Consumer complaint received 2023-08-09
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/2023, I purchased an airfare ticket from a website known as XXXX XXXX XXXX XXXX XXXX using a credit card issued to me by Barclay Cards U.S. ( hereinafter Barclay ) account ending in XXXX. Immediately following the purchase, the website delivered an itinerary for a travel on XXXX XXXX XXXX  out of a local Airport : XXXX XXXX ( XXXX ). See Exhibit A, page 4. That itinerary directs me to an airline called XXXX XXXX at XXXX, which would supposedly take me on XX/XX/2023 from XXXX to XXXX XXXX XXXX XXXX in XXXX XXXX ( XXXX ) after which another airline XXXX XXXXXXXX XXXX XXXX would take me from there to XXXX, XXXX for a final destination in XXXX, XXXX. Id. 
On XX/XX/2023, I went to XXXX but could not locate the airline that the itinerary referred me to. The airport security/information informed me that my itinerary was a hoax and no Airlines with that name exists. When I did further investigation, I discovered that the itinerary was indeed bogus as a XXXX XXXX has no presence in XXXX. That is, XXXX directed me to check in with a fictitious airline or an airline that does not exist. The fictitious flight was set to depart at XXXXXXXX XXXX  XXXX time. I arrived there at XXXXXXXX XXXX I attempted to call XXXX but their customer service was not operating. XXXXorth mentioning that their customer service number shows a California area code, which would make it XXXXXXXX XXXX California time. I then attempted emails but XXXX did not respond until later in the day. See Exhibit A at 2. 
In response to my dispute, XXXX fabricated an itinerary that shows a different airline than the one they sent me. It shows XXXX XXXX instead of XXXX XXXX. See Exhibit C at 9. Their entire case rests on that fabricated itinerary, which would place me at fault for supposedly missing my flight. Their entire defense now is that I missed my flight on XXXX XXXX, which according to them would forfeit my entire purchase. However, later on that evening, XXXX sent me an email stating that the flight that would supposedly take me to XXXX ( XXXX XXXX ) was cancelled. Exhibit B. 
In any event, after a string of email exchange, XXXX finally agreed to refund me but failed to do so within the time they promised. See Exhibit A at 1. Following that, I contacted Barclay ( on or around XX/XX/2023 ) to request a reversal of charges. On that call, I furnished Barclay with the same information list in this complaint. I also informed them that I would be ready to support each one of my statements with supporting evidence. 
On XX/XX/2023 Barclay sided with XXXX, without even giving me a chance to respondstating that they were not provided with proof that the merchant agreed to refund the credit card account. [ and ] The merchant has not violated the terms and conditions of the sales agreement. Exhibit C at 1. In reaching that decision, XXXX relied on the fabricated itinerary that XXXX sent them, which they forwarded to me after blindly taking their side, substantiating their fabricated evidence, and denying mine. Exhibit C at 9. 

On XX/XX/2023, I responded with the refuting evidence shown here as Exhibit A to prove to Barclay that XXXX has agreed to refund me, which would address the reason they cited as grounds to deny my request. That information would also show that the information that XXXX provided to them was bogus and differ from the one they sent meat least the ticket and itinerary information. Still, Barclay refused to accept any of the evidence I provided. 

On XX/XX/2023 Barclay sent another statement citing different reasons other than the one they cited on XX/XX/2023. See Exhibit D. This time Barclay added a new reason not listed in their first response. Here, they indicate that needed to see a cancellation evidence. Id. Clearly, Barclay continue cite generic grounds find more excuses to deny customer requests. 
Barclay generic statements dont address issues or respond to consumers claims. For example, even though I informed Barclay that XXXX sent me a bogus itinerary, they sent me a generic response that made no sense. Clearly Barclays generic response was not tailored to my specific case. 

Barclay has a history of siding with fraudulent and predatory merchants. A glaring Example is their previous denial of a similar fraudulent transaction, which necessitated the intervention of a state court. Even then, Barclay, refused to honor the Court order. Clearly, Barclay, in particular, operates with a complete disregard to consumers rights and should be held responsible. should this agency require information on the previous fraudulent charge that had been resolved by a state court, I stand ready to provide the documentation. 


I respectfully request full investigation of Barclay Cards and applying the law to its fullest extent. I also respectfully request investigating XXXX fraud and holding them responsible for their fardauelent transaction. 



Respectfully Submitted, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 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