Consumer complaint received 2025-04-11 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: BARCLAYS BANK DELAWARE
State: CO

Complaint narrative:
In XXXX I received a USPS correspondence in the form of a large card. It stated " XXXX Exclusive XXXX XXXX Earn a {$20.00} Reward When you make 5 purchases outside our family of brands with your Gap Good Rewards Mastercard. Make the new year more rewarding. I made purchases outside the family of brands on XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, & XX/XX/XXXX. 
When I called the Barclays credit card company number in XXXX to see if the XXXX Rewards were applied, I was told that the Rewards balance was only available with the GAP Good Rewards department and was transferred to that department that told me the offer I received was from Barclays credit card and that was where I needed to determine the Rewards balance. I was transferred back to Barclays who said the information I received from GAP Good Rewards was incorrect and was transferred back to GAP Good Rewards that said the offer would not load until later and to call back. At the time of this first call, there was a Good Rewards balance of {$37.00}. I asked if part of that included the XXXX Rewards offer. I was told that the transaction details were not available to determine when or how the Rewards points were earned, but the offer points wouldnt load until later. 
In late XXXX I received another USPS correspondence in the form of a large card for a XXXX Offer. It stated " Cardmember Exclusive XXXX XXXX Earn a {$20.00} Reward When you make 5 purchases outside our family of brands with your Gap Good Rewards Mastercard. Rewards youll love earning. I made purchases outside the family of brands on XXXX, XXXX, XXXX, XXXX, & XXXX. 
When I called the Barclays credit card company number in XXXX to see if the XXXX & XXXX Rewards were applied, I was told that the Rewards balance was only available with the GAP Good Rewards department and was transferred to that department that told me the offer I received was from Barclays credit card and that was where I needed to determine the Rewards balance. I was transferred back to Barclays who said the information I received from GAP Good Rewards was incorrect and was transferred back to GAP Good Rewards that said the offer was a Barclays offer and transferred back to where I was told it was a GAP Good Rewards offer and transferred back where I was told it was a Barclays offer and kept getting transferred back and forth. After nearly an hour of being transferred back and forth, I ended the call. At the time of this second call, there was still a Good Rewards balance of {$37.00} and told it was still unavailable to determine when or how the Rewards points were earned. 
In late XXXX I received another USPS correspondence in the form of a large card for a XXXX Offer. It stated " Cardmember Exclusive XXXX XXXX Earn a {$20.00} Reward When you make XXXX purchases outside our family of brands with your Gap Good Rewards Mastercard. Dont miss out XXXX XXXX. I made purchases outside the family of brands on XXXX, XXXX, XXXX, XXXX, XXXX. 
When I called the Barclays credit card company number today on XX/XX/XXXX, to see if the XXXX, XXXX, & XXXX Rewards were applied, I was again told that the Rewards balance was only available with the GAP Good Rewards department and was transferred to that department that told me the offer I received was from Barclays credit card and that was where I needed to determine the Rewards balance. I was transferred back to Barclays and chose to report the offer as fraud. I was told by the Fraud Agent I reached that the information I wanted was only available from GAP Good Rewards and was transferred back to GAP Good Rewards that said there was still a Good Rewards balance of {$37.00} that supposedly something was applied on XX/XX/XXXX without a year identified. I told the agent that if my points weren't applied I was going to report this to the Colorado Attorney General and the agent XXXX said, Okay.

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