Consumer complaint received 2019-10-25
Company: BARCLAYS BANK DELAWARE
State: NC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
Hi, On XX/XX/XXXX, I was approved for the Barclay 's XXXX XXXX card and received a sign up offer of XXXX miles for {$5000.00} spend in the first 3 months. Due to inconsistent messages from Barclay 's agents and an unfortunately timing of a chargeback, Barclay 's has denied me this sign up bonus. 

[ Referencing Message Confirmation Image ] On XX/XX/22, I asked if I had reached the spend for the bonus ( Barclay 's didn't offer an exact tracker for the bonus- the closest thing was the spend analyzer. I wasn't sure if it was updated quickly/accurate for purposes of checking on my bonus so that's why I msg 'd to double check ). The agent 's reply was yes " providing that the transactions are not later rescinded or returned '' ( 2nd paragraph ). 

[ Referencing Initiating Case Image ] I replied to the agent asking about a chargeback situation. Basically, over the summer, a bartender wrote an extra {$20.00} tip ( in addition to the automatic gratuity ) and I immediately contested a chargeback. Barclay 's only accepts fax or mail so I mailed in the receipts/evidence. This process took incredibly long to fix on Barclay 's side and eventually they send in a letter [ Referencing XXXX XXXX Image ] saying that they'll provide a credit for XXXX XXXX-the amount disputed. 

However, Barclay 's ended up refunding the entire transaction of {$170.00}. And this reversal was processed 2 days before the deadline for my 3month sign up bonus. Seeing that, I worried that Barclay 's would count this against me. I called a representative a few days later and she confirmed that I indeed will not receive the bonus due to this chargeback. Because she couldn't do anything about it, I wanted to escalate this to someone else who could help me resolve this and so the agent opened a case for me. 

[ Referencing Final Resolution Image ] and [ Statement with XXXX  Image ] After not hearing back for weeks, I reached out for an update. The message said that I didn't qualify for the bonus due to 2 returns : the chargeback and another one for {$160.00}. I remember this XXXX return but I want to note that this was done back in XXXX - XXXX. The statement for this came out on XX/XX/XXXX or XXXX. 

When I doubled check on the bonus, it was on XX/XX/XXXX. I should've been informed that no, I didn't hit the minimum spend required then. ( I had assumed that I spend enough to cover the XXXX refund and the chargeback for XXXX was the only issue preventing me from getting the bonus. ) Plus, they did nothing to address the issue with the chargeback. I don't think it's fair that 1 ) Barclay 's send a physical letter saying a credit for {$20.00} when they didn't do that and 2 ) taking a long time for processing the chargeback and putting it on my account 2 days before the min. spend deadline. 
-- In summary, the communication by Barclay 's were essentially false statements that mislead me into believing that I had completed all tasks to qualify for the signup when I did not. In addition, the manner they've handled a chargeback impeded my ability to qualify for the sign up bonus. 

Thanks for taking your time to read this, K

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 non-monetary relief