Consumer complaint received 2019-10-16
Company: BARCLAYS BANK DELAWARE
State: CA
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 my employee XXXX XXXX Charged Airline Ticket with XXXX in the amount of {$2700.00} on company 's ( issued in his name ) XXXX XXXX, XXXX XXXX XXXX  XXXX XXXX issued by Barclays Bank Delaware. 

He completed first leg of journey on XX/XX/XXXX while still had return portion due to travel on XX/XX/XXXX. 

Mr. XXXX received a call from XXXX XXXX XXXX notifying him of suspicious activity on his card, upon which he verified that XXXX and two other XXXX transactions were valid and remaining were not. 

upon receipt of new statement MrXXXX XXXX called and advised the bank that he was issued credit for XXXX even though he confirmed to the agent that the charge was valid. The agent informed Mr. XXXX that it was an error in Bank part which has already be corrected and XXXX was not debited therefore he did not need to worry about anything. 

When Mr. XXXX called XXXX for seat allocation and reconfirmation prior to his travel he was told by XXXX that his ticket is frozen for nonpayment as credit card company did not pay the airline. 

When Mr. XXXX called the Bank again, he was told the bank will take care of it. He received a letter in the mail stating that regarding claim and a credit has been issued to the card, then the credit was reversed on the card and card was charged again. 

Mr. XXXX spoke with several agents at the bank and they insist that XXXX has been paid. Mr. XXXX spoke with several XXXX agents on the phone and in person at XXXX airport location and they all advised him that airline has not been paid therefore his return portion is still frozen. 

Mr. XXXX forwarded the matter to me and I spoke with XXXX at Claims/Disputes and he promised to investigate the matter and would get back to me, which he never did. I called again and I explained to him the situation and insisted that He must stay on the line with me when i call XXXX since he was not willing to call XXXX to resolve the issue. XXXX stayed with me while I spoke with XXXX agent on the recorded line and XXXX agent informed us that XXXX has been paid therefore the ticket is frozen. XXXX advised me that he will work on the resolution and get back to me but it has been over 2 months and we have not heard from XXXX or any one from the bank in writing or via phone. 

In short currently we have paid for the entire ticket, used only one way. XXXX Claims non receipt of payment, Bank claims they have paid. Bank caused the entire mess by disallowing payment in the first place and issuing letter to XXXX regardless of what actually happened therefore Bank is responsible to clean the mess up. 

Furthermore, there is high probability airline may not allow Mr. XXXX on its flight unless the matter is cleared. 

It is bad customer service and poor handling.

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