Consumer complaint received 2025-08-24 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Overcharged for something you did purchase with the card
Company: BARCLAYS BANK DELAWARE
State: PA

Complaint narrative:
Hello please see the attached file it is specific in detail of our complaint against XXXX XXXX  to the D O T we disputed it with XXXX credit card, and they ruled against us twice with a bad reason that has nothing to do with the issues at hand please see the copy and pasted email below for context. I can provide detailed invoices to back up our claims we were charged 2 times for the same product baggage and wrongly charged for a app check-in service that does not work. again, please see the attached documents for the complete information please contact me for any other information needed at XXXX cell Thank you XXXX XXXX we received final word from XXXX and XXXX XXXX frontiers response was they admitted we were double billed and said they can not refund us the money because we opened a dispute with the bank, and it was to be handled by frontiers accounting department and Barclays, problem is Barclays ruled against us with a lame reason that has nothing to do with the double charge see below XXXX frontiers admitting that they were wrong copy and pasted below then XXXX Barclays denial for a reason not pertaining to anything with our reasons they said they were denying it because we got on the flights Frontiers email XXXX XXXX From : Care, Customer XXXX Sent : Tuesday, XX/XX/year> XXXX XXXX  To : XXXX XXXX Subject : XXXX XXXX XXXX XXXX Hello XXXX, We have received your correspondence as submitted to the Department of Transportation and appreciate the opportunity to respond. We sincerely apologize for the distressing experience you and your family endured during your recent travel. We understand how frustrating and disappointing it must have been to face unexpected charges, technical issues, and unprofessional treatment, especially while traveling with children and loved ones. It is deeply concerning to hear that the baggage inclusions from your original XXXX booking were not honored, and that you were charged multiple times despite assurances from both airlines. The inability to check in online due to system failures, followed by a penalty fee, only compounded the inconvenience and stress of your journey. We are especially sorry for the lack of support and empathy shown by our airport staff and for the time and effort you had to spend during your vacation trying to resolve these issues. However, we can see that you have filed a charge dispute with your bank for your confirmation code ( XXXX ). Once this happens, we are unable to provide a refund or resolution. The dispute will be settled by our Accounting Team and your bank. It will be necessary for you to contact your bank directly for any updates. Thank you for your understanding. Kindly, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX " " " " " END OF XXXX EMAIL~~~~~~~~ XXXX email copy from XXXX final response from XXXX complaints P.O. XXXX XXXX | XXXXXXXX XXXX XXXX XXXXXXXX XX/XX/year> XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX RE : FXXXX XXXX XXXXXXXX XXXX account ending in XXXX Dear XXXX XXXX : I have received correspondence forwarded to Barclays Bank Delaware ( 'Barclays XXXX ) from the Consumer Financial Protection Bureau XXXX I understand your concerns about a dispute claim on your above-referenced account, and would like to detail the results of my investigation. Our records confirmed that XXXX dispute claims were initiated on XX/XX/year>, for the transactions from XXXX XXXX for {$550.00}, {$220.00}, and {$430.00}, which originally posted to your account between XX/XX/year>, and XX/XX/year>. On XX/XX/year>, chargebacks were processed and provisional credits posted to the account while we contacted the merchant. We received documentation from you on XX/XX/year>. On XX/XX/year>, the merchant provided a response to validate the transactions. Unfortunately, we were not able to pursue this matter further on your behalf due to the merchant not violating the terms and conditions of the sales agreement. As such, the claims were closed, and the disputed amounts were rebilled to your account. We received your reassertion request on XX/XX/year>, and the case was worked. On XX/XX/year>, the case was closed as we were not able to assist you with obtaining a credit to your account as the merchant had not violated the terms and conditions of the contract. Upon receipt of your CFPB complaint, we reviewed all the information available to us. Regrettably, we remain unable to assist based on the following reasons : The merchant provided the flight manifest that shows the services were already rendered ; the passenger boarded the flight XX/XX/year>, XXXX XXXX and XX/XX/year>, XXXX, and XXXX XXXX operated without cancellation ; the passenger did not cancel the ticket and chose to travel on this reservation. The flight manifest showed that the passenger boarded the flight, XX/XX/year>, XXXX XXXX and XX/XX/year>, XXXX. The flight manifest is proof that the XXXX went through the XXXX XXXX XXXX XXXX XXXX ), where they presented the identity document. Any further attempts to dispute these transactions must be made directly with the merchant. Customer service is very important to us, and I regret your expectations were not met. If you have questions, please call me directly at XXXX. My office hours are XXXX am to XXXX pm PT, Monday through Friday. Sincerely, XXXX XXXX of the XXXX XXXX : Consumer Financial Protection Bureau XXXX XXXX Email from XXXX I will reattach all supporting documents again as well as the XXXX emails we just received from the bank and airline our treatment by both the bank and airlines have been horrible and they both refuse to work together to make restitution always coming up with a lame excuse and punting the ball to the other we are also filing complaints now with the XXXX  XXXX attorney general 's office against both bank and airline and our local state and federal representatives also with the XXXX XXXX XXXX XXXX and quite honestly anyone else we can channel XXXX action news XXXX. We have come to the belief that the airlines are acting corrupt and bordering criminal behavior almost like violating XXXX statute, And as for XXXX bank they are acting like they just do not care and too lazy to read the full picture, they keep coming up with XXXX reasons to say no rather than looking at the facts and documents to see the truth that we were fraudulently charged we have repeatedly tried to contact the bank but you have a better chance of getting hit by lightning than to speak with someone familiar with your case. Lastly XXXX ( you can not speak to anyone that knows anything about your problem and forget about complaining to their website it simply does not work ) is also engaging in fraudulent activities with other consumers please see these website links https : XXXX and https : //www.youtube.com/watch? v=PADLahemNTw These clearly show frontier is very less than honest and border line criminal with their activities again, please see the attached documents for the complete information please contact me for any other information needed at XXXX cell Thank you 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