Consumer complaint received 2024-01-08
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
During a flight on Frontier there was a promotional offer of 0 % interest for the first 15 months of opening the account. Plus additional XXXX bonus miles. I have excellent credit and fly often so I thought it was not a bad idea to get the cars for these promotions. I got the card in XX/XX/2023. The first problem was I was not receiving statements and I had wondered about how to go about getting the bonus miles. I called into the number on the back of the card which also is hard to navigate through their auto reply system which hung up on me many times. After getting through a rep explained to me that in order to get the bonus miles I needed to pay an annual fee which I did pay her that day and I asked if everything was okay on the account otherwise and that I was getting a 0 % promotional interest rate for the next 15 months but now it would be about 13 since the card was opened a few months prior. She said yes you do have the 0 % promotion on the card and everything was good to go bc I was on auto payment. I also requested to have my statements mailed because I can not see my charges and she said she would set that up. Months later I called in because I still was not receiving statements and could not see what I was being charged. The rep which I was on the phone with for about 2 hours in XXXX told me that I was actually being charged am insane amount of interest which was over 20 % for months now and it was around {$1200.00} in total so we went back and forth about it and he said he needed to have time to review my phone calls with the previous reps in order to refund the interest being charged to be but that he would call me back on XXXX XXXX between the hours of XXXX XXXX XXXX and we would go over the details but that in the meantime he could stop the interest being charged if I could pay the card off. I paid him the {$12000.00} that day on the spot and he talked me out of closing the card because he was going to help me with getting the interest credited back to me after he listened to the previous calls so I gave him the chance to fix this. I believe his name was XXXX. I never got a call back from him but he did turn my mail statements on so that I could see they once again charged {$290.00} after I just paid all that money to pay the card off and he told me he was going to make sure my account was corrected. So now I am still getting the run around at getting this card straightened out and getting the interest back when all along I was being told it was 0 % for 15 months. Please help me get to the bottom of this. They are probably taking advantage of other consumers also. It also is very sneaky to set up a person on auto pay and to not send them statements for them to review. My amount of interest so far in XX/XX/2023 is {$1200.00} which is supposed to be {$0.00} for the first 15 months. Not to mention all the hours I have lost due to being on the phone with them to fix this and get the run around.

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