Consumer complaint received 2026-03-30 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: NV

Complaint narrative:
I am filing this complaint because Barclays failed to properly investigate or fairly resolve a legitimate billing dispute and then failed to respond meaningfully even after I escalated the matter to its Office of the President. This dispute involves a {$440.00} charge from XXXX XXXX, posted as XXXX XXXXXXXX, for prescription medication that was not provided as ordered or agreed. I ordered a 3-month supply of tirzepatide at the advertised price. During the merchants intake process, I accurately stated that I was already taking XXXX and intended to remain on my existing dosage. Within minutes of placing the order, I contacted the merchant because the confirmation did not specify dosage. I was then told the order was set to ship a starter dose, which was not what I ordered and was medically inappropriate. Before shipment, I clearly told the merchant I would not accept or pay for the incorrect medication. I was repeatedly assured that the issue would be corrected, that I would not be charged for the incorrect medication, and that the correct medication would be sent. I also contacted the fulfillment pharmacy myself in an attempt to stop shipment. A physician later prescribed the correct dosage, yet the correct medication was never shipped. The merchant later issued only a partial refund of {$200.00} and retained {$240.00} without a coherent explanation. The medication I actually ordered was never provided. After exhausting repeated efforts to resolve the matter directly with the merchant, I disputed the charge with Barclays. Barclays denied the dispute based on the merchants claimed no refunds policy. That response ignored the actual issue. This was not a discretionary refund request. It was a dispute involving non-conforming goods or services and failure to provide what was ordered. What followed was an unreasonable and dysfunctional process. I spent more than 30 hours dealing with Barclays over a dispute for {$240.00}. I made repeated calls, requested supervisor review, and was told callbacks would occur within 24 to 48 hours, but they often did not. I was eventually told that the only way to reopen the dispute was by fax, forcing me to arrange access to a fax machine in XXXX. After the dispute was reopened, a supervisor indicated the original denial appeared improper, yet Barclays still failed to correct the result. Barclays then issued a determination letter dated XX/XX/year> stating that services were rendered. That is factually incorrect. The medication I ordered was never provided. Barclays appears to have accepted the merchants position at face value while ignoring the actual nature of the dispute and the evidence. I then sent a written escalation to Barclays Office of the President, which Barclays logged as received on XX/XX/year>. Since then, I have followed up twice seeking basic information about what would happen next, what review was being conducted, and when I could expect a response. I was not given any meaningful answers. I was simply told that once the matter was with the Office of the President, I would have to wait for that office to contact me, with no explanation of timeline, process, or status. To date, I still have not received a meaningful response or resolution. This is a condensed summary of what occurred. In the upload section, I have included the full detailed letter I sent to Barclays Office of the President, which sets out the complete facts and chronology. I also have screenshots of the text messages referenced in that letter and can provide them if needed.

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