Consumer complaint received 2022-11-01
Company: BARCLAYS BANK DELAWARE
State: FL
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:
I opened a case on XX/XX/2022, for a dispute on a transaction with the merchant XXXX. The reservation was booked on XX/XX/2022, for {$460.00}. The reservation dates were XX/XX/XXXX to XX/XX/XXXX. XXXX had booked the wrong dates for my reservation, and I attempted to change the reservation before my trip to the correct dates, which were XX/XX/XXXX to XX/XX/XXXX. Still, they could not help me after several days of trying to resolve the issue. XXXX stated that they could not contact the hotel, so they could not do anything about it, even though their system booked the wrong dates for my reservation. I ended up booking a different hotel for my trip and did not use the reservation booked with XXXX. 
As they mentioned, the only way to resolve the issue was to submit a dispute with my credit card company and not use the reservation. The reservation was never used, as that was the solution I was given by XXXX, as they could not contact the hotel to change the reservation to the correct dates. I ended up booking an utterly different reservation for my accurate travel dates. After the trip, I called and submitted my dispute for the transaction on XX/XX/XXXX. I was told that this would take some time for the merchant to respond to the disputed transaction. In XXXX, I received a call from Barclay XXXX XXXX XXXX XXXX XXXX, which I missed due to my busy schedule, but I immediately called back when I saw the missed call. A representative from Barclays mentioned that they had XXXX days left pending for the merchant to respond and that they would call me back with more information. The second call I missed due to my schedule, and the dispute team closed my case due to failure to contact me & quot ; Several times & quot ; when I only missed XXXX call. As the first XXXX, I reached back to the dispute team. It is exceptionally unacceptable that Barclays would go ahead and cancel my dispute for missing XXXX call without reaching out differently, like E-mail, Text, Mail, or even a voice mail, and giving me a timeframe to send my proof for the dispute. It is unfair for a consumer and a customer of Barclay XXXX XXXX XXXX XXXX XXXX not to get the chance to defend the disputed transaction by showing evidence for the conflict. After seeing my case was closed, I called Barclays again and was told to submit a letter through fax to reopen my claim. I submitted that faxed letter that same day but never received a response from Barclays. I called Barclays again and was told they never received my letter. To fix the situation, I submitted yet another faxed letter to reopen my case, including all documentation of conversations between myself and XXXX. Barclays finally received my information and then went ahead and reopened my case. They did not ask anything from me, and no one ever contacted me after reopening the case. I constantly called Barclays to stay updated on my case, as they never called me to tell me anything. Every time I called, they kept telling me they were reviewing the dispute and that it would take more time. 
On XX/XX/XXXX, I received a letter from Barclays stating they had closed my case AGAIN due to the current time difference between the date of the transaction. It was utterly astonishing and unfair as a customer, as I submitted the dispute right after the booking reservation On XX/XX/XXXX, right after the reservation had been completed, just as I was told. So, there is no scenario where I started this dispute after the 60 days stated by XXXX that a consumer is allowed to submit a dispute. I called Barclays again on XX/XX/XXXX and was told by a representative that they had closed my case, that I had to deal with the transaction with the merchant, and that they could not do anything about it. They could see through my proof of several days of trying to resolve the situation with the merchant that this was not an option for me. They told me to resend another letter for the third time to reopen my case and submit all my documentation again. It cost me XXXX XXXX  to fax all the documentation at XXXX to Barclays for them to review and accept my dispute. They are telling me the only way to resolve my issue is to resend everything and go ahead and pay for another FAX for all this information. I am exhausted of this claim as Barclays has me going around in circles. They have no interest in protecting their customers, especially those who spend XXXX XXXX XXXX annually through their services, and always stay up to date in paying off balances. It is unacceptable for a company like Barclays to treat its customers this way.

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