Consumer complaint received 2021-04-16
Company: BARCLAYS BANK DELAWARE
State: MD
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:
I booked a group vacation with XXXX XXXX  XXXX XXXX XXXX XXXX on XX/XX/XXXX and I was scheduled to travel to XXXX XXXX with them on XX/XX/XXXX ( all dates are in XXXX format to match with the emails & receipts ). 

I made two payments using my Barclays Bank Delaware credit card ending XXXX XXXX now ending XXXX after new credit card number issued XXXX : XXXX XXXX XXXX USD *Attachments XXXX : Please see the attached XXXX XXXX  receipts of payment with the confirmed date of trip XXXX XXXX postponed my trip via email on XX/XX/XXXX due to Covid travel restrictions. 

*Attachment 2 : Please see the attached email postponing my trip due to Covid-19 You can clearly see from that email that XXXX XXXX  transfered my trip to XXXX XX/XX/XXXX XXXX XXXX went into administration and became bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. 

*Attachments 3 : Please see the attached email sent to me by the insolvency practitioners, XXXX XXXX XX/XX/XXXX, informing me of the administration. 

Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. 

I attempted to open up a chargeback dispute on XX/XX/XXXX using the XXXX chargeback code : XXXX for credit - Merchandise services not received. 

XXXX XXXX  merchant acquirer XXXX challenged my dispute with Barclays on the basis that I may have been told that I was protected by XXXX XXXX financial failure insurance on their XXXX & XXXX which is incorrect. 

*Attachment 4 : Please see the attached XXXX XXXX XXXX  that are relevant to my booking which clearly show that insurance was in place for XXXX customers only. 

I am told that the financial failure insurance was always in place for XXXX XXXX customers but from XX/XX/XXXX XXXX XXXX  were able to insure every customer globally and they changed the XXXX XXXX XXXX XXXX reflect this on XX/XX/XXXX. As I booked before this time, I am not insured or protected by any other method. 

I am told that Barclays Bank Delaware was shown incorrect evidence by XXXX which includes a screenshot of the XXXX XXXX XXXX XXXX XXXX after XX/XX/XXXX XXXX and its from the XXXX website - not the USA website which I booked from. 

When the challenge was flagged to my bank, they should have given me an opportunity to show them evidence that clearly shows that I am not insured. I would have been able to submit the XXXX XXXX XXXX relevant to my booking which clearly shows that the financial failure insurance was for XXXX customers only. I would have also submitted a flowchart provided the insolvency practitioners, XXXX which was sent to all XXXX XXXX customers. XXXX informed me that this flowchart was agreed and approved by XXXX themselves. Please see the red box in the bottom-left corner clearly showing that the insurance is for XXXX customers only. 

*Attachment 5 : Please see the flowchart provided by XXXX XXXX XXXX : please see an email sent to me from the insolvency practitioners XXXX confirming that I am not insured I have also emailed the financial failure insurance company, XXXX  to get a rejection letter from them but I am informed that a reply will take up to 90 days for a response so if necessary my bank will need to keep the dispute open whilst I wait for the inevitable rejection response. 

I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed Civil Aviation Authority are advising me to do the same via this letter XXXX : XXXX For your reference : The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. In my case this date should be my new trip date of XXXX XX/XX/XXXX. Alternatively, they may use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ). 

XXXX state that on chargebacks there is normally a 120 day limit, but this can be extended to 540 days if the services were to be provided at a future date. So, for example, a holiday. 

I would like Barclays to refund me, in accordance with the Fair Credit Billing Act.

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