Consumer complaint received 2020-07-15
Company: BARCLAYS BANK DELAWARE
State: NV
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 I purchased two round-trip flights to and from XXXX from XXXX using my Barclays credit card. 1 flight was charged under XXXX   XXXX and the other charged under XXXX XXXX. 

XXXX cancelled all international flights starting on XX/XX/XXXX ( XXXX XXXX  XXXX ). XXXX cancelled my flights as they were both international traveling to and from XXXX via XXXX XXXX, NV where I reside. My departing flight from XXXX XXXX was originally scheduled to be on XX/XX/XXXX and my returning flight to XXXX XXXX from XXXX was originally scheduled to be on XX/XX/XXXX. 

When I logged in to view my flight status the day of my departing flight on XX/XX/XXXX, my departing flight number XXXX was shown as missing ( see attached document " XXXXFlightDoesn'tExist '' ). Please see the attached document " XXXX '' that shows my flight numbers. I also attached the document " XXXX '' that says they cancelled international flights starting on XX/XX/XXXX. This was viewed on their website the day of XX/XX/XXXX. 

XXXX cancelled my flights. XXXX did not give me a voucher or any form of compensation. Regardless, I did not wish to reschedule or otherwise make new plans for traveling. XXXX 's customer service phone lines were disconnected when I tried to reach them. I sent two emails to XXXX 's customer service requesting a refund for my flights that they cancelled. They never responded. 

I then disputed the two charges for my flights with Barclays. While Barclays credited me for 1 of the 2 flights, Barclays sided with XXXX for the second flight and did not give me my money back for the second flight. The disputed charge ( XXXX   XXXX ) for {$300.00} was reposted to my account. This is not right because the merchant, XXXX, cancelled the service I paid for and thus I did not receive the service. According to VISA guidelines regarding disputes, " Merchants are ultimately responsible for issuing a refund to the cardholder when the merchant has cancelled the service. " ( XXXX XXXX XXXX  ) The U.S. Department of Transportation also states " A passenger is entitled to a refund if the airline cancelled a flight, regardless of the reason, and the passenger chooses not to travel. '' ( XXXX XXXX XXXX ) I want to reiterate that the merchant, XXXX, cancelled my flights. I did not voluntarily cancel my flights. I filed a reassertion for the disputed charge that was not credited back to me in XX/XX/XXXX via email ( see attached " Reassertion on Disputed Charge '' ) and by postal mail. On XX/XX/XXXX, XXXX indicated they are still on the side of XXXX and refused to credit me the {$300.00} charge. 

It is unfair that I paid {$300.00} for a flight that was not provided and Barclays seems to think this is appropriate by siding with the merchant despite DOT and VISA guidelines indicating I am entitled to a refund if the merchant cancels and does not provide the service.

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