Consumer complaint received 2025-09-29 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: IA

Complaint narrative:
I previously applied and was approved for a XXXX XXXX XXXX XXXX ) XXXX XXXX Credit Card and enrolled in the XXXX XXXX XXXX, now referred to as " Rewards  ''. During this time, purchases made using the XXXX XXXX  Card, now referred to as " the card '', generated points which could be redeemed as cash back in the form of statement credits or services provided by XXXX. The Rewards Program advertised and marketed itself with " Cash-Back Rewards '' as follows : 5 % Cash-Back Rewards -- For every {$1.00} USD spent anywhere using the XXXX XXXX  XXXX, XXXX XXXX XXXX be applied to the XXXX XXXX  total, which could be redeemed for a statement credit, with a value of 1 point = {$0.00}. 7 % Cash-Back Rewards -- For {$1.00} USD spent on select XXXX XXXX  XXXX XXXX, In-Vehicle Data Plans, XXXX Dealership Service, Maintenance , EtcXXXX, XXXX XXXX  XXXX XXXX  XXXX XXXX XXXX XXXX at XXXX XXXX Retailers using XXXX XXXX XXXX XXXX, XXXX XXXX XXXX be applied to the XXXX XXXX  total, which could be redeemed for a statement credit, with a value of 1 point = {$0.00}. Fuel/EV Charging Statement Credit Reward -- By spending {$1500.00} USD in a single calendar year on fuel or EV Charging using the XXXX XXXX  XXXX XXXX XXXX {$100.00} USD " Fuel/EV Charging Reward/Statement Credit '' would be applied to the XXXX XXXX  XXXX Account. During the opening of this account, and throughout the time having the account, I received marketing materials for the XXXX XXXX XXXX which listed these rewards as " cash-back '' rewards, and rightly so. The points could be " Redeemed '' for cash value, in the form of a statement credit. This is the epitome of cash-back rewards and is used universally across the spectrum of financial institutions, today. 

On or about XX/XX/year> the XXXX XXXX XXXX was transferred from XXXX ( XXXX XXXX XXXX XXXX to Barclay 's Mastercard. The Rewards program also changed, significantly. The previous rewards changed from 5 % cash-back to a 3 % cash-back model. Earning just 3 points for every {$1.00} USD spent everywhere, and 5-10 points on select XXXX XXXX and XXXX XXXX XXXX. I honestly do not even remotely understand half of the new program, as they have intentionally made the entire redemption process difficult, misleading, and difficult to understand. However, I do understand that I was marketed to receive 3 % Cash-Back for purchases, anywhere. Furthermore, the materials distributed during the transition stated that the fuel and EV charging statement credit could still be earned/redeemed through XX/XX/year>. However, there is no option that I have found anywhere on XXXX 's website, or Barclay 's to show how to redeem the {$100.00} USD Fuel Statement Credit. 

The rewards program continues to market as " Cash-Back '' which I believe is patently false, and misleading at best. You can no longer redeem any point for " cash-back ''. You can no longer redeem ANY point for ANY service. The only " redemption '' option is to apply the points to a service bill for service at a XXXX dealership, or get a month of XXXX for 3,500 points. These points, by the rewards program 's own Terms of Service, hold NO CASH VALUE, and aren't even owned by the end-user. Therefore, any advertisements that show these as " cash-back '' rewards is false. Furthermore, this is not the account I signed up for. While I'm sure there was a form of legal loophole jargon in the extremely fine print when I signed up for the original card, I entered into contract with XXXX ( XXXX XXXX ), Not Barclays. My signature was applied and submitted to XXXX ( XXXX XXXX ), not Barclays. I've attempted every possible method of " redeeming '' these points, but have been granted only ONE available option, which was the XXXX XXXX plan, which my vehicle is not fully compatible with, so holds no value to me. The plan 's data is extremely slow to the point of being unusable ( despite marketing that up to 7 devices can connect and use the service and I'm unable to get even one to connect to and use ), and my vehicle isn't new enough for any of the other services offered by an XXXX XXXX. The Emergency Response and Theft Services are redundant, and neither apply to me as I have multiple other systems in place that do the same thing ( at no additional cost to me ). So with OnStar not being a " redeemable '' offer, XXXX Dealerships not applying the points to a service as instructed, I hold no loan with XXXX XXXX and can not apply any points to my financial payments, therefore, the " Cash-Back Rewards '' claim is false. The points hold no cash value, they can not be redeemed by me for cash value, therefore, I do not " Earn Cash-Back Rewards '' as stated when applying for, and being approved for, this card. This card was marketed to me, and used by me previously, to great benefit. None of their marketing materials sent to me during the transition from XXXX to Barclay 's properly illustrated that the " new Rewards Program '' held absolutely no benefit by me. Therefore, I feel entitled to the following resolution.

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