Consumer complaint received 2022-10-15
Company: BARCLAYS BANK DELAWARE
State: WI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/2022, my husband and I met with XXXX and XXXX XXXX salespersons at XXXX XXXX XXXX, XXXX. We were taken advantage of, mistreated, lied to, coerced, and swindled by XXXX 's and XXXX XXXX 's salespeople. After 7 excruciating and exhausting hours, being physically moved to 3 different sales areas in the resort, and with 5 different salespersons that day, after we explained to every salesperson we met with that we were not in a place emotionally or financially to make a decision to purchase anything because of the loss of our 2-day old grandson just a month prior, we finally were broken down enough to agree to a purchase of the cheapest offer of the day. Regarding the contract we signed for the XXXX XXXX purchase, we were repeatedly assured that we were able to stay at XXXX XXXX anytime we wanted to for 100 years, the same as the XXXX membership ( which we said we could not afford ) would offer, but the less expensive XXXX XXXX package would allow us travel to other resorts and hotels as well. The salesman explained that the XXXX XXXX package would also include the bonuses of 1 free week staying at participating XXXX resorts as well as two free round trip airline tickets, and two resort weeks at XXXX XXXX XXXX. The XXXX XXXX salesman explained that we would receive more detailed information about our XXXX XXXX package and membership privileges within several days of purchase. On XX/XX/XXXX, I was told by a XXXX XXXX representative on the phone that we would be receiving login information to use to access the membership privileges on the XXXX XXXX website within a few days and then we would have access to the details of our package. Not until we filed a complaint with the XXXX XXXX XXXX, 3 months later, did we receive any information about how to log in to create an account and access information about our membership with XXXX XXXX XXXX XXXX In XX/XX/2022, we provided documentation to XXXX of the transaction between my wife and myself and XXXX XXXX XXXX XXXX, XXXX  which was also provided to the XXXX. As noted in that documentation, the credit card company we used to pay for a portion of the vacation package determined the transaction fraudulent and refunded us the total charge of {$7700.00} paid to XXXX XXXX XXXX XXXX XXXX state they are retaining {$5000.00} of the {$12000.00}. paid by us on XX/XX/2022, as they claim this was an " initial membership participation fee '' which is non-refundable. Nowhere, in any of the paperwork we received regarding the transaction does it note that {$5000.00} of the total {$12000.00} charge is an " initial membership participation fee. '' In XXXX, we included the " XXXX XXXX Purchaser Acknowledgement '' form, the " Enrollment Application '', a " Payment Receipt XXXX '' and an " Authorized Initial Purchase Amount '' form for reference. Again, there was no mention of an " Initial Membership Participation Fee '' charge of {$5000.00} in any of that documentation. We received the " Authorized Initial Purchase Amount '' form from the XXXX credit card XXXX XXXX XXXX mail about 3 weeks after we purchased the vacation package on XX/XX/2022. This was after we notified XXXX and XXXX XXXX of our dissatisfaction of the purchase and our request for a refund. In this form " Your Rights If You Are Dissatisfied with Your Credit Card Purchases '' are noted. To exercise the right to not pay the remaining amount due on the purchase following trying in good faith to correct the problem with the merchant the following conditions must be true : 1. The purchase must have been made in your home state or within 100 miles of your current mailing address. 
2. You must not yet have fully paid for the purchase. 
Since we purchased the vacation package while in XXXX, the purchase was not in our home state or within 100 miles of our address, and we did pay in full. We were never informed of these ridiculous conditions of our customer rights when we applied for the in-house financing ( XXXX XXXX  credit card XXXX XXXX Nowhere in any of the documents provided to us by XXXX XXXX XXXX is there an explanation or description of an initial membership participation fee charge of {$12000.00} or {$5000.00}. The purchase price is noted as " enrollment cost '' on the " XXXX XXXX '' contract ( Number : XXXX ). The {$5000.00} charge on the XXXX credit card is noted as " Initial Purchase ''. The terms and conditions of the XXXX credit card were never provided to us at the time we applied for the card. We received a hard copy of the terms and conditions by mail several weeks after we applied for and paid XXXX XXXX {$5000.00} XXXX If we would have received the terms and conditions and been aware of the restrictions regarding being able to dispute charges only if charges were made in our home state or within 100 miles of our home address, we would certainly have not used that card for any part of the purchase. We believe this is part of the fraudulent, deceitful, and unethical business practices of XXXX XXXX XXXX XXXX We have been swindled out of {$5000.00} by XXXX XXXX XXXX and XXXX XXXX We have received no service or goods for the {$5000.00} charge on the XXXX credit card. XXXX XXXX and XXXX XXXX XXXX consider this case closed. We do not consider this case closed because the contract has been cancelled by XXXX or XXXX XXXX XXXX We will consider this case closed whenthe {$5000.00} charge ( and late fees ) on the XXXX credit card are removed. Moreover, when we received notification by letter in XX/XX/2022 that XXXX was investigating our complaint ( Case # XXXX ) regarding the transaction and charges, we contacted XXXX by XXXX. The representative we spoke with assured that the case was closed and the {$5000.00} initial charge as well as the late fees would all be reversed and our account with XXXX would be closed. We were shocked when we received a bill in XXXX for the {$5000.00} plus interest and late fees. XXXX XXXX XXXX XXXX XXXX provided a response to our complaint and disputed our accusation of fraudulent business practices. The XXXX  provided documentation to us that XXXX XXXX did not respond to the complaint for fraudulent business practices. We have received no goods or services for the {$5000.00} charge on the XXXX credit card statement.

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