Consumer complaint received 2025-11-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with balance transfer
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
XX/XX/XXXX - Received credit card from USAA with a {$15000.00} credit limit and a balance transfer offer. All transfers made by XX/XX/XXXX, would have no interest charged until XX/XX/XXXX. 
XX/XX/XXXX - submitted XXXX balance transfer requests. 
XX/XX/XXXX - called USAA as both requests still showed as pending. Was told there was a type of fraud freeze on my card, like it was reported lost or stolen. Confirmed with rep this was NOT the case, she released the hold and told me the transfers would go thru. 
XX/XX/XXXX - Both transfers are gone. dropped. No record. Contacted usaa and was told to resubmit. 
XX/XX/XXXX - Contacted USAA directly and provided my balance transfer information again. Was told by the agent that there was no record of any previous attempts made by me ( even though USAA sent me letters about the previous attempts )- transferred me to a security department where i had to provide the credit card numbers for both cards that i was transferring, was transferred back to the previous rep who confirmed my request. 
XX/XX/XXXX - both transactions still show as pending, received an email document from usaa stating that both transactions were cancelled. no reason given. Spent XXXX hour and XXXX minutes speaking with XXXX, who said it was a problem with their IT department, she has no idea why these wont work, filed a formal claim and trouble ticket ( XXXX number XXXX ) and provided me with the claim numbers for both my balance transfers- XXXX and XXXX. 
XX/XX/XXXX - contacted usaa again as i received another cancellation email for both transactions, again with no reason given. Spoke with XXXX - employee id XXXX. XXXX said that the original request in XXXX was cancelled because my card was reported as lost or stolen, yet could not provide information as to who reported this and when. XXXX also said that he did see my previous attempts but that there was nothing that could be done because the promotional date had expired, which was XX/XX/XXXX, even though the previous requests were cancelled due to USAA 's error, not mine. 

USAA sent this card to me with deceptive and fraud intentions. They were never going to honor the {$15000.00} credit limit of balance transfers with no interest until XX/XX/XXXX, rather, they wanted me to use this card as a general card, and hopefully carry a large balance, resulting in interest payments to them. When i submitted my first request, they deliberately coded my card as lost or stolen to stop my request ( I used my card XXXX weeks earlier and paid the balance in full ). If my card was lost or stolen as they claim, why wasnt i provided with a new card? 
All deceptive and fraud- i am wiling to bet that i am not the only one who is experiencing these fraudulent practices with USAA. They are not about putting their members first. Please share with everyone and anyone as this is wrong.

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