Consumer complaint received 2025-09-24 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: VA

Complaint narrative:
I purchased lunch at the airport Subway restaurant in XXXX  and XXXX on XX/XX/XXXX using my Barclays XXXX XXXX. My order included a turkey sandwich and bag of chips and the total was around {$20.00}. I did not keep the receipt. When I checked my credit card statement, I had been charged {$120.00}, so {$100.00} more than I authorized. 
I immediately contacted the credit card company ( Barclays XXXX XXXX ) and they said I needed to try to work with the vendor to get the situation resolved. I assumed ( based on experiences with other credit card companies ) that this charge was on hold and that I did not owe the balance due until the dispute was resolved. Apparently that was not the case so my bill became overdue and as soon as I realized this, I went ahead and paid the full amount due of {$120.00}, 2 days after the due date ( XX/XX/XXXX ) even though I didn't agree with that amount. 
Apparently the company then assessed a late fee and interest charges to my account which I was unaware of, because I wasn't expecting any charges to be made to that account that month since I had paid the amount due ( once again, even though I didn't agree with it ). 
After 2 months of late fees, I realized I had been charged and was now past due on the account. I called the company and was referred to the Dispute department who assured me they would help me resolve all of these issues, all the way back to the initial incorrect charge. My case ID was XXXX. I was told they would also refund my late fees, and I would end up with a credit on the account for the {$100.00} I was overcharged by the initial vendor. 
Fast forward another month, my XXXX statement not only did NOT have the late fees refunded, it actually charged me an ADDITIONAL late fee. At this point, my account is past due by 3 months of late fees because I was falsely promised that the late fees would be removed. I previously had a credit score in the XXXX and it has now dropped to XXXX assuming because of this mess. 
I just got off the phone with this company and after being transferred to XXXX different departments, they say they did nothing to resolve my initial dispute ( didn't reach out to the vendor for proof of transaction after I told them multiple times that I don't have a receipt ). After about an hour on the phone, I finally got someone's manager in the " late fee '' department ( XXXX, Employee ID XXXX ) to say he'll refund the late fees in XXXX business days. We'll see if that actually happens. 
I'm extremely frustrated and want to report this credit card company for not protecting their consumer against a fraudulent transaction in the first place and then furthering the pain with all these late fees and LYING about advocating on my behalf against a fraudulent vendor as well as LYING about refunding me late fees as I was told in XXXX. As soon as the late fees are refunded, I'm closing my account and would advise others not to use this company.

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