Consumer complaint received 2015-07-28
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Credit card
Issue: Rewards

Complaint:
Summary : I signed up for a XXXX credit card issued by the Barclays Bank Delaware. As a new customer, I was supposed to receive a reward of XXXX miles for opening the account after meeting certain conditions ( see below for details ). The bank did not credit me these miles. I reviewed the terms and conditions, and I fulfilled all the requirements for getting the bonus of XXXX miles. I called the bank and spoke to several representatives ( XXXX, XXXX XXXX, as well as her supervisor ). I read them the terms and conditions, but their unanimous response was " this is not how we do it ''. 

Details : The terms and conditions of the XXXX credit card ( issued by Barclays Bank Delaware ) state : '' Premier World XXXX MasterCard cardmembers will receive XXXX bonus miles upon the first use of your new Account for a purchase and after the annual fee ( if applicable ) has been paid. All Welcome Award miles will be credited to your XXXX account at the close of the XXXX billing statement in which the purchase has posted and after the annual fee ( if applicable ) has been paid. The annual fee is considered paid when the cardmember makes payments greater than or equal to the disclosed annual fee. Welcome Award miles are available to new cardmembers only '' I opened the account on XXXX/XXXX/2015. I am a new cardmember, and I had never been a cardmember before. The close of the XXXX billing statement was on XXXX/XXXX/2015. Between XXXX and XXXX, I made several purchases. I also made payments in the total amount of several XXXX dollars. Hence, I made payments greater then the annual fee ; hence, the annual fee is considered paid as per the terms and conditions. 

Since I met all the conditions outlined in the terms and conditions, the XXXX bonus miles for opening the account should have been credited on XXXX. The supervisor I talked to confirmed that I had both made the required purchase and had made payments in the amount of several XXXX dollars, which is greater than the annual fee. However, they claimed they would n't credit me the XXXX miles until the annual fee posts some time in the future. This requirement is not contained anywhere in the terms and conditions. It is frustrating to me that a bank representative tells me directly that they do not follow their own terms and conditions. I am relying on these bonus miles to book a flight and would like them credited immediately. 

To avoid misunderstandings : I received a reward of XXXX miles for spending {$5000.00} on purchases. This reward was credited correctly. It is not the reward I am talking about ( I am talking about the reward of XXXX miles for opening the account which is independent of the XXXX miles bonus for spending {$5000.00} ). 

Both the representative that I first spoke to ( XXXX, ID XXXX ) and her supervisor were not understanding of this frustrating situation, were not willing to resolve it, and did not treat me with respect. The bank should abide to what is stated in the terms and condition at the time of opening the account. Failure to do so is deceptive towards the consumer, something the government should take seriously.

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation