Consumer complaint received 2026-05-20 00:00:00
Product: Credit 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
State: MA

Complaint narrative:
Company : Barclays Bank / JetBlue Credit Card Account : JetBlue Credit Card ending in XXXX Merchant : XXXX XXXX XXXX Disputed Amount : {$1400.00} Transaction Date : XX/XX/year> Complaint Date : XX/XX/year> To the Consumer Financial Protection Bureau : I am filing this complaint regarding Barclays Banks mishandling of a disputed charge on my JetBlue credit card ending in XXXX. The charge was from XXXX XXXX XXXX in the amount of {$1400.00}, posted on or around XX/XX/year>, for services that were not rendered and that should have been refunded. This matter remains unresolved despite the merchant confirming in writing that the charge was refunded or should have been refunded. I have written documentation from the merchant stating that the refund was processed/approved, yet Barclays continues to state that the charge is non-refundable. Barclays temporarily credited the charge during the dispute process but later recharged the amount to my account. The dispute was reopened, but Barclays has since closed it again without issuing the refund. I have still not received the refund. I am now stuck between the merchant and Barclays. The merchant is stating that the refund was issued or that the charge should be refunded, while Barclays is refusing to permanently reverse the charge and is treating the transaction as non-refundable. This is especially concerning because I was informed during the dispute process that Barclays may have spoken with the wrong individual at the hotel, which appears to have resulted in an inaccurate dispute determination. I personally contacted the hotel directly, and they confirmed that the charge should have been refunded in full. The hotel also advised that the issue appears to be on the credit card companys side and directed me to have Barclays contact the correct hotel representative directly. The appropriate contact at the hotel is : XXXX XXXX, General Manager XXXX by XXXX XXXX XXXX XXXX : XXXX Email : XXXX XXXX XXXX and the hotel staff have records of the original refund discussion and can confirm that the transaction should have been fully refunded. I have spent countless hours attempting to resolve this issue, going back and forth between the merchant and Barclays. Despite escalating the matter with Barclays, I have not received meaningful assistance or a proper resolution. Barclays has reclosed the dispute even though the merchant has provided confirmation supporting the refund. I believe Barclays failed to conduct a proper and complete investigation before reapplying the charge to my account. I am requesting that Barclays immediately : Permanently credit the full disputed amount of {$1400.00} back to my account. Reopen and properly reinvestigate the dispute using the written merchant documentation I have provided. Contact the correct hotel representative, XXXX XXXX, directly to verify the refund information. Provide written documentation explaining the basis for any decision made on the dispute. Stop any collection activity, interest charges, fees, or negative credit reporting related to this disputed amount while the matter is being reviewed. I have been a loyal JetBlue Barclays cardholder for years and have used this account significantly. However, this dispute has been mishandled, and I have not received the support or proper investigation I should reasonably expect from my credit card issuer. I am asking the CFPB to assist in obtaining a proper review and resolution of this matter. The merchant has confirmed the refund issue in writing, yet I remain charged {$1400.00}. I am requesting that Barclays correct this immediately and provide written confirmation once the credit has been permanently applied. Sincerely, 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