Consumer complaint received 2020-04-21
Company: BARCLAYS BANK DELAWARE
State: NV
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:
On XX/XX/XXXX, shortly after treasury requested banks free up additional liquidity to consumers, Barclays bank cancelled my card, ending in XXXX, with no late or missed payments in the years I have been a card holder. 
I contacted Barclay 's multiple times, but wasn't able to wait put their hold period until XX/XX/XXXX. The call itself lasted less than 15 minutes, the total duration including hold time was 6 hours 35 minutes. This entire call I have a recording of. 
I explained that I have been a good customer and was attempting to get my account reinstated, and was told I needed to write a letter. I then inquired as to the amount of time I had to redeem my points. After a brief hold, the representative told me I had 60 days to do so, which would be the middle of XXXX. I planned on using the points towards travel if I was able to successfully get the card reinstated, or for gift cards if I was not as the travel statements credits are only usable if the card is active. The points, which totaled XXXX have a value of {$3400.00} when used for travel credits, or {$1600.00} when redeemed for gift cards. Hence my desire to wait a little bit to see if I could get the card reactive and use the points for travel credits as opposed to pulling the trigger and redeeming them for the gift cards. I had been saving these points up for years. 
Unbeknownst to me, the points were then cancelled the day after I spoke to this representative. 
I wrote the letter to Barclay 's on XX/XX/XXXX, and after not hearing a response for over a week, called to follow up on XX/XX/XXXX. Again, the call duration consisting almost entirely of hold time totaled 6 hours 23 minutes. That call I also have a recording of. 
During my hold time, I went only my account to discover the point adjustment on XX/XX/XXXX that left my point balance at 0. When I finally spoke to a representative, they told me I had to write another letter. I explained that I had already done so, and was escalated to a supervisor. The supervisor effectually told me the same thing, and would not put someone on the phone who had any authority to help me. 
I am very frustrated, and feel they are running out the clock on the 60 days I would, by their own rules, have to redeem my points. Perhaps they plan to get back to me just after that time has elapsed and state that since it has been over 60 days, that there is nothing that can be done in regards to to the points. So, I'm turning to the Consumer Financial Protection Bureau for assistance. 
Documents and files available upon request : Letter from Barclays dated XX/XX/XXXX stating the account t was closed. 
Audio files of the calls to Barclays on XX/XX/XXXX and XX/XX/XXXX Letter from me to Barclays dated and sent XX/XX/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 monetary relief