Consumer complaint received 2025-09-04 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UT

Complaint narrative:
I bank with USAA and have their unlimited cash back credit card that you can redeem once per month. On XX/XX/year> I tried to redeem {$79.00} but the cash back was never deposited into my checking account. On XX/XX/year> I logged into the USAA app on my phone and took a screenshot of the supposed completed transaction. I also uploaded the screenshot to USAA on XX/XX/year> Labor Day when the bank was closed. However the deposit was never completed because I didnt receive the funds. It was order # XXXX item name redeem for cash back. On XX/XX/year> I called USAA and spoke to XXXX with the rewards program however she told me that she would need to escalate this issue because she cant actually see into my checking account, she can only see the information that says the deposit was completed on XX/XX/year> but I told her it wasnt. On XX/XX/year> I spoke to XXXX whose employee ID # is XXXX. He had to escalate this issue to XXXX on the disputes and stop payments team whose employee ID # is XXXX a problem I noticed is the banking department can not see into rewards theyre only able to see how much rewards that you currently have available and rewards can not see into your checking account which makes this problem incredibly frustrating to resolve. The problem being XXXX told me that the transaction was completed but it wasnt done or I wouldnt have called. XXXX tells me that USAA has XXXX business days to complete the transaction and I told her it has been passed XXXX business days XX/XX/year>. Completed on XX/XX/year>. That was XXXX business days. Except the funds never got deposited into my checking account. And now its XXXX with every person escalating this issue to someone else insisting that it will be taken care of. XXXX escalated this issue to XXXX after looking at XXXX resolution procedures and realizing that I already did the appropriate steps to resolve this problem. XXXX told me she cant see my rewards, only the current balance. Which doesnt help with the current situation. The XXXX ID # is XXXX. I was transferred to XXXX member resolutions team whose member ID # is XXXX and we had to start at square XXXX again after XXXX minutes on the phone. Every single person has to play the pre-recorded message the rates disclosed to you are annual percentage rates. XXXX told me this was her second similar case this week, XXXX also told me the same thing, so did XXXX. Which shows me that this isnt an isolated incident related only to me this issue is a problem happening to multiple USAA members. And its incredibly difficult to receive cash back even when I submitted proof of the completed transaction which wasnt completed. XXXX escalated this issue to the next level Advocacy Team who supposedly has more access to the system and can look into everything and resolve this. I want to add that XXXX, XXXX and XXXX were professional and understanding. They tried to take care of me but in the end they each had to escalate the issue to another person. Only XXXX was rude but she apologized, so its a non-issue at this point. Once again Im waiting for USAA to call me back. My other concern is USAA gives interest on your checking account and I believe that the rewards would have been in my account before said interest was given, perhaps.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation