- Report: #634438
Complaint Review: Barclays Bank Delaware-Juniper Bank - Wilmington Delaware
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Barclays Bank Delaware-Juniper Bank
PO Box 8801 Wilmington, 19899 Delaware, United States of America
Phone:
8662551304
Web:
www.barclaycardus.com
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Barclays Bank Delaware-Juniper Bank Barclays Bank Delaware Carnival FunPoints Mastercard does not honor their rewards program obligations. Wilmington, Delaware
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I have a Carnival FunPoints (reward) Mastercard. FunPoints can only be redeemed for statement credit or to purchase on-board credit/products from Carnival Cruise Lines. I called Funpoints (Barclays) before I booked my cruise and asked questions about the process. I was told book any cruise, then to apply for the statement credit after the cruise was booked. I checked Barclays' FunPoints calculator as I had over 95,000 points at the time and this converted to $1,590 in statement credit using their calculator (see http://www.mycarnivalmastercard.com/ ). Though the guy spoke limited English, I was advised to book a cruise that exceeded that amount to maximize my reward.
Two days later, I booked a $2,119.44 cruise with Carnival. I waited for the charge to post so that I could go online and request my statement credit. Barclays only offered a statement credit of $1,200 in exchange for 96,000 points. I began calling/emailing Carnival Funpoints (Barclays) to resolve this. On July 22nd, a supervisor called me in response to my emailed request for a manager/supervisor phone call. She spoke with me, reviewed the facts in my email, and also visited Barclays' own website to use the FunPoint calculator. She agreed that I was due $1,590 and told me that a statement credit of $1,590 would be manually issued within 1 billing cycle. I asked for her name and extension which she declined to provide (said she could not be called directly). She stated that the details of our conversation would be noted in the account. I am now in my 3rd billing cycle since I spoke to her. I called today and got the usual run-a-round. The male "supervisor" I finally got on the line stated that there are no notes in the system and that I will only get the $1200 statement credit. He said that I would receive a statement credit for the full cruise amount of $2119.44 if I accumulated a total of 126,946 points in the next 3 months. I would have to spend $30,000 to do this and my credit line is only $9,300!!!
My timeline:
July 10th - called Barclays regarding use of FunPoints
July 12th - booked Carnival cruise for $2119.44
July 16th - cruise charge posted, began calling for statement credit (called 5 or 6 times total)
July 22nd - spoke with female "supervisor" on the phone. She said $1590 credit would be issued manually within 1 billing cycle
July 23rd - billing cycle ended
August 23rd - billing cycle ended, entering 3rd billing cycle
August 25th - I was just told by male "supervisor" that there are no notes about the statement credit of $1590 and that only $1200 can be issued unless I acrue a total of 126,946 points which will cover the entire $2119.44.
I have also emailed Barclays - July 16, July 19, July 26, July 27, and today.
I am furious and will not just drop this. The booklet that came with my rewards card states that the redemption amount increases at 75,000 points, and 75,000 points is worth $1250... but they only offer me $1200 for 96,000 points!!! It should not be this difficult to cash in a reward!!! These people do not seem to understand and I am unable to get an American on the phone. You only get to speak with people in India when dealing with Barclays. Even though these people speak English, there is still a significant communication gap with them. I am fed up!!!
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1 Updates & Rebuttals
Eric B
Palm Harbor,Florida,
USA
Complaint Resolved
#2Author of original report
Wed, September 01, 2010
Although it took about 8 hours on the phone over a 6 week period and half a dozen emails, this has been resolved to my satisfaction. If you have a similar problem with your Carnival funpoints Mastercard, I suggest you not bother speaking with every "John", "Jeremy", and "Jill" in India and head straight to the Carnival website. In the FunVille forums there is a link called "Looking for Carnival Assistance". Sign up for a funville account and post your problem here. A Carnival moderator will forward your complaint to a manager at Barclays within the United States who will call you and discuss your complaint in full-blown American English. This person will not only have the language skills and understanding to grasp your possibly complex problem, but will also have the desire and authority to resolve it! This works!
My only other comment: the FunPoints program should be redesigned so that you know EXACTLY what your reward will be prior to booking your cruise. The current design of "book blindly now, pay in full, then see what reward we will give you later" does not make good business sense.
