Date Received: 2020-09-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Complaint Explanation 1- On XX/XX/2020, I had purchased an airline flight ticket using my Barclays Bank credit card for ( {$700.00} ), through the merchant ( XXXX ) ; my flight was scheduled on XX/XX/2020 on XXXX XXXX Operated by XXXX XXXX . ( Document No. 1 ) 2- Then, on XX/XX/XXXX, due to fears of an outbreak of the Corona epidemic specially in XXXX where the flight would transit, I had decided to cancel The flight thru the App. of XXXX XXXX and the flight was indeed canceled on that day. ( Document No. 2 ) 3- In the same day, an email issued by XXXX XXXX XXXX that they had received my request of cancelling the flight and that the cancelation is acknowledged. 4- Then, since I couldnt reach www.mytrip.com over the phone as they never answer, I sent them an email and asked them to give or send me a flight-cancelation confirmation email. However, they replied to my email saying that our records shows that the flight is not cancelled and that they do not recognize the cancelation of the flight by the XXXX itself!!! XXXX So, I asked XXXX again via email to assure the cancelation of my fight, which processed by XXXX XXXX and obtaining a refund. But they had completely refused which is against their own flight-ticket-purchase terms and conditions. ( Document No. 3 ) 6- XXXX and I have been exchanging emails for over two months trying to get a proper refund of my purchased flight ticket, but unfortunately with no use or success. 7- Therefore, I had to file a dispute/complain to my credit card issuing Bank Barclays Bank , on late XXXX, 2020. 8- Barclays bank did not accept my dispute case for 3 times for no reason nor reasoning. Even though XXXX XXXX has twice confirmed to me, by mail, that they have refunded the flight ticket value back to the merchant in XX/XX/2020 Hereafter is a list of all the enclosed related/supporting documents : - A copy of the electronic ticket issued by ( XXXX XXXX ) with the same flight data ( Document 4 ) - An email issued by the XXXX XXXX, the flight operating XXXX, confirming that the price of my ticket had been refunded to the merchant on XX/XX/2020, at the end of the same month in which the flight was canceled. This means that the merchant had kept my money for itself for more than six months. However, the merchant has lied several times, at its emails, saying that they has not received the money so far from the XXXX and kept blaming the XXXX. ( Documents 5,6 ) - The cancellation policy for refund that have been agreed upon and contracted with the merchant. And which the merchant has violated the terms and conditions on his part. ( Document 7 ) - An email sent to me from the merchant confirming that they are going to refund me my money and that they will deduct all related fees, They also have confirmed the cancellation of the ticket. ( Document No 8 ) - An e-mail sent to me from the merchant on XX/XX/2020 confirming, for the second time, the cancellation of the ticket. And they had confirmed their request to the Airlines to refund the money. The merchant has also asked me not to try to contact them in any way until I receive another notice about my case. ( Document 9 ) - An e-mail sent to me from the merchant on the end of XX/XX/2020, since which they start lying to me whereas at this time they had already received the refund from the XXXX company. The merchant also kept blaming the XXXX company for the delay and kept promising me to return the money to me as soon as it is transferred to them from the XXXX. For the second time, they asked me not to try to contact them in any way until I receive another notice from them regarding my case ( Document 10 ) - An e-mail sent to me from the merchant on the same previous date, XX/XX/2020, which contains lies as well. For the third time, they asked me not to try to contact them in any way until I receive another notice from them regarding my case ( Document 11 ) - An e-mail sent to me from on XX/XX/2020 in which they continued lying. For the fourth time, they asked me not to try to contact them in any way until I receive another notice from them. ( Document 12 ) - An e-mail sent to me from the merchant with more lies on XX/XX/2020, and again, they asked me not to try to contact them in any way until I receive another notice. ( Document 13 ) - An e-mail sent to me from the merchant on XX/XX/XXXX, For the sixth time, for some reason, they asked me not to try to contact them in any way until I receive another notice from them. ( Document 14 ) - When I tried to communicate with the merchant repeatedly, specially because I knew for sure that they had recovered the money from the XXXX company as the airline informed me of that. ( Document 5 ) - Afterwards, they answered me " reluctantly '' that they have considered this matter closed and the reason is that because I did not communicate with them for 60 days!!!!! ( Document 15 ) - As I had no other option but to file a credit dispute claim to my credit card issuing bank " XXXX '', the merchant told me that I would not be able to get my money as I dared to file a file a complaint against them to the bank. They threatened and blackmailed me mentioning that if I wish to recover my money, that bank complaint submitted against them must be waived first ( Document 16 ) - The strange thing about that matter is that my bank ( Barclays ) did not stand by nor supported me, unlawfully. The bank disavows its duty to protect the money of its customers. - The bank ( Barclays ) closed my dispute ( case ID : XXXX ) against the merchant three times without a genuine nor a reasonable reason since I started my dispute, despite my desperate attempts to prove my right and return the money. - If my bank " Barclays '' just once has tried to thoroughly read out the documents that I had sent to them, they would have been more able to get to the truth. - Attached is a copy of the bank 's response with the reasons for closing my case ( document 17, 18, 19 and 20 ). These reasons to close my cases are all incorrect and false.