Consumer complaint received 2025-08-22 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: NY

Complaint narrative:
I am writing to express my deep concern and extreme disappointment regarding a recent hotel stay that not only failed to meet basic safety standards, but also placed both myself and my child in direct danger. This matter is not only a breach of consumer trust, but a clear case of gross misrepresentation, negligence, and potentially criminal conduct. 

During our stay at XXXX XXXX XXXX XXXX XXXX nails were found on the crib provided for my child an unacceptable hazard that could have caused serious injury. 

An electrical explosion occurred within our room, endangering our lives and pointing to a severe, concealed electrical fault. 

There is clear evidence that the hotel attempted to cover up this issue, as paint and cosmetic work had been used to mask the underlying problem indicating a knowing concealment of a dangerous condition. 

Despite multiple verbal and written complaints to the hotel staff, we were never relocated to another room, nor were proper safety measures taken after the explosion. This shows not only a disregard for guest welfare but a systemic failure in duty of care. 

The hotel has since acknowledged wrongdoing in the matter further proving that our claims are valid and substantiated. However, their actual response to remediate the issue has been grossly inadequate and deeply disrespectful considering the severity of the situation. 

Following this, I submitted a formal dispute through my credit card provider, Barclays ( XXXX ), on the basis that the services provided were dangerously misrepresented as luxury accommodations when in fact they were hazardous and life-threatening. Shockingly, Barclays dismissed the claim under the reasoning that services were rendered and the merchant is due payment.

This response is entirely unacceptable and fails to address the substance of the complaint. It ignores not only the clear evidence of endangerment and misconduct, but also the admission of fault by the hotel itself. The letter I received from Barclays appeared to be generic and impersonal, showing no signs that the facts were carefully reviewed or that the seriousness of the matter was properly investigated.

To dismiss a legitimate safety concern especially one involving a childs well-being and confirmed violations in such a cursory and indifferent manner is deeply troubling. It sends a chilling message that profit outweighs safety, and that consumer protection is not a priority for an institution entrusted with our financial and ethical interests.

This is more than a customer complaint this is a matter of public safety and corporate accountability. When major institutions like Barclays turn a blind eye to criminal negligence and life-threatening misconduct, it erodes trust in the entire system. At minimum, the situation warrants a thorough investigation, not a copy-and-paste dismissal.

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