Consumer complaint received 2020-09-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
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:
USSA Insurance VISA Signature Credit Card. 

I made 2 balance transfers on this card and paid the 3 % fee on both. Each balance offer was offered to me at different times and interest free time was different for both My XX/XX/XXXX statement shows the current balances as follows for these transfers 1.  {$6800.00} no interest to XX/XX/XXXX 2. {$10000.00} no interest to XXXX/XXXX/XXXX In XX/XX/XXXX I called customer service to ask what I would need to pay off the first transfer. This rep said that the first one needed to be paid off by XX/XX/XXXX When I called today ( XXXX/XXXX/XXXX ) to obtain the current balance I needed pay by XX/XX/XXXX for the first balance transfer I was told I had been charged {$74.00} interest as that balance transfer was actually due on XXXX/XXXX/XXXX, not XX/XX/XXXX. She then looked up the call historyand verified that this is what the first rep told me but unfortunately that was incorrect. 

She then proceeded to tell that I could NOT pay just the first balance transfer. 
But that I had to pay off BOTH balance transfers ( even the second one with 0 % interest for about was in effect until XX/XX/XXXX ) if wanted to avoid interest on the second one. 

I have not made any purchases using this credit card, only have the 2 balance transfers on it and I have paid more than the minimum payments due every month I asked to speak to a supervisor and was basically told what she was telling me was correct. 

She referred me to my last statement that said We will not charge you any further interest on your purchase balance on this statement if you pay your entire balance by the payment due date by XX/XX/XXXX I said that this statement refers to purchases not balance transfers. 

The rep then said that it was in the disclosures information. I asked her at least 3 times to send me these disclosures so I could see where it referred to how more than one balance transfer on different due dates was handled. Each time she just referred me back to the sentence on the statement that seems to apply to purchases not balance transfers. She apparently did not want to ( or is not allowed to ) send them. 

When I repeatedly told her I wanted to see these disclosures, rather than saying she could not send them, she responded by saying had I called her to make the transfers ( rather than doing it online ) that she would have explained the situation to me before I made the second balance transfer. 

She found my call record on XXXX and said that that rep would be retrained on this issue because the first rep had given me misinformation. Well, that does not help me I have been a USSA customer for at least 35 years with auto insurance as well as credit cards ( as have several family members ) and I believed That it was an honest company helping out military families They shouldn't be offering or allowing balance transfer to a person who already has a balance offer on the same credit card, if this is how it will be treated I question if they cant or wont send me the disclosure statements that refer to more than one balance of get on a card because this situation is NOT in the disclosures, and they dont want me to know that I feel like they scammed me or tricked me In search of more revenue for their insurance company. 

Im extremely disappointed that this practice works to cheat military families

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