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: This is my 2nd complaint to the CFPB in this regard ( XXXX ). My previous one was closed without proper resolution. I have issues getting a companion certificate that was issue earlier this year. I have now filed 3 research tickets with your phone support team with no resolution. ( Internal case number XX/XX/XXXX # XXXX, XX/XX/XXXX # XXXX XXXX. According to the rep, no one has responded to the prior 2 research tickets The below is an excerpt from the letter sent to me from my last CFPB ticket. I was told a copy of my certificate could be printed from my online account. I signed on and was not able to find it. I called the number in the letter and they were not able to find it as well. They apparently were able to sign into my account ( emulating my access ) and was not able to find it either. I called on XX/XX/XXXX at XXXX CST. I specifically spent extra on the card to meet the threshold. I now have a 3rd research ticket. Can someone please help me? Barclays letter to me dated XX/XX/XXXX : Dear XXXX XXXX : I am in receipt of correspondence forwarded to Barclays Bank Delaware ( Barclays ) from the Consumer Financial Protection Bureau. I understand your concerns about the companion certificate, and will detail the results of my investigation.In review of your correspondence, you stated that you previously requested a copy of the companion certificate. Regrettably, I am unable to substantiate your claim. According to our records, we have not received any requests from you regarding a replacement companion certificate. As a goodwill gesture, the companion certificate expiration date has been extended to XX/XX/XXXX. You may confirm this action by visiting our customer website at XXXX. Here, you will also be able to print a copy of the companion certificatefor your records. I regret any inconvenience this matter has caused you. If you have any additional questions that we can assist you with, please contact our Customer Care team, where a representative will be able to assist you 24 hours a day, 7 days a week at XXXX, XXXX XXXXOffice of the PresidentCC : Consumer Financial Protection Bureau
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: TX
Zip: 750XX
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Trouble using your card
Subissue: Credit card company won't increase or decrease your credit limit
Consumer Complaint: This company reduced my credit limit by more than 50 %. I want my {$5200.00} limit restored.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 08043
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I was making regular payments to my CC - XXXX Master Card issued by Barclays. I was told that because of job loss as per Covid, I could make regular payments until I was gainfully employed and can resume full monthly payments. The issuing bank, raised my rates and canceled the card this month. If needed I can supply account numbers, SS # and payment statements. I have had this card for over 12 years.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 11222
Submitted Via: Web
Date Sent: 2020-09-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We bought a ticket on XXXX on XXXX XXXX from NY to XXXX. The ticket was somehow booked through XXXX XXXX, dates XXXX, XXXX XXXX, XXXX. This flight was cancelled due to Covid19 back in XXXX. This ticket was actually refundable even before Covid19 with a {$150.00} penalty. The total price for this ticket was {$1000.00}. For some unknown reason XXXX divided this round trip ticket into two separate one way tickets ( {$550.00} and {$480.00} ), so at maximum the penalty would be {$300.00} for the refund in normal circumstances, even without the Covid19 cancellation. However, I did not receive anything so far, even though they keep telling me that they will give me a full refund. I made many, many calls to XXXX, sent emails to the supervisors, to XXXX XXXX, CFO and XXXX XXXX, CEO, gave them my bank info ( for some reason XXXX can't return money back to my CC account? ) but it is not going anywhere. I was told that XXXX tried to reach XXXX airlines but was also unsuccessful. Finally I filed a dispute request on XXXX, XXXX with Barclay CC by which I paid for the ticket. They issued a temporary refund but it was reversed a few days ago. So now I am back to square one- have no refund at all. Please help to resolve this issue.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 12309
Submitted Via: Web
