Consumer complaint received 2025-04-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: BARCLAYS BANK DELAWARE
State: NH

Complaint narrative:
Message XXXX to the CFPB ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I used my Barclays Bank Rewards points on my Visa Credit Card to make reservations in their website system for a car rental in XXXX XXXX XXXX As a precaution, I asked if the rewards points would be restored if I needed to cancel the car rental reservation. I dutifully announced I was recording the conversation, maintained a digital recording of the car rental agency statements on cancellation and reimbursement of my Rewards Points in the event I needed to cancel. Later that day, my need to travel to XXXX was changed, so I called to cancel, again documenting the cancellation with a legal digital recording, and getting a confirmation that the Rewards Points would be reimbursed, and I was told it may take up to 30 days for the reimbursement to take place. 
The reimbursement of the Rewards Points did not take place, and despite several messages left with Barclays Bank, they have failed to reimburse them. My latest message to the Barclays Bank was today XXXX and it is reproduced below : XXXX : You have still not resolved the complaint I have had which is ongoing for several months, following my Rewards Redemption from early XX/XX/XXXX. The XXXX elements of the redemption : XXXX. ) airline tickets, XXXX ) .overnight stay accomodations and XXXX. ) rental car arrangements were canceled promptly and the rewards points were only reimbursed for items XXXX. ) and XXXX. ) BUT NOT for item XXXX. ) the rental car. I carefully documented that I could cancel all three items with legal phone recordings PRIOR to making the arrangements, and then again when I canceled them within XXXX hours to get the rewards points reinstated. In the past you have explained in a phone conversation that the car rental company has taken the position that they are not going to refund Barclay Bank rewards points " expenditure '' because they claimed they were not refundable. However I had taken the precaution of legal phone recordings to establish that they were refundable, and got permission to legally record the discussion both before and after the rental and the cancel of the rental car. I then provided all digital conversations that I had recorded with Barclay Bank ( twice ) and you apparently have not bothered to listen to them to be satisfied that I did what I needed to do for my protection, Barclay Bank owes me a reimbursement of the rewards points regardless of your dispute with the car rental agency. My most recent communication to you was XXXX and remains in the messages history at your website. 

Prior to this date XXXX Barclays Bank had stored all my messages to them in their entirety, however now I notice they only show a dramatic abbreviation of my messages to them as shown below, indicating the dates they acknowledge I communicated with them : Complaint / Compliment XXXX : You have still not resolved the complaint I have had which is ongoin Rewards XXXX You have neither responded to me nor corrected the missing rewards po Rewards Case has been open dated XX/XX/XXXX with a case ID of XXXX partial Complaint / Compliment Case has been open dated XX/XX/XXXX with a case ID of XXXX partial Benefits The redeemed points from your Rewards system was Trip ID XXXX Benefits I have located the XXXX digital phone conversatiosn regarding my cancellations of t Benefits Rewards points redeemed XXXX XXXX XXXX, XXXX have not been returned to my XXXX XXXX XXXX XXXXXXXX I used my.XXXX XXXX XXXX XXXX for {$54000.00} in XXXX XX/XX/XXXX I Rewards I have a reservation made earlier this morning XXXX for a XXXX night stay at 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 explanation