Consumer complaint received 2021-06-30
Company: BARCLAYS BANK DELAWARE
State: OH
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:
I've had a XXXX  XXXX Mastercard from XXXX XXXX for many years. I have not taken money from the rewards program for over 5 years when I took out {$990.00} dollars and had over a thousand dollars left in the account. I've been trying for over a year to redeem the accumulated money, but have been unable to access even the amount. We see on the website that we have about {$8.00} but every credit card says that we are credited between {$40.00} and {$90.00} dollars, as I pay almost everything I can in order to accumulate rewards. One issue is that there's been lost cards, and fraudulent charges on our cards, and we've had new numbers issued to us. The method that I used to withdraw money in XXXX was all done on the phone. Recently, I have opened a formal complaint with XXXX  XXXX XXXX XXXX because for the last year the calls were directed to an offshore call center, people barely spoke English and never actually helped me. My husband recently spoke to customer service in the US but although they promised to help us, and seemed for the first time to know how to do so, they have not. After more promises, and nothing done, not even noting previous conversations, finally I am contacting you in an attempt end the run around. My husband was promised resolution in first a week, then 24 hours and after no information today, the woman on the phone said 30 days, then changing it to 30 business days and everyone uses the pandemic as an excuse. The most recent reason this can not be resolved is that XXXX  XXXX has been closed and hasn't reopened. The number we have been calling is XXXX XXXX XXXX XXXX for the US representatives, that are fluent in English. We've spoken to XXXX on XX/XX/XXXX. She said that resolution would take a week. The next person we spoke to after a week was XXXX, who said that it would be fixed in 24 hours. That was Monday XX/XX/XXXX. Yesterday we spoke to XXXX, who said that there was no information about the conversation with XXXX, other than she spoke with us. We were promised a return call today that never came, so we called again. Today we spoke to XXXX, she was unable to find any case number, from the case supposedly opened by XXXX. She said XXXX  XXXX was called yesterday but there's no information, because XXXX  XXXX hasn't responded to them, and to wait another XXXX business days. So apparently XXXX  XXXX really isn't closed, it's that either people at the customer service department were not telling the truth, too unhelpful or lazy, or possibly not proficient with English to actually help. But my oldest son has gone to grad school, my youngest has gotten an XXXX XXXX and taken classes towards a BA and we're not able to get reimbursed, or access the accumulated rewards that should be well over {$5000.00}. I'm going to put my name and phone number in the text here so that I can be contacted, even though it might be in other places. I am not sure if I should put my credit card number in this account, ( and in the interest of caution, I won't ) because I have had past problems both with this credit card and our savings account ( which was annoying but resolution took only a few weeks to resolve. ) We have an excellent credit score, so that can not be the issue. 
Thank you XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Ohio XXXX ( XXXX ) XXXX landline ( XXXX ) XXXX my husband 's cell

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