Consumer complaint received 2021-03-21
Company: BARCLAYS BANK DELAWARE
State: KY
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:
On XX/XX/XXXX, while in XXXX XXXX, I made a reservation, over the phone, with a hotel, the XXXX XXXX, located XXXX XXXX, XXXX XXXX, using my Barclays Aviator XXXX XXXX XXXX Mastercard. The reservation had my party checking in XX/XX/XXXX and checking out XX/XX/XXXX. While making the reservation, I explained to the representative that our party consisted of XXXX0 people ( 8 adults and 2 children ). The representative explained that our party would fit comfortably in the 3 rooms that we were reserving, because the rooms were were getting contained a total of 4 king-sized beds. The total for the reservation {$2000.00}. 
Upon arrival at the XXXX XXXX, I went through the normal process of checking in at the front desk and receiving the keys to the three rooms I had reserved. However, upon entering the rooms, I quickly noticed that we had not received the accommodations that were explained over the phone. All four of the beds in the 3 rooms were, in fact double beds, not king-sized beds. I immediately returned to the front desk to explain the problem with rooms. There was not enough space for our party. Their resolution was for us to rent another room or to purchase inflatable mattresses to provide more sleeping space for our party, but that they could not offer any other solution. Understandably, I was upset with the situation, and decided to contact my credit card company. I had to use the International Collect number to explain the situation. I was told by the credit card representative, XXXX, to take pictures of the rooms, if possible, to show the discrepancies of the actual rooms compared to the description I was given over the phone to provide evidence in my upcoming dispute. I was also told that I could not proceed with a dispute claim over the phone with her, that it was her the company 's policy that I create one online. I explained that I would do just that. We left the hotel and did not stay one night there, due to the fact that their representative had been dishonest with us in describing their rooms and that the beds were not large enough to accommodate our party. We were able to find another hotel and stayed there for our time in XXXX XXXX. After checking in at our new hotel, I immediately used my computer to begin my dispute. However, Barclay 's website explains that all online disputes must wait 14 days after the purchase to begin a claim. They did however, have a phone number to call regarding disputes. I immediately attempted to call the number, but unfortunately by this time in the day, their offices were closed. I called first thing the next morning, XX/XX/XXXX, to get as much information as possible. To my pleasant surprise, I was able to initiate my dispute on that day XXXX, XXXX and received my Case ID : XXXX. I was told by the Barclay 's representative to save my invoice from the second hotel that we were actually staying at for further evidence that we did not stay at the hotel. I asked him if the phone call was being recorded to also show that I was not staying at the XXXX XXXX XXXX. He assured him that it was being recorded. At this point I received a provisional credit covering the {$2000.00}. 

Fast forward to XX/XX/XXXX. I had not received any correspondence from Barclay 's, up to this point. On this date, I received a letter explaining that Barclays was unable to pursue credit on my half, due to the fact that the merchant supplied documentation that details what the transaction represents. Also included in this letter was the statement, " If you have additional supporting documentation that was not previously disclosed, you may reassert your claim within 10 days of receiving this letter by sending a signed and dated letter to : Billing Disputes XXXX XXXX  XXXX XXXX, DE XXXX ''. Before doing so, I called the Dispute department to make sure I was going about the process in the correct manner and to try to ascertain as much information from them as possible. The Barclay 's representative explained that my claim has been denied because the merchant had claimed that " services were rendered ''. This was clearly not the case. I had called Barclays on the date of check-in and explained that whole situation at that we were not staying. I also had initiated the claim the following morning from the hotel that we actually stayed. 
I found it unacceptable that Barclays would communicate with the merchant throughout the " investigation '', but not one time reached out to it's loyal customer for information. Despite this fact, I gathered all of my evidence and moved forward and reasserted my claim within the time frame given by Barclays. 
Fast forward to XX/XX/XXXX. I received a second letter, dated XX/XX/XXXX, from Barclays explaining, " After further review, we're not able to assist you with obtaining a credit to your account due to the following : Merchant has not violated the terms and conditions of the contract. Once again, not one time did anyone from Barclays attempt to communicate with me during their " investigation '', yet during both phases of their investigation were able to communicate with the merchant. Once again I attempted to contact Barclays via phone on XX/XX/XXXX at approximately XXXX. I was placed on hold at waited 2 and half hours until XXXX and was hung up on. XXXX is when their offices close. I called back the next day, XX/XX/XXXX and was thankfully able to get through. I was told that the claim was closed and that there was no other help that would be provided by Barclays. I asked to speak to a supervisor and after jostling back and forth with the representative, was finally placed on hold to wait for the next available supervisor. After being on hold for nearly 45 minutes, the representative came back on the phone to explain that no supervisor was available at this time. He took my phone number for a manager call back. He explained that I could expect a call within 10-15 business days. I found this hard to believe that no management was available to assist customers for up to 4 weeks including weekends. 
So, that is where I am at right now in the whole process. My bill of {$2000.00} is due on XX/XX/XXXX. 

Thank you, XXXX XXXX XX/XX/XXXX 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