Consumer complaint received 2026-03-03 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: FL

Complaint narrative:
I. Background On XX/XX/year>, I used my Barclays credit card to purchase airline tickets from a merchant identified as XXXX @ XXXX. Shortly thereafter, issues arose requiring a name correction and ultimately a refund. Despite extensive efforts on my part, Barclays failed to properly investigate my billing dispute, reversed a provisional credit without adequate factual review, and relied exclusively on unsupported representations from the merchant. II. False Information Provided by Merchant Barclays concluded that the merchant was unable to make a name change on the tickets. However : Both I and my niece independently contacted XXXX. XXXX confirmed that the merchant could have initiated the name change. The merchant falsely claimed to have attempted this change. This discrepancy strongly indicates deceptive or fraudulent conduct by the merchant. Barclays did not independently verify these facts with XXXX before denying my dispute. III. Refund Withheld Despite Issuance The merchant acknowledged the tickets were refundable. XXXX confirmed that it issued a full refund to the merchant. The merchant has refused to transfer the refunded amount to me. Barclays accepted the merchants position without investigating whether the merchant retained refunded funds. This constitutes unjust enrichment by the merchant and financial harm to me. IV. Failure to Conduct Reasonable Investigation Under the Fair Credit Billing Act and Regulation Z, Barclays is required to conduct a reasonable investigation of billing disputes. Barclays failed to : Contact XXXX to verify refund issuance. Confirm whether the merchant impersonated XXXX. Investigate evidence suggesting fraudulent misrepresentation. Evaluate documentary evidence I submitted. Instead, Barclays relied solely on the merchants assertions. V. Improper Reversal of Provisional Credit Barclays initially applied a provisional credit during the investigation. That credit was later reversed based solely on the merchants statements. No indication was provided that : Independent verification occurred. Airline confirmation was requested. Fraud indicators were reviewed. This reversal caused direct financial hardship. VI. Procedural and Customer Service Failures Barclays : Required communication via fax and postal mail. Failed to provide modern or timely electronic communication options. Rejected my case based on a deadline allegedly missed while I was out of the country. Failed to reconsider despite assurances from representatives. Provided delayed and dismissive responses. These procedural barriers materially impaired my ability to present documentation. VII. Failure to Act in Good Faith Barclays did not : Contact XXXX. Contact legitimate XXXX to verify impersonation concerns. Properly assess evidence of potential fraud. This failure undermines the integrity of its dispute resolution process. VIII. Harm Suffered Loss of refunded ticket funds. Reversal of provisional credit. Significant time expenditure. Emotional distress and financial hardship. IX. Other Agencies Contacted I have also contacted : Federal Aviation Administration Federal Bureau of Investigation XXXX XXXX XXXX ( Delaware ) Office of the State Bank Commissioner ( which refuses to respond to snail mail or answer the phone ) XXXX XXXX None have provided meaningful resolution. I have attached some documents, but I have many more that I can provide.

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