Consumer complaint received 2017-10-05
Company: BARCLAYS BANK DELAWARE
State: MN
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:
Last week after logging into my Barclays online account to make a payment, I was shocked to find that all of my credit card accounts had been closed. I made a payment to my Barclay XXXX XXXX account on Thursday, XXXX XXXX and my account was closed later that same day without my knowledge or consent. 

On XXXX, XXXX XXXX I tried to pay off the balance of my Barclay XXXX XXXX card which is when I noticed that all my cards/accounts had been closed. I called Barclay customer service immediately and asked for an explanation for the surprise closure, and after over 30 minutes on the phone, was told there was no explanation and that I would have to wait for a letter from the bank. I was told that I needed to wait for a letter of explanation for further information. 

I have since received all three letters from Barclays which said the same thing. The letters state that my accounts were closed due to " Your history of account usage '', which is incredibly vague. I am not even sure what that means, nor have I ever had an account closed for any reason. 

I have been a good customer for Barclays, using my cards often domestically and internationally, and have maintained good standing with all of my credit cards with the bank. Just in the past two months, I traveled abroad to XXXX, XXXX and XXXX and used my Barclay XXXX card there many times. I had opened a case ( # XXXX ) on XXXX XXXX, XXXX just two weeks before my account was closed - asking Barlcay to allow me to use points to pay for a series of travel expenses that I incurred on my recent trip with points that I earned. That case was approved XXXX XXXX, XXXX, just 3 days before my account was closed. If Barclay was so unhappy with my account, why did the bank approve my request? Why did they allow me to make a payment on one of my cards and then shut down all of my accounts that same day? 

I have been a Barclay customer for years and am still shocked at this account closure. XXXX is being deceptive with their business practices in promoting a credit card with rewards and then shutting down my account with no prior notice and not allowing me to redeem my rewards. I have contacted the bank several times since that time regarding the closure and have not received any explanation from numerous people including managers except for " history of usage ''. In my phone conversation with a manager ( XXXX, employee # XXXX ) at Barclays on XXXX/XXXX/XXXX, I was told that the company will not refund my annual fee, and that I would only receive half of the points refunded that I am entitled too, and also that the bank will not issue me the 5 % redemption bonus. 

Upon the date of my account closure, on XXXX/XXXX/XXXX, I had earned XXXX XXXX points worth XXXX cent a piece as statement credits, worth {$2600.00} plus the 5 % redemption bonus of XXXX points or {$130.00} for a total of {$2700.00}.  Consumers have the right to have annual fees refunded within 60 days of issuance. My annual fee of {$89.00} was charged on XXXX/XXXX/XXXX and the account was closed on XXXX/XXXX/XXXX. That annual fee should be refunded as well, as my account was still active within the 60 day window when my account was closed. 

The fair and correct total amount Barclays owes me ( via check ) is {$2600.00} ( points earned ) + {$130.00} ( 5 % redemption bonus ) + {$89.00} ( annual fee ) = {$2800.00}.

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