Consumer complaint received 2020-11-18
Company: BARCLAYS BANK DELAWARE
State: WV
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:
Greetings, I bought a plane ticket through the travel agency, XXXX XXXX from XXXX XXXX using my XXXX XXXX XXXX XXXX XXXX Master Card credit card account ending in # XXXX with a post date of XXXX XX/XX/2020 in the amount of {$330.00}. On XXXX XX/XX/2020 I received an email from the travel agency stating : " '' Dear XXXX XXXX XXXX Thank you for choosing XXXX for your travel reservations. Your reservation with booking # XXXX made on Saturday, XX/XX/2020 has been cancelled on XX/XX/2020. 
Any authorizations made to your credit or bank card will be released within 7 14 business days. 
Please visit our web site at XXXX  or call our Customer Service Department using our toll free number XXXX for all your future travel needs. 
Thank you, XXXX Billing Department '' '' I never received any release and the charge stayed on my account. 

I then disputed the charge with Barclays credit card and they stated : " '' Merchant supplied itemized copy of documents that this charge is valid. Merchant supplied documents such as the transaction details. Service was provided. '' '' In fact, the service was NOT provided as proven by the above email from the travel agency. This is a false claim by the XXXX XXXX. 

Now the Barclays is telling me that they can not assist me with a credit because I did not provide them with a print out of the email within 10 days. So they accept the XXXX XXXX false statement and they reject mine. They sent a written request for information to home. I was not home at that time. Once I did arrive at my home, I called them and discussed the fact that I had no printer, and the public library was closed due to the virus. I had no way of sending them this email since they did not receive emails but only mail by post. 

XXXX XXXX continues to tell me that they are contacting and re-contacting XXXX XXXX to get the refund but XXXX XXXX is telling them they can not issue a refund because I have disputed the charge with Barclays Bank. I have provided copies of the documents from Barclays Bank showing the dispute is closed and no refund was issued. 

THIS IS THE MOST IMPORTANT INFORMATION ( an email from XXXX  ) ===================================== From : Collections XXXX  XXXX Sent : Friday, XX/XX/2020 XXXX XXXX  To : XXXX XXXX Subject : " Reply urgently '' Charge-back Received On The Booking Ref : XXXX Kind Attention : XXXX XXXX  XXXX, XXXX Booking Ref : XXXX Travel Cities : XXXX, XXXX XXXX XXXX XXXX XXXX to XXXX, XXXX XXXX XXXX XXXX Travel Date/s : Sun XXXX Traveler/s : XXXX XXXX Total Booking Amount : {$330.00} Charge Back Amount : {$330.00} Dear Mr.XXXX, This is with reference to the above reservation you made through XXXX on XX/XX/2020 XXXX XXXX. 

We received a communication from the Airline informing us that you had disputed the charge of {$330.00} paid towards purchase of the above tickets. As a result your bank reversed the transaction and the Money was taken back from the airlines account. Please be advised that, as you have file a charge back, Airline does not allow us to process refund as that could lead to double credit. So, we have informed Airline that you are looking for full refund. Airline might have accepted the charge back so that you could get the permanent credit of the disputed amount of $ XXXXPlease check with your card company XXXX whether you have received permanent credit of the mentioned amount ). 

For any queries, please respond to this email. We are temporarily unable to take calls during this time and apologize for the inconvenience. We are available from Monday through Friday between XXXX XXXX  and XXXX XXXX  EST IMPORTANT CONTACT INFORMATION : Please note that our customer care centers are temporarily closed to protect our employees from the COVID-19 pandemic. Because of this, our phone lines are disconnected. However, you can still reach us by replying this email. Well be happy to help you with all your questions about chargeback, or any related issue you might have experienced due to the COVID 19 pandemic. 
Regards, XXXX XXXX / Charge Back Department XXXX XXXX, XXXX XXXX, XXXX. XXXX XXXX XXXX, NY XXXX Ph : XXXX Ext : XXXX Fax : XXXX ====================================================== Every month Barclays Bank adds interest charges and late fees and my credit score goes down down down. 

Please Help! 

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