Consumer complaint received 2025-11-03 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:
On XX/XX/XXXX, while navigating the XXXXXXXX XXXX to purchase a package for XXXX, I discovered that a hotel booking was made without any confirmation prompt, simply because my credit card was on file. This is a major security concern. 
Within XXXX minutes of noticing the unauthorized purchase, I contacted XXXX via their virtual agent and explained that I was only viewing hotel amenities. The agent acknowledged my prompt action and assured me, as a prestige customer, that the booking would be canceled and a refund issued. The total charge was {$960.00}, including {$50.00} for travel insurance. The agent immediately refunded the insurance and stated he would contact the hotel regarding the remaining amount. He later confirmed that, as a valued customer, I would receive a full refund of {$910.00}. however, XXXX weeks later, I had not received the refund, so I reached out to XXXX again. This time, I was told that the hotel denied the refund. I provided screenshots showing the virtual agents confirmation of the refund within XXXX business days. The XXXX representative advised me to contact my bank since the reservation had been canceled. At this point, I had neither a refund nor a reservation for XX/XX/XXXX. 
I called the hotel directly, and they confirmed I had no reservation. On XX/XX/XXXX, I contacted my bank Barclays Credit Card to dispute the charge, and an investigation was opened. About a week later, I checked the status and found the dispute had been closed. Barclays claimed they had called me twice, but I never received any calls, voicemails, or emails. 
I called back and was told I could reopen the dispute by faxing proof to XXXX, attention XXXX XXXX XXXX, with case number XXXX XXXXXXXX. I faxed the screenshots, but the dispute was closed again due to " insufficient information. '' Another representative finally understood my situation and initiated a three-way call with XXXX. The XXXX representative confirmed the reservation was canceled and said the refund must come from my bank. The Barclays representative stated that he is my bank and that I have neither a refund nor a reservation. This makes no sense. 
XXXX then said I needed a cancellation email from them. I requested a supervisor call back, but have not received any follow-up. I sent all the proof I had, and XXXX days after my last call on XX/XX/year>, we received a call from someone ( possibly from XXXX, XXXX ) who confirmed that the {$910.00} would be refunded. However, we have not received the refund. On XX/XX/year>, I called again and spoke with a supervisor named XXXX, who stated that because we accepted the {$50.00} refund, no further refund could be processed. I strongly objected, as I never agreed to accept only the insurance refund. XXXX advised me to seek legal counsel, as nothing more could be done. 
This situation has been extremely stressful. I have lost my money, do not have a birthday gift for my wife next month, and have not received a refund. 
How is it possible that I do not have a trip for XXXX under reservation # XXXX and have not received my {$910.00} refund? I need help resolving this matter. 
Contact Information : XXXX XXXX XXXX : XXXX XXXX XXXX : XXXX Email : 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