Consumer complaint received 2022-06-24
Company: BARCLAYS BANK DELAWARE
State: IL
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:
To Whom it May Concern ; Im a client of Barclays Bank Delaware ( the Bank ). I believe the Bank has violated several Regulation E citations as it relates to transaction dispute process, as well as the Bank engages in unfair, deceptive, or abusive acts and practices ( UDAAP ) for their credit card add on products. 
On XX/XX/2022, we purchased a five day, all included vacation package through XXXX XXXX XXXX XXXX ) company. This was not the first time we are doing it. We chose the XXXX XXXX  as we have stayed there previously and liked it. The marketing on XXXX website stated that this is exclusive resort recently renovated, and the beautiful pictures confirmed their statement. The trip cost was {$3900.00}. 
When we arrived, things looked a bit different. 
First, resort looked nothing like it was presented in the pictures on XXXX web site, but that was not the worst thing. We were placed in the room which was not what we chose when we purchased the trip, the Manager stated that room is changed for the tech difficulties with A/C system ( ok things happen ). 
So, we unpacked and went to grab something to eat, time is around XXXX Local, to our surprise only working food stand had burgers, ( just a bun and a beef patties ) and drinking water, again not a big deal, at XXXX restaurants will be open for dinner. We decided to get back to the room change for the beach. 
After entering the room, which smelled unpleasant with scent of mildew we found that all our clothes and other items are infested with bugs, I start filming it, we do not know what they are and what they do but to me it looked like lice or perhaps sand fleas. I told my wife to start packing and cleaning and I, myself went to the front desk to talk to admin and XXXX representative. Admin on duty right away offered to change the room to a different one after reviewing the video and stating that it is probably spiders! 
I went to inspect the room but come back because room walls and ceiling was covered in mildew ( see attached pictures ). Once again, we were offered another unit, which was sort of OK. XXXX rep was not on premises and impossible to reach over the phone or email. 
For dinner, food quality and variety were almost nonexistent. Three different courses of main dish, vegetables, or fruit nowhere to be found it was really uphauling. All my statements have video or digital picture proof and provided upon request, also supporting evidence can be requested from the couple we befriended during the stay from XXXX, they were shocked by the service and quality or lack of it. Next day we contacted XXXX rep and asked to move us to a different resort or send us home, the answer was that it is impossible because all resorts they manage are fully booked and additional flights are not available. We tried to book the return tickets ourselves but were unable to acquire any. So, we were stranded to the end. 
Now lets move to the beaches. Beach access is nonexistent, rocks and black dirty sand, when we were visiting previously approximately 7-8 years ago this resort had a pretty nice beach with beach chairs and nice umbrellas to protect from a sun, this time only couple standing umbrellas and some broken chairs which people are reserving XXXX oclock in a morning, for approximately XXXX people in a resort I figured about 200-300 chairs and about 50 umbrellas, clearly the resort is overcrowded and over booked. So that left us all at the mercy of the pool which hygienic conditions were very questionable. I managed to meet with the resort managed and discuss the issues, he stated that resort is struggling financially and not because of the COVID, but mostly of a bad management. I was offered a voucher to the restaurant as compensation, ( Keep in mind, it is ALL INCLUSSIVE resort ). On the day 3 of the stay during the dinner all resort plunged into complete darkness power was for some reason cut down, no warnings or explanation was given for hours. 
Bars in a resort does not even have non-disposable cups for coffee, drinks are served eider in plastic cups or mismatched glasses cleanliness of which is very questionable This is just a short summary of our horrible experience. I think that paying a $ XXXX night ( if you count, leaving the business which I manage and our two dogs with a sitter it comes to that $ XXXX {$1200.00} a night ) we were entitled to some comfort. 
Upon return home I contacted XXXX, the vendor of our vacation and requested our money back, but my request was denied. 
So, I decided to make a claim to my Barclays XXXX XXXXXXXX card. We had purchased additional Trip insurance, but they explained that this complaint does not fall under parameters of this insurance ( sounds like a sketchy insurance and useless ), clearly the Bank is engaging in a form of a XXXX by selling this add on product with no benefits of travel. Finally, they agree to launch an investigation on XX/XX/2022. The Bank offered a provisional credit for the amount charged {$3900.00}. During the time till XX/XX/2022, no one contacted me regarding the issue in any way, when I called in to inquire in XXXX, answer was case is still under investigation. I did not receive any communication indicating the Bank received my claim and has started the investigation as Regulation E requires. 
On XX/XX/2022, I was checking my statement for payment and was surprised that charge was reposted without any explanation. I did not receive any communication as it relates to the outcome of the investigation. I did not receive any communication as it relates to retracting the provisional credit as Regulation E requires. Further, I did not receive the Bank request for an extension of the investigation beyond the allowable time frame per Regulation E. So, I called back and was offered to reopen the case but first I must pay the bill. Is the purpose of the credit card or banking institution is to protect consumer from fraudulent charges and help me deal with a vendor that is not being cooperative? When I pay for a product or service and I do not get it as it described, charge should not be applied. I am not liable for faulty product and or service in the end it is my money and I decide to pay or not, the other party can take the legal action to resolve their issues.

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