Consumer complaint received 2021-08-23
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I've never filed a complaint here before, but this issue really needs to be corrected before other consumers fall victim. 

On XX/XX/XXXX, I chatted with jet blue via their online site and spoke to Barclay 's Bank on the phone. I had an upcoming trip from XX/XX/XXXX through XXXX that I had already paid for and at this point i wanted to know if there was a way I could get my bags checked for free somehow. I hadn't paid for the checked bags yet, only the tickets. I was led to believe through the chat and reassured on the phone that applying for a jetblue credit card, if I was approved, would allow me to be reimbursed for the checked bags fees for me and my two traveling companions.

After the chat agent suggested I apply for the credit card, I immediately applied for the card ( Barclay/jetblue with about {$100.00} annual fee ) and got approved. I then went back into to find out exactly how to proceed with advanced payment for the bags ( {$180.00} total ) the agents in the chat then gave me conflicting information and suggested that since I wouldn't receive my jetblue card before my flight, I was now ineligible for the free checked bags. This information also conflicted with the info I got on two separate calls with Barclay 's ( using phone number provided by the jeblue agent ). Before I purchased the baggage fees, I hsd called Barclay 's and the agent told me it was OK for me to purchase baggage fees before my flight with another credit card ( since I had not received my jet blue credit card in the mail yet ) and that I would be reimbursed afterward to compensate for the {$180.00} bag expense.

When I got home from the trip and having now received my card, I called Barclay 's to get the reimbursement ( today XXXX ). The Barclay 's representative assured me that i would be reimbursed for the fees ( which backed up what the previous Barclay 's agent told me before I first purchased the bag fees prior to the trip ) She then transferred me to a jet blue agent who now says they can't refund bag fees paid for with a non jet blue credit card. I am now on hold waiting for a supervisor ( they estimated 40 minutes wait time ) Here is some verbiage from the chat as we were talking about the free checked bag feature, before I applied for the jetblue card : Me : if I get a blueplus credit card, do I get free checked bags? ...

me : so even though I didn't pay for the flight through this card I can still do it? If I get approved?

Live agent : yes that's right But the most infuriating aspect of this is the blatant conflicting information between Barclay 's jetblue credit card and some of the jetblue agents. Two Barclay 's credit card agents told me I'd be reimbursed ( 1 today, XXXX and 1 on XX/XX/XXXX ) I have no doubt that if other consumers haven't already been cheated out of bag fees reimbursement the same way I did, many will soon if this issue is not corrected

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