Consumer complaint received 2017-06-07 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Struggling to pay mortgage — 
Company: BARCLAYS BANK DELAWARE
State: VA

Complaint narrative:
We attended a very high pressure sales and " owner update '' in XXXX on XX/XX/XXXX at the XXXX XXXX XXXX sales office while staying at XXXX XXXX. I had suffered a XXXX XX/XX/XXXX, about six weeks before our sales presentation, after being XXXX XXXX XXXX XXXX XXXX  while I was walking in downtown XX/XX/XXXX. We repeatedly stated that we could not afford anything that would require a loan, and did not like the difficulty we encountered finding availability. Maintenance fees were rising faster than we expected. The salesman repeatedly assured us that if we took advantage of the promotion offered that day, we would not have to worry about any maintenance fees after the XXXX calendar year, thereby saving money over the long run. He said this promotion would have been offered to us had we participated in dinner meeting offers over the previous year. Both the salesman and his supervisor confirmed this special offer. We were told that we would no longer have to pay for annual maintenance fees, having qualified to participate in the special program that was not publicly available. The salesman illustrated in chart form on a paper how this program would save us money by trading in part of total our points each year. He said the remaining points would actually get " treated as double points. '' They both explained we would receive a phone call ( annually ) in XXXX right after our maintenance fee bill arrived and would be guided to trade in the proper number of points to write off the entire maintenance fees each year. In order to take advantage of the offer we opened up 2 credit cards ( in each of our names ) with Barclay to pay for the contracted points at 6 months no interest although only one of us actually had income at the time.
# 1 - {$16000.00} # 2 - {$6700.00} This past XX/XX/XXXX, when the call never came, we started contacting XXXX XXXX on XX/XX/XXXX to find out what happened to the special program, where we were told that no such program exists and it 's not in our contract so we are out of luck. We asked for a financial waiver again inXX/XX/XXXX due to medical expenses, but were refused a refund as they denied any bait and switch tactics, but we were told we could return our contracts for a fee to avoid future maintenance fees, but are still responsible for the $ 22,000+.
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Due to unexpected and ongoing medical bills over the last 2 years, we have had trouble making payments on this and other credit card loans and are desperately trying to maintain our good credit rating. We have been transferring the balances to other credit cards to maintain low interest, incurring fees each time we do so. We feel that the promises made by the salesman and his supervisor were misrepresentations, and by the time we confirmed that the program did not exist it was too late to get out of our contract.

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