Consumer complaint received 2025-12-29 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: OH

Complaint narrative:
Companies : XXXX  XXXX  XXXX Barclays XXXX XXXX XXXX Date : XX/XX/year> - {$400.00}, XX/XX/year> - {$54.00}, XX/XX/year> - {$160.00} Total : {$620.00} XXXX : My partner and I experienced several flight issues with Frontier Airlines. Customer service agents at the airport and on the phone promised vouchers and refunds but these were not honored when we attempted to reach support after the ordeal. The file titled " XXXX XXXX to XXXX XXXX XXXX XXXX - XXXX '' details the issues with XXXX specifically. This file was shared with Barclays, the XXXX XXXX XXXX issuer, during the dispute process. 

Throughout XXXX and XXXX, I attempted to get a refund for the trips due to the numerous issues. XXXX continued to send me emails unrelated to the issues I contacted them about, namely saying they were responding to a baggage issue. 

XXXX : As a last resort, I submitted chargebacks to Barclays for the charges related to the cancelled and disrupted flights. Despite filling out the form inputs, including that one flight was completely cancelled and that the other was disrupted several times due to XXXX, Barclays refused to file the chargeback because they said I did not respond to their call in time ( within XXXX hours ). 
- Barclays left a non XXXX support number, so I was not able to speak directly to someone until XXXX. That agent told me they did not file the chargeback to XXXX and that I had to fax or mail Barclays to get them to reconsider. She also said all XXXX chargebacks were blank when all were filled out with dates and reasons for issues. I did leave a note saying to call me for additional information, especially as one form timed out and I had to resubmit it, so I provided a briefer description the second attempt. 

XXXX : I was confused by Barclay 's handling of the dispute as it was not in-line with what I've experienced with other credit cards as a consumer or as a XXXX of a support team responding to chargebacks, so I sent an email to Barclay 's XXXX asking him to improve the system. 
-Following this, his assistant XXXX XXXX out to me via email and phone. 
-His XXXX email ignored the details I included in the email to the XXXX. XXXX reached out and we spoke again on XXXX. On the call, he asked me to email him my supporting documents for the dispute so he could raise it to the dispute team. 

XXXX called me back a few weeks into XXXX and told me that the dispute team only files chargebacks if the items are received via fax or mail. I told him that is an undue burden on me to try to fulfill this requirement, especially when my relationship with Barclays has been electronic since the start. He said this is due to security reasons. I asked him if I'd answered the phone when the agent called me in XXXX, would I have still needed to mail things. He said yes. I asked if I wrote a detailed explanation on the intake form, would I still need to mail things for them to file the chargeback, he said yes. 

Throughout this process, I was told by XXXX and other Barclays team members different deadlines on the latest they could file a chargeback. They also said even if I mailed or faxed items, if they did not receive them by their deadline, they would not file the chargeback. 

I recently purchased a flight through XXXX as I have a {$100.00} voucher that comes with the credit card. When making my purchase, I saw a new option to add disruption assistance, " if your flight is delayed by 2+ hours or canceled on the day of travel, youll receive automatic notifications and can self-serve real-time options including rebooking on any airline or choosing a 100 % refund while keeping your XXXX reservation. '' I added the disruption assistance. 

If disruption assistance was available for either of the flights when I booked in XXXX and XXXX, I would have added the coverage. However, I trusted XXXX when they said they would provide refunds and vouchers. Clearly XXXX recognizes that there is a systemic issue with their handling of flight disruptions, so they've input something for the future. It does not resolve past failures. 

Barclay 's refusal to file chargebacks for the company they administer a credit card for is unethical and resembles an antitrust violation. While the companies are separate, they are operating as one to make it difficult for consumers to receive remediation for issues caused by XXXX. Barclays failure to allow electronic document upload and their refusal to file chargebacks on XXXX when all information is provided is a conflict of interest. The business credit rating for XXXX is likely being protected due to this unethical relationship. 

If Barclays released data on the number of disputes filed by consumers for XXXX on the XXXX credit card with how many they submit for chargebacks, especially in the case of cancellation, this would likely further substantiate and validate the nature of the relationship.

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