Consumer complaint received 2023-08-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
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:
I initiated a balance transfer that posted on XX/XX/2023 for an amount of {$16000.00}, with a balance transfer fee of {$490.00}. Mistakenly, I paid off the entire balance of {$17000.00} on XX/XX/XXXX ( I accidentally selected pay in full, instead of pay the minimum ). This resulted in an instant loss of {$490.00}, because the balance transfer was rendered pointless. This was from a USAA account. So USAA bank -> USAA credit card. Within around 60 seconds of noticing this, I called USAA for assistance. This was XX/XX/XXXX or XXXX, I believe. The first person I spoke said that it would be reversible as a " misapplied payment. '' She said I would see it posted by the end of the week, or XX/XX/XXXX. I ended the phone call feeling a huge sense of relief. 

On XX/XX/XXXX, the payment had not reversed, and I called USAA again, this new person assured me it would be handled, but that it would take 5-10 business days, or until XX/XX/XXXX. XX/XX/XXXX rolls around, and nothing has happened. I call back USAA again, and this time I am told that the payment has been rerouted as a " dispute '' and that it would take additional time. 

On XX/XX/XXXX, now 12 business days after I was first told was the target for the payment being reversed, I receive a letter saying that they " determined that the payment posted correctly. '' I am flabbergasted, and again within 60 seconds of receiving it, I am on the phone with USAA, this time I am elevated ( for the first time ) to the Member Resolution Team, the second level of customer support. This person tells me that this was a mistake, and they would resubmit it with a " high priority '' this time, and that the matter should be resolved within the next 3-5 business days. I again end that phone call with a huge sense of relief, thinking that the matter was solved, it's simply going to take a few days. On XX/XX/XXXX, I receive the exact same letter I received on XX/XX/XXXX. I am again left flabbergasted. I am in almost physical pain with this. 

That begins a flurry of phone calls, with multiple people giving me multiple different answers, including one member of the Member Resolution Team telling me that they previously could have unilaterally reversed this OR refunded the balance transfer fee ( and that I was justified in having this done ), but that this power was recently taken from them and sent one level up the chain. That is when I realized that this whole thing seemed purposeful, and that I was unlikely to receive any money, and that they were going to simply take the {$500.00} and pocket their customer 's money as a gigantic profit on their customer 's mis-click. It was impossible to believe, but there we are. 

After more phone calls and now XXXX messages, I was told I would be connected with a " team member in the CEO 's office. '' On XXXX XXXXXX/XX/XXXX, I was told by a customer service rep that I would be called back by him probably XXXX XXXX XXXXXXXX ), but definitely by XXXX XXXX comes, and there's no phone call. Customer service tells me probably XXXX, but definitely middle of the week. Finally, on XXXX XXXXXX/XX/XXXX ( today ), I get in touch with XXXX XXXX. This was a person labeled as an " advocate. '' He was by far the most condescending person that I talked to -- XXXX % of USAA reps are very friendly and helpful people, even if they give me wrong information -- and he indicated that the {$500.00} fee was irreversible ( translation : the {$500.00} is theirs to take as profit ), because I " took part in the promotion, and the fee is part of the promotion. '' But that is an obvious untruth, because I definitively DID NOT take part in the promotion! I paid off the funds immediately, there was no 0 % promotion. I also indicated that at this point I should file a complaint with the CFPB, and XXXX strongly discouraged this which caught me off guard. He said it would just wind up on his desk, and he would deny it again. Far from being an advocate, it seemed like his job was to shut me down for good. 

I was left jarred and disillusioned by this entire 6-week process, and felt deeply preyed upon and taken advantage of. I am just some regular person who clicked the wrong button, and they took {$500.00} from me because of it, and overpromised and overpromised and overpromised a fix only to be told that they would do nothing, they would keep the money, and that I should not file any complaints about this because it is pointless. Maybe it is pointless. Probably no one will read this or care. But I want some record of this, because it was wrong.

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