Consumer complaint received 2022-07-02
Company: BARCLAYS BANK DELAWARE
State: NV
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:
I filed a dispute with my Carnival Mastercard through Barclays. I received the response that they are holding me responsible based on the documents provided from the merchant to them. However in one of the documents, the merchant, XXXX XXXX clearly apologizes for the misinformation I was provided. This misinformation rendered the tour unusable. Their offer of compensation was for another day of hop on/off bus in NY, of which I dont live nor anyone that could have used on my behalf. Here is my original email to XXXX : When sold our hop on/off tickets we were explicitly told the buses run every 15 minutes until XXXX XXXX. Because of this we took a side trip to XXXX XXXX  for dinner at dusk. After dinner we walked back to stop XXXX about XXXX and waited a good 30 minutes before I realized I had an app to check the next bus arrival time. Lo-and-behold your app read the last buses are at XXXX. I dont appreciate being mislead to make a buck. NY is not really known for being safe in many areas at night. I had to find an alternate way back to the hotel and pay extra for that when we intended to use your bus. After doing my own research the only bus past XXXX XXXX  is the night tour which only has the one pick up and drop off. This is acceptable marketing tactics. I would not have bought the service had I known it was limited to XXXX. As slow as the buses take to get from stop to stop I would have stuck with a cab. I would like a refund of the fees that I was conned into. 

Here is one of her responses to me : We completely understand your frustration. Our Downtown Tours do run approximately every 20 minutes or so between XXXX XXXX  and XXXX, with the Night Tour running from XXXX to XXXX hourly on Monday-Thursday and until XXXX. We are sorry if you were misinformed in any way. As per our terms and conditions, all sales are final, and we are unable to issue a refund on this purchase. We are more than happy to issue you one day Hop On Hop Off passes, which would have a 2 year validity. These passes are also transferrable to a friend or family member in the case that you are unable to use them yourself. 



Also, The letter from Barclays also spoke about me signing a contract that explained they offer no refunds. I didnt sign any contract, rather gave my credit card to a street vendor who only received one signature of sale, based on my recollection. When I initially complained, I even offered for a reduced refund. As we used the bus once in the morning. But the way they operate their business it was not a viable option after. And again, as in my complaint above, they left me and my family in a bind in a scary area because of misinformation. I think this is unacceptable and I should be refunded for the tour. 

This trip was purchased XX/XX/2021. 
Card ending in XXXX. 
Amount : {$350.00}

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