Consumer complaint received 2021-10-13
Company: BARCLAYS BANK DELAWARE
State: OK
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:
I originally called on XX/XX/XXXX to request a new card for my husband, as his was worn out. I saw when I called that there was a charge on my account for {$200.00} from a store that I have no knowledge of. I told them that when I called that this was not my charge. She then said she would turn this into security and issue me a new card and send my husband his duplicate. I could NOT access my account online after this phone call was made. I then received a new card in the mail to me, not my husband. My card was the same card that had the fraudulent charge on it. So I couldnt use this card. And no card for my husband. I called again, only this time it took hours to get thru to someone at night on a Saturday night.. she promised she would overnight my cards to me on Monday so that we would receive on Tuesday. I did in fact get the cards, but I couldnt go online to activate, nor access my account in any way. I called again and again and again and the phone either doesnt answer or you get put on eternal hold and Im talking over 2 hours on hold. So of course you give up. My husband then called once again and nothing could be resolved. So then I write them a letter, because I cant get online to complain and still nothing. That letter was sent on XX/XX/XXXX. During this time, I repeatedly would try to call and get resolved, and still nothing. So then my husband called once again on XX/XX/XXXX to resolve and was on the phone for 2 hours and 30 minutes and still no resolve to the issue. We did get the last 2 months statements sent to us via email on XX/XX/XXXX, but can not pay online nor access my accounts. We paid the minimum due over the phone, because we cant see what has been charged since XX/XX/XXXX. On the statement they emailed, it still shows the fraudulent charge, with no credit or anything done on that. Then we also made some travel charges that we can use our points for, but we cant because we can not get online. I have requested by phone over 3 weeks ago to send me my bills in the mail, which they didnt do. We have over $ XXXX points that we would like to use for travel charges, but they wont let me online. They dont answer the phone, when they do, they put you on hold forever and NOTHING gets resolved. They are holding my points and my account hostage with no access to whats been charged, and wont let me online, they wont apply my points to hotel charges, its a complete and total disaster. NOT ONE PERSON HAS HELPED and we are going on 6 weeks of phone call after phone call, numerous hours of empty promises and I understand and am so sorry. Over and over and over again. This company should be shut down. These points are the sole reason we used this card. And its like they are stealing {$2300.00} out of my pocket. Ive saved these points for years and now they wont let me use them or access my account. Ive written to the XXXX XXXX XXXX and my state attorney general now you. This is beyond my comprehension that this company gets away with this with no avenues for the customer to get their bills, see what was charged, refund the charges of fraud and wont let me use my points. This should be against the law for this company to be open. 

I sincerely hope you can help me with this, as we are absolutely exhausted all efforts with Barclays

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