Consumer complaint received 2018-02-01
Company: BARCLAYS BANK DELAWARE
State: IA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Closing on a mortgage

Complaint:
We are platinum members with XXXX XXXX with current annual points of XXXX Prior to XX/XX/XXXX we were XXXX Hawaii Collection point members and in mid- XX/XX/XXXX we purchased XXXX  U.S. points.

This is where our issues began with XXXX   We made reservations and stayed at the XXXX XXXX XXXX XXXX in XXXX  Missouri, there we met with Sales Rep : XXXX XXXX  for an owners update. We had no intent to purchase more points as XXXX explained it was not a sales meeting and we did the owners update meeting to collect a XXXX gift card and move on with our day. It was during the meeting that XXXX explained how he was not a sales rep and actually a vacation counselor with XXXX and was there for us to help with our XXXX  platinum membership. He went on explaining how the # 1 complaint from all XXXX   owners is maintenance fees which we agreed was our biggest complaint with XXXX. This is the point in where he stated he could show us how to pay our maintenance fees by points that we would allow him to rent out. This is the breakdown of XXXX conversation to us : we would buy XXXX points which he would then take and rent out, he would then send us a check which we could use to pay our maintenance fees. He then showed us pictures on his cell phone of multiple checks that had been sent to multiple XXXX   members that he was doing this for. He pulled out a stack of documents showing multiple reservations he was making and the amounts that the checks would be sent to those XXXX owners. We were very apprehensive as this sounded too good to be true and he then showed us texts back and forth of XXXX   Owners that were thanking him for the recent check they had received. He stated that if we were paying our maintenance fee or our XXXX  Loan that it would not count as profit. After being in his office over 4 hours and with the multiple exhibits he had showed us we agreed to the XXXX  points. We went over the numbers and paid a {$14000.00} down payment and the remaining point balance went to a XXXX Loan ( $ 58,000+ ). At this point XXXX then spent time on how we would be brought to another room with cameras and how we needed to answer certain questions. He coached us that we need to answer these questions without hesitation or delay so that it would not cause questions from the XXXX XXXX  employee. He then had us look into a turned off camera in the room and had us answer the questions as he continued to coach us as to our answers. It was then that my wife asked what if you dont follow through with this and its all a sales tactic lie? XXXX said, that if none of what he said came true for us ; to come to the resort and scream and shout until he was fired, to call and email corporate non-stop until everything was cancelled and we got our {$14000.00} back and any payments we made. He then talked about how his wife is XXXX XXXX and the points purchase we make will help him with medical bills that were adding up and he then showed us a picture of his wife. We asked for copies of the notes XXXX had done and also copies of the multiple documents he showed us with the reservations he was making for his other XXXX clients. He explained that he could not give us any notes, XXXX   documents or copies of the reservations because it was against corporate policy. He said the only way he can make this happen for us is to sign the docs and act like we were going to use these new XXXX points for ourselves. Satisfied with his answer we agreed and when XXXX was ready, we were moved to the room with a working camera and then signed papers and answered the questions, those same questions XXXX   told us to expect by the XXXX XXXX employee. We answered the questions as coached by XXXX and left with our additional XXXX  points. As we walked out XXXX grabbed us and quietly told us that while we were signing documents he had already set up 2 vacations with some of our newly purchased points for {$5000.00} and {$6000.00} so our XX/XX/XXXX maintenance fee was almost already covered. He said the checks would come one at a time ; one at the end of XX/XX/XXXX and the other in XX/XX/XXXX. XX/XX/XXXX came and went and no check came via mail ; we called XXXX and it took him some time to get back to us, he explained the checks should be coming but would now be mid- XX/XX/XXXX and mid-XX/XX/XXXX instead. XXXX became very hard to get a hold of, he no longer returned calls or texts and if he did he always called from his personal cell phone and not a XXXX  phone line. His texts were very short call you at XXXX. We then sent multiple emails to XXXX ( all to his personal email because he didnt want anything sent to his XXXX   email ) personal email. Weeks without contact from XXXX an email was sent to multiple XXXX staff in XXXX  I finally had a call from XXXX ( once again personal cell phone ) in which he assured us that the checks would be in our hand by XX/XX/XXXX and if they were not that he would have our XXXX  points transaction canceled on XX/XX/XXXXand all money we spent returned to us. He was so adamant that those checks were coming that he offered to pay our monthly loan payments the next 2 months to XXXX.

The same day I received a call from the XXXX XXXX   staff and they asked if XXXX had contacted me and I said yes and the phone call was over after a minute. Once again we allowed him the time for the checks to arrive. The Promises XXXX made never happened and we sent our official complaint to XXXX XXXX  with the request to have the contract cancelled and money refunded. XXXX  offered a conference call with their hospitality team, XXXX Sales VP and XXXX   On XX/XX/XXXX we had the conf call and we were then informed that XXXX had resigned from XXXX   XX/XX/XXXX

XXXX  denied our request as they never interviewed XXXX  about our complaint.

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