Consumer complaint received 2017-12-12
Company: BARCLAYS BANK DELAWARE
State: TX
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 a card member with Barclaycard, specifically their XXXX, XXXX card. On XXXX XXXX, XXXX, at XXXX PM, I called XXXX and followed the requested prompts which connected me to Agent, XXXX ( they claim that they do not use names, only " code '' for identifying their agents ). I was calling to request that they assist me in cashing in XXXX of my XXXX for a {$250.00} XXXX gift card as reflected on their website. The agent claimed that he was unable to process my request and put me on hold for an extended amount of time and next thing I knew, the phone was ringing and an agent with XXXX was on the line. The XXXX XXXX and I briefly discussed my request to redeem my card rewards and agreed that I needed to discuss the request with Barclay not XXXX and he was unable to transfer me back to them so he confirmed that I had their telephone number. I immediately called the telephone number referenced above and reached Agent, XXXX who was actually the person that identified that my original call had been intercepted by a third party so not only my personal information but my card information was fraudulently obtained by an unauthorized party. He then assisted me with closing out the card and issuing me new one. He stated it had to be a third party due to the fact of the XXXX {$15.00} pending charges reflected on my account. He then explained that the pending charges would not happen if my request had been handled internally. At that point, we were at a standstill because I was waiting on my new card to arrive in the mail and we agreed that once my new card was received, I would call XXXX their Manager Line to activate my card and request the reward redemption again at that time. My new card was delivered to my house VIA XXXX sometime Saturday, XXXX XXXX, XXXX. On Sunday, XXXX XXXX, XXXX at XXXX, I called the Manager Line and spoke with Agent, XXXX who assisted me in activating my new and then we again attempted to redeem my rewards as stated above and she too was unable to complete my request. She then stated that she would escalate the issue to the Rewards Redemption Department and provided me with Case # XXXX. As of today, XXXX XXXX, XXXX, I had not heard from Barclay so I again called the Manager Line and spoke with Agent, XXXX at XXXX. I explained my situation to her and requested that she assist me with my request and she stated it could take up to 30 days for them to resolve my case. At this point, I expressed my frustrations to her and she claimed to attempt to process my reward redemption and was of course unsuccessful. I then requested the case number for the issue of my personal and card information breech and she stated that anyone investigating the case can request to speak with the Security Department. Screenshots of my call log, XXXX gift card options offered via their website and XXXX  Total were all emailed to XXXXXXXXXXXX on Thursday, XXXX XXXX, XXXX at XXXX and 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 monetary relief