Consumer complaint received 2023-03-22
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers — Didn't receive advertised or promotional terms
Company: BARCLAYS BANK DELAWARE

Complaint:
To Whom it May Concern : I send this complaint with respect a credit card I recently opened with Barclaysspecifically the XXXX XXXX XXXX XXXX product. 

Shortly after opening the account, in XX/XX/XXXX, I received an offer for 0 % interest for 14 months on all balance transfers. After reading the terms and conditions I was quite confused and called the customer service number provided on my card. Namely, I did not understand how interest would be applied to purchases versus the balance transfer. In other words, would I see two statements, one with the balance transfer amount and a 0 % interest rate v. Purchases amount with the 24 % interest rate. The representative explained that once I initiated the balance transfer my interest rate would drop to 0 % for BOTH purchases and the balance transfer. I confirmed this was the case over and over with the rep during the nearly 10 minute call as I recently moved into a new home and had significant purchases to make for the home. Based on the the representatives statements, I spent nearly {$10000.00} on the card. I would never have done so but for her continued promises that I would have a 0 % interest rate on purchases. Indeed, it makes sense as I could have spent this amount on another card and just transferred that amount to my Aviator card and captured the 0 % interest. 

Subsequently, after I made the purchases, I checked my online account and saw that the interest rate was still 24 % on purchase. I immediately called customer service who told me, in sum and substance, our rep was wrong but we are not going to honor what she told you. I begged that they please listen to the call and call me back. They promised to do so and call back in 48 hours. 

The next call I received was simply horrible. This third representative had not listened to the original call, as promised, and essentially told me too bad you are stuck with this interest rate and there is nothing she could or would do. She also refused to provide me with a copy of the original phone call. I reiterated that I wanted a copy of the original call and to speak with someone who had actually listened to the call, as promised. Absent honoring those simple requests, I would pursue a complaint with appropriate agencies to protect my rights as a consumer. She told me someone would call me, again ; I have yet to receive any further calls. 

I am a XXXX XXXX and fairly sophisticated in reading and interpreting contracts. The terms and conditions presented were so confusing, hence my call for clarification. If I could not understand the terms and conditions, I assume it would be quite difficult for the average consumer. I emphasize I would have never spent thousands of dollars on this card but for Aviator Mastercards false representations that my interest rate would be 0 % on purchases for 14 months. The failure to honor this is fraud which is going to cost me dearly and put me in a very bad place financially. I respectfully request that the company be forced to honor the 0 % interest rate promised until XX/XX/XXXX on all purchases on my card following the balance transfer. 

Thank you in advance for your assistance with this very stressful matter.

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