Consumer complaint received 2025-12-16 00:00:00
Product: Credit card — Store credit 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: WA

Complaint narrative:
XXXX XXXX: Received shipment from XXXX XXXX XXXX missing XXXX XXXX XXXX XXXX items that were supposed to be inside according to XXXX XXXX  shipment confirmation. Box was slightly crushed and had been retaped (with a clear plastic tape over the original paper tape which was ripped). The value of the missing items (amount charged) was XXXX XXXX XXXX XXXX XXXX customer service and explained the situation. Agent told me that because I received the package, I needed to file dispute with my credit card company. She advised she could only help if I did not receive the package at all.XXXXXXXX XXXX XXXX XXXX XXXXXXXX (Barclays Bank) XXXX XXXX  and opened dispute XXXX XXXX  for the missing items over the phone.XXXX XXXX Received Letter from Barclays Bank advising they received a dispute for XXXX, which was no the item in question, advising they are reversing the credit (this was for the one item I did receive in the package, which I returned as it did not fit  it was never meant to be part of the initial dispute)XXXX XXXX I sent fax requesting to reopen the dispute, further explaining and providing screen shots of which items in the order confirmation were missing (which I had already described over the phone when opening the dispute with the agent on XXXX XXXX XXXX XXXX Barclays sent letter XXXX XXXX XXXX advising I had provided insufficient proof that the merchant has violated the invoice/contracts terms and conditions.XXXX XXXX After receiving another letter advising I had provided insufficient proof of the missing items, I again clarified which items were in scope of the dispute and explained that they should be able to see from the picture of the box on my doorstep, which they provided as evidence of the delivery, that it was bent up and re-taped. I again asked for the dispute XXXX XXXX to be reopened.XXXX XXXX Faxed another letter to XXXX XXXX XXXX  restating the issues and noting from a conversation with the Barclays dispute agent, she advised the case reason was disagreement with the quality of the merchandise which was incorrect and I never stated any issue with quality of merchandise. She advised me to reopen the dispute to have this reviewed. I never received any response to this concernXXXX XXXX: Received phone call back from manager based on my request, however he confirmed this cannot be reopened due to the time that has passed. \n\nThere were many phone calls to discuss my concerns with the dispute department inbetween here, which Barclays will have on file, however the theme was that I had provided insufficient proof of missing items  to which I advised that I cannot prove I did NOT receive something. The only thing I could have done was video tape myself opening the box, which I would have done if I had known there would be missing items. I should not have to pay for items I did not receive.\n\nFurthermore, Barclays made it difficult to process the dispute, as they did not give the option to file the claim online or attach documentation there. All correspondence had to be via fax which virtually no one uses in XXXX, and I had to pay to use a fax service each time. Furthermore, some of the letters from them were posted in my online account, but the later ones were not, so I had to wait over a week for them to come in the mail. Finally, I could not speak with a manager when I called, and it took almost a week for them to call me back. When they did, they did not help at all. Everyone just told me there is nothing they could do.'

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