Consumer complaint received 2023-07-13
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with rewards from credit card

Complaint:
We use XXXX, a third-party servicers that interfaces with our XXXX XXXX XXXX XXXX XXXX XXXX to help save for our daughter 's college. On the XXXX website, Barclays routinely markets a cash back reward XXXX which earns 1.529 % into the XXXX account " if your XXXX XXXX account is linked to an eligible College Savings Plan ''. 

In XXXX 2023 we applied and were approved for the Barclays XXXX and promptly began to use the card for the cash back rewards into the college savings program. We ONLY signed up for the card to earn the advertised cash back of 1.59 %. 

In XXXX we noticed that the cash back earning rate reflected on my app was showing 1.25 %, so we send a secure message through the app and we prompted to speak with a customer service XXXX We called and spoke with someone and at first they said that I was earning the correct amount and the app was probably reflecting wrong and I insisted that I wanted it to be accurately reported on the app and then they said I wasn't getting the correct cash back rate because I didn't have a linked College Savings Plan on XXXX and I insisted that I did and they told me I needed to contact XXXX because they manage the linkage. I proceeded to contact XXXX and verified that the eligible XXXX XXXX XXXX was linked and the I should be earning 1.529 %. 

I filed an official complaint with Barclays ( ticket # XXXX ) on XX/XX/2023. I let a couple months go by and the cash back rate hadn't changed on Barclays app and I didn't see any funds retroactively post. In XXXX asked for an update to my complaint because I had gotten a feedback email that made it seem like my issue was close/resolved and they created another ticket ( # XXXX ). I have subsequently received customer service feedback request and emails asking me to link my college savings plan to get the higher rate 1.529 % ; however, when I log on to check the linkage it's still shows that the eligible XXXX plan is linked. 

I have followed up with Barclays XXXX XXXX and to date I haven't gotten any retroactive funds posted, my app hasn't changed to reflect the correct earning rate, and I haven't gotten any update from Barclays on what is going on with this issue. I am concerned that I'm not the only XXXX in this situation and their XXXX be some systemic programing issue between XXXX and Barclays. Barclays should conduct and audit to identify those impacted and ensure that everyone gets their retroactive funds back. I personally would like for them to credit me all my earned rewards immediately dating back to XXXX XXXX  The opportunity value of these have been lost ; these funds could be working hard in the stock market ( XXXX Plan ), not sitting on Barclays XXXX not benefiting me. I want all my earned funds back and my account recoded to earn the correct amount going forward. I have had my XXXX Plan linked to XXXX for many years, so this issue makes no sense to me.

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 monetary relief