Consumer complaint received 2020-09-15
Company: BARCLAYS BANK DELAWARE
State: TN
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:
Complaint Explanation 1- On XX/XX/2020, I had purchased an airline flight ticket using my Barclays Bank credit card for ( {$700.00} ), through the merchant ( XXXX ) ; my flight was scheduled on XX/XX/2020 on XXXX XXXX Operated by XXXX XXXX . ( Document No. 1 ) 2- Then, on XX/XX/XXXX, due to fears of an outbreak of the Corona epidemic specially in XXXX where the flight would transit, I had decided to cancel The flight thru the App. of XXXX XXXX and the flight was indeed canceled on that day. ( Document No. 2 ) 3- In the same day, an email issued by XXXX XXXX XXXX that they had received my request of cancelling the flight and that the cancelation is acknowledged. 
4- Then, since I couldnt reach www.mytrip.com over the phone as they never answer, I sent them an email and asked them to give or send me a flight-cancelation confirmation email. However, they replied to my email saying that our records shows that the flight is not cancelled and that they do not recognize the cancelation of the flight by the XXXX itself!!! 
XXXX So, I asked XXXX again via email to assure the cancelation of my fight, which processed by XXXX XXXX and obtaining a refund. But they had completely refused which is against their own flight-ticket-purchase terms and conditions. ( Document No. 3 ) 6- XXXX and I have been exchanging emails for over two months trying to get a proper refund of my purchased flight ticket, but unfortunately with no use or success. 
7- Therefore, I had to file a dispute/complain to my credit card issuing Bank Barclays Bank , on late XXXX, 2020. 
8- Barclays bank did not accept my dispute case for 3 times for no reason nor reasoning. Even though XXXX XXXX has twice confirmed to me, by mail, that they have refunded the flight ticket value back to the merchant in XX/XX/2020 Hereafter is a list of all the enclosed related/supporting documents : - A copy of the electronic ticket issued by ( XXXX XXXX ) with the same flight data ( Document 4 ) - An email issued by the XXXX XXXX, the flight operating XXXX, confirming that the price of my ticket had been refunded to the merchant on XX/XX/2020, at the end of the same month in which the flight was canceled. This means that the merchant had kept my money for itself for more than six months. However, the merchant has lied several times, at its emails, saying that they has not received the money so far from the XXXX and kept blaming the XXXX. ( Documents 5,6 ) - The cancellation policy for refund that have been agreed upon and contracted with the merchant. And which the merchant has violated the terms and conditions on his part. ( Document 7 ) - An email sent to me from the merchant confirming that they are going to refund me my money and that they will deduct all related fees, They also have confirmed the cancellation of the ticket. ( Document No 8 ) - An e-mail sent to me from the merchant on XX/XX/2020 confirming, for the second time, the cancellation of the ticket. And they had confirmed their request to the Airlines to refund the money. The merchant has also asked me not to try to contact them in any way until I receive another notice about my case. ( Document 9 ) - An e-mail sent to me from the merchant on the end of XX/XX/2020, since which they start lying to me whereas at this time they had already received the refund from the XXXX company. The merchant also kept blaming the XXXX company for the delay and kept promising me to return the money to me as soon as it is transferred to them from the XXXX. For the second time, they asked me not to try to contact them in any way until I receive another notice from them regarding my case ( Document 10 ) -  An e-mail sent to me from the merchant on the same previous date, XX/XX/2020, which contains lies as well. For the third time, they asked me not to try to contact them in any way until I receive another notice from them regarding my case ( Document 11 ) - An e-mail sent to me from on XX/XX/2020 in which they continued lying. For the fourth time, they asked me not to try to contact them in any way until I receive another notice from them. ( Document 12 ) - An e-mail sent to me from the merchant with more lies on XX/XX/2020, and again, they asked me not to try to contact them in any way until I receive another notice. ( Document 13 ) - An e-mail sent to me from the merchant on XX/XX/XXXX, For the sixth time, for some reason, they asked me not to try to contact them in any way until I receive another notice from them. ( Document 14 ) - When I tried to communicate with the merchant repeatedly, specially because I knew for sure that they had recovered the money from the XXXX company as the airline informed me of that. ( Document 5 ) - Afterwards, they answered me " reluctantly '' that they have considered this matter closed and the reason is that because I did not communicate with them for 60 days!!!!! ( Document 15 ) - As I had no other option but to file a credit dispute claim to my credit card issuing bank " XXXX '', the merchant told me that I would not be able to get my money as I dared to file a file a complaint against them to the bank. They threatened and blackmailed me mentioning that if I wish to recover my money, that bank complaint submitted against them must be waived first ( Document 16 ) - The strange thing about that matter is that my bank ( Barclays ) did not stand by nor supported me, unlawfully. The bank disavows its duty to protect the money of its customers. 
- The bank ( Barclays ) closed my dispute ( case ID : XXXX ) against the merchant three times without a genuine nor a reasonable reason since I started my dispute, despite my desperate attempts to prove my right and return the money. 
- If my bank " Barclays '' just once has tried to thoroughly read out the documents that I had sent to them, they would have been more able to get to the truth. 
- Attached is a copy of the bank 's response with the reasons for closing my case ( document 17, 18, 19 and 20 ). These reasons to close my cases are all incorrect and false.

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