Consumer complaint received 2022-09-28
Company: BARCLAYS BANK DELAWARE
State: CT
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:
We started our vacation from Connecticut to Florida on XX/XX/2021. On the way down we knew we would stop somewhere, so we opted to stay at the XXXX XXXX XXXX ( dog friendly ), South Carolina. We had dinner at the hotel, {$110.00} on the statement. The next morning we decided to spend one more night at the hotel. I went to the front desk to make the reservation, {$410.00} on statement. We left on XX/XX/XXXX to arrive at our hotel in XXXX, Florida. 

When I received my statement from XXXX XXXX XXXX XXXX, there was a new charge to XXXX XXXX XXXX for {$2300.00}, with XX/XX/XXXX as the transaction day. I called the hotel to say the charge wasnt mine, they said I had to take it up with the Credit Card Company. I asked the name of the person that stayed in the room and they gave it to me. I did not recognize the name. 

I called the XXXX XXXX to say the charge wasnt mine. They reversed the charges, only to reinstate them a few days later. I called to ask what happened and they told me that the hotel had my signature on file. I told them that was impossible as I was already in Florida. I did not lose the card as it is still in my posession. 

Barclays sent me a letter on XX/XX/2021 requesting to call after they say they tried to call us several times without leaving messages. I called and they request proof of me not being at the hotel. I called the XXXX XXXX XXXX XXXX XXXX, XXXX, to request a detailed invoice to prove I stayed there from XX/XX/XXXX to XX/XX/XXXX. They emailed me the receipt. 

On XX/XX/2021, I sent Barclays a letter explaining everything with the receipt from the XXXX XXXX XXXX. I was expecting to hear from them soon after that. They claim they called, but there are too many scam calls to pay attention to unknown numbers. And there were still no messages. Both my ex-wife and I, have tried a few times to call Barclays to resolve the issue, sometimes spending hours at a time on the phone repeating SSN, phone number, date of birth more than 100 times only to be hung up on, put on hold indefinitely, switched from the fraud department to the dispute department, and vise versa several times, told that supervisors were too busy to help us, but never getting a straight answer as to what was happening with the issue. When I called to ask what happened to the case with the evidence, the person on the phone tells me that they did get the letter and the receipt but nobody has looked at it yet. 

I feel that Barclays is dragging their feet in the hope that I will just give up. I cant believe a big company such as Barclays can not recognize theyre in the wrong in a timely fashion. They have cost me money in interest charges and caused damage to my credit report.

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