Consumer complaint received 2017-09-04
Company: BARCLAYS BANK DELAWARE
State: FL
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 am currently a cardholder of the Barclay XXXX XXXX Master Card ( XXXX ). I originally opened this account in XXXX XXXX as a Travelocity Rewards American Express Card, but the card was transferred to Barclay in XXXX of XXXX. At the time that the card was transferred, I had accrued approximately XXXX miles under the cards rewards program. 

Earlier this summer, I attempted to redeem my miles for travel that I had purchased through Travelocity on XXXX XXXX, XXXX. The trip was booked for XXXX XXXX, XXXX through XXXX XXXX, XXXX. However, when I tried to redeem my miles on XXXX XXXX, XXXX ( which by this time had accrued to over XXXX miles ), I was not allowed to redeem my miles for this trip as 120 days had passed since I originally booked the trip. This was surprising to me, as under the Travelocity Rewards American Express Card, I could not redeem my miles until after the travel actually occurred. I immediately called customer service and the Barclay representative instructed me that I could redeem my miles for more recent purchases that I had made on my card since then, which we did while I was on the phone. During the call, I expressed a concern that I did not believe that I was obtaining the rewards level that were part of my original agreement when I had obtained my original Travelocity American Express Card. 

Immediately after getting off the phone with the Barclay representatives, I did a little research and determined that I had not received the credit for my miles in accordance with the terms of the original agreement. In fact, the original agreement terms indicated that I would be awarded {$400.00} for every XXXX miles if I booked my flight on Travelocity. However, it appears that I was only awarded {$200.00} for each XXXX miles ( i.e. {$25.00} for each XXXX miles ). Therefore, my reward was only half of what I am entitled to. I immediately called customer service again, and coincidently, the same customer service agent assisted me. She advised me that she could find no record of the of the original terms of agreement, which was surprising to me, as Barclay administered the Travelocity Rewards Card that I had originally signed up for in XXXX. She then suggested that I submit a letter to request that my rewards be redeemed in accordance with my original credit card agreement. 

I forwarded a letter as a formal request to not only redeeming the miles for the travel that I booked on Travelocity, but also redeeming those points at {$400.00} for each XXXX miles on XXXX XXXX, XXXX. On XXXX XXXX, XXXX, I received a letter from Barclay indicating that they were unable to complete my request. I immediately call their customer service department and explained the situation again. They advised me that they understood my concerns and would reevaluate the situation. 

On XXXX XXXX, XXXX, I called to check the status on this request, and they advised me that a letter was sent out on XXXX XXXX, XXXX, advising me that my request was denied again. I immediately closed my account with Barclay.

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