Consumer complaint received 2024-01-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Credit card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
To whom it may concern, I, XXXX, have submitted a credit card dispute with XXXX XXXX XXXX XXXX for the amount of {$210.00} dated XX/XX/2023. I have since tried to submit my evidence and was never initially contacted by anyone nor did I receive any mail for my evidence. I have multiple videos and am unable to submit them under the documents submit form for USAA because it will not allow videos. I have spoken to multiple people with USAA about this credit card dispute and told to write this letter of my events. 

In the early morning hours of XX/XX/2023, my two young sons and I checked into XXXX XXXX after traveling to XXXX from XXXX We initially entered our room where the odor almost knocked me down, there were stains throughout the Hotel room and hair everywhere from previous guests. I should have immediately checked out and taken my sons somewhere else but they were exhausted and needed to sleep. We were only there for maybe a couple of hours before I went to the bathroom and thats where I first noticed a bug that looked to be a roach crawling on the walls. I then left the bathroom and went in to the main living area where I then noted another much larger bug crawling on the furniture. I immediately packed our bags and we left. We went to the front desk where an employee was. I made here aware of the situation and was met with an attitude and told the Hotel knew about the problem of roaches. I asked for a refund as I was disgusted and not staying there another minute in that room. She told me I could get a refund but that I would have to wait until the manager arrived which would be about half an hour. I wanted to wait in the lobby to make sure the manager was going to refund my money. While waiting, I was met by another employee with an even nastier attitude than the first and she was trying to make me leave. I explained that I just wanted my money back and would gladly leave. After approximately 45 minutes or so, the manager appeared with the cops. She was belligerent and hostile and would not let me even speak. She spoke to me this way in front of my children, and it was shameful. I caught all of this on video. She agreed to give me my money back but refused to even give me any kind of receipt. It has been two months now and I have yet to receive a refund and have been trying to dispute this with USAA with no help. Please allow this letter to serve as my evidence or allow some way to submit the video that I have of the manager stating she would be refunding me my {$210.00}.

I have done business with USAA for years and have never really had to ask for help until recently. I am a loyal member and would please ask that someone help me in this matter. I feel I have been wronged and at no fault of mine. To be treated with such disrespect and in front of my sons and to still not have this resolved and keep going through this is too much. Please let me know if there is anything else I can do. Thank you!

This was sent to my credit card company, USAA, after several phone calls, several attempts to have someone reach out to me and help me submit my video evidence. I feel that USAA has not helped me at all resolve this matter and it is shameful after all the business I have given them and never had to dispute a charge like this. I have also filed a complaint with the XXXX against XXXX XXXX. They have yet to give my my money back. I feel that USAA has not helped me at all as a credit card company resolve this matter. I am begging for help on this! Thank you!

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