Consumer complaint received 2023-07-23
Company: BARCLAYS BANK DELAWARE
State: NY
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:
XXXX XXXX XXXX XXXX Disputes. 
XXXX XXXX XXXX XXXX, XXXX Florida Service Dates : XX/XX/2023 through XX/XX/2023 Case Number ( XXXX ) : XXXX Amount : {$4000.00} XXXX Amount : {$210.00} On XX/XX/2023, I file a dispute with Barclays regarding the above transaction. The merchant, XXXX XXXX XXXX XXXX XXXX XXXX XXXX failed to provide the services I was charged for. Barclays Dispute Department was sent a XXXX page document, including photos, supporting this dispute. The documents were sent on XX/XX/2023 via United States Postal Service, Priority Mail No. XXXX XXXX XXXX XXXX XXXX XXXX and delivered to Barclays on XX/XX/2023. 

On XX/XX/2023, Barclays issued a letter stating " Unfortunately, we were unable to obtain credit on your behalf because the services were rendered for the transaction and the merchant is due payment. '' Barclays position as stated to me is, since my wife and I stayed at the resort, services were rendered. 

Barclays findings that The services were rendered for the transaction and the merchant is due payment is flawed. The services of a hotel or resort are not rendered solely based on an individuals stay. Barclays decision not to properly investigate my dispute violates federal laws which protects a consumer who receives " bad services ''. Federal laws also affords a consumer the right to dispute charges for transactions that they were " dissatisfied with. '' The Fair Credit Billing Act protects the rights of a consumer to dispute " bad service '' IF THE CONSUMER DIDN'T RECEIVE THE SERVICE THEY PAID FOR, OR IF THE SERVICE PROVIDER DIDN'T MEET THE CONSUMERS EXPECTATION. 
The Federal Trade Commission ( FTC ) also provides a consumer rights and protections with regards to disputing a charge for bad service. 

As a consumer, I have a reasonable expectation that a merchant, in this case, the XXXX XXXX XXXX XXXX would provide the services I was paying for, a clean, sanitary, well maintained, functional, and safe villa. XXXX XXXX XXXX XXXX failed to do so, thus invalidating any claim that services were provided and payment was due. 

Barclays failed to take into account the merits of the dispute as documented in the XXXX letter sent to their office on XX/XX/2023. That letter clearly shows the substandard and unsanitary conditions which existed at the XXXX XXXX XXXX XXXX. The written and photographic evidence provided to Barclays not only substantiate the merits of the dispute, it justifies a chargeback. 

I believe Barclays Bank violated federal laws and regulations regarding the processing of this dispute when it failed contact the merchant, present my complaint to the merchant, request a written response from the merchant, or request a chargeback from the merchant. 

Barclays Disputes Department later claimed I selected the wrong type of dispute from their limited list of options. A subsequent letter was send to Barclays on XX/XX/2023 via United States Postal Service, Priority Mail No. XXXX XXXX XXXX XXXX XXXX XXXX and delivered to Barclays on XX/XX/2023, demanding Barclays reopen this dispute a adjudicate it properly in accordance with the laws and regulations regarding the handling of a consumer credit dispute. Barclays refused to reopen the claim and properly investigate it in violation of federal laws and regulations regarding the handling of credit card disputes. 

A Barclays dispute manager told me during a phone conversation, Barclays does not have to comply with federal laws or regulations. They only need to abide by Barclays policies. I have asked Barclays bank for a written denial letter, XXXX refused my request.

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