Consumer complaint received 2026-03-12 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: TX

Complaint narrative:
On or about XX/XX/2026, we made a reservation through XXXX for a stay from XX/XX/2026 through XX/XX/2026 at the property listed as XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX, XXXX ( Reservation ID : XXXX ). After completing payment, the hosts property management contacted us and imposed several new requirements that were not disclosed anywhere on the XXXX listing or booking page prior to payment. These new requirements included : Signing a separate rental agreement containing additional terms Uploading a photograph of my government-issued identification Uploading a photograph of my credit card Uploading a selfie photograph These requirements were not disclosed on the XXXX listing or anywhere on the booking page prior to making the reservation. The only thing it reference on the XXXX site is, " Government Issued photo Identification and credit card. Debit card, or cash deposit XXXX be required at check-in for incidental charges '' The host stated during a telephone conversation that they required photographs of both my ID and my credit card to confirm that the credit card used to book the reservation belonged to me. Due to security concerns regarding identity theft and financial fraud, I informed the host that I was not comfortable providing photographs of my credit card and identification through an online portal. I offered to verify my identity and present my credit card in person upon arrival at the property. The host refused this option and got upset raising his voice,, stating they do not maintain an office at the apartment complex and that uploading these documents online was their policy. During this conversation, the host ultimately stated that we would not be granted access to the property unless these requirements were fulfilled, effectively making it impossible for us to complete the reservation. -Refund Agreement with XXXX- After being denied access to the property, we contacted XXXX to XXXX a refund. Initially, XXXX refused to issue a refund. After multiple communications, XXXX later agreed to issue a partial refund in the amount of {$1000.00} out of the total {$1100.00}, stating that taxes and fees would not be refunded. This refund agreement was communicated both verbally and in writing. In an email dated XX/XX/2026 at XXXX PM, XXXX acknowledged that the refund of {$1000.00} would be issued to the original form of payment. However, as of today, we have not received this refund. The billing error is that I was charged for a reservation that the merchant refused to honor and for which the merchant acknowledged a refund was owed. -Conflicting Statements Regarding the Refund- Although XXXX confirmed XXXX writing that the refund would be issued to the original form of payment, on XX/XX/2026, a XXXX agent XXXX us by phone that the refund had already been issued through XXXX. We do not have a XXXX account and never received any such payment. We contacted our credit card provider, the XXXX XXXX XXXX XXXX XXXX Credit Card ( XXXX ), and their representative confirmed that XXXX had not reported any XXXX refund to them and that no refund had been processed to our credit card. -Mischaracterization of the Situation as a Cancellation- During numerous communications, both XXXX and the host attempted to characterize the situation as a customer cancellation. This is inaccurate. We did not voluntarily cancel the reservation. The reservation was effectively terminated by the host due to the imposition of undisclosed policies and the refusal to grant us access to the property unless we complied with those new requirements. XXXX Card Dispute- Because the promised refund was not issued, we disputed the charge with our credit card provider, the XXXX XXXX Credit Card XXXX XXXX ), during the first week of XX/XX/2026. We provided documentation explaining the situation. Approximately XXXX weeks later, we were informed that XXXX ruled in favor of XXXX. We then filed an appeal and submitted additional documentation, including the email from XXXX acknowledging that they would refund our money to the original form of payment. Despite this documentation, XXXX again ruled in XXXX favor on XX/XX/2026. During a phone call with an XXXX representative on XX/XX/2026, I asked the agent to confirm that they had received the email documentation showing XXXX acknowledging the refund. During that conversation, the agent suggested that images could potentially be altered, despite the fact that we submitted the documentation in PDF format as instructed by a previous XXXX representative. We have also made XXXX aware that we have in our possession audio recordings of XXXX acknowledging they will refund our money however XXXX did not request a copy of it. Based on our experience, it appears the investigation relied primarily on the merchants statements and did not fully consider the documentation we provided. -Requested Resolution- The continued failure to process the promised refund has caused significant financial strain and ongoing stress despite our repeated attempts to resolve this issue directly. I respectfully request assistance in resolving this matter and ask that this complaint be investigated due to : Undisclosed booking requirements imposed after payment Denial of access to the property unless those undisclosed requirements were met Failure to process a refund that XXXX acknowledged in writing -Possible Violations of Federal Consumer Protection Law- Based on my understanding, credit card issuers are required under the Fair Credit Billing Act to conduct a reasonable investigation when a consumer disputes a billing error. In this case, I provided documentation including an email from XXXX acknowledging that a refund would be issued to the original form of payment. Despite this evidence, my credit card issuer, the XXXX XXXX Credit Card ( XXXX ), ruled in favor of the merchant and appeared to rely primarily on the merchants statements without fully considering the documentation I submitted. Additionally, during a phone call with a representative on XX/XX/2026, I was informed that submitted documentation could potentially be altered, which raised concerns that the evidence I provided may not have been properly evaluated. Based on the information available to me, it appears the investigation may not have met the standards required for a reasonable dispute review under the Fair Credit Billing Act. For these reasons, I respectfully request that the Consumer Financial Protection Bureau review the handling of this dispute and determine whether the credit card issuer properly investigated the billing error and complied with its obligations under federal consumer protection laws. I am requesting that the promised refund of {$1000.00} be issued through the original form of payment and all if any XXXX interest and fees cause of it be waived. Thank you, XXXX and 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