Consumer complaint received 2023-02-03
Company: BARCLAYS BANK DELAWARE
State: NJ
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 HAD A CREDIT FOR {$550.00} FROM FRONTIER AIRLINES THAT WAS GRANTED IN XX/XX/XXXX. I CALLED THEM EARLY IN XXXX TO CONFIRM THE CREDIT AND A REP INFORMED ME THAT MY CREDIT WAS GOOD TO BE SCHEDULED UP UNTIL XX/XX/XXXX BUT HAD TO BE USED PRIOR TO XX/XX/XXXX. I PUT A REMINDER ON MY PHONE AND IN MY PLANNER SO I DIDN'T FORGET SO I TRIED PLANNING MY TRIP TOWARDS THE END OF XXXX ; THE CODE : XXXX DID NOT WORK. I CALLED FRONTIER XXXX XXXXXXXX SPOKE TO CS AND THEN TO A SUPERVISER ID : XXXX WHO TOLD ME THEY'RE NOT ALLOWED TO REINSTATE THE CREDIT AND APOLOGIZE FOR THE MISCOMMUNICATION, THEN TRANSFERRED TO CUSTOMER RELATIONS XXXX AND ADVISED THE SAME. CR STATES THEY'RE THE HIGHEST AND FINAL ANSWER APOLOGIZE FOR THE PREVIOUS REP MISCOMMUNICATIONS AND SAID THERE'S NOTHING HE COULD DO AS THE CREDIT HAD TO BE USED BY THE BEGINNING O XX/XX/XXXX. I THINK IT'S UNFAIR TO ME AS THE CONSUMER AS {$550.00} IS HARD TO COME BY. THE REPS SUGGESTED THAT I JUST REBOOK A NEW RESERVATION AS IF I HAVE A MONEY FACTORY BUT IT'S NOT THAT EASY FOR ME AS IT MAY BE FOR THEM. I NEED MY MONEY REFUNDED BACK TO MY CREDIT CARD OR A IN A GIFT CARD SO I CAN BOOK IN THE FUTURE BUT I PREFER BACK TO MY CARD. I PAY MY CARD ON TIME AND I AM ALSO A MEMBER OF FRONTIER DISCOUNT DEN MBRSHP. I DON'T CARE ABOUT THE COST OF THEIR FARES, I LIKE TO BE TREATED RIGHT IN ALL SITUATIONS. NOT TO MENTION I BOOKED A FLIGHT WITH THEM ON XX/XX/XXXX AND SPENT ALMOST {$600.00}. THEY DIDN'T CONSIDER TO APPLY MY CREDITS AND IF I KNEW I HAD TO USE MY FLIGHTS EARLY IN THE MONTH I WOULD HAVE USED MY CREDITS FOR MY BOOKING THEN VS. WAITING TO USE IT TOWARDS THE END OF THE MONTH... THE ONLY REASON WHY ID DIDN'T USE THE CREDIT WHEN I BOOKED FROM XXXX XXXX XXXX ON XX/XX/XXXX WAS BECAUSE I WAS TRAVELING UNEXPECTEDLY FOR A FUNERAL. I WANTED TO KEEP THE CREDIT FOR A PROMISED TRIP TO XXXX THAT I HAD FOR MY DAUGHTER WHICH I HAD TO POSTPONE DUE TO FRONTIER NOT KEEPING THE COMMITMENT TO ME AS THEY AGREED. I SENT AN APPEAL TO BARCLAY AND WAS TOLD IF I COULD PROVE THAT I DIDN'T TAKE THE FLIGHT AS FRONTIER TOLD THEM THAT ME AND MY DAUGHTER TOOK THE FLIGHT, THEY STATED IF I HAD THE PROOF THAT I DIDN ; T TAKE THEY FLIGHT THEY WILL REVERSE THE AMOUNT AND CREDIT MY ACCOUNT I PROVIDED THEM ALL THE DETAILS AND BASICALLY WON MY APPEAL RIGHTS BUT THEN FRONTIER AIRLINES TOLD BARCLAY THAT DESPITE WHAT I SAY THEY SENT OUT INFORMATION STATING THAT THE CREDIT HAD TO BE USED IN A CERTAIN AMOUNT OF TIME. I DON'T RECALL THIS DETAIL BUT IF THAT IS TRUE AND IT COULD BE, THEY STILL SHOULD TAKE RESPONSIBILITY OF THEIR REPRESENTATIVE MISLEADING ME. I CAN NOT LOCATE INFORMATION AND/OR RECALL WHAT THE DETAILS OF AN AGREEMENT WAS WHICH IS WHY I CALLED THEM TO CONFIRM THE LENGTH OF TIME I HAD TO USE THE CREDIT. IT IS UNFAIR AND UNJUST TO ME A CONSUMER TO BE PENALIZED IN SUCH A MANNER. I HAVE SEVERAL ACCOUNTS WITH BARCLAY WHICH REMAIN IN GOOD STANDING BUT I THINK FRONTIER AND BARCLAY IS WORKING TOGETHER TO SCAM DECENT CONSUMERS LIKE ME WHEN THEY KNOW I'VE DONE MY PART TO PROVE MY DUE DILIGENCE. THEY NEED TO TAKE OWNERSHIP AND PROVIDE MY ACCOUNT A CREDIT AS IT'S RIGHTFULLY DUE AS I AM NOT RESPONSIBLE FOR THIS PAYMENT AS I DIDN'T TAKE THE FLIGHT AND THEY ALLOWED ME TO USE ADDITIONAL MONEY TO PURCHASE ADDITIONAL TICKETS KNOWING I HAD A CREDIT I CALL THAT STEALING!!!. I KNOW INTENTIONS OF USING THE CREDIT AND AS MY COMMITMENT TO MY DAUGHTER AND DIDN'T THINK I SHOULD HAVE UNTIL AFTER I BOOK BUT I DIDN'T CARE TO CALL THEM TO APPLY THEM AS I KNEW I HAD UP UNTIL XX/XX/XXXX TO USE THE CREDITS AND I HAD A TRIP TO BOOK WITH MY KID THAT I NEEDED TO BOOK SO I WAS COMMITTING OUR FLIGHT TO FRONTIER TO USE THE CREDIT THAT I KNEW WAS AVAILABLE TO ME ONLY TO BE HUMILIATED AND DISAPPOINTED BY THEIR TEAM. PLEASE ASSIST WITH GETTING ME MY REFUND FROM THIS VERY UNPROFESSIONAL TEAM AS EVERY TIME I CALL THEY DISMISS ME. MY PHONE : 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