Consumer complaint received 2022-06-16
Company: BARCLAYS BANK DELAWARE
State: TX
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:
Dear CFPB : I am an XXXX  however I need your kind attention and help in this matter : The airline company cancelled my flight and the travel agency and the BarclaysXXXX XXXX is refusing to refund charges and fees for those cancelled flights. 
( 1 ) On XX/XX/XXXX, I purchased an airline ticket through the website XXXX, owned by XXXX ( See : XXXX ) ; ( 2 ) On XX/XX/XXXX, I made a change to my flight and the travel agent XXXX aka XXXX charges me an additional fee of USD {$1300.00} and USD {$130.00} ( See : Screenshot XXXX XXXX, and XXXX ) ; ( 3 ) On XX/XX/XXXX, I was suddenly informed by XXXX aka XXXX that the airline has cancelled my flight and they can either find a new flight or give me a full refund. The travel agency only gave 12 days deadline to respond ( See : XXXX  ) ( 4 ) From XX/XX/XXXX onwards, I disparately called the travel agent everyday more than once to get a new flight by calling their number ( XXXX ) XXXX ; ( 5 ) My last call was made on XX/XX/XXXX and lasted about 23 minutes ( see : XXXX ) ; ( 5 ) On XX/XX/XXXX, I informed them over the phone and via email that because they can not provide an alternative flight, I want a full refund under the terms of the airline which was stated in their email. They cancelled the whole reservation immediately the same day ( see : XXXX, XXXX, XXXX, and XXXX ) ; ( 6 ) I received the only response on XX/XX/XXXX for the first time stating that they will issue a full refund ( see : XXXX ) ; ( 7 ) On XX/XX/XXXX because I had received no response or refund from XXXX aka XXXX, I filed credit card dispute for the amounts of USD {$1300.00} and USD {$130.00} with the issuing bank at BarclaysUS.com ; ( 8 ) BarclayUS.com issued a temporary refund and informed me via a letter that they will investigate the dispute and let me know if they need anymore information. I stated : " I made a reservation and travel changes with the XXXX. The flight was later cancelled by the airline and the travel agency has failed to re-issue the tickets after waiting 7+ days. Please, note I have contacted the travel agent at least 6 times without any resolution. " ; ( 9 ) However, today I noticed my XX/XX/XXXX statement and found out that the disputed transactions have been added back into my bill ( see : CreditCardStatement ) ; ( 10 ) I immediately called their number at ( XXXX ) XXXX and spoke with the bank for about 37 minutes ( see : Screenshot XXXX XXXX- please note that the timestamp is XXXX  because I am currently in XXXX which is 12 hours ahead of the USA  for business and family trip ) ; ( 11 ) The agent of the bank, XXXX XXXX, from the dispute department stated that the case has been closed and the amount has been re-charged without notifying me or giving a chance to respond. 
( 12 ) The bank told me that I can not reopen the case unless I write to them or fax them. When I asked for a manager, she was unable to find anyone. Then when I mentioned that I am out of the country, she gave me an incorrect fax number to send my request to reopen the case. The false fax number was ( XXXX ) XXXX. I asked XXXX XXXX multiple times and verified the number because it was a odd combination of numbers. Therefore, it is clear from the bank 's actions that they are unwilling to provide any assistance whatsoever even when I asked them that if I should file a complaint with the Consumer Bureau or not. The bank refused to help. 
( 13 ) I need your immediate help to resolve this issue.

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