Consumer complaint received 2017-06-08
Company: BARCLAYS BANK DELAWARE
State: CA
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:
The issue I have is with a Frontier Airlines credit card. OnXX/XX/XXXX, my wife and I were on a Frontier flight from XXXX XXXX, XXXX XXXX to XXXX. The flight attendant announced that they had a promotion going on. If we applied for the Frontier credit card, we would receive XXXX miles in addition to the miles from the trip we were on. The requirements were to pay the annual fee and use the card once. We asked for an application and filled it out.
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Once we got the statement in XX/XX/XXXX, I paid the annual fee and used the card once. I accidentally paid the annual fee twice, and ended up using the credit card to use the credit from the second payment of the annual fee.
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I never received the points. I called several times and wasted a lot of time on the phone being transferred to different departments. I was told to wait 6-8 weeks to see the points. Months would go by, and I would call again and I was told to wait 6-8 weeks. XX/XX/XXXX came and I called again regarding my points, I was told I need to pay the annual fee again and that this time I would get my points. I paid the annual fee and waited 6-8 weeks. I had hope that this time I would get my points, but I was disappointed. To be honest, I would have kept calling and trying to get my points, but my wife was feed up with this, and urged me to cancel the account. She told me we needed to cut our losses. We had already been tricked into paying one annual fee and that this year they were n't going to keep our money. In XX/XX/XXXX, I called to cancel the account and the representative was still trying to waste my time trying to figure out what happened to my points. I had to hand the phone to my wife because, unlike myself, she had no faith in the company. Honestly, if it was up to me, I would have been tricked into giving them more time and let them keep stealing my money. My wife told them we needed to close the account and have our annual fee reimbursed. She told them that if they were n't willing to reimburse our annual fee, she would go through our bank and have them reimburse it. The representative closed the account and told her it was okay if we had the annual fee reimbursed through our bank.
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My wife went to our bank, explained the situation, and filled out a form. Within a couple days our bank reimbursed the money we had paid for the annual fee. A few days ago I got an email from Frontier. The email was a statement saying I had to pay the annual fee. I called and told them the account was closed and that I was n't going to give them a dime because I never received the points and did n't use the card this year. My wife and I spent 2 hours on the phone. Again like all the other times the representative was trying to " figure out '' why we never go the points. My wife was furious. She told them at this point that did n't even matter. We were calling about the charge of the annual fee. She asked to speak to a supervisor. The supervisor did n't seem to understand why we did n't want to pay the annual fee. I mean you have to be really crazy to want to pay for something you never received. At the end of the two hours, we did n't come to a resolution. The supervisor insisted she saw the points in our account, and that we had to pay for the annual fee. Btw, we had gotten the " I see the points in your account '' before. That 's great except how were we going to use the points if we did n't see them in our end? Wish we would have read the multiple reviews online complaining about this company before doing business with them.

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