Consumer complaint received 2020-01-02
Company: BARCLAYS BANK DELAWARE
State: PA
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:
Date of Transaction XX/XX/XXXX Amount of Transaction {$100.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, address XXXX XXXX XXXX, XXXX, OH XXXX Phone ( XXXX ) XXXX Bank/Credit Card - Barclays Bank Delaware XXXX I booked the reservation through XXXX. I arrived that the hotel at XXXX local time. I had an issue with the quoted rate, I was annoyed with this, but let it go and checked in. Once in the room for 5 minutes I was able to see the TV was not working and neither was the air conditioner. Here I was done. I went to the front desk to ask to cancel my stay and get a refund. The front desk clerk told me since I booked through XXXX, I had to cancel through there. So, I called them and did so, I have the phone logs to prove these calls. I got a cancellation email showing nothing to be charged at XXXX, I then left. 
The charge still came through on my statement so I filed a dispute, with my credit card, Barclays. Dispute ID XXXX. This was opened in XXXX, I asked them at the time I filed it did they want all of my documentation, they said no not now. I got a letter from them saying they could not issue the credit, because I signed off on a cancellation policy. I got this letter on XX/XX/XXXX, it was dated XX/XX/XXXX. I looked over the details of what I signed, and nothing in there mentioned any cancellation policies, I have no clue where this came from, and shows me they read nothing as far as the documents I signed upon check-in. I have copies of all of these. 
After getting this letter, I sent over all of the documents I offered to them at the beginning of this. As well as contacting XXXX to show reservation was cancelled, and I contacted XXXX XXXX customer service hotline ( XXXX ). I was given Ref. ID of XXXX for my issue. I have since called this number 4 times, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Over all of the calls the customer service representative talked to 2 different individuals at the hotel multiple times, a front desk clerk named XXXX, and the XXXX XXXX XXXX named XXXX. very single time they have stated they have removed the hold off the funds and they or their bank does not have my money. This was stated again when I called the hotel directly on XX/XX/XXXX and spoke to XXXX, she also informed me she was faxing over the details to my bank, as far as they reversed this charge. 
Over the life of the dispute with my credit card company I called them on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, twice on XX/XX/XXXX, and XX/XX/XXXX. On XX/XX/XXXX I was told my case was closed with out them reviewing my submitted info, so it was reopened. On XX/XX/XXXX I spoke to XXXX who told me the hotel was lying to me and to not talk to them. After calling on XX/XX/XXXX, and XX/XX/XXXX, I was told a supervisor would be calling me with in 48 hours. I still to this day have not gotten a call back from a supervisor. 
I was again told on XX/XX/XXXX by XXXX that they hotel was lying to me. I asked her who did they deal with at the hotel, and an they contact them directly to get my credit issued properly, she said we don't do that we only work with their bank. 
This has been awful being told different things and no one is trying to help me resolve this. The merchant is flat out telling me, yes we agree you should be credited back and we have done it, and my bank/credit card company is saying no they did not do that they are lying to you. The dispute department at Barclays has been awful from telling me different things, to simply not reading documents sent to them. 
I have 3 questions 1 ) Where is my money? 2 ) Can I please have it back? 3 ) Who has been lying to 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