Consumer complaint received 2018-09-01
Company: BARCLAYS BANK DELAWARE
State: TX
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:
XX/XX/XXXX I wanted to book 2 rooms for XX/XX/XXXX at the XXXX XXXX XXXX XXXX thru XXXX XXXX  website. Completed one request and when I did not receive a confirmation page showing it was booked. I did not want to go forth with the second room because I couldnt be sure if the first one went through. 
XX/XX/XXXX, still no confirmation, I called the hotel, they stated because I made the reservation through a third party, they would not have been the ones to send the confirmation, but they did not have a reservation for me and if there was no hold placed on my credit card, ( there was not ) the room was not booked. 
XX/XX/XXXX I then made 2 reservations and received two confirmations ( XXXX & XXXX ) along with two trip Numbers ( XXXX & XXXX ) With a note staying if I was calling the hotel use the confirmation number, if I was calling customer service to use the trip number. 

On XXXX my travel plans changes and I cancelled both trip numbers using ( XXXX & XXXX ). To cancel they asked for trip number. I received two cancellation emails. 
On XX/XX/XXXX since my travel plans had changed, I arrived in XXXX XXXX and woke up to several text messages from my credit card company, because XXXX XXXX XXXX XXXX had charged my account {$150.00} on the same night, I had a hotel charge in XXXX XXXX, so they are assuming Fraud. 
This is when I realized a few things 1. The original reservation was placed ( even though I would have no way of knowing this based on information above ) 2. When you make a reservation with XXXX XXXX XXXX, you are really booking through XXXX 3. XXXX XXXX, stated on XX/XX/XXXX, they never received the cancellation for the two ( that I did cancel ), I would have to call XXXX ( they didnt know it was XXXX either ) to have them fax the cancellations, because they have to charge for no show fee. They also proceeded to tell me, that its up to the Third Party to provide a confirmation, and they could not tell me why someone at XXXX XXXX, did not see the reservation when I called on XX/XX/XXXX. 
XX/XX/XXXX the women I spoke to ( XXXX ) confirmed she did in fact have two cancellations that she could fax over to the hotel, while I held on the line. Then we discussed the reservation for which I never received a confirmation. She asked me to hold and she would provide this information to a manager. She returned to the call and stated she was sorry that happened and she would provide a credit. I was then placed on hold again for about 5 minutes. When she returned she said she could not credit me, because XXXX did not actually charge me, XXXX XXXX is the merchant that charged me. I would have to dispute the charge with my credit card company. 

I did just that, I called to dispute the charges and provide the full story to the associate. ( I should have followed my first mind and wrote a letter, but didn't ). I advised that XXXX said they were going to send two cancellation faxes to XXXX XXXX, but I was concerned about the other charge that I had no confirmation number in order to cancel, and this was not my error. Here is what Barclays did : 1. On XX/XX/XXXX Sent 3 letters one for each claim, advising they were investigating. 
2. On XX/XX/XXXX Sent 3 letters each stating XXXX XXXX issued a credit for XXXX, XXXX and XXXX. The letter also indicated we consider this dispute resolved in your favor. 
Move to XX/XX/XXXX. XXXX I receive a call from Barclay with the following information : 1. XXXX XXXX has provided a response that they are not responsible for sending out confirmations and since the room was never cancelled they will not take the responsibility for the no show fee. 
2. Barclay has no other choice but to charge the fee back to me 3. I can dispute this charge with the Third Party ( who never actually billed me ) 4. They are unable to dispute the charge with XXXX or XXXX, because they are not the merchant 5. They will be sending me a copy of the note from XXXX XXXX to use if I want to re-dispute this claim. 
6. They are sorry they sent me a letter back on XX/XX/XXXX saying it was already taken care of, but they will be billing the charge back to my account within 24 hours. 

At this point I am angry, because, Im driving and cant really concentrate on whats happening, I  asked for the Executive Office number, because, Yes, I plan to re-dispute this claim. However, when I get home, I realize that Barclay also has some culpability in this whole mess as well.

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