Consumer complaint received 2020-11-30
Company: BARCLAYS BANK DELAWARE
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with customer service

Complaint:
On XX/XX/2019, I booked a three night hotel stay at the XXXX XXXX  in XXXX using my Barclay 's XXXX XXXX Card. The three nights was a part of a much larger trip including a XXXX  XXXX from XXXX to XXXX on XXXX XXXX line, airfare to XXXX and home from XXXX and several day trips. Our check in date for the XXXX XXXX was XX/XX/XXXX for three nights.The cost was roughly {$850.00} euros pain in full and a non-refundable rate. 
In XXXX the cruise was cancelled due to Covid-19. I contacted the hotel and they stated that due to the " non-refundable rate '' I'd have to " wait and see '' regarding a refund. The airlines cancelled, Americans were barred from traveling to XXXX. And in XXXX, XXXX became a hotspot for the virus. During our paid dates, the hotel was closed. I attempted to call several times and got no answers. I was never contacted by XXXX XXXX regarding the closure, but it was posted online that the hotel was closed on their website. 
When I eventually reached someone for the chain, I was told that I would not be refunded for my closed hotel reservation. I was, instead, offered a voucher that would be good for one year. 
I waited for a while, hoping that the situation would change. But, sadly, it hasn't. As of today, US visitors are still not allowed in the XXXX and with surging cases, this is not expected to change any time soon. 
I contacted the Barclay Card and requested a charge back due to paying for something that was not provided. This was the first of many issues I had with Barclay 's and they weren't able to even offer a dispute over the phone. I was told I had to mail or fax a letter with the information regarding the charge back. 
I did so and eventually I was given a " provisional credit ''. While waiting for further response, I let the money remain on the credit card. I have yet to hear back from Barclays. But a week ago, I noted that my money had been returned to the merchant with no communication to myself. I called and was transferred to the department that handles disputes and spoke with someone who gave me three reasons why my dispute was decided against me. 
# 1- the rate was non-refundable. The hotel was CLOSED. While I understand the definition of non-refundable, this should not be a reason to keep my money when even if I lived in the XXXX I could not have used my accommodations. The hotel was not open on XX/XX/XXXX-XX/XX/XXXX. 
# 2- I was given a voucher. As stated the voucher is good for one year and the XXXX is currently still closed to American Tourists. This voucher is worthless to me. 
# 3- I " waited '' to dispute the charge. When I booked the hotel, there was no Covid-19. There was no guidelines on how this would play out and I was hoping that Covid would " go away '' I waited because I had no choice, but to wait and see what would happen during a pandemic. And when I knew that I absolutely couldn't go, the hotel was closed and it was impossible to reach anyone in the company. 
Apparently none of this is any concern to the people at Barclays. They have taken my money and I am unable to speak to anyone above the customer service representative who answers the telephone. When demanding to speak to a supervisor, I was told a call back would be requested for me and I would get a call within 15 days. I have called several other customer numbers and have only been allowed to speak to the first line representatives who all say the same thing, " they understand my frustration, but, the dispute line is not taking calls ''. 
I am filing this complaint because I believe my money was basically stolen from me by both the hotel and my credit card company. I was offered no consumer protection, and I am unable to speak with anyone who could even attempt some sort of resolution. 
I will add that I was traveling with my husband and our best friends on this trip. Fortunately for our friends, they booked this hotel using a XXXX XXXX  card and the dispute was resolved in favor of my friends and they have been refunded because the hotel was closed. 
Thank you.

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