Consumer complaint received 2025-11-08 00:00:00
Product: Credit card — Store credit card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: BARCLAYS BANK DELAWARE
State: GA

Complaint narrative:
Hello, In late XX/XX/2025, while purchasing airline tickets directly on XXXX XXXX  website, I saw a promotion offering XXXX bonus miles and a {$200.00} statement credit for new applicants of the XXXX XXXX XXXXXXXX XXXX. The website displayed the {$200.00} credit deducted from my ticket total and encouraged applying through the Apply Now link to receive the discount. 

I applied through that exact link, was approved, and completed my trip. After receiving my new card in the mail, I contacted Barclays ( the card issuer ) to ask how to receive the {$200.00} statement credit, since the physical card was required for use. 

From there, I was transferred multiple times between Barclays and XXXX XXXX Representatives from both sides insisted there was no such {$200.00} statement credit offer, only a XXXX promotion. I explained repeatedly that I had never seen any XXXX offer on XXXX  websiteonly the {$200.00} and XXXX promotion. 

XX/XX/2025 : I was told by a Barclays representative that there was no such thing as the {$200.00} statement credit and XXXX offer, only a XXXX offer. When I pushed back, insisting that wasnt true, I was told I didnt know what I was talking about. After arguing my case, I was finally told that I needed to make a purchase to trigger the {$200.00} statement credit and bonus points. I followed those instructions, made a {$40.00} purchase, and waited for my next statement cycle. 

XX/XX/2025 : When nothing appeared, I called again. The representative I spoke with laughed at me and repeated that my offer was for XXXX miles, no matter what I said or what proof I had. I asked for a XXXX and spoke with XXXX, who said my terms and conditions stated XXXX miles and that there was no such thing as a {$200.00} credit offer. When I told her I had proof of the offer, only then did she ask me to upload it through the XXXX XXXX. She acknowledged that this was a known issue affecting multiple customers, gave me a case number, and said someone would follow up. 

XX/XX/2025 : After hearing nothing, I called again. The representative again repeated the same XXXX line. When I asked for a XXXX, I was transferred to someone who first gave his name as XXXX, then changed it. He told me that XXXX would be reprimanded for giving me incorrect information because there was no such {$200.00} offer. I told him I had uploaded proof, but he refused to review it, refused to look at the website, and kept repeating that only the XXXX offer existed. He said a senior XXXX would call me within XXXX business hours. I never received a callback. 


I then filed a formal complaint with Barclays. A different XXXX later told me that Barclays  decided to issue me a {$200.00} statement credit as a courtesy, not because it was part of my actual offer, and that I would not receive the XXXX bonus miles because I didnt meet the requirements. I explained that I couldnt possibly meet the requirements of an offer that everyone kept insisting didnt exist. 

Later, I received a written response from the Barclays Office XXXX XXXX XXXX, who claimed they had somehow confirmed that I did not apply through the Apply Now link on XXXX XXXX website. I know this is false, because I absolutely, beyond a shadow of a doubt, applied directly through that link while purchasing tickets. Despite that, they still gave me the {$200.00} credit as a courtesy, which I find insulting because it implies dishonesty on my part. 

What makes this worse is that this offer is still active. If I or my husband go to the XXXX XXXX website today and attempt to purchase tickets, the same {$200.00} statement credit and XXXX promotion still appears. Yet, Barclays employeesincluding managers, the XXXX XXXX XXXX XXXX, and even customer service representativesact as if the offer never existed or came from some airline employee. 

This situation is absolutely unacceptable. I have found other reviews online from customers experiencing the same issue, which shows that this is not an isolated incident. 

I am requesting a full investigation into : 1. The XXXX XXXX website offer and how applications through that link are tracked and verified.

2. The breakdown in communication between XXXX XXXX and Barclays regarding this promotion.

3. The repeated misinformation and dismissive behavior from Barclays representatives, including managers and the XXXX of the XXXX. 



I also ask that XXXX XXXX  and Barclays work together to resolve this issuenot only for me but for other affected customers. The ongoing lack of communication between your systems, your processes, and your customer service teams has caused unnecessary frustration and has made your customers appear dishonest when they are not. 

Because I refuse to be called a liar when I have done nothing wrong, I am prepared to take this matter as far as necessary to ensure it is properly investigated and resolved

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