Consumer complaint received 2025-08-19 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: TX

Complaint narrative:
To whom it may concern. 

I am sending this email along with information from previously sent email because new information was located that supports my position with it and trying to remedy this situation. It also helps me to remember when I contacted you much easier than trying to remember every call I make. 

I was told that they would use my reward points as a statement credit. At the time of the First late charge, I had over XXXX reward points saved for a rainy day and that equals {$450.00} cash statement Credits were there and never was credited to my account. 

Cash Back Statement Credits Redemptions for statement credits start at XXXX points for {$10.00}. If you redeem your points for a statement credit, the credit will be posted to your Account within one to two ( 1-2 ) business days. Statement credits reduce your Account balance but can not be applied toward any minimum payment requirement and are otherwise subject to the terms and conditions applicable to your Account. Pay Yourself Back Statement Credits Redemptions for pay yourself back statement credits start at XXXX points for {$10.00} toward any purchase of {$10.00} or more made within the last 90 days. Redemption toward a purchase for less than the full amount can be made using a set number of points that result in statement credit increments as follows : - {$10.00} statement credit increments between {$10.00} and {$100.00}, - {$25.00} statement credit increments between {$120.00} and {$200.00}, and - {$50.00} statement credit increments between {$250.00} and {$2000.00}. If you redeem your points for a pay yourself back statement credit, the credit will be posted to your Account within one to two ( 1-2 ) business days. Statement credits reduce your Account balance but can not be applied toward any minimum payment requirement and are otherwise subject to the terms and conditions applicable to your Account. 

Email sent XXXX XXXX XXXX I was checking to make sure you received my note by email. The first one had some nice boxes in a flow chart layout, but for some reason they didnt make it to the saved copy. The second one was just more like a list, not so fancy. Did you have any questions about it? Im not sure it explains it any better but hopefully it does. Should I be expecting a call for the investigation? If you get a chance, please let me know the status of it? 

Thanks, and have a great day XXXX XXXX sent XXXX  I pay any balance down to zero most of the time. I can provide additional statements showing that is the norm. I you go back to the statement that shows my payment of {$410.00}, you will notice I paid the entire balance on the account at that time. So online I had a XXXX XXXX. Then apparently a {$20.00} Debit showed up after my payment but before the statement closing date. You will find multiple attempts showing how many times I tried to log on. I have tried so many times it would lock me out and tell me to call via phone because the account would be locked after so many attempts at the password. This is only after going through the forgot password and username processes. I know my password and username were correct and being put in correctly. I know this because the number of times and multiple days of going though all of it when trying to get access to my account. 

Here is the kicker, if you put it the correct password and user id the system will still bring up a questionnaire that must be answered correctly. This is not questions like the normal security questions ; Whats the name of your favorite pet? I would have been able to answer those. What Barclays was doing, and I am not sure how, but they would ask me three to four random questions. I dont know how they had this information but the problem they had was that they were multiple choice. For example, a question like what car is you accessioned with and then it would list 4 possible chouses and the option to say none of them. This is where my situation became the perfect storm. I had a used car dealership, and I would be associated with up to three of the cars they would list. Almost every time they would have at least two cars listed that I have owned and therefore I could not and was not able to answer correctly. 

Even though it was very frustrating I did not give up as you will see how many times, I called which was only a tenth of the times I tried before I called customer service. I wish I had all the time and dates so I would not sound like I am exaggerating the number of times I tried to access my account. I sure hope you guys have them. You will also notice that the only charge from me was the original {$20.00} because I paid it off early. The entire balance of {$140.00} was 100 % bank generated fees. These are not my responsibilities for two reasons ; 1. The reward point should have been credited to the account as I was led to believe it would. 2. I was not able to access my account at any point prior to the account being closed and therefor I did not know that I had a {$20.00} unpaid balance. 

I would just like to say, that I hope and pray that after you hear the entire story and realize that I did everything I knew to do, I called many times to get help from customer service and tried over and over to get access via online and together those actions took up an enormous amount of time to do. Now I am having to send email after email telling the same old story over and over. Now I am even spending a lot of time to explain thing in great detail and making flow charts and timelines. Just to attempt to have someone at Barclays with some compassion and status with the ability to help me. I know it may look like I am just a slaker, but this is truly a time when its not. So, I ask again for someone to please hear the details of this situation and restore my account to the proper good status and let us continue to work together for another decade plus. 

I will leave it at that for this time and hope to hear from you soon.

XXXX XXXX XXXX XXXX XXXX XXXXXX/XX/year>

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