Consumer complaint received 2025-09-27 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: AZ

Complaint narrative:
- XX/XX/XXXX created four disputes for a total of {$2000.00}, all from the same merchant due to the items being counterfeit. 
- XX/XX/XXXX Barclays left me a voicemail to call back about my disputes. 
- XX/XX/XXXX I called Barclays. The representative asked to send a third-party letter proving the goods were counterfeit. I explained that was difficult but that I could provide photos clearly showing the items were counterfeit. She put me on hold to ask a supervisor whether I could upload photos instead of faxing. She returned and told me pictures arent necessary ; we can help without them, said she noted my account, and that they would investigate and contact me. 
- XX/XX/XXXX I saw in the Barclays app that 3 of 4 provisional credits were reversed. I called the disputes department ( XX/XX/XXXX ). I was told credits were reversed because I didnt call back. I explained my XX/XX/XXXX call. The agent said there were no notes showing my call. I asked about the 4th still-open dispute ; she said that credit would also be reversed but would not explain why. She told me I could reopen by faxing photos and gave fax XXXX. 
- XX/XX/XXXX I went to a store and faxed images and written explanations to Barclays. 
- Letter dated XX/XX/XXXX, received after my fax Barclays said {$2000.00} was re-applied to my account because the merchant has not violated the terms. I disagree : my order screenshots show I did not receive what was sold. 
- Letter dated XX/XX/XXXX For dispute of {$1000.00}, Barclays claimed insufficient proof that the merchant violated the contract and we were not provided sufficient proof the merchant agreed to refund. In the app, all four disputes soon showed investigation completed and no permanent credit. 
- Multiple calls ( 5 manager requests ) I requested escalation and call-backs five times. First two were never returned. On the third request I threatened to cancel ; I then received a call from a customer service manager who had no access to disputes. He said hed contact management for a re-investigation. In my app, the disputes briefly showed re-opened and then closed again. 
- XX/XX/XXXX I obtained a third-party statement confirming the items are counterfeit. 
- XXXX I attempted to fax that statement. Multiple failures occurred. Barclays customer service incorrectly gave me XXXX ( invalid ). Disputes later confirmed the correct XXXX and provided XXXX as an alternative. After several attempts over two days, I successfully faxed the third-party letter. 
- XX/XX/XXXX I also filed a XXXX complaint. 
- XX/XX/XXXX Barclays letter re dispute of {$530.00} : denied for insufficient proof and we were not provided the true nature of the dispute when first notified. 
- XX/XX/XXXX Barclays letter re dispute of {$1500.00} : closed ; unable to further pursue, no reason provided. 
- XX/XX/XXXX Email from XXXX, Office of the President : said Barclays received additional documents on XX/XX/XXXX, but stated they were past the timeframe to assist and had to respond to the merchant by XX/XX/XXXX, which was never mentioned to me before; told me to contact the merchant or seek help outside the banking industry.

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