Consumer complaint received 2020-02-25
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
XXXX XXXX  XXXX XXXX, SC XXXX USAA Credit Card Resolution Services XXXX. XXXX XXXX XXXX XXXX, TX XXXX To whom it may concern : We are disputing the entire amount shown on you XX/XX/2020 statement due to USAA. We would like for someone to take another look at our account. On XX/XX/2020 ; {$9600.00} was posted to our account to pay off a balance of {$9500.00} ( the extra amount was to take in account any interest that might be due ). We received a letter dated XX/XX/2020 confirming that the USAA Credit Card Account had been closed by USAA. 

On or about XX/XX/2020 we received a check in the mail in the amount {$110.00} which we deposited in our checking account on XX/XX/2020. Then in early XXXX we received the attached statement showing an amount due of {$84.00}. It also showed the payment from USAA on XX/XX/XXXX and it showed the refund check # XXXX as a purchase. That is not correct, the {$110.00} should be properly reflected on the credit card statement as a refund not a purchase. A {$110.00} purchase is subject to interest charges, a refund is not. Further a {$110.00} purchase implies we received some benefit from the transaction listed, which is not true. This was money owed to us as consumers that overpaid a bill. 

On XX/XX/XXXX we contacted a representative of your facility for an explanation. After an extensive hold period ( in excess of 5 minutes ) she informed us that the interest of {$84.00} was from a cash advance check processed several years ago. 

As a result, we are exercising our rights under the Fair Credit Bill Act to dispute the {$84.00} charge. I am doubtful this money is owed as USAA applied a payment, and then went through the process to issue a physical paper check for a refund on the account. It is reasonable to believe that if USAA had maintained proper records, the {$84.00} would have been collected with the {$9500.00} payment processed on XX/XX/2020. 

We are exercising these rights since our records do not go back several years, so we do not have the proper documentation to verify the information provided on the phone. We also do not understand why this {$84.00}, from several years ago, was not settled with the {$110.00} that was returned to us. It is this type of misleading financial accounting, which has also happened on several prior accounts with USAA, that has led to our severing ties with the firm. 

Yours Truly, XXXX and XXXX XXXX Attachment CF : FDIC, Office of the Ombudsmen XXXX XXXX XXXX XXXX XXXX XXXX . 
XXXX, SC XXXX USAA Credit Card Resolution Services XXXX. XXXX  XXXX XXXX XXXX, TX XXXX To whom it may concern : We are disputing the entire amount shown on you XX/XX/2020 statement due to USAA. We would like for someone to take another look at our account. On XX/XX/2020 ; {$9600.00} was posted to our account to pay off a balance of {$9500.00} ( the extra amount was to take in account any interest that might be due ). We received a letter dated XX/XX/2020 confirming that the USAA Credit Card Account had been closed by USAA. 

On or about XX/XX/2020 we received a check in the mail in the amount {$110.00} which we deposited in our checking account on XX/XX/2020. Then in early XXXX we received the attached statement showing an amount due of {$84.00}. It also showed the payment from USAA on XX/XX/XXXX and it showed the refund check # XXXX as a purchase. That is not correct, the {$110.00} should be properly reflected on the credit card statement as a refund not a purchase. A {$110.00} purchase is subject to interest charges, a refund is not. Further a {$110.00} purchase implies we received some benefit from the transaction listed, which is not true. This was money owed to us as consumers that overpaid a bill. 

On XX/XX/XXXX we contacted a representative of your facility for an explanation. After an extensive hold period ( in excess of 5 minutes ) she informed us that the interest of {$84.00} was from a cash advance check processed several years ago.

As a result, we are exercising our rights under the Fair Credit Bill Act to dispute the {$84.00} charge. I am doubtful this money is owed as USAA applied a payment, and then went through the process to issue a physical paper check for a refund on the account. It is reasonable to believe that if USAA had maintained proper records, the {$84.00} would have been collected with the {$9500.00} payment processed on XX/XX/2020. 

We are exercising these rights since our records do not go back several years, so we do not have the proper documentation to verify the information provided on the phone. We also do not understand why this {$84.00}, from several years ago, was not settled with the {$110.00} that was returned to us. It is this type of misleading financial accounting, which has also happened on several prior accounts with USAA, that has led to our severing ties with the firm. 

Yours Truly, XXXX and XXXX XXXX Attachment CF : FDIC, Office of the Ombudsmen XXXX XXXX XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief