Consumer complaint received 2025-02-17 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: BARCLAYS BANK DELAWARE
State: OR

Complaint narrative:
I am filing a formal complaint against Barclays Bank and XXXX regarding a wrongfully denied chargeback dispute despite clear and documented evidence supporting my refund request. Additionally, my original reservation amount was {$490.00}, yet this amount was arbitrarily adjusted to {$390.00} without explanation during the dispute process. 

On XX/XX/XXXX, I arrived at XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX, AZ, with a prepaid reservation booked through XXXX ( XXXX XXXX XXXX ) for {$490.00}. Upon arrival, I was informed that the hotels water pump was broken, leaving all rooms without hot watera fundamental necessity for a habitable stay. The front desk confirmed this was an unforeseen and unresolved issue, leaving me no choice but to cancel my reservation. 

The hotel assured me that my reservation was canceled and that a refund would be issued. The hotel manager later confirmed : The reservation was canceled on XX/XX/XXXX, with cancellation confirmation XXXX XXXXXXXX. A refund of {$390.00} was processed at XXXXXXXX XXXX XXXX XXXX XXXXXXXX ) on XX/XX/XXXX, XXXX unexplained discrepancy from my original payment of {$490.00}. The hotel contacted XXXX on XX/XX/XXXX, confirming the cancellation and refund approval. 

Despite this, XXXX has refused to issue my refund, falsely claiming they have no record of the refund approval. Their internal records from XX/XX/XXXX and XX/XX/XXXX, indicate they received no response from the hoteldirectly contradicting their later claim that they made multiple unsuccessful contact attempts. 

On XX/XX/XXXX, I filed a chargeback dispute with Barclays for {$490.00}, citing " services not provided. '' However, on XX/XX/XXXX, Barclays denied my claim, stating I had agreed electronically to XXXX cancellation policy. This denial is completely flawed and unjustified for the following reasons : The hotel failed to provide a habitable room due to the lack of hot water, making my stay impossible. The hotel confirmed my reservation was canceled, and a refund was processed ( albeit for an unexplained reduced amount ). XXXX internal records contradict their refusal, as they initially noted no response from the hotel. 

XXXX falsely claims no record of a refund, despite documented confirmation from the hotel. Barclays outsourced the dispute decision to a third-party arbitrator, XXXX, who arbitrarily ruled against me without allowing me to present my case or speak with them directly. 

This is a clear case of unfair business practices and wrongful denial of a refund for services not rendered. XXXX, Barclays, and XXXX have all failed to uphold basic consumer protection standards, leaving me responsible for a charge I should not be liable for. 

I am prepared to provide any additional documentation necessary to support my claim. Please investigate this matter urgently, as I have exhausted all efforts to resolve this issue directly with Barclays and XXXX. 

Thank you for your time and attention to this serious issue. I look forward to your prompt response. 

Sincerely, XXXX XXXX XXXX XXXX ( 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