Consumer complaint received 2020-12-15
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Starting XX/XX/XXXX, I purchased a rental car for an upcoming trip. Upon the charge being processed, I then used my reward points against the purchase. 


Due to the ongoing problems pandemic our trip had been postponed. There was a bit of a mix up with the rental car company and they did not push our reservation out to next year. I asked for my money back and they said they could only give me half of the {$470.00} back or they can rebook our reservation for the following year. Not wanting to lose money on a reservation that had already been paid in full I agreed to the new reservation. For whatever reason the rental car company could not apply the money I had already paid for the original reservation on their end. What they were able to do was to refund me for the original reservation and then charge me for a the new reservation right after so that the refund and new charge would cancel each other out. On XX/XX/XXXX I was issued the refund for {$470.00} followed by the new purchase of {$470.00} on XX/XX/XXXX. Ergo the refund and purchased cancelled each other out and I only had to come out of pocket with {$1.00} ) Initially I had agreed to this until I was told that the prior daily rate I had already paid for would not be honored and it had gone up in price. Thus my new reservation was more expensive than the original. I tried to reason with the rental car company about this but they wouldn't budge. I then disputed the charge on my credit card to get my money back. 

Initially Barclay provided me a loaner credit of {$470.00} while they looked into the dispute. While this is happening, the refund for the initial reservation had gone through and so did the purchase for the new one ( just to reiterate, On XX/XX/XXXX I was issued the refund for {$470.00} followed by the new purchase of {$470.00} on XX/XX/XXXX. Ergo the refund and purchased cancelled each other out and I only had to come out of pocket with {$1.00} ) Naturally on Barclay 's end it looked like I had gotten my money back due to the rental car company 's inability to apply my credit from the previous purchase to the new one their end. That being said the rental car company still has my money and I did not actually get my money back. 

Upon what looked like a refund barclay 's then charged me {$470.00} to cover the loaner credit that had issued me. The problem with that is, 1. I never got any money back. 2. I did/do not owe barclay 's any money seeing as how I didn't get any of my rewards points back either. I then called customer service about this charge that barclay 's had applied and was told to file a dispute yet again and just keep that charge on my card until it is settled. 

The problem with that logic is in what way is it smart or fair to expect someone to keep almost {$500.00} in credit tied up and let it accrue interest? So I paid off that deposit not expecting this ordeal to take over two months to be resolved. I have messaged barclay through the website multiple times and have called customer service multiple times ( call log upon request ) only to be given the run around. 

Finally someone from the office of the president called me on XX/XX/XXXX, I saw the missed call and called back 20 minutes later and left a voicemail. Additionally I have left multiple voicemails on the following dates ; Monday XX/XX/XXXX I left a voicemail at XXXX, Tuesday XXXX left a voicemail at XXXX, Thursday XXXX left a voicemail at XXXX, Thursday XX/XX/XXXX left a voicemail at XXXX XXXX. After not getting any of my calls returned I called customer service yet again at XXXX to let them know I am still waiting on a follow up call. I was told my case is still open and that they would make a note on my file that I called. I called again XX/XX/XXXX at XXXX and again at XXXX I asked to speak the compliance officer and was told they didn't know, I asked again to speak with the compliance department and was told by the customer service rep that she doesn't have a number for that department. 


I would like it to be known that I was given a case ID number and I would call every few weeks to see how things were progressing only to then be told I had no case/ the case did not exist.

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 non-monetary relief