• Report: #517405

Complaint Review: Juniper Bank - Barclays Bank Delaware

  • Submitted: Fri, October 30, 2009
  • Updated: Fri, February 12, 2010

  • Reported By: Consumer 007 — Woodbridge Virginia United States of America
Juniper Bank - Barclays Bank Delaware
Internet United States of America

Juniper Bank - Barclays Bank Delaware Barclay's Capital Deceptive Business Practices - Poor customer service Internet

*Consumer Comment: Phone number is


*Author of original report: Response to previous comment

*Consumer Comment: WOW! Similar to me

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So, I've been a customer with Juniper (bought by Barclay's) for over two years, with one of their credit cards.  Generally I was happy with their service until about two months ago...

During a period of transition between jobs, I exceeded my credit limit by, no kidding, less than a dollar.  As a result of this, I was charged a $39 fee.  Not great customer service, but not the end of the world either.

But here's where the fun starts.

To make sure I never get a late payment, I have the minimum monthly payment due transferred automatically from my checking account to the credit card account.  I frequently will pay additional money if needed.  In this case, I thought with the job transition, I would simply cover the minimum payment, and pay down more when I started the new job.

Well, just to make sure everything was straight, I logged onto my account to make sure that I was good.  I discovered that the minimum amount due would not bring me back below my credit limit.  I called customer support, and they confirmed that had I simply paid the minimum amount due as an automated payment, I would be charged an over the limit fee again on my next billing cycle.  When I pointed out that this seemed deceptive, he quoted me the policies determining the calculation of the minimum amount due.  Essentially, had I continued with my automated payment scheme indefinitely, my balance would continue to increase with the additional over the limit fees, indefinitely.  Needless to say, I paid an additional amount of money on my card to bring myself back down below the limit.  Juniper seemed not to care about my frustration in this matter.  In multiple email and phone conversations, rather than addressing the issue at hand, they simply quoted company policy.

Here's where it gets real good.  A couple weeks later, I get a letter in the mail.  Apparently my interest rate has now jumped to the "default" rate of 29.9%, as a result of my being over the credit limit.  And yes, this interest rate applies retroactively to the balance I already had.  Yes, this will soon be illegal, but the law hasn't taken effect yet.

I called Juniper again to complain.  Again, they mostly quoted company policy, and assured me that they are acting in accordance with the cardholder agreement and the law.  As a gesture of "goodwill", they were willing to lower my interest rate to 27.24%.  I spoke first with the base line customer support, then a "rate specialist", then an "account manager" named Crystal.  They all said exactly the same thing, almost as if they were reading from a script.  Crystal did make some effort to acknowledge my frustration, but again didn't seem interested in really doing anything about it.

Summing up my issue....
1 - Late fee.  Okay, I get it, over the limit is over the limit.  Would be nice for them to give a good customer a break, but not a huge deal.

2 - Minimum payment due not bringing me below my credit limit.  THIS IS AN EGREGIOUS DISHONEST AND DESPICABLE PRACTICE.  I believe their intention was to let this go on as long as it took for me to discover.  Since they're big into the online banking, I don't get paper statements.  And I can set up the minimum payment due automatically.  This could have literally gone on for months had I not had the presence of mind to check my account online.  This is a blatant money grab by Juniper, is dishonest,  and a poor way to treat a customer.

3 - Raising the interest rate.  Okay, I understand that once someone goes over their credit line, they are a bit riskier as a consumer.  But that being said, we're talking about less than a dollar here.  I kind of feel like for a good customer, this is a bit extreme.  Especially given that I was back below the credit limit with a couple days.  Look times are tough, and I feel like Juniper is simply taking advantage.

Could I have kept a closer eye on my balance and prevented this whole thing?  Yes.  I do share some blame in this.
However, this does not excuse Juniper showing me poor customer service, and using deceptive business practices against me.

This report was posted on Ripoff Report on 10/30/2009 12:04 PM and is a permanent record located here: http://www.ripoffreport.com/r/Juniper-Bank-Barclays-Bank-Delaware/internet/Juniper-Bank-Barclays-Bank-Delaware-Barclays-Capital-Deceptive-Business-Practices-P-517405. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Phone number is

AUTHOR: slobjones - (United States of America)

I attempted to contact the company using the number you provided (302-255-8001) and reached a menu system that is stuck in an endless loop.

The greeting announces "our menu system has changed," then offers Options 2 or 0 to continue. But it doesn't matter which number you press -- or any number for that matter. You can't go any further than that, because the menu responds in no way to any prompts that you may enter.

The same greeting just repeats over and over -- "Our menu system has changed...Press 2 to continue to our employee directory...."

I don't think Barclays wants to hear from unhappy customers at all. What do you think?
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#2 Consumer Comment


AUTHOR: nsurowiec - (United States of America)

I too was tired of speaking to the credit card Customer (Dis)Service people, and their supervisors were no better. This company is not interested in keeping our business. They're only interested in giving us 'scripted' responses, and collecting their $39.95 Late Fees. So I kept digging and finally found a phone # for their EXECUTIVE OFFICES. Call the CEO's office at 302-255-8001, option #2 & his name is Lloyd Wirshba. Mr. Wirshba's assistant put me in touch with LAUREN MARKS, SUPERVISOR OF THE EXECUTIVE CUSTOMER CARE DEPARTMENT, and she is responsive and apparently the only person at Barclays Bank Delaware who has the authority to "fix" anything. Good luck!

By Mail:

Lloyd Wirshba, CEO, Barclays Bank Delaware, 100 S. West Street Wilmington, DE 19801-5015

By Phone:

302-255-8001, option #2


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#3 Author of original report

Response to previous comment

AUTHOR: Consumer 007 - (United States of America)

Hi Jen,
   I followed your story on your report with great interest.  Are you at the liberty to continue with the story, and tell us where you stand now?

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#4 Consumer Comment

WOW! Similar to me

AUTHOR: Jen - (U.S.A.)

In my situation, fraudulent charges were billed when the card was stolen.  I closed the account and paid the balance in full.  When I closed the account I never received paper statements AND they locked me out of on-line access.  It took several YEARS of fighting the credit reporting agencies to learn about additional fraudulent charges I never knew about.

Write to the OCC.  I received a detailed response where the bank blatently lied to them claiming statments were mailed making me look like a loon.

Even when an original creditor realized the fraud and credited the account, the bank refused to remove accumulating bank fees. 

Your story of deceptive practices for the purpose of exhorbitant interest and fees is their standard. 

If enough people complain, something will be done about it.

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