Consumer complaint received 2023-08-02
Company: BARCLAYS BANK DELAWARE
State: CO
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:
On XX/XX/XXXX using my Priceline credit card I made a one-week reservation to stay at a XXXX XXXX XXXX hotel in XXXX, S.C. from Tuesday XX/XX/XXXX to Tuesday XX/XX/XXXX. We arrived at the XXXX XXXX XXXX hotel around XXXX on XX/XX/XXXX due to a long flight delay. However, there was a NO VACANCY sign at the front desk and the person that came to the window didn't even ask if I had a reservation, didn't even offer an apology, she just gestured with her hand pointing to the NO VACANCY sign. 

So, we had to leave the XXXX XXXX XXXX and find another hotel, fortunately for us we found a XXXX XXXX hotel that had vacancies, by now it was early morning Wednesday XX/XX/XXXX. So, after having been rejected by the XXXX XXXX XXXX, I decided to stay for the whole week at the XXXX XXXX. I called XXXX to let them know what had happened when we went to XXXX XXXX XXXX to check in and left a voice message, but they alleged they didn't receive it. 

Fast forward to present, I have tried in vain to resolve this matter with Barclay 's the bank that issued the Priceline credit card. They asked me to provide them with a letter from the merchant XXXX XXXX XXXX stating that they had cancelled my reservation, I called XXXX XXXX XXXX  and spoke with a manager who emailed me such letter and I forwarded it to Barclay as proof that the charges for the one-week stay are plain wrong. I also included a copy of the receipt XXXX XXXX gave me when I checked out on Tuesday XX/XX/XXXX as additional proof I'm being wrongly charged. 

Barclay 's replied that the documents I provided are weak that they needed a letter from XXXX XXXX XXXX stating that the reason for cancelling my reservation was due to no vacancies for the night of XX/XX/XXXX. I called XXXX XXXX XXXX again and spoke to a manager assistant who told me that she couldn't provide such a letter because she wasn't the manager on duty that night. By now I have spoken to several customer service people from Barclay 's who told me they were going to escalate my issue with their billing disputes department, but nothing has happened, I was finally able to speak with XXXX different account managers who even though were polite and respectful couldn't really help me. I have reminded them that I'm a long-time customer of Priceline and of Barclay 's . Having always paid all of my bills amounting to thousands of dollars in full, but they just don't care about that, they are just trying to make me responsible for a debt I didn't incur and for which I'm not responsible. it was XXXX XXXX XXXX who cancelled my reservation not me. For me this isn't about the money, it's about the principle, to do what is right, I have been doing the right thing by being a loyal customer and always paying the debts that I have incurred and are legitimate. These XXXX characters, Priceline and Barclay 's are not really interested in doing the right thing because they continue to harass me demanding payment from me and had sent a negative report to XXXX that is damaging my good name and credit. Last month my XXXX XXXX was considered excellent XXXX but now is only a fair XXXX. I hope that you can clearly see who is in the wrong in this dispute and help me restore my good reputation and credit. 
Sincerely, 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