Consumer complaint received 2022-04-02
Company: BARCLAYS BANK DELAWARE
State: NJ
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:
When getting a Jet Blue credit card I was lead to believe that any purchases made on this card would be protected from sellers not fulfilling their side of the transaction, such as not sending the product that was paid for. This seemed like an appealing promise as shopping on the internet can be scary and it is nice to feel that your credit card company will protect you. In this case, not only did I buy from a company that had a good reputation, but I bought from a company that I had purchased from many times before. I am not a reckless internet shopper. 

As background, the issue revolved around a purchase on the JetBlue Barclays Mastercard in XX/XX/2021 for {$380.00}. I purchased a bird  ( a XXXX XXXX XXXX  ) from a vendor ( XXXX XXXXXXXX XXXX ). The typical order fulfillment timing for a bird is usually 3-6 months. This means that the bird will not be delivered to your house before 3 to 6 months after having been paid for. So you can not determine if the XXXX XXXX has failed to fulfill your order before 3 to 6 months AFTER paying for the bird. Additionally, since it was during the covid pandemic, the XXXX XXXX subsequently informed me, after I had paid for the bird, that there would be further delays in fulfillment. In December, I was informed by the XXXX XXXX XXXX that the company had closed and I would have to work with my credit card company to get my money back since the bird was never delivered. 

I was not concerned as I knew that I had purchase protection with JetBlue Plus Mastercard so I felt confident that Barclays company would see that this as a fair and reasonable refund request. I have not made these types of claims previously and would be what you would consider to be an excellent customer with an excellent credit rating. Plus, I contacted Barclays Jet Blue customer service within 60 days of learning from the XXXX XXXX XXXX  that the XXXX XXXX was closed I was shocked to learn that the claims were denied because the policy would have required that I submit my claim within 60 day of the billing statement date. Clearly that would have been impossible for me to do given the nature of this transaction. Even more so given the pandemic supply chain conditions. We called JetBlue Barclays Mastercard customer service line and also sent a follow up letter to further explain the situation. This was to no avail, the people responding are clearly not listening or empowered to address what feels like a clear example of a company not providing us with the services we paid for. 

Its precisely situations like this that I use a credit card to make my purchase to protect me from unforeseen and unfortunate circumstances where I am not receiving products or services promised. So to be told that a policy that clearly doesnt make sense is the reason I was not to be reimbursed feels unfair. I also believe that the bank has much more leverage to claim the money back from this vendor. 

Despite my best efforts to explain the situation, Im getting what I feel is a standard and inappropriate policy response thrown back at me. I believe the treatment is inconsistent with the high quality of customer service and fairness which I have come to expect from JetBlue.

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