Consumer complaint received 2021-01-13
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have disputed the same credit card charge several times with Barclay Arrival+ Credit Card company. I charged 2 tickets through XXXX for airline tickets to XXXX on XXXX. XXXX charged my card ending in # XXXX {$440.00} for each ticket ( 2 tickets totaling a charge of {$880.00} ). XXXX is an XXXX airline that my wife and I booked ticket on for a vacation ; subsequently due to Covid-19 the carrier suspended all flights and did not give us a credit. I tried to contact the airline but they were not accepting calls, and are now in financial trouble and not offering air service in the United State or XXXX. I disputed the charges with Barclay and explained the airline has cancelled all flights from the airport we were using and we did not get a refund. Barclay claimed they did not have enough information to rule against the airline even though the airline was no longer provided service ... .. I called Barclay and challenged their decision via telephone call, but due to the Covid the agent said they only would communicate via fax, or written interaction. 

On XXXX, XXXX XXXX I sent Barclay a 43 page FAX with supporting documents about XXXX. 

On XXXX XXXX I called the dispute center at Barclay XXXX XXXX XXXX to verify they were working on my complaint and the agent said " they received my complaint and sent my materials and a letter from Barclay to XXXX on XXXX XXXX. The agent said the airline ( XXXX ) had 60 days or XXXX XXXX, XXXX to respond. If the airline ( XXXX  ) did not respond, Barclay would rule in my favor. The agent gave me the Case ID numbers which are XXXX XXXX and XXXX XXXX assigned to the disputes for my reference. 

Below is the text from the cover letter attached to the FAX sent on XXXX XXXX. 



Dear Barclay ; This is the third time I have contacted Barclay disputing the XXXX  charges ( two charges of {$440.00} each for a total refund request of {$880.00} US dollars ) on my XX/XX/XXXX credit card bill. Please add the attached additional documentation to my on-going dispute under consideration as this company has attempted ( documented ) fraudulent practices against it's customers as well as going into financial ruin without refunding customers for flight 's that they themselves canceled and not issuing any credits to it's customers. I am requesting a full refund for for the 2 charges of {$440.00} each for a total refund of {$880.00} us dollars. Please call me at XXXX for additional information or to discuss this dispute. 

On XXXX XXXX XXXX I call the dispute center again to see if the airline responded yet and the agent checked the case numbers and said there was no response at this time, but the airline had until XXXX XXXX, XXXX to respond. 

On XX/XX/XXXX I called ( which is 2 day past the time frame the airline had to respond ) and the agent said Barclay dismissed my claim and no letter was ever sent to the XXXX because of Barclay company policy. I explained to the agent ( Name XXXX  XXXX ) the conversations I have on previous calls. He was not open to listening and said I had no recourse.He indicated the Barclay mailed a letter to me on on XX/XX/XXXX stating the dismissal of the complaint ; Ie a day after the 60 day window the airline had to respond. 

I am asking for your support, Barclay has repeatedly dismissed this dispute and has taken a adversarial position. 

I have the documents I sent to Barclay and my hand written notes on the contents of my conversations with Barclay. I feel they are not processing this claim due to the overwhelming disputes associated with the COVID-19 pandemic. 

I would appreciate your assistance in this matter, Sincerely, XXXX XXXX XXXX.

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