Date Sent: 2020-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/2020 at XXXX XXXX ET I received a text message Fraud Alert from XXXX XXXX ( Barclays ) informing me that a charge for {$1600.00} at XXXX XXXX XXXX was approved on my account and prompted me to verify if this charge was valid or fraud. I immediately contacted XXXX and informed them that I had not made the charge and requested that they also close the credit card account. On XX/XX/2020 a letter was issued to me from Barclays informing me that " the account has been closed due to suspicious activity and is pending an investigation. '' On XX/XX/2020 a letter was issued to me informing me that " this letter confirms that the fraud investigation has been completed ... After conducting our investigation, we have determined that you are not responsible for the reported fraudulent activity. '' On XX/XX/2020 a letter was issued to me informing me that " Our research has indicated that the transaction ( s ) is valid. The transaction ( s ) has therefore been placed back on your account. '' After receiving this letter on XX/XX/2020, I immediately called the number provided for the Fraud Investigation department ( XXXX ) and spoke to XXXX ID # XXXX She informed me that their investigation showed that the vendor was able to prove that the charge was credible, but would not tell me what exactly that meant. She went as far as to suggest that I just didn't remember making the charge. I requested to speak to a supervisor and was told by her that she would put in a request to have someone call within the next 7 to 10 days. I tried calling another phone number for Barclays customer service and was routed back to speak with the same person XXXX XXXX XXXX in the Fraud Investigation department.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2020-09-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Barclay Bank Delaware # XXXX is reporting lates on XXXX XXXX XX/XX/2020. Due to unforeseen circumstances surrounding the pandemic of COVID19 & the lack of hours provided by my employer, I was severely financially impacted. I have had an account with you for a very long time and plea with you as a one time courtesy to remove these lates off my credit file. Also, DO NOT put a dispute notation on my credit report please.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: UT
Zip: 84121
Submitted Via: Web
Date Sent: 2020-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: We scheduled and paid for in for a trip to XXXX XXXX And paid the Full amount of {$5600.00}. The trip was scheduled for XX/XX/2020, The trip was never taken and when we went to reschedule our trip we found out book it was out of business they took our money and services were never rendered. We sent a letter to the credit card company on XX/XX/2020 requesting a refund And Barclays Visa denied our dispute. Please help us rectify this situation and get our money back for a vacation that was never taken
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NJ
Zip: 070XX
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-14
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: In XXXX and XX/XX/2020, Barclays Bank of Delaware reported me 60 days past due on my credit card account. I don't frequently use this card, and never received a statement. Due to the COVID-19 pandemic, I was staying at my house in North Carolina, but I had my neighbor checking my mail multiple times per week. No printed notices were received. Furthermore, I received no phone calls, emails or text messages from the bank notifying me of my past due status. The amount was for only {$75.00} and has caused me material financial harm by lowering my credit score almost 100 points. I brought the account current, and I keep getting the runaround from Barclays on how to fix this problem. I am asking that past due entries be deleted, and my account reported as " current '' for the months it was reported as past due. Not only did I not receive statements, I also believe the bank did not make reasonable efforts to contact me via phone call, email or text message especially in light of the exigent circumstances related to the ongoing pandemic.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2020-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-09-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I ordered a bicycle online on XX/XX/XXXX. I got the shipping confirmation, but the bike never came. I attempted to contact the merchant unsuccessfully ( no phone number, invalid e-mail ). I tried to file a fraud complaint with XXXX but was unable to ( it was not on my XXXX account ; I could not get a person on the phone ). I entered the USPS tracking number provided on the shipping confirmation and that was bogus, too. It said the item was received XX/XX/XXXX, two days before I ordered it. I checked my Barclay 's statement, the charge was on there, so I filed a fraud claim with them ( online XX/XX/XXXX followed by the attached letter on XX/XX/XXXX ). I received a letter acknowledging my dispute and tried unsuccessfully to call them several times in early XXXX, so I sent the letter on XX/XX/XXXX. I just received my XXXX statement and they put the disputed charge back on my account. I have heard nothing from them, nor can I reach them. I disputed the charge again yesterday on line and tried calling again today.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A