Consumer complaint received 2023-09-07
Company: BARCLAYS BANK DELAWARE
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
My husband and I both have over 20 years of military service to our names. We have been put through the ringer with XXXX XXXX. XXXX has XXXX XXXX XXXX XXXX XXXX  and I don't know how much time I'm going to have left with him nor should we be stressing about this criminal company. Please read the following : SUBJECT : XXXX XXXX  We are writing in reference to two contracts that we hold with XXXX XXXX XXXX in XXXXXXXX XXXX 
We believe that XXXX has misinformed us into signing these contracts. I have a contract that has an exorbitant cost of purchase on it and did not realize until the first payment was charged to my credit card for loan and maintenance fee it was something I could not possibly pay. 
We were on a party weekend and were wined and dined and on the last day, breakfast was served and a new presentation was given. After the presentation you are always greeted by a sales person who tries to sell more points to you. This time the person who took us back to the room where they try to get you to buy more points ( using high pressure tactics ) introduced himself as a finance manager from cooperate and was assigned especially to us to help us get the most for our money. He told us that we needed to upgrade to a deeded contract as the maintenance fee on our current contract was going up to {$750.00} a month shortly and we were not getting the best deal for our money right now. He did a lot of math on a piece of paper ( wished I had it ) to show how we were in a position to upgrade to a deeded property at XXXX XXXX and we would own it. He said there was only possibly one unit left in the complex to purchase as they all had been sold, but there were clients there now who were thinking about upgrading to presidential status and theirs would be available for us. I guess they upgraded as about hour later XXXX XXXX comes back and states you are all set it is yours and now you have deeded property here and XXXX XXXX points. I will also give you 2 airline tickets to anywhere in the US with this purchase. Airline tickets next happened as they might have been free but it wasnt for XXXX proprieties and you needed to stay on the airline proprieties at XXXX XXXX a night. We were also told that we could rent this property to help offset maintenance fees, and use points to pay maintenance fees. Needless to say we signed another contract without totally looking at figures as he was continually talking while we were signing. XXXX said at end of signing any questions call me and I will be happy to help. Never heard or got a hold of him again. I called numerous times when I realized that this contract was something we couldnt possibly pay. You cant even get to that department by phone. 
When XXXX rolled around and I saw the loan payment was {$1200.00} and maintenance fee was {$560.00} that they put on auto pay to my credit card I immediately knew I could not pay this. At this point I called corporate and they said there was nothing they could do. No one would help and I was given XXXX XXXX XXXX to try and rent my points. I transferred XXXX points to their vacation plan through XXXX XXXX XXXX to rent these points and I would get 60 % and they would get 40 %. I had 14 days prior to date of rental to cancel ; I never heard from them so I cancelled all points and took them back. I tried getting XXXX, the salesperson, to call me with no success. I left messages with the business office to have anyone call me back about this contract with no response. After spending all of XX/XX/2020 on this we decided to book a few days there as we knew from past experience we would have to attend one of their presentations and we could get their attention that way. 
On XX/XX/2020 we meet with the assigned person to our account that day after the presentation. We had our contract and told him we needed to speak to someone about getting out of it as we couldnt make these payments. A XXXX XXXX and XXXX XXXX came and talked with us. At first they said nothing could be done and with this, I said I cant pay this in a room of other potential buyers. They said can you wait a minute we will be right back. Upon returning they said they needed to talk to some other people and go back to our room and they would contact us. We were to meet them the next day. Greeted by XXXX XXXX in the lobby the next day the solution was to take XXXX entirely off the current contract and give him his own contract for a short period based on his current health issues XXXX XXXX  XXXX XXXX XXXX ) we could file for a hardship and get out of the contract through XXXX. In order to do this XXXX needed to be removed from the current contract and just have it in my name. Pay off my contract with money already paid on other contracts and the remainder owed would be put on a contract solely with XXXX as owner. They would also reduce my contract to XXXX points based on money already paid. This sounded feasible at the time but I ( XXXX XXXX was not allowed to go upstairs as they did not want me involved or seen with XXXX at this point. With this contract solely in his name he would be able to claim hardship based on medical condition and get out of contract. 
The new contract was written for {$51000.00} with {$45000.00} already paid from previous contracts. A charge of {$5000.00} was sent to XXXXXXXX XXXX for a loan with a 6 month interest free. XXXX XXXX credit cards were also charged for down payment {$5700.00}, and {$650.00}. An auto pay was set up for {$750.00} for remaining loan and {$110.00} for maintenance fee. My deed was retuned and a new contract was written on XX/XX/2020 with me as sole owner of property. 
When a three month period came and I called XXXX about starting XXXX process, he said nothing was being forgiven because of XXXX. I called again at six month period was told the same thing. On the one year mark I text XXXX XXXX and said I am through I cant pay this any longer and what was I suppose to do, XXXX was bankrupting me. He said call Finance and they would help me. Finance said there was nothing they could do, sell it. Next stop was XXXX  which was supposed to be the hardship route. Called XXXX and a girl name XXXX said she was sorry to hear XXXX  satiation and would call back in a few days. She gave us her phone number and we have never heard from her again. We have left messages with other employees for her to call, she was either on another line or away from her desk. I again reached out to XXXX and he said we could always walk away and not pay. I said I did not want to ruin my credit rating over XXXX and his reply was at your age what difference does it make. 
At this point we finally realized XXXX didnt care and it was time for us to take more drastic measures on our own. 
XXXX XXXX

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