Consumer complaint received 2021-07-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Add-on products and services

Complaint:
At whatever point there is a significant life occasion I called USAA of my divorce, deployments, activation to XXXX XXXX, and even promotions I accept that they have done as such because my location was refreshed. USAA has a debt protection plan, in XXXX and XX/XX/XXXX I called and inform USAA of my military status and my address I also ask specifically about the debt protection I was told I was informed that retirement doesn't warrant the utilization of the debt protection plan. On or about sometime in XX/XX/XXXX I called USAA credit card services to update them that I am a XXXX veteran I then asked about the debt protection plan they stated that my credit card payment and that there was anything they can do about my debt. I called sporadically of the year from XXXX to currently. On or about XXXX I called the number that was present of debt protection ; I was informed that all the calls of debt on the credit cards was a gross misguidance, I had on or about 275 days to have applied and that as of now that my time had lapsed however that can be corrected if I call USAA and advise them regarding the inaccurate data and of my contacts that should fix it. 
I called I did state I did not look at my statements and that I had forgotten that was due to the fact my statement only showed the debt protection payment and the USAA number which I called. the escalation team response was that I should read my statement I pleaded and she said she will look more into it. I received a letter of refund from USAA they had done some review through the various department and find some money was owed one was in the credit card department I called and requested to speak with Mr. XXXX XXXX I was transferred and put on hold till their phone line cut me off. out my account. On XX/XX/XXXX I called bonus reward ( XXXX XXXX about incorrect bonus points she asked me which points I informed her there should have been an inquiry she said there is none that's why she asked at this point, I asked to be transferred which I was told she will try but if the call hangs up here is number to call ; she did not transfer me she hung up. I called back I got to speak with XXXX XXXX in that phone call I was informed that my life events were never updated i.e., divorce, deployments, not even my retirement I spoke to her of previously mention plight, she took a look and found where I have contacted USAA but most of the contact log was not annotated, she even sees the contact log back to XX/XX/XXXX she annotated what she could she advised to compose a letter and attempt again to connect with Mr. XXXX XXXX. I did call and tried XXXX transferred me to XXXX then on to XXXX then to XXXX then XXXX who educated me that I can't consider her staff responsible for their blunders and that the blunders were mine. I illuminate her it is not my job to train her staff on the assets and advantages in her area of expertise and that what she stated was unsuitable she then, at that point transfers me to the administration who gave me this stage to express my experience and pose the inquiries so here they are : 1.For what reason did USAA staff give me the wrong data since XXXX on the debt Protection plan when informed them I am XXXX and continued not to help me with assets that were a piece of my advantage which covered XXXX? 
2.For what reason did the USAA staff deny me the advantage of the debt protection plan that I paid for in any event, when the contact log shows that I have called mentioning help? 
3.Could USAA clarify the carelessness for me for such countless years and the negligence of their staff in any event, when they were informed? 

My Resolution is for revolving debt on my USAA Visa to be paid using the debt protection procedure that will not harm my FICO score and that all installments made as of XX/XX/XXXX be refunded the load of installments would have not occurred if USAA staff had done their due diligence there would have not been such gross carelessness on the entirety of my account records.

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