Consumer complaint received 2018-07-24
Company: BARCLAYS BANK DELAWARE
State: VA
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 applied for the Barclaycard Ring Mastercard during the week of XX/XX/2018. My main attraction to this particular card was the 0 % intro APR for 12 months on balance transfers made within 45 days of account opening. I was looking for only credit cards that offered the 0 % balance transfer fee. I applied and was approved for this card via email on XX/XX/2018. I received my card in the mail on either the XXXX or XXXX of XXXX. My terms and conditions inside the envelope were different than the ones I applied for. I had a low interest APR of 10.74 %, however, I saw nothing about the 0 % intro APR on balance transfers. So when I called to activate the card, I asked someone about the offer I thought I was receiving. At first, the woman I spoke to says there was no offer for 0 % and that I would be paying the 10.74 % on the balance offer. I explained to her that I only applied for this card for the 0 % APR. That offer was and still is on their website ( as of XX/XX/18 ). The representative spoke with a manager and they were able to resolve the issue. She proceeds to tell me that initially, we will process the balance transfer with the 10.74 % but after they do everything on there end, ultimately after maybe a week or so, the APR will be the offer rate of 0 %. I was happy about this. Confused as to why it took all of this work for an offer they still have advertised on their site, but happy. So yesterday, XX/XX/18, I was prompted to call Barclaycard because the card company I was transferring the balance from emailed me to make my monthly payment soon. So I checked my online account with them to see if the balance had changed with the balance transfer since it had been a week. They told me when I did the transfer that it would take between 7-10 business days. When I called to see what was taking so long, I was told the same thing I was initially told that there was no offer for 0 % available. So me and the new rep ( XXXX, ID : XXXX ) go back and forth for a little while about the issue and I tell her that all of this information should be in my notes. She looks and says that I was correct but what actually happened was my case was sent to the escalation team and they had to approve the change and they didn't. So now I am infuriated. The first rep I spoke with NEVER told me that her actions needed to be approved. I was under the impression that her supervisor gave her the authority to complete the task and that all of this was done. Someone is obviously wrong at this point and they are taking me in circles at this point. I don't even want the card anymore. So she creates another case. I ask to speak with the escalation manager that denied the request in the first place. In order to do that, the person would have to call me. She calls me on XX/XX/18. Her name is XXXX and she is the Escalation Manager in the Nevada office ( ID # : XXXX ). XXXX and I go back and forth because she tries to tell me basically that there is no offer for 0 % intro APR and and that they will have to send this case to the back office for investigation to see what was actually offered when I applied. I didn't feel like she was understanding my frustration or trying to make the situation right as a manager. SO AFTER OF ALL THAT, I still have to wait up to 30 DAYS for the back office to investigate this issue and make a ruling on how they are going to proceed. To me, they should honor the offer I applied under. PERIOD. The offer is still on the website as of today, XX/XX/18. They are false advertising this offer for more applications and I will not stand for it.

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 non-monetary relief