Consumer complaint received 2016-07-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Credit card
Issue: Credit determination

Complaint:
I am a current checking account and auto insurance policy holder. Part of being a member of USAA is that they offer a free credit score program via XXXX. Last week I had received a pre-approval offer from USAA for a balance transfer card offering an attractive 0 %. ( While my career is in XXXX, I understand fully that an offer or even a preselected letter never guarantees an approval. ) However, the fact that they are paired with XXXX to provide my credit score and report to me would lead me to think that my credit had been reviewed to send that offer. While my credit is not perfect. I do not apply for things, I have XXXX inquiry. My DTI is impeccable. I have steady work history in banking over 5+ years at one bank and 6 years at the prior one. Income over XXXX, I had a ch XXXX bk in XXXX that was discharged however, I have reestablished since and no derogatory since. The only negative that I have is my utilization. I only have XXXX cards, XXXX that is {$4000.00} and XXXX that is {$500.00}. My Credit Score at the time of application was ( According to my CBR ) : XXXX XXXX now it is showing XXXX points less due to the inquiry. I am not one to apply for cards or anything. I only applied after being prompted, believing I was preapproved by my bank and insurance company. I have never made a late payment to them and have a great relationship. I was told I was denied the card due to : Derogatory Credit history and lack of positive credit history but I was given a counter approval for a secured card. When I called to speak with an underwriter I spoke with " XXXX ''. She was not helpful, nor an underwriter and did not understand anything to do with the Fair Credit Lending Act. She only wanted to provide me the information around my counter approval. I advised her I am familiar with what a CA is and why it was issued, however I wanted to supply further information around my credit history. I advised I wanted to speak with a supervisor, I was told there was no one available and could only speak with her. She took my information and " went to an underwriter '' and came back not even 3 minutes later and advised me that I was still declined. The underwriter ( whom she could n't give me a name ) felt that I had limited credit ( a paid down auto loan since XXXX, that was originally XXXX now XXXX, and my credit cards ) and then I had " medical collections. I advised that those were in dispute and not mine, one is {$71.00} dollars and the other is {$200.00}. I would have never applied for the card unless I thought they had pre-reviewed my information!! Now I have an inquiry and I want to buy a home in 6 months, my utilization is not any better and my score took a hit for NOTHING!!!. I just wanted to balance transfer my card to a 0 % to help with my utilization, but I never would have applied without the emails!! I thought my bank would help me! When I advised her, she told me " good luck '' and read the letter and call XXXX. I tried to call back later and spoke with " XXXX '' later in the day pleaded my case and got the same story " No manager, No Supervisor to speak with and connected to card member service '' and was told the same thing " " There is nothing I can do, well, I mean you can apply for a different card, maybe without rewards or something?!. '' I had just explained how upset I was about the inquiry earlier in my conversation, and I asked ... : '' Well would this new application pull a new inquiry? " Oh yes, it would '' Why in the would you suggest this as an option?! '' Also, you are partnered with XXXX to offer free credit products, THEN pull XXXX credit reports? VERY bait and SWITCH! The biggest insult was the next day, I received YET ANOTHER PREAPPROVAL EMAIL TO APPLY! GET IT TOGETHER USAA! YOU turn me down and want me apply again? Terrible Experience.

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