Consumer complaint received 2017-11-25
Company: BARCLAYS BANK DELAWARE
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Struggling to pay mortgage

Complaint:
I will also be filing complaints against the agents mentioned below with the Nevada Real Estate Division. They treated us so badly and threatened to have XXXX sales agent XXXX fired because it was not legal, per them, for him to hold a price. Their manager got on my phone, speaking to XXXX, chewing him out. I was so very upset that I started to cry. Confused and not knowing what to do. 

We signed the new contract so XXXX would not be fired. 
{$1500.00}, they opened a new XXXX XXXX credit card in my name because I did not have the money. Another {$3100.00} was charged to two different XXXX cards, plus the {$1500.00} down. 
On XX/XX/XXXX, we again went to XXXX XXXX XXXX XXXX. We spoke to XXXX to try and explain about XXXX XXXX. He introduced us to XXXX XXXX. XXXX explained to us about the trial Platinum. 
I hesitated about the purchase because the money was going. He said there was a company that we could refinance with that had a better rate than XXXX, so our payment would be less. That was not so. The company only goes for half the time and the payment would then be the same. It was too much. 
Also we were told we are real estate agents. You can write off the interest paid and closing costs on these contracts because it is like real estate. Proof because they have RE lic. Not so. Our accountant said we were not allowed to take any deductions. They said we had to buy that day so we could not talk to our accountant. 
Anytime we check in, they harass us to do another update. In XXXX XXXX while checking in, the woman wanted to follow me to the parking garage to get XXXX to change his mind even though I told them NO. She said she needed for us to participate so she would get credit. 
Also last XXXX we had to refinance our house to pay off the credit cards. They want us to do it again to stay in XXXX and become permanent platinum. 
It is my hope XXXX will help this family so obviously taken advantage of. 
XXXX XXXX We are seeking a partial loan cancellation and refund due to deception at the last upsell as we have purchased points previously that had been rolled into one loan. This last purchase has caused a XXXX XXXX. We have used all our savings. We have paid {$76000.00} and we still owe {$93000.00}. 
Please help us. I am XXXX and XXXX is XXXX. He was stricken with XXXX XXXX in XX/XX/XXXX. He was not thinking clearly for quite a while. 
XXXX XXXX advised us to talk to XXXX XXXX XXXX Department before calling an Elder Abuse lawyer or filing regulatory complaints. She said you have helped others in our situation because of a new program called XXXX. 
Current points XXXX Current Loan Balance : {$93000.00} Current Maintenance Fee : {$6900.00} Total Purchase price per contract XXXX XXXX XXXX. XXXX pts. Int. 13.65 % From XXXX XXXX XXXX ( XXXX ) XXXX XXXX. contr. XXXX pts Int. 13.49 % From XXXX XXXX XXXX Cancelled : 3 times. 2 times in XXXX XXXX and 1 time in XXXX XXXX. 

We traveled to XXXX XXXX XX/XX/XXXX and met with XXXX XXXX. We purchased another XXXX points to move us up to XXXX. After agreeing to this, we again changed our mind and cancelled. The reason was our XXXX year old granddaughter was XXXX of XXXX XXXX. My son had already XXXX XXXX XXXX XXXX XXXX and we were helping him. XXXX said he would hold the price per point until we were ready to move to XXXX. 
On XX/XX/XXXX, we went to XXXX XXXX again. They again said they were going to give an update to explain the purchase of XXXX by XXXX. This was NOT to be a presentation - just an update. 
The salespeople checked our account and said that we had a pending contract on file and we would need to purchase or the contract XXXX was holding would be null. They treated us so badly and threatened to have XXXX fired because it was not legal, per them, for him to hold a price. Their manager got on my phone, speaking to XXXX, chewing him out. I was so very upset that I started to cry. Confused and not knowing what to do. 
We signed the new contract so XXXX would not be fired. 
{$1500.00}, they opened a new XXXX XXXX credit card in my name because I said I did not have the money to do this at this time. Another {$3100.00} was charged to two different XXXX cards, plus the {$1500.00} down. 
XXXX points purchased New payment {$660.00} We went home and cancelled this nightmare. 
XX/XX/XXXX we again went to XXXX XXXX. While there XXXX XXXX came to our room and asked us to come to his office for a talk to explain why we had cancelled the last contract. 
Also told we could use points to pay maintenance and buy plane tickets and other things. We were not told Platinum members can only use maintenance fees at XXXX cents a point. 
We agreed to another XXXX points. They had us open another credit card in XXXX name for {$4000.00}. 
Now XXXX XXXX XXXX XXXX has been calling, XXXX XXXX and his Supervisor XXXX. They are saying we need to upgrade to XXXX points to be permanent XXXX. Telling me we should never had been given the price on the other points of {$3.00} each. I do not have a clue how much a point we paid. We were never given a copy showing the cost. He said the points are now selling for {$8.00} each and that is what we should pay. 
I told Him No! 
Maintenance Fees increases. We were never told maintenance fees would go up each year. They have used all our savings. Paid {$76000.00} and we still owe {$93000.00} XX/XX/XXXX {$2700.00} XX/XX/XXXX {$1600.00} XX/XX/XXXX {$2700.00} XX/XX/XXXX {$5100.00} XX/XX/XXXX {$6900.00} Please help us.

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