Consumer complaint received 2021-04-04
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:
I booked a group vacation with XXXX XXXX XXXX XXXX on XX/XX/XXXX. I was scheduled to travel to XXXX XXXX on XX/XX/XXXX. 



I made the following payment using my Barclays Bank Delaware credit card, ending XXXX XX/XX/XXXX {$300.00} XXXX XXXX XXXX postponed my XXXX XXXX XXXX via an email on XX/XX/XXXX due to XXXX travel restrictions. They gave me a new trip date of XX/XX/XXXX. 



*Please see attached email postponing my trip and moving me to a XXXX date in XXXX *Please see the attached XXXX XXXX receipt of payment with the confirmed dates of trip XXXX XXXX went bankrupt on XX/XX/XXXX. It was at this stage I became aware that I would not receive the services that I paid for. 



*Please see the attached email sent to me by the insolvency practitioners, XXXX XXXX XX/XX/XXXX, informing me of the administration. 



Under the Fair Credit Billing Act it is my right to claim a refund when the service I paid for is not received due to a company 's bankruptcy. 



I attempted to open up a chargeback dispute with my XXXX credit card, using the goods or services not provided code - XXXX for XXXX XXXX has refused to open my claim on the basis that it was past the time to do a normal dispute My bank is wrong. 



The time limit for making a claim should start from the date you were expecting to receive the service/trip not from the purchase date, given you are buying something to be delivered in the future. 



In my case this date should be my new trip date of XX/XX/XXXX. Alternatively, they may use the date I found out that I would not receive the trip ( XXXX XX/XX/XXXX ). 



XXXX claims that on chargebacks there is normally a XXXX  day limit, but this can be extended to XXXX  days if the services were to be provided at a future date. So, for example, a vacation. I first tried to dispute the charge on XX/XX/XXXX via letter as XXXX said the only way was to mail information. 
I called XXXX on XX/XX/XXXX for a XXXX time and they said the original letter that I sent months ago can not be found. XXXX does not know what happened only that it must have been lost. So I am resending this information for a dispute of a charge last year. 
XXXX XXXX XXXX Department XXXX. XXXX XXXX XXXX Delaware XXXX I finally got a letter back from XXXX XXXX saying the dispute was too old. I sent a third letter on XX/XX/XXXX XXXX I am sending this back to you for the XXXX  TIME. 

As I stated in my documentation prior, the company is more than willing to give this back to their customers. They have codes as you can see in this letter for XXXX, where they are based. They have instructed us as Americans to go through our financials institutes to take care of it. You are supposed to cover me. 

I want a refund for my membership and this card canceled if you are not willing to properly dispute this {$300.00} transaction that was charged so long ago because it was for a prepaid trip. 

I also stated in my previous letter to you, and there should be multiple documented calls, that I sent this dispute with no response months before. I was FINALLY told by XXXX after calling multiple times that it must have been lost, sorry please send it all again. 

I am attaching a direct letter from the company, they are requesting us to get these disputed and get our refunds. And no where in this letter from XXXX do I see where it says you can appeal this matter as stated by the fair credit reporting act. 

XXXX XXXX again has ignored my letter and I they also charged me a membership fee when I requested in writing to close this account a refund my membership fee as well. 

I have been informed by the insolvency practitioners XXXX that all credit card paying customers should go to their banks for a refund. The XXXX Government backed XXXX XXXX XXXX are advising me to do the same via this letter XXXX : XXXX I have been informed by XXXX XXXX and the administrators for the company, XXXX, that I am not financially protected in any other way. 



*Please see the attached XXXX XXXX XXXX relevant to my booking *I have attached a copy of the flowchart sent to me by XXXX - please see the red box in the bottom right corner clearly showing that US customers XXXX not protected by financial failure insurance. 



I would like XXXX to open my dispute and refund me, in accordance with the XXXX XXXX XXXX XXXX.

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