USAA Savings Credit Card Complaint

USAA Savings Credit card department,

Customer service / Customer relations Maryland

Dear CFPB, This letter is a complaint against USAA. In this complaint, you will see that I was mislead by advertising that failed to clearly expose fees and that I was misinformed by multiple USAA representatives on the phone. Additionally, I was avoided by USAA customer service on multiple occasions and a Senior Representative lied to me. My complaint explains how I was charged $290.00 in fees that USAA refused to refund when unsuccessfully attempted to resolve my complaint with USAA 's customer service. My complaint starts when I received an advertisement in the mail regarding a USAA credit card with no interest until -/-/2018. At the time, I needed cash to cover a debt and the card advertised no fees on convenience. To verify that I had not missed anything in the letter, I called USAA and spoke with a representative who stated that there were no fees on the USAA credit card convenience checks that I received an advertisement for. I had an additional question about a week later and posed the same question to another representative who verified that there would


checks. After seeing the fees, I called USAA and spoke with - people, the last of whom stated that she was a Senior Resolution Specialist. The Senior Resolution Specialist stated that a manager would look into the issue and would pull the voice recordings of my phone conversations as part of his or her analysis ; she stated that I would be called back in two to three business days. A week later, I had not received a phone call from USAA, so I called USAA again. This time, I spoke with another Senor Resolution Specialist named - who informed me that there was no record of my issue being escalated to a manager and that no one had done any analysis nor was there any inclination of calling me back. - informed me that a manager would call me. After my conversation with -, the Senior Resolution Specialist, a manger named - called me and left a voicemail. I called - back - times and left him multiple voicemails ; - called me back more than a week after leaving my first voicemail. - stated that my $290.00 in fees would not be refunded even though I had been misinformed by - USAA representatives ; he reasoned that, somewhere in the letter I received, the fees were explained. I asked - about the voice recordings and what review he had done of my case because I had been informed that my case would be reviewed thoroughly including a review of the recorded phone calls ; - stated that USAA was not going to review my case any further and that no assessment of my previous conversations would be made. As can be seen above, I have been unjustly charged $290.00 in fees that I was told I would not be charged and USAA has refused to take responsibility for misinforming me. I have spent multiple hours explaining my case to USAA and my efforts appear to have been in vain which is how come I am sending this letter to you as a last resort. Sincerely, - -