Consumer complaint received 2020-11-03
Company: BARCLAYS BANK DELAWARE
State: NC
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:
First off I a not disputing the fact that I made the charge because I did. My issue is that when I asked XXXX XXXX XXXX where my credit was, they're making out like they sent the credit through Barclay 's and that Barclay 's isn't issuing me a refund. I wrote Barclay 's and the only real address is for disputes and I let them know that I ' not disputing the transaction but they still processed my request like a dispute declining it saying that I am out of time for my dispute and put the {$440.00} back on my credit card. Me the consumer is the one suffering due to XXXX XXXX XXXX ripping me off and then to have Barclay 's not have my back and help me to get the credit that I am entitled to per their cancellation policy. Please help me get my {$440.00} back. 

Below is the actual email that I sent to the company and to Barclay 's credit card and the response I received : I would like some help from someone at your company. I work for XXXX XXXX and learned about your company via XXXX in the travel section. I promise that I will be reporting this to our HR/Benefits team so they remove your company from XXXX depending on how this turns out. I made the reservation XXXX via your website for a room in XXXX KY for XX/XX/XXXX, for the XXXX XXXX XXXX. Unfortunately, COVID 19 canceled the show so I in turn canceled the reservations I had for the hotel, airline tickets, rental car and zoo tickets shortly after I received the notice on XX/XX/2020. I received a refund from all of the companies except yours. So on XX/XX/2020, I disputed the charge and they removed the {$440.00} from my charge card as you can see by their credit on XXXX ; however, as you can see in my list of un-statemented transactions, Barclays re-billed my account for the XXXX charge of $ XXXX.I have included copies of my reservation, credit card charges/credits, an email proving the cancellation of the XXXX XXXX XXXX and an email from XXXX for a refund confirmation. As all the information shows, XXXX XXXX did not issue a refund to my credit card or it would have posted like all of the other reservations I booked for our trip. I have copied the Attorney General of XXXX, IL and the Mayor of XXXX as a way of filing a complaint about your company not refunding the {$440.00} that you owe me per your cancellation policy that is a full refund if canceled prior to XX/XX/2020. I can not afford to lose {$440.00} due to we've already been affected by the virus and my husband losing numerous properties that we provide lawn services for. Please refund my {$440.00} to my account ending in XXXX, you have the full account number but if you need it again, please contact me. 

XXXX XXXX XXXX XX/XX/2020, XXXX XXXX ( 12 days ago ) to XXXX Dear XXXX XXXX XXXX please see the email below that I received in response to my email last night. Thank you so much for your help in getting this resolved and my refund given to me. I am feeling a little less desperate now that I know someone is listening to me and wants to help. 
Sincerely, XXXX XXXX Long time card holder and Loyal to the end Email received from XXXX XXXX XXXX -- -- -- -- -- Forwarded message -- -- -- -- - From : Member Services XXXX XXXX Date : Wed, XX/XX/2020, XXXX XXXX Subject : Reservation Refund # XXXX To : XXXX XXXX XXXX Cc : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX Hello Ms. XXXX, We have confirmed that we issued your refund on XX/XX/XXXX the PNREF number is XXXX. We are not sure why your credit card issuer is refusing to credit your account as this is refundable reservation that was canceled prior to the cancellation deadline. Did your credit card issuer advise as to why they have reversed the refund? 

Please contact your credit card issuer to identify if they need written authorization from our Accounting Department confirming the authorized refund in the amount of {$440.00}. If so, please let us know and our Accounting Department will forward a refund authorization letter to you. 

Best Regards, XXXX XXXX XXXX, XXXX. 
XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Illinois XXXX Text : XXXX Email : 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 monetary relief