Consumer complaint received 2020-05-11
Company: BARCLAYS BANK DELAWARE
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Fees or interest
Sub-issue: Charged too much interest

Complaint:
Hi, I'm filing this complaint against - BARCLAYS 's Credit Card with XXXX Rewards. 

I'm using this card for a long time ( >6 Years ) and I always have used this card for my purchases at XXXX because of the benefits they provide on purchases made at XXXX. 

Visit this for more info- https : //www.barclaycardus.com/apply/financingeducation/ The above link has all the information that you need to know before using this card. Apart from that I never had any other information until today. Basically, there are two benefits - 1. You earn XXXX points when you make a purchase 2. Your purchases go into special financing options so you can pay that within that time frame to avoid interest charges. 

Now, just today I got to know from the Barclays customer service ( Supervisor ) that for 2nd benefit, you need to call them to find if that special financing option is available or not before making any purchase. I called them because I was getting interest charges from the last couple of months on one of my XXXX purchases and I was not sure why it was happening even when I am making payments ( more than minimum payment ). 

When I called them they told me the time I made the purchase the promotion was not going on and you should have called us to determine this ... The complaint that I need to file is - They did not specify this requirement to the customers? How would customers like me get this information? Nothing is mentioned about this on https : //www.barclaycardus.com/apply/financingeducation/. When they sold the card they mentioned the 2 benefits and that's why I was using the card for a long time and now suddenly after so many years they stopped automatically special financing promotion and started a new requirement of customers call them and ask for this? 

There was no communication on this change to old customers as well? During the COVID - their phone lines were not working. They were playing automated messages on their customer lines to send a message instead of a call. I sent them 2 emails, followed up with them for 2 months but nothing happened. Today after I see another interest charge I tried to call them and luckily got connected. But during the call, they told me I did not call to confirm the promotion? How would I know that I need to call? 
And how would I call when your phone lines were down during the COVID? 

I'm not sure what would happen with this complaint. Whether any actions will be taken on them or not but as a customer they have given me a lot of mental stress. They were not supportive and they were talking like it's my mistake that I did not call and I confirmed about the promotional benefit. 

Being an old customer, today I'm very upset with their service and behavior and paid out all balances and now closing my accounts with them. 

I would like to know what actions can be taken on misinformation? 

Thanks

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 monetary relief