Consumer complaint received 2015-05-14
Company: BARCLAYS BANK DELAWARE
State: MS
Product: Credit card
Issue: Rewards

Complaint:
I am writing to file a complaint against Barclays Bank Delaware ( BBD ). In particular the complaint is regarding the BBD advertised rewards program associated with their partnership with XXXX. The name of BBD product is The XXXX ( R ) XXXX Signature ( R ) Card. 

After learning about the aforementioned credit card and the rewards program associated with the product, I applied for and then received The XXXX ( R ) XXXX Signature ( R ) Card in XXXX, XXXX. The publicly advertised information claims that a cardmember will earn XXXX points after first use of the credit card and XXXX points after using the credit card to pay for a first stay at a XXXX property. My decision to apply for and receive this product was exclusively influenced by this publicly advertised material. Although incentives and promotions occasionally change, this same promotion continues to be publicly advertised and can be verified at XXXX Although not fully explained in the Offer Details, an important distinction about this rewards program that I later learned is that to utilize the points, BBD must take two actions. The first action involves BBD acknowledging the points being earned and posting the points to a cardmember 's BBD account at the end of the billing cycle. The second and equally important action involves BBD posting those same earned points to the cardmember 's XXXX account which is linked to the cardmember 's BBD account during the application process. Without BOTH actions occurring, the cardmember does not have the ability to utilize or monetize the earned points. 

The credit card was first used on XXXX/XXXX/XXXX. As outlined and advertised, XXXX points were credited by BBD AND those points were posted to my XXXX account the next day after the billing cycle. However, my ongoing and agonizing issue with BBD began with trying to collect the XXXX points part of the promotion. 

On XXXX/XXXX/XXXX, I charged my first stay at a XXXX property to my XXXX ( R ) XXXX Signature ( R ) Card. Unlike the delivery of the XXXX points associated with the first use promotion and despite several attempts and hours of effort trying to work with BBD in receiving and being able to utilize these earned points, BBD is now evading their responsibility to deliver on this part of the promotion. This conclusion is best characterized when I made a firm and final attempt to resolve the matter with BBD on XXXX/XXXX/XXXX. At that time, I advised BBD again of the matter in writing and asked for a resolution in writing. At this point, BBD was in violation of their own Terms and Conditions since it had been 16 weeks since I fulfilled the requirement of the first stay promotion and over 6 weeks since it was posted to my BBD statement. BBD responded with what appeared to be a couple of standard platitudes and then shortly thereafter closed my complaint with no further action plan or case # for resolving the matter. In my complaint, I advised BBD that the deadline for posting the points to my XXXX account has past and should they not resolve the matter within the next two weeks, I would be left with no choice but to involve the regulatory and legal authorities. As of today, BBD continues to take no action and appears to be defiant of their responsibility to deliver on their advertised promotion. As a result, I am being deprived of reward points which would provide real economic value, if delivered in accordance with the program rules and BBD 's stated Terms and Conditions. In addition, BBD 's behavior regarding the handling of my complaint is in stark contrast with their stated Complaint Policy Statement which can be found at : https : //www.barclaycardus.com/servicing/headerLinks? handleContactUsComplaint

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with explanation