Consumer complaint received 2017-10-25
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
XXXX XXXX and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX, CA XXXX Married on XXXX/XXXX/XXXX California Residents XXXX XXXX XXXX, XXXX This sent to XXXX XXXX. I have had no response. 
XXXX XXXX XXXX XXXX We want our two Barclay Cards and loan cancelled and down payment  refunded. We have been lied to since we first purchased from XXXX agent XXXX XXXX at XXXX XXXX in XXXX XXXX, having learned Diamond points are not an investment. XXXX XXXX told us points were equity and would help us when we purchased a house. XXXX XXXX at XXXX XXXX CA told us the points we purchased from XXXX XXXX were worthless and we had to buy additional points. This was not true either. XXXX XXXX at XXXX XXXX was the most deceitful as described below. 

Please respond by XXXX XXXX before we file complaints with the Nevada and California Real Estate division against the three agents, the Consumer Financial Protection Bureau, Attorneys General and the Better Business Bureau. 

XXXX XXXX XXXX XXXX XXXX to get married XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX for the Sales presentation/ not married yet and just finished bankruptcy a couple months prior Presenter- XXXXXXXX XXXX- XXXX Contract # XXXX XXXX points Purchase price {$16000.00}. 
Amount Financed {$14000.00} at 17.99 % We opened a Barclay credit card in only my husbands name We were told that by buying XXXX points we were on the lower part of the ownership but still owners and would be able to enjoy all the benefits. While chatting with the presenter we informed him we could do the lesser of the options because we were trying to save up to buy a house. He then told us this was perfect because we now own property that builds equity and will help us later. The tablet that contained the contract terms was broken. We had no understanding of the terms until after the rescission period. 

Orientation XXXX XXXX XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX XXXX Presenter- XXXX XXXX XXXX XXXX Contract # XXXX Purchase price {$6900.00}. 
Financed {$6100.00}. 
{$900.00} on the Barclay in my husband 's name to pay the down payment XXXX points XXXX XXXX said we were not full members and we should have received a letter to go to full membership. We never received a letter. He then gave us an option of a deal that would only be good right then but we would have to buy XXXX more points to become full members. He made this seem like a huge deal because upper management would not want to give us this deal but they were working with us so that we would be happy. He informed us that what we had was worth nothing now and we would have to upgrade to be able to use any benefits. 

Went to XXXX XXXX XXXX for first year anniversary XXXX/XXXX/XXXX XXXX XXXX XXXX XXXX Presenter XXXX XXXX ( Unknown ID # ) Contract # XXXX Purchase price {$22000.00} Financed {$38000.00} {$18000.00} plus {$19000.00} wrapped loans XXXX points My husband called Diamond to ask if there was anything special happening this week to surprise me on our anniversary, XXXX presented him with a {$99.00} deal that offered Dinner, a concert, and breakfast. We went to a breakfast and unknown to us this was once again another sales pitch to upgrade once again. 

XXXX XXXX informed us once again we still were not full members and we were paying on two different contracts so we were paying double for maintenance fees and taxes and monthly mortgage fees and informed us they could get these contracts wrapped for us but we needed to upgrade to be full members. 

We have been told at all of the upgrades that what we have is not worth anything because we still didnt have enough points. We were informed by XXXX that she would be our personal advisor because everyone has an advisor so we are orphans. She informed us not to book anything or make any decisions without contacting her first. She informed us not to go to another presentation until we are ready to upgrade. She has never returned my calls. 

XXXX said we are obligated to upgrade at all these presentations and if we do not our prices would go up and the deal we had before would not be valid. The prices were outrageous! She said if we didnt sign this contract then we pretty much have something that is worthless because we werent full members This was supposed to be our one year anniversary vacation, they ruined that by putting this much more financial stress on us. They make it sound like we dont have a choice but to sign the contract. Our first year of marriage has been very strained because of this.

We opened a second Barclay card because they couldnt extend the credit on the one we already had. Now have to pay double APR on two cards. We tried to pay one of the cards off with another credit card that had less APR but they wouldnt allow us, they said only cash. We were informed by XXXX that we could pay our maintenance fees with our points from the Barclay card. She told us to pay our monthly mortgage payments through our Barclay to earn more points but when trying to do that diamond charged us 2 % more raising our monthly payment by {$50.00} more. 

XXXX My husband informed me a man from XXXX called and tried to sell him more points. He said we were only XXXX points from Silver and doesnt understand why we were not sold those points last time. ( I thought we were supposedly already silver members ) My husband states he was being very pushy. He said if we dont buy now the points would go up to {$8.00} and we can buy them for {$4.00} now. 

We need to stop paying for this because we can barely buy groceries each week. We 've only been married a year and this has been the most stressful year of our life because of XXXX XXXX. This was supposed to be the best year of our life.

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