead of myself ( the consumer ). 


I ordered seven clothing items from Old Navy on XX/XX/XXXX ( order # XXXX ) for a total of {$110.00}. My order was delivered on XX/XX/XXXX with five out of the seven items missing. My package was taped shut like it had been tampered with and someone haphazardlywrapped the package in shipping tape. There was also an internal XXXX  XXXX ( shipping ) HUB sticker inside my resealed package showing someone had been in my package between the ( GAP ) warehouse and myself. 
After speaking with customer service reps on XX/XX/XXXX and having my missing items claim denied, a GAP representative told me my only course of action was to dispute the charge with my credit card company but otherwise the case is closed and I'm out {$76.00}. They had no interest in the pictures I took of my package. A customer service rep alluded to me that since I have a GAP card, and GAP will do the 'internal " investigation with my disputed charge, I don't stand a chance at a refund. This is a conflict of interest. I filed with the BBB and the case was eventually closed without a resolution. I insisted this was a shipping issue, not a credit issue. 
It was reiterated to me continuously from customer service reps from GAP that they can not and will not offer a refund ; I can only dispute the charge. 

Enter Barclays : - I talked with GAP Barclays credit card customer service on XX/XX/XXXX to initially dispute the charge @ XXXX. I talked to XXXX to review the missing items. 
- I returned a missed call & message on XX/XX/XXXX @ XXXX and spoke to both XXXX & XXXX to again review the missing items. 
- I returned a missed call & message on XX/XX/XXXX @ XXXX and spoke to XXXX. XXXX alerted me I would receive a credit for my missing order in the amount of {$59.00}. I told her that was not the full amount and she insisted it was only a partial refund but I would receive the entire {$76.00} back. 
- I missed a call on XX/XX/XXXX but no message or number was left. 

Today, XX/XX/XXXX, I received a letter in the mail from Barclays GAP Mastercard stating my case has been closed and was decided against me in part because of no communication on my part. This is untrue. I have phone logs of myself calling and talking to their representatives. They also notified me they would be taking back the {$59.00} they credited me on XX/XX/XXXX. 
The proof Old Navy/GAP provided were tiny screenshot printouts of my account charges, a fragmented sentence stating based on weight all items were included, and a tracking number showing the package was delivered. They absolutely closed the claim without sufficient evidence since my claim was for missing items. 
- I spoke to XXXX from Barclays today ( XX/XX/XXXX ) who confirmed the case was closed and I can only mail or fax a letter to ask for my case to reopened. I have XXXX interest in continuing the charade that this will be taken care of appropriately. 

It certainly questions the relationship between Barclays GAP ( store ) credit card and a GAP owned company. Especially after the customer service rep mentioned/threatened this would happen. How exactly did they find in their own favor with scant evidence? I was not and am not protected in any of these situations. GAP knew by pushing me to dispute the charge, there was no way they would be found at fault when theyre investigating themselves. They unilaterally decided my case wasnt valid without any recourse. 

Its an extreme conflict of interest when they decided themselves that they didnt do anything wrong.

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