Consumer complaint received 2025-02-13 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: NC

Complaint narrative:
The following are copies of the certified letters sent to Barclays : To Whom It May Concern : XX/XX/XXXX - I have been instructed to share these emails between me and the XXXX XXXX XXXX that is based in XXXX. On XX/XX/XXXX I ordered a high-end XXXX ( order # XXXX ) for a sum of {$3200.00} on my Barclays credit card XXXX After a very long delay I received the bike on XX/XX/XXXX with some cosmetic damage. Upon assembling the bike I turned it on and the LCD screen indicates a fatal error code of XXXX! which means the bike has no communication and can not be used per the manual. 
I have attempted to get a live person from XXXX on the phone since XX/XX/XXXX with no such luck. I have been communication via email and XXXX and it appears I am not going to get any help. I have attached emails between me and XXXX and you will be able to see that XXXX day they offer me to send the bike back and the next they want to send me a new battery charger. They have not made any sense since the emails have started. I have told them that they need to send me a new pre-paid shipping box and packing materials so I can ship this bike back. 
It appears they have no intentions of helping me, therefore, I have initiated the charge dispute for this bike. Please review all the emails and let me know if theres anything else that I need to supply. As of XX/XX/XXXX I received an email telling me to package the bike well and return it along with XXXX shipping labels ( XXXX missing ). The problem is that they know I have requested a new box be sent with all packing materials due to the original box being destroyed. I have reached back out to them and am getting no response! I can XXXX them accusing me of not properly packing this defective bike and trying to not refund me all of my money. They have also not provided the third pre-paid shipping label for the accessories box. I have included the newly received email in this packet. 

Update as of XX/XX/XXXX To Whom It XXXX Concern : I have reached out numerous times to this company since XX/XX/XXXX concerning them sending me a new shipping box due to the original being damaged from the original shipment by XXXX. I have never been able to actually talk to a person at this company. All communication is done via email and XXXX The last responses I received was an offer to credit me {$50.00} to buy a new box which is NOT available and no credits were ever received. I took the initiative last week and spent {$130.00} to buy packing supplies and a crate stapler. I have fixed the original box and sent them the request for the pre-paid shipping labels along with the photos of the entire packing process. I am now getting a response that indicates they want to further trouble shoot the bike and that XXXX will not pick up a repaired box. I have attached ALL communications and photos since XX/XX/XXXX to this letter. It is apparent to me that this company has no intention to receive this defective bike back to their warehouse in California. I have many concerns regarding this company and the lack of customer service. I suspect if I send this bike back today that they will claim something was wrong with the packaging or contents which is why I have thoroughly documented the packing process with photos which are attached to this letter. Please review all of the emails and the XXXX message that I received on XX/XX/XXXX to get a clear picture of what I have been dealing with. Again, this company has never once responded to my numerous voice mails and they refuse to speak to anyone via telephone. If you look at their web site there is a customer service number that only goes to an answering machine! Please let me know if you have any questions regarding this newly supplied information. 

Update as of XX/XX/XXXX To Whom It XXXX Concern : I received a call from Barclays today wanting me to confirm that I had received shipping labels from the Seller. I had called Barclays XXXX weeks ago to inform them that I had received these shipping labels. The issue was the emails I had received PRIOR to receiving the shipping labels ( see attached emails dated XX/XX/XXXX XX/XX/XXXX ). It appears that XXXX wants to reduce my refund with a 50 % re-stocking fee for a 100 % defective bike and a {$1200.00} XXXX  fine for not having an un-repaired shipping box! 
Per all of the emails I have sent Barclays and the new ones attached to this letter, you can clearly see my frustration. This company has stonewalled me since the day I first contacted them regarding the bike being 100 % not usable. I have only had this bike over 30 days due to the lack of help and no human response, other than emails and messages vis XXXX. When you review the new emails you will see that they have clearly ignored my request to guarantee me that if I ship the bike back I will not be fined or assessed a re-stocking fee for a defective/useless bike. Also, per the phone call to Barclays XXXX weeks ago, the XXXX XXXX recommended to NOT send the bike back until the investigation was completed due to the recent threats of fines and re-stocking fees from XXXX. This bike would have been sent back in XXXX if this company had simply supplied me with a new/undamaged box and didnt ignore all of my requests for help! Please review the emails and let me know what the next step is. 

