Consumer complaint received 2021-12-15
Company: BARCLAYS BANK DELAWARE
State: NJ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
I opened an account with frontier XXXX with barclays based on an inflight promotional offer i was given on a flight for frontier airlines. I still have the promotional document. It said i would get annual fee free for first year, valued at {$79.00}. I used the promo code given to me when signing up, and i got the card. I was charged the annual fee and i tried to open a dispute online. While there is an online dispute option, you can not dispute annual fees. In addition, i called to open a dispute, the same issue happened, this against reg z. I opened a regular complaint on the amount and they said they would research. This was on XX/XX/XXXX and on XX/XX/XXXX they told me they would come back in few days, and still no response. I called a few times after that and they said 2 billing cycles, but in that time i was still liable to pay for the annual fee. The email send and response are here below. Each time i call, the care center reps are not able to do anything for me- and say i will get a response soon but i have to pay until then. I paid the annual fee to stop myself from having other issues, but clearly the dispute process here breaks Reg Z and the misleading and unfulfilled promo offer breaks XXXX. I was not able to open a dispute on this, i didnt get a timely response and not in the 2 billing cycles promised ( no response yet ) and i did not have the amount due suspended. Please help me get them to respond to me and close this issue so that all offer terms are fulfilled as promised. 

Response Customer Care via EmailXX/XX/2021 XXXX XXXX Hi XXXX XXXX XXXX Thank you for contacting us about your Frontier Airlines XXXX XXXX XXXX 

Upon review of your account we show that there is already a concern raised XXXX regarding your annual fee issue. It has been sent to the concerned team to investigate. We request you to please allow us few days to investigate the issue. For the best service possible, please call us anytime at XXXX. Were here to help 24 hours 7 days a week. assist. 

We hope you find this information helpful, and we thank you for your continued business. If you have any other questions or concerns, please reply to this message. 

Sincerely, Customer Care Customer XXXX XXXX via XXXX WebXXXXXX/XX/2021 XXXX XXXX Hi, I have called and entered in a request to remove the annual fee given the promotion material that was provided to me on the plane of first year annual fee waived. This promo code will be looked into but I am being told that they will take 2 billing cycles to look into this and I am liable to pay this amount until then. However, this is not regulatory law as i am disputing this amount due to the promotion materials I have been given. Therefore, per Regulation Z, the amount must be suspended until the apropriate investigation is done and completed as my promo is applicable here- i still have the marketing material and code and that was provided. Therefore, please remove or suspend this charge until you are able to complete your thorough investigation. On the phone they were not able to help me and the form also does not allow dispute of this charge. I expect contact ASAP on this matter so I can resolve this prior to XX/XX/XXXX, when the bill is due, so that I am not subject to additional consumer harm to my credit and financial record.

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