Consumer complaint received 2021-07-30
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: BARCLAYS BANK DELAWARE

Complaint:
I have been disputing a charge with Barclays since XX/XX/XXXX. The charge was made on XX/XX/XXXX at XXXX for a hotel reservation in the amount of {$1300.00}. Unfortunately, XXXX went out of business in XX/XX/XXXX, and they instructed me to reach out to my credit card provider to receive a refund as they were not going to refund my charge. The hotel never received payment from XXXX, and my reservation was cancelled my them. Thus, I paid for a service that I never received. I submitted a dispute with Barclays on XX/XX/XXXX. I was told on XX/XX/XXXX by a woman named XXXX ( see photo of call record below ) that I would be refunded the charge. Unfortunately, for the next seven months, I did not hear anything from XXXX. I had followed up at least 15 times prior to XX/XX/XXXX without a resolution to the matter. 

In XXXX of XXXX, I received the attached letter from Barclays stating that I would receive a credit for the above amount of {$1300.00} on my next statement. Unfortunately, only {$920.00} has been credited back to me for that charge ( see attachment below for portion of XX/XX/XXXX bill ). Additionally, none of the interest related to the disputed charge has been credited back, and interest has continued to accrue since XXXX of XXXX. I had received assurances from numerous representatives from Barclays that interest would not accrue since I had filed a dispute, yet it is still has continued to accrue sixteen months later. I have called Barclays numerous times since XX/XX/XXXX as well, and I have yet to receive an adequate response as to why I was not credited back the additional {$420.00}, as well as the related interest, which is {$280.00} at this point. This has been extremely aggravating for me, as I have never missed a payment with the company, and I have paid every bill in full since I became a member in XXXX. 

I mailed a certified letter to Barclays on XX/XX/XXXX. The letter and return receipt are attached below. I still have not received a response from Barclays on this, and when I follow up with them regarding this matter, they tell me there is nothing more that they can do. 

This has been extremely aggravating for me, as I have been told by Barclays twice throughout this time that I would be made whole, as well as having my interest refunded on the outstanding charge. Nonetheless, I have not been credited back the full amount, nor have I been refunded any accrued interest related to this dispute. This has gone on for sixteen months with numerous calls on my end to Barclays, but still has not come to a fair resolution. I respectfully request the CFPB to assist with this dispute. I am happy to provide any additional information the Bureau, or Barclays, may need.

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 monetary relief