Consumer complaint received 2019-01-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Problem with balance transfer

Complaint:
On XX/XX/XXXX, I purchased carpeting costing {$2000.00} from XXXX XXXX in XXXX XXXX, VA. I had planned to use a convenience check sent me by my USAA Visa credit card in order to have the ability until XX/XX/XXXX to pay USAA at 0 % APR. I called XXXX XXXX to make sure they would accept my convenience check. They said yes, they would. When I went to make the purchase, XXXX XXXX couldn't accept it after all. This is the first of many misleading statements given me by XXXX and USAA. I then spoke to USAA about this and they said to put the purchase on my HD card and they could do a balance transfer then pay HD and I would then owe USAA. I got the transfer confirmation by email. For some reason USAA sent the payment for above said amount to HD Headquarters in XXXX, Ga. instead of their credit card payments center in XXXX, Ky. When I started to see from XX/XX/XXXX I was getting double billed, l called XXXX XXXX and told them of the balance transfer and they told me that they were not yet paid by USAA. I called USAA and informed them of this and found they sent the payment to the wrong place and gave them all the contact info for the HD credit center so payment could be made. In XXXX I again received a call and bill from XXXX and was told USAA didn't pay them still. I explained what I discussed with USAA, XXXX suggested I fax them proof of the balance transfer and bills from USAA and also to have USAA get their check back from XXXX and resend it to XXXX. Each month until the present time I keep receiving bills from HD and USAA and kept speaking to both parties. XXXX  claimed that they received no fax from me then changed their story a few minutes later and said they found my fax. XXXX  also told me to show proof of payment by sending a copy of the cancelled check from USAA or have them send it. All through these past months I've been trying to get a copy of the check USAA said they sent getting double talk from them concerning the check. They've told me that no check was not sent to XXXX, they could only get an image from the back of the check, they sent the copy back to XXXX support center, I spoke to the person they said they sent it to in XXXX  support center and he said he didn't receive the copy but only spoke to someone at USAA and finally the check was in the XXXX  business account and USAA said that they couldn't get it back because their two banks can't communicate with each other. Finally the USAA investigation department said on XX/XX/XXXX, there's nothing more they do and suggested that I contact this service. All the while, both XXXX and USAA claim they can't help me. When I suggested they contact each other directly, they both claim they can't do that either. Meanwhile, I'm stuck in the middle of all this, my excellent credit is suffering and I'm severely limited as to what I can do. Nobody is working with me and XXXX is racking up late charges and threatening collection action for something that's clearly no fault of mine. XXXX  also told me if this isn't resolved by XX/XX/XXXX, I'm going have to pay the bill in full with a high interest rate of 26 %. I'm a XXXX XXXX   XXXX veteran still raising a family and can't afford that action. I am basically being told it's my problem alone and I have to find a solution. This is all inexcusable. I have tried one last time to send proof of balance transfer to XXXX on XX/XX/XXXX. I am very dissatisfied with the lack of support from USAA of which I've been a customer for over 20 years. I'm also dissappointed with the conduct of XXXX  of which I'm also a longtime customer.

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