Consumer complaint received 2020-09-25
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:
Hello, Im writing in regards to my disagreement with XXXX XXXX and Barclaycard. In late XXXX Barclaycard announced that it would be dropping its maximum EQD ( Elite Qualifiying Dollars ) from XXXX per year to XXXX per year ( after XXXX spend ) for its consumer aviator mastercard. At that time I was notified by both XXXX XXXX XXXX XXXX and Barclays personal and business cards customer service, that if I open a business aviator card with Barclycard I would be entitled to XXXX EQDs after a $ XXXX spend and could combine the maximum XXXX EQDs for each card to total XXXX EQDs for the XX/XX/XXXX year. I applied and was approved for the business aviator card late XXXX. 

In XXXX I continued my spend as promised and by XXXX I had met the requirements on the personal aviator and XXXX XXXX  had been transferred. On the business card I have met my spend by XXXX and they sent a letter to XXXX  to notify them of my requirement. I never received the XXXX EQDs from the barclays business aviator card, which was the sole purpose of opening the card in the first place. I was assured throughout XXXX by both XXXX  and Barclays that I would be receiving EQDs from both cards. Because they did not post the last XXXX EQDs. I missed out on Executive Platinum Status which is the top tier status. 

In XXXX I continued to follow up with Barclays and XXXX  as they kept putting the blame on each other. XXXX  said that it was in Barclays hands and Barclays said that it was in XXXX   hands. No one was of help and although several XXXX  customer service agents sympathised with me and said they would escalate the issue no one executive from the program reached out personally as I had requested. I got boilerplate emails saying that I didnt meet the qualifications but in fact I had met the qualifications and fulfilled my duties of credit card spend and flights. XXXX  also stated on their website sometime in XXXX they changed their rule so that you can only earn a maximum of XXXX EQDs across all of their branded cards. This was not the case when I applied for my aviator business card nor was I given any notice of this change via email or post. At the time of my application and discussions with XXXX  and Barclaycard at the end of XXXX I was assured that I would receive XXXX EQDs from each card for a total of XXXX EQDs for XXXX and this was confirmed to me throughout the year ( XXXX XXXX as well. I fulfilled my obligation. 

As a single parent with a XXXX year old XXXX  Im quite busy at the moment taking care of so it has been a challenge to find time to sit down an write a comprehensive email. 

I hope that this issue can be resolved and my Executive Platinum Status and benefits issued and reinstated as rightfully earned. Most recently Barclays Business Aviator customer service waived the annual fee in order to get this issue resolved and then a supervisor stated that if I close the account I would get my original annual fee refunded from when I opened the card. Recently when calling customer service they continued to give grief and state they would refund the money and then the backtracked. When asking them about call logs from my interactions with customer service Barclays stated they have no records of customer logs. It has been a very stressful and unsatisfactory situation dealing with both XXXX  and Barclaycard and their ultimate form of misleading customers in order to obtain business. I should be compensated for the amount of money I have had to spend on their cards to achieve status that I was promised but never received. 

I thank you for your time and understanding in this matter and look forward to speaking or hearing from you. 

Best wishes and stay safe.

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