Update as of XX/XX/XXXX I just received a call from Barclays XXXX department concerning wanting an second opinion letter regarding this ebike being faulty. I explained that I am in XXXX, NC and there are no dealers that sell or sevice this brand ebike. I have sent Barclays, over the past 3 months, all of the email communication between XXXX and me concerning this issue and their lack of response/help. I just went on-line and looked up the XXXX manual which also clearly points out that the error code XXXX! indicates NO communication which renders this bike 100 % useless. I sent the emails and photos of this issue to Barclays 3 months ago. I also went on-line this morning to the latest XXXX XXXX XXXX which now has many people talking about the exact same issues and lack of any help from XXXX. XXXX person also had the exact same response concerning returning the ebike and being charged a {$1200.00} fine due to not having the original box! Barclays needs to take a very close look at this vendor/company and re-think letting them charge these ebikes on Barclays customers XXXX! I have enclosed printed pages of the XXXX manual that reflect/confirm my issue and have included screen shots of current customers XXXX forum complaints. I highly recommend that Barclays goes on-line to see the recent customer complaints about XXXX and this new XXXX ebike. FYI I was XXXX of the first buyers of this bike and this public data was NOT available at that time. 

Dispute Closed XXXX XX/XX/XXXX I received Barclays dispute cancellation letter dated XX/XX/XXXX on XX/XX/XXXX and offer the following. 
The letter states that the XXXX company indicated that I would NOT cooperate and sent them videos to confirm the issues with this XXXX. They also indicated that I missed a XXXX  return pick along with packaging that they supplied. I am dumbfounded that Barclays accepted this response considering that I had sent all email and XXXX communications in XXXX separate certified mailings on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. 
I am now re-sending all of my communication, with hi-liting and cliff notes, that totally debunk this unethical companies claims. Please carefully read and view all data and compare it to what they are telling you. 
This issue has been ongoing since late XXXX due to a company that refuses to speak with the customer and conducts all communications via email and XXXX. Early on I left XXXX voice mails at their customer service number requesting a call-back which never happened. You can read the supplied communications to see the frustration that was endured trying to resolve the issues. 
This company has indicated that they plan to charge a 50 % re-stock fee for a defective product and has indicated that I will be fined {$1200.00} by XXXX if I send the product back in the damaged box. I have included the emails that prove theses threats and show that when I questioned the XXXX fine they later denied knowing anything about it. 

The issue has always been their refusal to send a serviceable box. The bike arrived XXXX weeks late in a damaged box. You can see the string of communications concerning this issue and the promise of crediting my card {$100.00} and later {$50.00} for packaging supplies that NEVER happened. Eventually they agreed that I can repair the box and ship it back after I provided photos of the repairs which I did and are in the included evidence with this letter. 
The bike was shipped back on XX/XX/XXXX per the request of a Barclays XXXX per my conversation last week. My biggest concern is the indication that this company plans to charge a 50 % re-stock fee and {$1200.00} XXXX fine ( which is fabricated/false per XXXX ) along with no refund for the purchased saddle bag accessory which will basically be a $ XXXX refund! The supplied communications reveal overwhelming evidence that this is a very unethical company to say the least. 
I also found it very odd that Barclays would demand a second opinion letter concerning the bikes issues and the cost to repair. There are no retailers of this bike anywhere in North Carolina. Per all the data I have sent, it is obvious that XXXX acknowledged the bike has issues. I am not responsible to pay to have their product repaired and have every right to send this product back due to the noted and acknowledged issues. 
Regardless of the above, I have reached out to the largest local bike store in my area, per Barclays request, that sells XXXX XXXX. I have included their analysis/letter of this situation which is included in the attached documents. 

After all of the communications noted above, Barclays has once again refused to take action, even after the bike was returned a month ago with NO credit being applied to my account! Barclays appears to have no intentions of doing the right thing and have once again closed out my dispute, after I sent overwhelming evidence of no customer service from this XXXX bike company and a third party letter that stated this XXXX bike could not be repaired in the XXXX due to no manuals, parts or communications from the XXXX bike company which is in XXXX.

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