Consumer complaint received 2020-04-05
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:
XX/XX/2020 Barclays Dispute Department XXXX XXXX XXXX XXXX DE XXXX Re : Responding with documentation to support dispute. Case ID CIS XXXX, Disputed transaction XX/XX/2020, XXXX $ ( Travel Agency/XXXX/XXXX ). 


I received a letter dt. XX/XX/2020 stating that Merchant has provided supporting documentation which I am disagreeing with. I am responding within 10 days as stated with my supporting documentation. Before we go there, XXXX was given more than 60 days to respond, whereas I as a consumer of Barclays, was given just 10 days to respond even when US is in National lockdown with all essential services closed. This needs investigation by US Banking regulations which I will report and pursue. 
Now, back to the documentation provided by XXXX. I am going to respond to each paragraph line by line from Page 2 onwards. Please reference to the page 2 of letter your bank sent.

1. XXXX argument that I accepted their terms and conditions is baseless.

a. I accepted the terms and conditions while purchasing the ticket on the grounds that I will be provided a ticket for which I am paying. XXXX  failed to provide such a ticket. I paid ( XXXX $ ) to XXXX XXXX to book me a non-stop flight. They booked the ticket with PNR # XXXX. ( XXXX XXXX XXXX ). This PNR ( XXXX ) when pulled in XXXX XXXX website displays a different itinerary. They sold a FAKE ticket. 


2. Merchant Argument that there was a schedule change by Airline. 
a. Where is the documentary evidence that there was a schedule change? Did Merchant provide any evidence to support that claim? This was the assumption made by XXXX XXXX  ( XXXX XXXX. XXXX XXXX Airline has confirmed that there was NO schedule change. AIRLINE departure information confirms there was NO Schedule change. 


3. Schedule change by Airline is beyond their control, as specified by their user agreement and I accepted that agreement.

a. No Documentary evidence was provided by XXXX which suggest that Schedule change resulted into a different itinerary. Airline has also refuted that claim. Can merchant provide the evidence which proves that I was originally booked to the correct non-stop flight and schedule change resulted into my itinerary changing into a stop-over flight? Please provide the evidence to prove schedule change. THERE CAN NOT BE ANY ASSUMPTIONS. NEED PROOF TO SUPPORT THIS CLAIM b. The copy of ticket as provided by XXXX  states that I was booked on XXXX   XXXX and as claimed there was a schedule change of that flight. This is incorrect. As a matter of fact, XXXX XXXX flight did depart on XX/XX/2020 and landed on XXXX  on XX/XX/2020. Since I was never booked on this flight, I was not able to fly. 
c. This clearly shows that there was no schedule change and fXXXX XXXX never booked me into the correct flight. They took money for a nonstop flight but on backend booked me to a stop-over flight.

4. We are following up with Airline for refund, as soon as we get it will be processed. 
a. Merchant reached out to me to investigate this as well and I cooperated with them and provided a copy of ticket ( PNR XXXX ) which they gave me and the copy of same PNR ( XXXX ) when pulled in Airline Website. Both tickets have same PNR but different itinerary. XXXX XXXX has denied to issue refund and rightfully so. It is the fake merchant who should be held liable for selling fake tickets. 
b. Merchant is misrepresenting that they are following up with Airline.  Airline on XX/XX/2020 has clearly denied that refund. ( Copy attached ) 5. XXXX XXXX as travel agency took the money to book a non-stop flight but because of their system glitch or whatever, booked me a stop over flight. There was no evidence provided to prove that there was a schedule change. Airline departure information has also confirmed that there was no schedule change.

6. I did agree for the charge and accepted terms and conditions agreement on the pre-text that merchant will book me the flight that they are displaying on the screen. I was not aware that they display a FAKE ticket and gives a FAKE itinerary. 


7. The PNR # merchant gave me was XXXX XXXX XXXX. 


8. When same PNR ( XXXX ) was pulled in XXXX XXXX website, it displays a different ticket. ( copy attached ). Please note the same PNR # ( XXXX ) but has a different route and itinerary. This has a stop over in XXXX. ( Copy attached ) 9. Merchant should be reported to the Consumer bureau since they are cheating consumers by selling fake tickets and dumping the responsibility on Airline on the basis that there was a schedule change. No evidence has been provided till date that proves a schedule change. XXXX XXXX flight did depart on XX/XX/2020, therefore there was no schedule change. Barclays supporting such businesses should be held liable as well. 


10. Merchant provided a copy of ticket as displayed on their portal but never provided the copy of itinerary as shown in the Airlines website. I have attached a copy of that itinerary ( XXXX XXXX PNR XXXX ) for your reference. Please note the same PNR but different itinerary. 


I would therefore request to issue the permanent credit to my account and charge back the merchant along with reporting this fraudulent business to FTC and XXXX. The whole argument that I accepted the terms and conditions is baseless. I accepted the terms and conditions and the terms was that merchant will provide me the ticket that I am paying money for. 


At the same time, the schedule change argument is also baseless. No documentary evidence was provided to prove that claim. This was just an assumption made by the merchant. 


Thank you! 
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