Consumer complaint received 2021-04-27
Company: BARCLAYS BANK DELAWARE
State: MI
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 opened a XXXX card in XXXX and had no problem receiving rewards in XXXX and XXXX. The credit card and rewards program is under control of a new bank, Barclays, I'm trying to obtain the recent rewards for a relative who will be attending college and the company initially said that I did not have an account. I gave the bank 's complaint line my current address, my previous addresses, the card number, etc. Then they responded that the account is in my husband 's name - which is not true. The bill comes to my name : XXXX XXXX XXXX. And when we pay the bill by telephone, we must use the last four digits of my social security number. This has been a demeaning experience, and we can only assume the company is balking at paying out more than {$2000.00} in rewards, gathered on our joint account ending in XXXX, as promised. 

We have an online XXXX account tied to the account ending in XXXX and the total rewards listed there is {$5.00} for the month of XX/XX/XXXX. As you can see from the two attachments, this does not include the {$2.00} provided in XX/XX/XXXX. 

My husband wrote a note requesting directions on how to access the account and there has been no response. 

Thank you for reviewing this frustrating and sexist situation. 

XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX, and formerly at XXXX XXXX XXXX , XXXX, XXXX  XXXX XXXX same address! 

Recent correspondence : To : XXXX XXXX XXXX Dear XXXX , Thank you for checking on this. My name is XXXX XXXX XXXX and I'm married to XXXX XXXX XXXX who originally signed up for this XXXX  account. We both live at XXXX XXXX XXXX in XXXX XXXX and used to live in XXXX, XXXX and XXXX XXXX. Our son, XXXX, is another name on this account. 

Please advise how we can gain online access to this account information, the profile and our rewards. 

Thank you again. 

XXXX XXXX ( XXXX ) XXXX XXXX, XXXX, XXXX XXXX  PDT Hello XXXX, The XXXX account is in your husband 's name. As such, we need for him to write in with any requests on the account. If you have any other questions please let us know. 
XXXX XXXX ( XXXX ) XXXX XXXX, XXXX, XXXX XXXX  PDT Hello XXXX, I apologize for the inconvenience. We are not able to locate an account with your name but using your address, we were able to locate an account under someone else 's name that was opened in XXXX. Is it possible the account is under your husband 's name? If you can confirm this please let me know. Thank you for your patience. I'll be on the lookout for your reply. 


XX/XX/XXXX, XXXX XXXX PDT This is my third note - and obviously the respondents are not reading my notes. I provided the original email address for my XXXX  account : XXXX. As explained, I no longer work there. I provided the account number and my address is the same as when I redeemed rewards in XXXX. 

I've had this XXXX  account since the year XXXX or so and I'm going to contact the XXXX XXXX XXXX with a complaint. You have my number and my address : XXXX XXXX XXXX in XXXX XXXX XXXX. When I began the account, I lived at XXXX XXXX XXXX , XXXX. 

It should not be this difficult to locate my account and awards. As I said below, the email address used initially was XXXX. Incidentally, all the emails went to the junk folder. 

Thank you, XXXX XXXX ( XXXX ) XXXX XXXX, XXXX, XXXX XXXX  PDT Dear XXXX, Unfortunately, we were unable to locate a XXXX account with the information you have provided. To locate your account, please provide additional details such as your email address used to originally establish your account, or your mailing address, so that we may assist you. 

Thank you, XXXX Member Support XX/XX/XXXX, XXXX XXXX  PDT This is the second time I'm writing. My previous email was XXXX, but I no longer work there. My upromise account is under my married name XXXX XXXX XXXX. The card number is XXXX XXXX XXXX. 

I'm trying to access these rewards for my niece who is graduating soon and will be attending college. Please let me know what I need to do to obtain these awards. I accrued the rewards in XXXX with none of these problems. I'm uncertain about the total but believe it's more than {$2000.00}. Thank you. XXXX 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 explanation