Consumer complaint received 2017-07-19
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:
In XX/XX/XXXX or XX/XX/XXXX, I received a physical mailer from Barclaycard inviting me to participate in a bonus miles offer ( promotion code XXXX ). According to the offer, I would receive XXXX   bonus XXXX XXXX XXXX miles after spending $ 2,500+ on my XXXX XXXX XXXX XXXX XXXX each month from XX/XX/XXXX through XX/XX/XXXX. I enrolled in the promotion and began to meet the spend requirements. In XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, I received emails from Barclaycard confirming I had met the spend requirements for XX/XX/XXXX through XX/XX/XXXX. I have attached copies of each email. Given I never received a final email in XX/XX/XXXX indicating I met all requirements and would indeed receive the XXXX miles, I contacted Barclaycard on XX/XX/XXXX to check on the status. The phone agent said she could not verify my enrollment and created a case for further review ( case ID XXXX ). Since I was confident I had enrolled and had as proof my progress tracking emails from Barclaycard, I emailed online customer service the same day ( XX/XX/XXXX ) to confirm my enrollment and eligibility. I received the following response from Barclaycard customer service on XX/XX/XXXX ( full correspondence attached ) : We are pleased to confirm that your account was successfully enrolled in the promotion to receive XXXX bonus miles for spending {$2500.00} or more each month from XX/XX/XXXX through XX/XX/XXXX. We have reviewed your account, and are also pleased to confirm that the spend requirement was met each month from XX/XX/XXXX through XX/XX/XXXX. Please note, bonus miles will be awarded 6-8 weeks after the promotional period ended on XX/XX/XXXX, and you can expect to receive them within the next 1 - 2 billing cycles. As the 6-8 week timeframe has not yet passed, the bonus miles have not been added to your account as of this message. I then waited for my XX/XX/XXXX statement to process, as I expected the 30,000 miles would post on this statement given the above reply as well as promotion details which specified the " bonus miles will appear on your statement up to 6-8 weeks after the end of the promotion, '' which ended on XX/XX/XXXX. The miles did not post, so I again contacted customer service by phone on XX/XX/XXXX. I was assured I met the requirements and would receive the miles on my next statement. Another case was issued ( case ID XXXX ), and the customer service manager issued 10,000 additional miles as a courtesy for the inconvenience and as acknowledgement that I met the requirements and unfortunately had to wait longer than promised for the miles. Since XXXX XXXX, I have periodically checked in with Barclaycard via both phone and online to check on the status of the case. I have routinely been told the case may take up to 30 days for completion, which did not seem justified given my initial case is over 30 days old and related to the same issue. I spoke to a Barclaycard manager today, XX/XX/XXXX, and sent her all relevant correspondence so that she could attempt to escalate the matter. She acknowledged there may have been an internal system issue given a XXXX refund did not post until early XXXX, which affected my net purchases in XXXX. However, related to this topic, I spent above {$2500.00} on purchases in XXXX ( none of which were returned/refunded ) ; the XXXX refund shows a transaction date of XX/XX/XXXX and is related to a XXXX purchase ; and I received multiple confirmations from Barclaycard after XXXX that I had indeed met the spend requirements for XXXX. The promotion details also mention nothing regarding purchase activity being based on posting date vs. transaction date. I am frankly dismayed that Barclaycard would even present this as a potential issue after the countless confirmations I have received about successfully meeting the requirements. It causes me great concern that Barclaycard seems to be trying to find ways to absolve itself from issuing the miles related to this promotion. I have been very patient in trying to resolve this issue internally, but I have been unsuccessful in reaching resolution. Given my inability to reach a person or department of authority and the conflicting reports I have received from agents, I felt it was necessary to issue a complaint through the CFPB.

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 non-monetary relief