Consumer complaint received 2017-11-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Struggling to pay your bill
Sub-issue: Credit card company won't work with you while you're going through financial hardship

Complaint:
XXXX : XXXX : USAA responds, " In your submission, you state that USAA has refused to work with you regarding your two credit card accounts. You state your request to lower the rate or consolidate the debt was denied. You advise you are two months behind on payments and are unable to catch up. You believe USAA should be required to lower your rate, consolidate your credit cards into one monthly payment, and correct what you perceive to be fraudulent credit reporting. Your XXXX XXXX account ending in XXXX has a current annual percentage rate ( APR ) of XXXX percent. On XXXX XXXX, XXXX, the account was closed. Your account became delinquent on XXXX XXXX, XXXX. Your XXXX account ending in XXXX has a current APR of XXXX percent. The credit card was closed on XXXX XXXX, XXXX. The account became delinquent on XXXX XXXX, XXXX. You are receiving the best APR available based on your credit qualification. On XXXX XXXX, XXXX, USAAs XXXX XXXX XXXX XXXX XXXX XXXX received your email stating you were in the process of obtaining a consolidation loan to pay the credit cards, and you requested a forbearance on the two credit cards. XXXX responded to you by email asking that you contact them to discuss your accounts. XXXX has also left multiple voice messages asking you to call them so they may review your accounts for any possible assistance. To date, you have not contacted XXXX. USAA does not offer consolidation loans ; however, you can apply for a personal loan to pay off existing debt. Your application would be reviewed to see if you qualify for the loan. USAA does not lower the APR on credit card accounts. USAAs Member Assistance Team is available to discuss possible payment programs to assist you. You can contact the Member Assistance Team at XXXX XXXX XXXX XXXX, XXXX XXXX. XXXX XXXX, we have made multiple attempts to assist you by telephone and email asking you to contact us so that we can discuss your accounts. You have not returned any of our voice messages or emails. We ask that you contact the Member Assistance Team so that we can attempt to assist you. We confirmed  that your accounts are being reported accurately to the consumer reporting agencies ; therefore, no corrections are warranted. We appreciate you allowing us to review this matter and respond. Credit cards are issued by USAA Savings Bank and serviced by USAA Federal Savings Bank, both Member FDIC. '' USAA states above that the XXXX XXXX rates are based upon what I am qualified for. This is not beneficial and consistent with my original complaint that they are not willing to work with me. They also indicate I have not returned calls from XXXX. That is inaccurate and why i prefer to have my communication in writing. The number listed cycles through and lands me on extended hold. USAA indicates they do not offer consolidation loans but they do offer personal loans. On the personal loan application, there is a drop down indicating the purpose of the loan. Consolidation of debt is on the USAA drop down list therefore, USAA does offer consolidation loans but chooses to be less than candid. I applied for a personal loan for loan consolidation. $ XXXXXXXXXXXX XXXX XXXX XXXX months. 
Upon submission, I was directed to call XXXX which I did. I was placed on hold. It seems to me that USAA is more interested in driving up interest rates than assisting struggling customers. It appears USAA would prefer to charge off debt and inflict long term damage to struggling customers instead of working through the problem. I have no doubt USAA will push this matter to a Charge Off.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation