Consumer complaint received 2019-05-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Advertising and marketing, including promotional offers
Sub-issue: Didn't receive advertised or promotional terms

Complaint:
On XX/XX/XXXX, USAA sent me an offer for XXXX XXXX card with 0 % interest through XX/XX/XXXX. Email attached. I am a USAA member because my husband is a retired XXXX veteran and we have our vehicle insurance and our homeowner 's insurance through them. On XX/XX/XXXX I accepted the offer and clicked on the " apply now ''. It immediately took me to our USAA account and asked for my password & PIN then took me to the application where it had my husband 's name information pre-populated in the application and my name was only listed as able to check the box for authorized user. I completed the application and was approved for {$20000.00}. At the end of the application process it stated that whatever promotional offer I was receiving would be confirmed in my welcome packet. I got the welcome packet out of our mailbox on XX/XX/XXXX and activated both cards. I read the back for the CC agreement pricing schedule to verify my 0 % interest until XXXX. All it said was our interest rate was 15.15 %, so I initiated a " chat '' session online ( copy attached ) and requested they verify my promotional offer of no interest. I was told that the card offer was my husband 's and they had not offered him zero percent. Then they said it was not offered to me either. I offered to send them the email. I explained it came to my email, I clicked on it and it took me to our account. The only account we have with USAA that I pay our bill out of my bank account for the past 10+ years. Then they tried to say I have my own account separate from my husband. That is a lie - We have one auto policy and one homeowner 's policy etc. We ended the chat and my husband called USAA and spoke with XXXX who proceeded to tell us the same thing and that USAA would not honor the zero interest offer. I have a video of what happens when you click on the zero percent offer - how it takes me to my account and my husband 's name is already pre-populated in the application where I can not change it to my name. This is deceptive trade practice and bait & switch tactics. Predatory lending b/c had I not read the cc agreement pricing schedule and initiated the investigation about the interest rate, I would have charged a {$15000.00} XXXX  in XXXX, thinking it was zero interest when it wasn't. They were very adamant that the zero percent interest was not my offer, etc. I have the email and the video of what happens when you click to apply. The chat operator, XXXX, stated she had filed a formal complaint on XX/XX/XXXX, but to date, we have heard nothing. I would like to submit the video of clicking on the offer and it taking me to my USAA account with my husbands name pre-populated in the application where I can not change it, but it will not let me upload the video due to size. Please let me know how I can submit it.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief