Consumer complaint received 2025-03-09 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: MA

Complaint narrative:
In XXXX of XXXX, I enrolled in a Barclays offer for the JetBlue Plus Card. The offer said " when you use your JetBlue Plus Card you're earning 2 tiles for every {$1000.00} spent on everyday purchases, and/or 2 tiles for every {$100.00} spent on eligible JetBlue purchases XXXX XX/XX/XXXX and XX/XX/XXXX, up to 6 additional tiles. '' JetBlue tiles are used by JetBlue to track levels of status. Earning 100 JetBlue tiles gets Mosaic 2 status. Not including this offer in XXXX, I had earned XXXX JetBlue Tiles. With this offer, I should have earned an additional 6 tiles and got Mosaic 2 status since I spent {$550.00} on JetBlue purchases on the card and {$1300.00} in total spend on the card from XX/XX/XXXX till XX/XX/XXXX. Unfortunately, Barclays only sent over 1 bonus tile to JetBlue, and I had XXXX total JetBlue tiles for XXXX and not XXXX total. This was despite clearly meeting the spend requirements to receive the maximum of 6 bonus tiles. 

I called Barclays to open a claim on XX/XX/XXXX to get the additional 5 bonus tiles I was entitled to. The claim was closed without a response a couple weeks later. I called Barclays again XX/XX/XXXX to get it resolved. The agent agreed that that based on my spend, I should have gotten the maximum of 6 bonus tiles- she said she would send a request to the rewards team to send over 6 tiles to JetBlue instead of the 1 they sent me. 

Unfortunately, I got a phone call from a JetBlue Plus Card manager at Barclays on XX/XX/XXXX telling me that the case had been closed by the rewards team on XX/XX/XXXX without giving me the 6 bonus tiles. The manager said that I was not entitled to the bonus tiles for the {$550.00} in JetBlue flight purchases on the card because Barclays had discretion to not issue bonus tiles for every {$100.00} in JetBlue spend. 

I believe this is deliberately deceptive because the offer clearly says " when you use your JetBlue Plus Card you're earning 2 tiles for every {$1000.00} spent on everyday purchases, and/or 2 tiles for every {$100.00} spent on eligible JetBlue purchases XXXX XX/XX/XXXX and XX/XX/XXXX, up to 6 additional tiles. ". Barclays could have chosen to only give bonus tiles for everyday purchases in their offer, but they clearly specified that they were also giving bonus tiles for JetBlue purchases. If Barclays had no intention of ever giving bonus tiles on the JetBlue purchases on this offer, they should have never mentioned the bonus tiles for JetBlue purchases.

I have attached a screenshot of the offer, screenshot showing that Barclays only sent 1 bonus tile to my JetBlue account for the offer, and screenshots of my Barclays JetBlue Plus Card bank purchases showing that I made {$550.00} in JetBlue purchases on the card during the offer period and {$1300.00} in total purchases on the card.

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