Consumer complaint received 2024-06-14 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I am writing to file a complaint against USAA regarding what I believe to be an unfair and deceptive loan practice. I have been a loyal customer of USAA for approximately 20 years, during which time I have maintained accounts with the institution. As a conscientious consumer, I traditionally utilize other banking institutions for balance transfers to capitalize on low-interest rate offers. 
Recently, while accessing my mobile account, I encountered an offer for a XX/XX/year> Balance Transfer and Convenience Check promotion associated with my XXXX XXXX card. Intrigued by the offer of XXXX interest and a 3 % fee, I proceeded to increase the balance on the specified card in anticipation of availing myself of this advantageous opportunity. Subsequently, I initiated the transaction, intending for it to be applied to the XXXX XXXX card as per the offer displayed within my mobile account interface. 
However, upon completion of the transaction, I discovered that the funds had been erroneously posted to my Visa Signature account. Promptly recognizing the error, I immediately contacted USAA to rectify the situation. Regrettably, the representative I spoke with attributed the discrepancy to a purported lag between the mobile application and the website interface, advising me to conduct such transactions via the latter. To substantiate my claim, I provided comprehensive documentation, including screenshots and convenience check images corroborating the offer 's association with my XXXX XXXX card. 
Despite my diligent efforts to resolve the matter expeditiously, USAA has thus far failed to effectuate the transfer to the correct account, nor have they demonstrated a willingness to annul the transaction and refund the full amount. Importantly, no portion of the transferred funds has been utilized since the inception of this ordeal. 
In pursuit of resolution, I have embarked on numerous attempts to communicate with the individual overseeing my claim, leaving multiple voicemails and correspondences without success. Notably, I have endeavored to engage with USAA 's representatives through various channels, including but not limited to calls to the dedicated line and correspondence with XXXX XXXX at extension XXXX, as well as a subsequent missed call from XXXX XXXX at extension XXXX. 
Furthermore, it is important to note that the borrowed amount in question totals {$16000.00}, inclusive of the 3 % fee amounting to {$500.00}. This substantial sum, coupled with the misallocation of funds, has resulted in my XXXX XXXX account exceeding its available line of credit. As a consequence, I am currently contending with the adverse repercussions of this oversight, further underscoring the urgency of a swift and equitable resolution. 
It is my contention that USAA 's handling of this matter constitutes an unfair and deceptive practice, characterized by a lack of responsiveness and accountability. Furthermore, I am troubled by the apparent impediments placed upon my efforts to seek resolution, which I perceive as a deliberate strategy to prolong the process and potentially accrue fees and interest at my expense. 
In light of the foregoing, I respectfully request that USAA promptly rectify the misallocation of funds and provide assurances that similar incidents will be preemptively mitigated in the future. Additionally, I seek reimbursement for any associated costs or losses incurred as a result of this protracted ordeal. 
Thank you for your attention to this matter. I trust that USAA will demonstrate a commitment to fair and transparent business practices by addressing my concerns in a timely and equitable manner.

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