Consumer complaint received 2018-01-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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 rewards from credit card

Complaint:
BACKGROUND : This complaint is regarding the USAA Limitless Cashback Rewards Signature VISA Card, which offers 2.5 % cahback rewards in all purchases as long as a direct deposit of {$1000.00} or more is made into one on USAA 's accounts every month. I currently do a direct deposit of more than {$2000.00} every month into my USAA checking account, so I fulfill the requirement to get 2.5 % cashback on every purchase. 

Back in XX/XX/XXXX, during Black Friday, I made multiple purchases with this card, all were paid at the 2.5 % cashback with the exception of TWO which did not pay me cashback at all : one transaction at XXXX for {$51.00} ( {$1.00} cashback ) and another at XXXX through XXXX XXXX for {$52.00} ( {$1.00} cashback ). The total cashback missing is {$2.00}. While checking my account a few days after the purchases, I noticed a discrepancy on my cashback total ( I keep track of what my cashback amount should be ), so I checked on USAA 's site and found that these two transactions were not paid cashback at all. I waited for like 2 weeks to give them ample time to see if it would reflect and nothing. On XX/XX/XXXX, I called the credit card 's rewards Department at about XXXX XXXX CST and explained the situation to a representative who acknowledged the issue and said that other customers were affected and that they were working on it. She gave me case # XXXX and indicated that I would see my {$2.00} cashback reflected within 1-2 billing cycles. I said ok and went on with my business. 

Well, today XX/XX/2018 has come and the second ( almost THIRD ) billing cycle closed yesterday, and STILL my cashback for these two transactions is missing! We are talking more than two months, or 1/6th of a year, after the transactions. I decided to call in again to the credit card 's rewards department and a Supervisor called " XXXX '' came to the phone. I explained my situation and she looked into my account and told me exactly the same reason ( excuse ) that I was given 2 months earlier : there were other customers affected, we are aware, we are working on it. I said that I would NOT wait any longer for {$2.00}, that it was unprofessional and ridiculous for them to be expecting the customer to keep waiting for SO LONG ( maybe a 1/4th of a year ) to pay his missing and justly earned cashback rewards! She essentially told me that there was nothing she could do and that I would have to wait, like or not. I got really upset, because she literally told me that I " would have to give us that time ( to fix the issue ). '' I replied that it was appalling that they were so bold as to tell a customer who was PROMISED a resolution by 2 billing cycles that he WOULD HAVE TO do anything! I said that when my payment is due, I do NOT tell them, hey, I can't pay right now so I feel that YOU WOULD HAVE TO give more time to pay! Their response would be, that is NOT how this works, so we are reporting to the credit agencies that you are LATE in your payment. So HOW can they get away with not fulfilling their promises by providing horrible customer service, not paying the cashback the customer is owed on a VERY reasonable amount of time, and then TELLING the customer he would have to keep waiting!? Are you kidding me?? 

I told the Supervisor that she could just give me a {$2.00} credit to my account and get it over with, but she said her company ( USAA? ) does NOT empower her to even make such small decisions to keep a customer with MULTIPLE INSURANCE AND BANKING PRODUCTS WITH USAA happy by saving him time and annoyance. Simply INCREDIBLE! This is a tale of a horribly HUGE company failing to do the small things. I am FED UP and TIRED of having to recurse to agencies like the CFPB in order to get assistance and help with such simple things. I literally feel like I have to call this credit card 's rewards department EVERY SINGLE MONTH, many times more than once, in order to have them FIX an issue with my cashback rewards to being properly paid. They are unprofessional and incompetent! It is simply incredible. I want my legally and rightfully earned cashback to be paid as it is supposed! Thank you.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief