Consumer complaint received 2022-05-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX, my wife, XXXX XXXX XXXX, received a call from USAA informing us that our USAA Platinum card was delinquent and requested a payment. She informed them that the only Platinum card we had was with XXXX XXXX and all of our accounts were current. 

The operator then instructed us to log into USAA to view the statement as well as the history. We then ended the call, XXXX logged into her account and there was no indication of any platinum card on her login account. 

I then attempted to log into USAA using my information ( my wife and I have two different usernames ) and was informed that my password was incorrect. I have used the same password for many, many years. So, I called USAA. I was informed that my account 's address and password had been changed and their records reflected me living in XXXX. Neither my wife nor I have traveled to, purchased from or have any connection with anyone in XXXX. 

They went through their process to reset my account to accurately reflect not only the only address we have had since XXXX ( we have been married and living here since XX/XX/XXXX ) but also reset my password. I was then advised to sign on and access the account. I was also informed that the card was processed using my information and only with my name - not jointly. I have never had an account ( since we have been married ) in only my name. 

When I logged in, I discovered not one, but two, transactions were made ( XX/XX/XXXX - {$18000.00} and XXXX - {$18000.00} ). First of all, we shop at thrift stores and XXXX- we would never make these purchases. We called and spoke with USAA several times and finally the account was frozen or closed and marked as being a fraudulent, identity theft case. Copies of two month 's statements is attached for your reference. 

The account was referred to USAA 's fraud department at XXXX XXXX  on XX/XX/XXXX through XXXX ( XXXX. #, XXXX ). As I am hard of hearing and my XXXX XXXX was rising as a result of this, I instructed ( and continue to do so each time we place a call with USAA concerning this garbage ) to speak with my wife. We were given the number XXXX XXXX XXXX XXXX for XXXX XXXX XXXX. 

We were then referred to another team XXXX XXXX XXXX for debt solutions. We have also spoke with XXXX at XXXX XXXX XXXX ( another Fraud Department operator. We were instructed to contact the local police department here in XXXX, Colorado. They sent two officers ( one was XXXXXXXX XXXX XXXXXXXX XXXX. XXXX ). Their address is XXXX XXXX XXXX XXXX, XXXX CO XXXX. His number is XXXX XXXX XXXX. We were informed that they couldn't file a report since nothing had been taken from us. We were provided a flyer for Identity Theft Complaint but were informed there wasn't anything they could do. He then informed us to contact all three of the credit agencies, which we did, and let them know what had happened. 

We then were contacted by our bank ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX XXXX XXXX XXXX ) informing us that there were two demands for payment ( received XXXX and XXXX ) for {>= $1,000,000}. We immediately went to the bank and had to close that account and open another account to protect ourselves. XXXX provided a flyer as well as instructions to reach out to the credit agencies as well. Again, we did this. A copy of the two demands is attached as a ZIP file. 

Calls then continued to come in from USAA demanding payment. The credit card department ( if you will ) is separate from the fraud department and neither of them really connect. Over and over we have been informed that the Fraud Department is working on this. Now? Our credit rating has dropped XXXX points, USAA has turned this matter over to collection. What more can we do? I am retired, I have low income. My wife is nearing retirement. We both have health issues. Not that is your concern, but is it going to take one of us to pass in order for this to be resolved? 

We truly have no idea what more we can do.

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