Consumer complaint received 2016-06-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Credit card
Issue: Billing disputes

Complaint:
On XXXX/XXXX/XXXX I purchased a dryer online from XXXX at the sale price of {$990.00}. The regular price for this dryer was listed as {$1600.00}. XXXX offered a promotion whereby if I paid the full price for the dryer, XXXX would send me a gift card for the difference between the regular and sale price, plus 10 % - or in this case, {$710.00}. I agreed to the promotion. I was also able to use XXXX " surprise points '' for the transacation which lowered the amount I owed by {$35.00}. Including sales tax, the total amount I paid on XXXX was {$1700.00}. 

I received the dryer on or around XXXX/XXXX/XXXX. However, I never received the gift card I purchased through this promotional offer. 

The {$1700.00} charge first appeared on my XXXX/XXXX/XXXX credit card billing statement. 

In XXXX of XXXX I began contacting XXXX to ask about my gift card. On one occasion I was told that there was no such promotion. On another occasion I was told I 'd be contacted by their gift card department. I was never contacted. When I called the gift card department myself I was again told that XXXX would look into the matter and get back to me. 

I gave up on XXXX because I was nearing the 60 day limit in which I had to file a credit card dispute with my credit card company, USAA Federal Savings Bank ( FSB ). On XXXX XXXX, XXXX I gave USAA FSB notification that I disputed this charge on my bill. I submitted all the evidence I believed necessary to prove my case. 

On XXXX XXXX, XXXX I received an overnight package from XXXX. It contained a gift card for {$550.00}. Not only did I receive this gift card nearly 5 months after they charged me for it, the value of the card received was {$160.00} less than the value of the card I purchased in XXXX. 

A XXXX gift card was only useful to me if I 'd received it within a reasonable time frame because I planned to purchase a XXXX refrigerator with it. I purchased a refrigerator in XXXX because I could n't delay it any longer. At no time did XXXX contact to indicate that there would be a delay in shipping the gift card. Regardless, I would not have accepted a delay. I would have asked for a refund of the difference between the regular and sale prices. 


On XXXX XXXX, XXXX I wrote to USAA FSB and asked them what I should do with the card. I received no response until about a week later when I received a letter from USAA FSB dated XXXX XXXX, XXXX. This letter indicated that USAA FSB had determined that the charge was valid. 

I called USAA FSB and asked them to connect the dots for me as to why they believed the charge was valid. I was told that XXXX had told USAA it was a valid transaction. Apparently that was as far as USAA was willing to research my dispute. Rather than attempting to determine the validity of my claim, the USAA rep attempted to convince me that I was wrong by questioning whether or not I 'd read the fine print of the promotion. 

I went to the FTC website to research my next step. I learned that the Fair Credit Billing Act ( FCBA ) requires creditors must resolve billing disputes within no more than 90 days of receiving notification of it. I submitted my dispute to USAA XXXX on XXXX/XXXX/XXXX and received their notice of resolution after XXXX/XXXX/XXXX. A total of 95 days passed between the receipt of the complaint and USAA 's resolution of it. 

On XXXX XXXX, XXXX I asked I USAA to credit the disputed amount to my account including any accrued finance charges. I have yet to be contacted by them. I 'm not sure where else to turn but the Consumer Financial Protection Bureau. 

The total amount XXXX has stolen from me is {$1700.00} XXXX = {$700.00} ( see attached receipt for explanation of {$35.00} credit ).

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