Consumer complaint received 2020-10-07
Company: BARCLAYS BANK DELAWARE
State: FL
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:
Description of the charge sent to the credit card bank : I book a guide tour on XX/XX/2020 for my trip that will be on XX/XX/2020. Why I book a guide tour 6 months before my trip? Because XXXX XXXX offered me one Early Booking price with free cancelation 100 % refundable if I canceled 30 days before my trip. Thats what the publicity said in  XXXX and also when they send to me an Online secure payment link to make a payment It was clear in their link that was 100 % refundable if I cancel 30 days before the scheduled trip. This supposed to be my # 4th trip to XXXX so I would never book something that early in time if I wasnt sure they have a refundable policy free of charge. What I didnt know is that this people were experts in scam thats why when I printed my confirmation papers nowhere was on writing the cancelation policy but in the link for payment it was a big announce that make me comfortable to make a payment with their 100 % cancelation. As you can see in my confirmation papers nowhere appear anything about cancelation policy and now I know why they did not include the policy because now I do not have anything printed and they just changed their link. I think many people like me with the pandemic canceled their trip not because they  wanted but because the pandemic and now they just change their policy in their website saying it is not refundable but in XXXX it was. I did not take a picture or something else as a proof because I never thought they will do this scam. I should be granted the refund because my purchase was refundable at that time I booked, otherwise I would never paid for a guide tour 6 months before if I can get a guide tour one or two days in advance or even the same day. they could change their policy now so they can steal from their customers or have made two policies one for new customers and one to show to banks or people  who is requesting the refund. I booked with them because I was assured that if anything changes in my plans it would be easy to cancel Thats why I decided to book this guide tour. 
As a proof of what I am saying is truth I am sending copy of the emails I exchange with the agency when I contacted them to request the refund. To be easy for you to understand the sequence I Put a number 1 thought 10 so you can see the sequence of our email communication. As you can see on email # 5 on XX/XX/XXXX I am taking about the cancellation policy before I knew it was a cancelation 100 % refundable in my favor when I booked with them on XXXX. When they answer my emails they never told me it was not refundable because they knew it was not true. Evre tour company only gave the non-refundable excuse to the credit card company to have a justification for robbing me but what they said is not true and my bank should try to protect its customers from these unscrupulous XXXX scam companies. 
Thank you

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