Consumer complaint received 2017-09-04
Company: BARCLAYS BANK DELAWARE
State: RI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
Let me start this out by saying this is a repeat complaint. Please see the below in " " for the original complaint which still holds true. 

" I made a purchase for plane tickets in XX/XX/XXXX. The trip needed to be changed due to XXXX activity, which is a covered reason under the terms and conditions of my credit card. Barclaycard referred me to XXXX XXXX XXXX. When speaking to XXXX XXXX they told me that prior to XX/XX/XXXX they did not handle claims against this card, so they referred me to XXXX XXXX XXXX XXXX XXXX. I submitted all necessary documents to XXXX who then denied the claim based on the reason that " XXXX Action is not covered ''. I called them and sent them screenshots from the Barclay Card website showing them that indeed XXXX Action is listed as a covered reason. The case was reopened, and after weeks of back and forth communication, XXXX sent me back to Barclaycard as they said i needed to put the claim through them. When speaking to Barclay again, i was told that another company needed to be involved but they couldint not get me in touch with them, I had to go back to XXXX. I have not contacted XXXX again but will be and will also be closing my account with Barclaycard. The runaround i am receiving is terrible business and deserves to be escalated to all levels. I have all of the necessary documentation detailing the above, including written correspondence with XXXX, screenshots from the Barclay website, all necessary receipts etc. I can provide if necessary. '' This past week my complaint was denied by Barclay card citing the policy saying that XXXX action was not a covered reason for trip insurance. They even attached the policy and left me a voicemail telling me to read over my benefits ... which i did before all of this started leading me to file a valid insurance claim. On page 26 of the cardholder benefits policy and on the benefits section on the cards website it says under covered reasons " XXXX Action ''. Please see the attached letter where the policy was incorrectly referenced.
At this point i have been passed between multiple insurance agencies, because when i made the purchase they were using one insurance company and when i filed the complaint they were using another. The original claim was indeed denied until i cited the policy and then was told it was a valid claim. I have an entire email chain with the original insurance company stating this and also telling me to go back to Barclay. The person i worked with from the Office of the President was unattentive to my claim and the original CFPB complaint. She would take days or weeks to respond to me after leaving me voicemails in inopportune times throughout the work day. She even put me back in touch with XXXX who I was able to determine before filing the CFPB complaint ( without the help of Barclay Card ) was not the correct company to talk to ... and they again told me it was not them who can help me ... which I already knew and told had already told Barclay card office of the president when we spoke on the phone. When i tried calling Barclay card again, I left a voicemail and received no response ... just a denial letter and voicemail telling me to check my email.
The Denial on the CFPB website with attachments from the office of the president incorrectly cites their own policy, attaches the policy for me to ( re read ) and neglects the fact that " XXXX  Action '' is listed on page 26 of their policy ( all attached ). All of this was given to the woman working my claim, along with all the other evidence needed including email chain with the original insurance company, all receipts, screenshots from their website etc etc etc ... and clearly ignored. See attached.
This is unacceptable business and it is unacceptable that because this company can not figure out the correct insurance agency to put me in touch with or handle for me as a valued customer, I am now out the money that should be paid back to me. At the very least they should have competent people working in customer facing positions who can ACCURATELY AND ADEQUATELY CITE their cardholder benefits policy. If the consumer can read it, the Office of the President for Barclay card should be able to read the policy before falsely denying a claim. At this point the only person that has done their due diligence in this situation is me.

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