Consumer complaint received 2017-10-18
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
Three identical complaints against XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and a third member afraid to be identified but featured in the article linked below with her permission all have identical complaints directed against XXXX XXXX XXXX. 

XXXX XXXX, a widow, has a CFPB complaint under review against different agents at the same sales center. I have heard from multiple XXXX XXXX readers about the agents at the XXXX XXXX XXXXr. The only other sales center with more complaints is XXXX XXXX and they have been sent to train VA agents. 

XXXX has denied the XXXX claims as has the Virginia Attorney General. The predecessor to XXXX is XXXX. XXXX XXXX XXXX in all likelihood not knowing what XXXX XXXX stands for, makes annual contributions of a XXXX dollars a year through voluntary contributions as an " opt out '' donation to XXXX XXXX. I had to make multiple calls to get the XXXX} removed from our XXXX account. 

Since CFPB and XXXX are reviewing XXXX XXXX 's complaint, I felt it was important to view all three identical complaints together, along with XXXX 's complaint, as they are so similar. XXXX has agreed to steer XXXX, XXXX XXXX XXXX XXXX and the third unidentified complaint through the process to file a complaint with the VA real estate division and I am searching for whoever is over the Virginia XXXX as he clearly is pro developer and anti timeshare consumer. The member afraid to be identified is afraid of retribution. She and her husband, late XXXX, were up-sold several times. 

I can not believe I got myself into this but such blatant deceit, concealment, violation of trust and bait and switch makes XXXX XXXX pale in comparison. I have interviewed several current and former XXXX sales agents and managers, here and in the XXXX who confirm the complaints. The XXXX agents and managers said they refused to apply the tactics used in the XXXX in the XXXX. Here is what XXXX former XXXX XXXX said. 

I watched every day, agents selling XXXX for double and close to triple what it was supposed to be sold for but management laughed and congratulated them for doing it. The maintenance fees statement about buying more and using that to pay your maintenance fees was a practice that was encouraged but be careful. Some of the agents, who still work at XXXX, would sell the program for $ XXXX when it was only in the XXXX range. XXXX of the guest came back to cancel but the agent said no worries I have if packed XXXX but I 'll give then XXXX off and still make a killing! Made me sick cause these particular guess were in their late XXXX ' early XXXX 's. I asked the agent if he had a conscience and he just laughed ... if you can get them to pay more you 're a hero!! They have the money!! Deception actually goes back further then that. We were told to pack the price for a trade in and imply that it was what they got back for there XXXX ... we sold it for the regular price ... .they got nothing for their XXXX! 

All three complaints against XXXX XXXX XXXX are from Virginia residents. 

Complaint # 1 Virginia residents XXXX XXXX, XXXX, expecting XXXX child in XXXX weeks XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX XXXXXXXXXXXX XXXX ages XXXX, XXXX, XXXX, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX  owners XXXX XXXX Filed with CFPB I have asked XXXX XXXX XXXX XXXX to cancel our loan due to deceit and bait and switch and have been denied. We were told if we opened a XXXX it would pay for our maintenance fees. XXXX XXXX XXXX XXXX XXXX told us to call him when we needed to pay our maintenance fees and he would help us with the process. When I tried to call him he did not respond. He also told us to call him when we book vacations. There was never an answer we called him. 

XXXX XXXX, XXXX XXXX XXXX wanted us to buy XXXX more points bumping us up to get closer to XXXX for a trial XXXX. Also, when asked directly if we were to be in a financial hardship with the high payments that we were concerned about, would we be able to " give the points and loan back to diamond '' we were told " yes '' by another lady who came in later during presentation. We opened a second XXXX. XXXX told us to call him when it came time to pay maintenance fees and he would help us learn to use our XXXX points to pay off the said maintenance fees. 

Bought XXXX points from XXXX XXXX XXXX XXXX ) Purchase price XXXX Down payment XXXX Monthly payment XXXX Combined yearly maintenance fees XXXX} XXXX told us Call me when you pay your maintenance fees and you will not pay anything in maintenance fees. 

When we bought our last set of points they brought in another sales agent at the end. I told her my concerns about this being a huge financial burden and what if it became too much for us and we could n't make the monthly payments. My exact words to her were " Can we just give it back? '' And she looked me in the face and said " yes ''. That really was what settled our minds and made us feel like we could try it. 

We were told our points are going to be worth more because they are selling for more than what we were paying for them. 

XXXX XXXX Complaint # 2 against XXXX XXXX XXXX XXXX Virginia residents http : XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX # XXXX XXXX XXXX VA I was a satisfied Timeshare owner for over XXXX years until we were deceitfully up-sold at our last update in XXXX by XXXX XXXX XXXX XXXX, XXXX. We have been financially stressed due to medical issues, struggling to pay maintenance fees. Our XXXX XXXX XXXX son was diagnosed with a chronic autoimmune XXXX requiring several hospitalizations over that year ( and years to come ), not to mention that I had recently been hit by a construction truck while walking across XXXX XXXX and suffered a concussion and residual issues. 

