Consumer complaint received 2020-07-21
Company: BARCLAYS BANK DELAWARE
State: MA
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:
Barclay 's Uber Visa card states on it's website that : Once earned in your card account, there are two ways to transfer Uber Cash to your Uber account for Uber services. At any time, you may choose to transfer Uber Cash from your card account to your Uber account by selecting the option to manage your Uber Credit Card rewards when you access the Uber app. Once you have accumulated at least {$50.00} Uber Cash on your card account, Uber will automatically transfer the entire balance of Uber Cash in your card account to your Uber Cash balance on your Uber account. Once your Uber Cash is transferred to your Uber account, you may redeem for Uber services, including Uber rides, Uber Eats orders, and JUMP rides. 

However -- there is no way to " at any time '' transfer uber cash to your uber account. I reached out to support on XX/XX/20 -- -- -- -- -- -- -- -- -- -- -- -- Customer XXXX XXXX via XXXX XXXX XXXX XXXX  Hi Folks, I am having some trouble transferring my rewards to my Uber/UberEats account, even though this card is linked in those accounts. 

The help guide says " at any time, you may choose to transfer Uber Cash from your card account to your Uber account by selecting the option to manage your Uber Credit Card rewards when you access the Uber app. '' What exactly do I click on when I open the app to get the options to " manage your uber credit card rewards ''? Options include : My name, your trips, payment, help, uber rewards, settings. I've tried all of these to no avail -- so if you could provide the exact path, I would appreciate it. 

Thank you! 
-- -- -- -- -- -- -- -- -- -- -- -- -- - Their response : Response Care via EmailXX/XX/2020 XXXX XX/XX/XXXXDear XXXX XXXX : Thank you for contacting us regarding your Uber Credit Card. We can certainly explain regarding the product change on your account. 

Please be advise that automatic redemption is a benefit of the Uber Credit Card and may prompted our system to send an automatic email notification. In line with this, please be informed that once you have accumulated at least {$50.00} Uber Cash on your card account, we will automatically transfer the entire balance of Uber Cash in your card account to your Uber Cash balance on your Uber account. Once your Uber Cash is transferred to your Uber account, you may redeem for Uber services, including Uber rides, Uber Eats orders, and JUMP rides. 

Please be advise that Riders contact Uber through email only at XXXX and their website at www.uber.com. We appreciate your continued business with us. If you have any other questions or concerns, please reply to this message. 

Sincerely, Customer Care -- -- -- -- -- -- -- -- -- -- -- -- -- -- I have found evidence that other cardholders are experiencing this problem too -- and that even at the {$50.00} " automatic '' threshold, money is not being transferred. See the below references https : XXXX XX/XX/ ( Comment from PhanaticalTraveller )

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