Consumer complaint received 2017-09-26
Company: BARCLAYS BANK DELAWARE
State: MN
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 XXXX XXXX, XXXX, I had a qualifying purchase post to my account for {$2300.00}. This was a purchase for XXXX Cruises on my XXXX credit card, which is a rewards card for XXXX XXXX lines. The rewards program allows the cardholder to redeem points for statement credits on qualifying purchases. Purchases with XXXX XXXX XXXX specifically are entitled to a greater rewards period, allowing for XXXX the point value depending on the qualifying purchase amount. This purchase amount qualifies for XXXX times the value, so a substantial statement credit of several XXXX dollars. 

XXXX has been having significant issues with this rewards program. They made changes to it XXXX which were properly disclosed ) in XXXX and the program has been broken ever since. Purchases from XXXX do not flow over to the rewards redemption portal for processing. I personlly know this to be fact for XXXX reasons : First, I have experienced this problem before ( see their case XXXX initially opened on XXXX/XXXX/XXXX - which was not resolved until XXXX days later XXXX, XXXX ; There is a discussion forum online XXXX XXXX XXXX dedicated to issues with this rewards program with XXXX and XXXX. 

XXXX states that it can take up to 7 days for eligible purchase to populate in the Rewards portal for point redemption. 

Knowing that I was going to have a battle on my hands based on my prior experience, I opened a case with their customer service team on XXXX/XXXX/XXXX indicating that my qualifying purchase was not available for rewards redemption. I received back a canned response. I inquired in to the status of the case on XXXX and received another canned response. 

Today, XXXX. I received notice in the mail that the matter had been resolved, which is false. The qualifying purchase is still not available for me to redeem points against at XXXX times their value. Because the rewards program is not transparent ( points are redeemed in tiers and this is not clearly disclosed in the program description ), I can not clearly state a firm dollar amount of what the credit should be, but with my purchase of {$2300.00} I know it will be a statement credit of several XXXX dollars. We have been cardholders for years and, until they changed the program, have a history of redeeming points for similar amounts that exceeded {$600.00} in rewards value. This is a substantial amount of money we 're owed via a statement credit. 

Because of my inability to redeem rewards points against a qualifying purchase, I am carrying a higher balance on my card than I otherwise would be. This is resulting in the account accruing interest at an APR of 11.24 %. We have been harmed by the accrued interest, unclear program disclosures, and a rewards program that does not function as disclosed. 

Once again today ( XXXX ) I have inquired in to the status of my open case and DEMANDED that they resolve the matter as we are approaching 30 days from the date of the purchase. I also notified them that I would be filing this complaint.

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