Consumer complaint received 2022-09-20
Company: BARCLAYS BANK DELAWARE
State: VA
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:
Barclays promotes their XXXX XXXX XXXX as a travel credit card. You earn miles with purchases and can use the miles for a travel credit for travel related purchases. You have 120 days to redeem your miles for travel related charges. Barclays allow you, for example, to cash in XXXX miles for a {$100.00} travel credit for that travel related purchase. 

XX/XX/XXXX - Charged {$1000.00} at XXXX XXXX which qualifies as a travel related purchase. I would have until XX/XX/XXXX to apply miles for a travel credit. 

XX/XX/XXXX ( XXXX ) ( 11 days left to redeem miles ) - tried to redeem miles online and got the following error : " Errors Found. Please see details below. Please enter a valid value. '' I was trying to redeem XXXX miles for a {$300.00} travel statement credit. I called Barclays customer service. The agent tried to process my redemption for me and got the same error. She placed me on hold, then came back and said " We are doing system maintenance and to try in an hour and it should work. '' ( XXXX ) - tried to redeem miles online and got the same error. Called customer service again. Agent tried, got the same error. Then stated she would open a ticket for the issue. 

XX/XX/XXXX ( 10 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 9 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 8 days left to redeem miles ) - tried to redeem miles online and got the same error. Called customer service. The agent tried to process my redemption for me and got the same error. Asked to speak to a supervisor. Was connected to supervisor named XXXX XXXX refused last name ). He tried to redeem my miles for me and got the same error. He said he would open a Case File for this issue. Case ID # XXXX. 

XX/XX/XXXX ( 7 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 6 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 5 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 4 days left to redeem miles ) - tried to redeem miles online and got the same error. Called customer service, asked to speak with a supervisor. Connected to a supervisor named XXXX. She tried to redeem my miles and got the same error. Asked her about the Case File XXXX that was opened on XX/XX/XXXX. She said they closed that because they said everything was working fine. She tried again to redeem my miles and got the same error. She said she would open an Incident Ticket for this issue. When I requested the Incident Ticket number, she stated " this is an internal ticket and we do not share this with customers. 

XX/XX/XXXX ( 3 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 2 days left to redeem miles ) - tried to redeem miles online and got the same error. 

XX/XX/XXXX ( 1 days left to redeem miles ) - tried to redeem miles online and got the same error. Called customer service and asked to speak to a supervisor. After getting transferred to XXXX other customer agents, I finally got transferred to a supervisor named XXXX. She tried twice to redeem my miles and got the same error. When I asked her about the resolution of the Incident Ticket opened on XX/XX/XXXX by XXXX, she stated there was no Incident Tickets opened on my account by anyone. XXXX, after trying XXXX more time and getting the same error, opened up another XXXX XXXX, ID XXXX and and XXXX XXXX # XXXX. She said there was no policy against giving customers this info. 

XX/XX/XXXX - I am no longer able to select my XX/XX/XXXX charge at XXXX to redeem miles as the timeframe has expired. Due to Barclays ineptness and failure to respond and act, they have denied me {$300.00} due as travel credit.

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