Consumer complaint received 2022-01-23
Company: BARCLAYS BANK DELAWARE
State: NY
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:
Dear Sir/Madam I opened an account with Barclays ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) in XXXX of XXXX. The account came with a promotional offer of XXXX skywards points if I had spent {$3000.00} within 90 days of opening. There was also and a tier bump to silver status. All of this for an annual fee of {$99.00}. See Exhibit A. 
From the opening of the account, I noticed that the Barclays and XXXX accounts would not werent linked. The tier bump and the rewards couldnt be transferred because of this issue, but Barclays had already charged the account the annual fee ( {$99.00} ).

I called Barclays right away and was informed that I needed to wait for a billing statement period before the automated system would link both accounts. 
By XX/XX/XXXX the link never commenced so I informed Barclays and XXXX about the problem XXXX representative didnt know what the promotion was or even what Barclays is and informed me that I would have to get in touch with the bank so they could inform XXXX of the tier change to silver. 
I called Barclays again and conferenced in with XXXX to resolve the matter. Barclays requested that XXXX send over my XXXX. XXXX informed them that they couldnt send documents over to Barclays. They verbally repeated my XXXX number on the phone and e-mailed me the number and not Barclays. After the conversation I was given a Barclays reference number XXXX and was told by XXXX that they do not have reference numbers but the communications are noted and recorded for references. 
After several months of waiting and calling XXXX and Barclays ( which I have phone records of ) I received no communication from XXXX even when the representatives said they would get back to me within two ( 2 ) business days. 
On XX/XX/XXXX, I called Barclays, since XXXX had never returned a call, to ask the status of the situation. I was told that the two accounts had been linked but they didnt know why the rewards were not being transferred over with and why my XXXX tier did not change to XXXX with XXXX. I was again given a Barclays reference number XXXX and was told to wait XXXX ( XXXX ) business days for it to resolve. 
I again tried calling XXXX and this time XXXX did respond via e-mail stating that they do not have a request from Barclays to link the accounts. See Exhibit B.

I forwarded Barclays the e-mail from XXXX and Barclays informed me that this was not true and that they have requested information from XXXX and they were resolving the issue. 
On XX/XX/XXXX I again called Barclays to request a status update on the matter. The representative informed me that it usually takes 30 business days to resolve the matter. I informed them that I have been waiting since XXXX, the beginning of the account being opened and did not mind another two ( 2 ) weeks but I did want this to be resolved or I would be filing a complaint with the Consumer Financial Protection Bureau ( CFPB ). 
On XX/XX/XXXX I called again Barclays to find out the status and they informed me that they do not have an update on the account and they had lowered my credit line from {$2100.00} to {$800.00}. I informed the representative that since I have been waiting XX/XX/XXXX to have this resolved now I was going to file a complaint with the ( CFPB ). 
In XXXX of XXXX, I called Barclays to check the status of the issue since it wasnt resolved. They informed me that they have customers with the same issue and they do not yet have a work around. He understood that the problem has been an issue since XXXX of XXXX.

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