Consumer complaint received 2022-09-30
Company: BARCLAYS BANK DELAWARE
State: CA
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 received several 0 % promotional APR emails from XXXX XXXX Barclay Card ( screenshots attached ). On XX/XX/XXXX, I contacted Barclay to activate this offer and request a new card be mailed to me with expedited speed. When I did not receive the card within the expedited time frame, I contacted them again on XX/XX/XXXX and found at they had not annotated the requested expedited time frame in my notes and had to generate a new request. There was also a third call required before I finally received my card but I do not remember the dates and details of this call ( I do know it occurred prior to XX/XX/XXXX ). While trying to resolve this matter, I found out that they did not even have records of all conversations I had with representatives. Although I did receive my card, I furnish this explanation as an example that they inadequately annotated my calls. During my numerous calls to Barclay, I also confirmed that the 0 % promotional APR had been applied and was told it had been. Having confirmed that this promotional period was applied, I made a {$3100.00} charge on XX/XX/XXXX. There was also a " fast card fee '' - the fee for activating the promotional offer charged to my account on XX/XX/XXXX. When I logged into my account to begin prompt payments on this amount, I was only presented with the option to pay the minimum balance or the entire statement balance. I contacted Barclay about this on XX/XX/XXXX and was told that I am not currently being charged interest on {$3100.00} but they had no record of a promotional offer applied to my account. They were unable to give me a timeframe of how long I would not be charged interest on this amount or let me know the required date by which it would need to be paid in full. I asked to speak to a supervisor about this and was told it was not possible ( really? no supervisor on duty? ). A complaint was filed asking for a supervisor to call me and help me resolve the matter further. However, I am a doctor and not able to receive calls during most business hours. Furthermore, my phone screens calls from unknown numbers. I asked if I could be provided with a contact number ( or other contact info ) in case I missed the call and was denied. I am concerned regarding a number of outcomes : my interaction with Barclay has demonstrated that they do not adequately annotate their calls and I have concern that they may not have noted their verbal confirmation of my promotional offer. I am also concerned I will not be able to get in touch with a supervisor to resolve this issue. I am further concerned that I will be charged interest due to inaccurate application of the promotional offer on my account, inaccuracy in reporting information to me about the status of this offer, and/or their inability to tell me when the balance must be paid under my promotional terms.

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