Consumer complaint received 2024-04-10
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with cash advances
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION (AZ)

I contacted XXXX XXXX to ask if they had protections for customers who had faced transactions that were ran as " cash Advance '' charges by XXXX and if they could do anything to help with the high fees now being charged to my card balance for the transaction being processed incorrectly. I took no Cash Advance on my credit card and was under the impression it was a standard credit card transaction as they charged me a " credit card '' transaction fee. Not a " Cash Advance '' Processing Fee. I was provided no warning whatsoever that this transaction would be processed with my Credit Card as a " Cash Advance '' and that I would be facing whatever " Cash Advance '' fees my credit card charged for such.

Here is a detailed breakdown of the other involved parties : XXXX XXXX XXXX XXXX. 
I placed a Phone call at XXXX XXXX XXXX XXXX XXXX XXXX Credit Card Fee Complaint Report Case ID # XXXX XXXX  Credit Phone customer service agent : XXXX Supervisor : XXXX CFPB Complaint : I placed a Phone call at XXXXXXXX XXXX XXXX XX/XX/XXXX XXXX XXXX  Credit Card Services Complaint when I noticed I was wrongfully charged a Cash advance fee by XXXX XXXX XXXX  for a rental payment transaction through XXXX on XXXX different charges : XX/XX/XXXX XX/XX/XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  The representative claimed it was for a XXXX Cash Advance fee- After consulting with her supervisor XXXX  the XXXX XXXX Customer service agent refused to or was unable to reverse the fee. I filed an official complaint with their company and requested a copy of the phone call conversation. I was told I could not pay off the amount to remove the fee but instead would be required to pay the entire credit card balance off in full to get the " cash advance Fee '' to stop compounding interest on my balance. 
Fee Complaint Report Case ID # XXXX XXXX XXXX Phone customer service agent : XXXX Supervisor : XXXX Resolution Requested : Reverse the fee and any compounded interest to the credit account balance. 
Give consumers prior notice that when paying rent while using XXXX will be counted as a cash advance and a cash advance fee will be charged to their card and they will not be able to have the compounding interest removed from their balance until they pay the entire card balance off in full. Be upfront about secret " cash advance '' transaction fees. 

XXXX Customer service agent : XXXX : XXXX XXXXXXXX XXXX XXXX C

an not issue refund on any of the transactions. Not able to compensate for 32 % interest the customer is now facing with their credit card company compounding interest.

Reference number to call/complaint : XXXX Resolution Requested : Refund the transaction fee, and cover all consumer credit card interest for the compounding interest at the rate being charged 32.49 % ( v ) by the consumers credit card company on " cash advance '' Compounding interest fees. 

XXXX XXXX : XXXX XXXX XXXX  to XXXX XXXX to file a complaint : XXXX Asked about transaction protections for the mis-categorized charge transaction Cash Advance and associated fees charged for said mistake of card transaction processing.

Customer Service Agent : XXXX Complaint reference number : Case ID : XXXX Requested I be sent a copy of the phone conversation