Consumer complaint received 2017-05-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Getting a credit card
Sub-issue: Application denied

Complaint:
I am writing to express my disappointment and increasing lack of faith in USAA.
I have been a member for more than five years and have chosen USAA as my primary financial institution during that time, despite that choice not always being the easiest. For most of those years, I felt valued. I have since come to feel as though Im not as important as your  military  members.
I consistently have had to fight for eligibility for new banking products because of my membership ( second tier, it seems ). Yet, I have done so again and again, because I chose USAA. I no longer feel USAA reciprocates that mutual relationship.     I applied for a credit car d in 2015, an d after jumping through hoops to gain approval, received said credit card with a limit of, I believe at the time, less th an 10,000. I have sin ce used the credit card responsibly, paying the balance each month, evidenced by my history.     A few months ago, I heard through a friend that was a USAA member, that the bank had offered a new cash back credit card and called in to apply.
I was initially advised to raise the limit on my credit card, but that unless I had received the letter, I was not eligible for the new cash rewards card. The rep suggested calling back in a couple of weeks and at that time I could apply as I would certainly qualify. The rep assured me the new limit ( {$14000.00} ) would not negatively affect my ability to apply for the new card.     I then ca lled back a few weeks later and was on the phone ( as you can see from your records )   for three ho urs. I was transferred to many people who didnt know how to handle the application. Finally, someone took information over the phone and advised I was declined, but couldnt tell me why. I so hope you have that recording.   The letter I received advised the reasons for the de  cline which were all reasons caused by the inquiries made by USAA to my credit! What has since ensued is gross incompetence on behalf of your employees that has directly, and negatively affected my credit.
I have been on calls for hours, been lied to directly, or faced ill-informed employees about transferring my credit line. I have had repeated inquiries pulled, only to be ultimately declined due to USAA having extended the maximum credit and too many recent inquiries. What is inexcusable is every one of those inquiries was performed by USAA employees to gain approval for this card. Those inquiries have dropped my credit score below  XXXX .
This situation has escalated from poor customer service to deceptive and unfair practices by a financial institution I once trusted.
I urge you now to review this situation and I request immediate remediation of the inquiries performed by USAA, and for USAA to stand by their original promise that I would be approved for the cash back reward card.
I understand the tiers within your organization for insurance products, etc., but I am a member, in good standing of your BANK, which was made open to me at the time. I dont think its too much to expect the same treatment as military members of your bank, as that was what I was promised when I joined and moved my primary accounts to USAA. Please let me know if that isnt how you view my membership. I know what I was promised when I joined, but I know how Im currently being treated and they are vastly different.

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