Consumer complaint received 2020-12-31
Company: BARCLAYS BANK DELAWARE
State: CA
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 Charged 2 airline tickets for {$880.00} transaction posted XX/XX/XXXX XXXX XXXX. Flight was supposed to depart XX/XX/XXXX with a return date of XX/XX/XXXX. On XX/XX/XXXX logged in to check flight status and noticed that they had changed the flight by a day but also kept the original flight as well so in essence had two departing flights one on XX/XX/XXXX and one on XX/XX/XXXX. An email was sent asking for clarification on two different flights. On XX/XX/XXXX called customer service but after two hours on hold the call was dropped. On XX/XX/XXXX another call was made and again the call was dropped after two hours on hold. On XX/XX/XXXX made a third attempt to call and once again call was dropped after 90 minutes. On XX/XX/XXXX a response to e mail was received giving no explanation and only telling us to call regrading the issue which was attempted 3 times already. Per their documents the flight was due to leave XX/XX/XXXX and XX/XX/XXXX however, when we entered the reference number it stated that unable to retrieve this booking. Apparently they cancelled the flight, never responded, and never refunded the money. XX/XX/XXXX reached out to credit card company and was told because of date of original transaction dispute had to be filed by mail. XX/XX/XXXX sent credit card company a package and letter requesting to file a dispute and gave them all the facts. Sent by certified mail and confirmation was received that they got the package. XX/XX/XXXX reached out for status and was told that package wasn't received. Advised them impossible I had proof it was received. Requested supervisor to call back which took days. In the meantime received a letter dated XX/XX/XXXX giving me a case # XXXX advising me that they were investigating. Supervisor XXXX called and also told me that a case was opened and would require two billing cycles to resolve. 2 billing cycles came and went no credit and no response. Called on XX/XX/XXXX Spoke with XXXX ID # XXXX  ( after being disconnected twice ) he told me there was no case which I told him was impossible I have a letter with the case # on it. He then found it and told me that they had reached out to the merchant on XX/XX/XXXX and they had until XX/XX/XXXX to respond and if no response I would automatically win the dispute and a credit would be issued to my card XX/XX/XXXX. He repeated this XXXX times. XX/XX/XXXX came and went with no credit. Called XX/XX/XXXX and demanded to speak with a supervisor again was told there was no case. Was told that a supervisor would call me by the end of the day on XX/XX/XXXX. Never happened. Set alarm to call them at XXXX XXXX  PST XXXX ET XX/XX/XXXX. Went through the whole story with a rep who again said no case. I asked for ID # she put me on hold and disconnected me. Called back went through the whole story again asked for ID # she disconnected me. Called back again went through whole story with XXXX XXXX XXXX she was going to transfer me but disconnected me for the third time. Called back again spoke with XXXX XXXX XXXX who was most helpful of all so far. Again told there was no case. Apparently instead of filing a dispute they filed only a complaint and basically nothing every happened as the proper dispute was not filed. He tells me that I will have to wait for a call from a supervisor within 10-15 working days and start process all over. To sum it up, I'm out almost {$900.00} for a flight that never took place and getting the total run around from cc company. Because they didn't file this correctly and every person I spoke with makes up stories to get rid of me that is their problem not mine.

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