Explaining these circumstances to XXXX XXXX, he told us about a XXXX day opportunity that would allow us to trade points to pay off maintenance fees if we opened XXXX XXXX card accounts amounting to over XXXX} worth of points. 
When it was time for maintenance fees to be paid, we attempted to use the program he described to us. We only then learned no such program existed ; we 'd been duped into upgrading our membership and were stuck with larger annual maintenance fees in addition to paying off the credit card debt. We are now much worse off financially than we were XXXX years ago. XXXX XXXX has denied our request to cancel and refund the last contract, which would allow us to remain XXXX members. Simply surrendering the contract would not address the financial burden resulting from the deceit and would virtually endorse and encourage XXXX XXXX to continue to victimize other members. We are only asking for our last contract to be cancelled because there is no question he lied to us and took advantage of our vulnerability ( due to medical problems XXXX. 

XXXX XXXX XXXX after the AZ XXXX received over XXXX XXXX XXXX accused of violating the AZ XXXX XXXX XXXX : " XXXX shall enhance its programs, policies and training and continue to instruct and train its Vacation Counselors and Sales Managers to comply with the ACFA. XXXX shall advise all Vacation Counselors and XXXX Managers that they XXXX not : i. deviate from sales material ii. make oral representations at the point of sale that are inconsistent with XXXX 's Purchase Documents. '' In XXXX response, XXXX clearly stated its position - that a sales agent is allowed to say anything under the sun to sell points. This is contrary to XXXX stating that it will go " above and beyond '' the requirement of the AOD rolling out XXXX nationwide. This corporate response says XXXX endorses and approves deceitful and " bait and switch '' tactics using/abusing the oral representation clause solely to XXXX 's benefit : XXXX XXXX XXXX XXXX ) Complaint # 3 Virginia Residents asked not to be identified XXXX XXXX, XXXX, XXXX XXXX in XXXX, VA by the XXXX, VA XXXX, XXXX points, XXXX  Sales person XXXX XXXX So we attend, get a few updated details and then XXXX starts to tell us about this wonderful opportunity only being offered to certain Platinum owners! An ELITE program! Just for us!!! He did tell us about the XXXX program for luxury accommodations XXXX something wed likely never use as its spending MORE money and using less points when we have a hard time using all the points we have to start with and we told him so! ) and about travel service, which we do use to pay for travel with our points for airfare, etc., though those benefits are not what they used to be. But then the ELITE program wed be able to turn in points back to XXXX each year for XXXX to use, recycle them, to bring in potential owners and use our point allocations to do so. In exchange for turning these points in for recycling back to XXXX on the given year we would receive XXXX! AND that we would ALWAYS get XXXX XXXX  off on points for reservations NO MATTER WHEN THEY WERE MADE. This would allow us to PAY FOR OUR FEES WITH THE XXXX and STILL have enough points on which to travel!!! 
He convinced us to maintain the offer of this ELITE program by doing a sampler program which would of course be credited back toward the purchase. But wed have to buy AT LEAST XXXX points to take advantage of this program and be part of this ELITE group. Oh and we just had to contact him in XXXX when the fee invoices would be sent and hed tell us how to use the program. 
We bought the sampler and - being so enticed by the fact that we would forever into the future ( according to XXXX XXXX be able to pay our fees this way and that this benefit would be passed on to our children and theyd also be able to pay the fees by recycling the points back to XXXX went back the next day while they were still there and purchased the points. We knew it would be more points than we could ever use in a year XXXX at least until we were well into retirement and have the time to travel more ) but that wouldnt matter because wed be recycling the points back for the XXXX so it would all work out. 
Well no such program exists! They didnt give us anything in writing that day and even somehow retained our personal notes Im assuming so that wed have no proof of the lies they fed us. The Platinum Department NEVER HEARD OF THIS PROGRAM. We kept trying to find out from XXXX. His voicemail was always full. He never responded to email. Then we went to the XXXX XXXX XXXX, XXXX XXXX, who just put us back to XXXX who was now in VA XXXX. Of course when we finally DID get XXXX to call back he denied every telling us about such a program. A blatant LIE! The ONLY REASON we agreed to still more points was that we could now afford the ever increasing fees. WE NEVER WOULD HAVE BOUGHT THESE POINTS IF WE WERENT PROMISED THIS BENEFIT OF PAYING OUR FEES @ XXXX AND NEVER PAYING MORE THAN XXXX XXXX OF THE COST PER RESERVATION. 

http : XXXX

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