Consumer complaint received 2020-02-20
Company: BARCLAYS BANK DELAWARE
State: NV
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/2019 I contacted XXXX from XXXX XXXX to secure a bus for my cruise group. I informed him it would be between 35-55 people would give him final number as date gets closer. We had conversations on and off XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. He asked for my credit card only to hold the date nothing would be charged. I signed no agreement, no contract. I gave him no verbal or written authorization to charge my card. 
I was assured that we were getting a big enough bus to hold all of my group including luggage as we were leaving to go on XXXX XXXX. I was assured it would be taken care of. We were promised a bus that was to arrive at the XXXX XXXX in XXXX by XXXX XXXX  on XX/XX/2019 in order for us to make our XXXX check in. I asked for a one way ride for my group as to everyone was not leaving XXXX after the cruise. Everyone was finding their own way back to either hotels or airport. I was quoted XXXXpp plus whatever tip they wished to provide the driver. My husband and I were complimentary. 
On the morning of XX/XX/2019 I called company and told them I should have 46 people and that we would be in the lobby at XXXX to wait for arrival of bus. We were told it was all good to go. At XXXX 3 ten passenger vans pulled in. I started questioning one of the drivers and he started yelling and getting very beligerent. I asked to speak to the manager and was told that he would call me and to not worry about it. At this time I started to get upset because I was in charge of 46 people and their way to the boat. It all went down hill from there. The vans were not big enough for my group and their luggage. The driver was talking to the office and kept telling them that these three vans  were not enough that they have to send more vans. About XXXX two small XXXX SUV 's pulled in and said they were going to transport some people and their luggage. Still not enough room. I did not order this and this was not what was promised. SOme of the group started ordering their own XXXX 's in order to make it in time for check in. The vans and the XXXX SUV 's left the hotel saying they were sending another van for the people that were left at the hotel. I kept calling the office and was told 10 more minutes. Finally at XXXX my husband who was left behind called for 2 more XXXX to pick up remaining passengers. 

XXXX people to start 3 took their own XXXX 2 were complimentary 8 paid for their own XXXX to the port for a cost of XXXX 1 XXXX  with no car seat so we were responsible for 32 people XXXX XXXX XXXX XXXX receipts XXXX Gave driver {$300.00} cash My problem is now XXXX XXXX unlawfully cahrged my Mastercard {$1100.00} and {$130.00} I have been arguing with XXXX since the day it happened. We were going to close card the same day but when I called in to tell them they said use it on your vacation and call when you get back. Well we did that and by the time we got back all these charges were on our card. We called in to dispute it and was told to write letter and send in documentation. We did that and it was denied. We called every week and kept getting the run around, asked for a manager and their never was one available, They denied claim again and was told teo resend in letter to open it, we did that two more times and it keeps getting denied. On XX/XX/XXXX finally was able to get to Supervisor XXXX after 90 minutes on the phone. She informed us that the Merchant used XXXX to get the charge approved and we should call XXXX. We called XXXX and nothing is showing up. We sent in letters from people in the group telling their side of the story. We all saw the same thing. XXXX will not help they said the Merchant does not want to give money back. How can they get paid for a service that they did not provide. We have been with this credit card company for a long time and never had a late payment or issue. Can you please help us get our money back. I am attaching some documents for you to see,.

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