Consumer complaint received 2021-04-23
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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:
I recently noticed a {$150.00} charge on my USAA credit card that I didnt recognize. After reviewing my account, I discovered this same charge had remained on my account for months which was strange, because my account is enrolled in AutoPay. 

I contacted an agent via online chat at USAA on XX/XX/XXXX to discover : -This was a charge in XXXX which was verified as fraudulent, and had been taken off my account -The USAA agent stated : I show that XX/XX/XXXX we gave you a temp credit while we investigated and in XX/XX/XXXX we made that a permenant credit. 

this charge started showing up on your acct after over a year ofa XXXX balance. It could have been something in the system that somehow glitchedand added it back on the acct randomly for some reason. 

it looks like it started showing up again on XXXX of last yearXXXX. But between XX/XX/XXXX and XXXX of XXXX it was totally gone. 

It is what I want to call a phantom charge that isshowing up but the system is not recognizing it because it was already resolved backin of XXXX of XXXX. A year later for some reason a year to the date it was resolved itstarted showing back up again. 

This chat took almost an hour and a half, and did not resolve the issue. The agent sent a note to the dispute department. 

On, XX/XX/XXXX I received a voice mail : Hello, this is XXXX from USAA about a time sensitive matter regarding your recent transaction. 
She did not identify which department she was from, and did not provide an extension to reach her. She only provided the companys toll free number : XXXX. 

That day, I called back and navigated the toll free number to the credit card department, worried that they were calling about a new fraudulent charge. The agent looked at my account and could not figure out why I was called. I spent over 16 min on that call, which went nowhere. Frustrated, I asked her to look into it and then call me back. 

On XX/XX/XXXX I finally received a return call from XXXX, who left the voice mail message. She called to discuss the persistent charge on my account that I discussed in the online chat. At the beginning of the conversation it was apparent that she hadnt done her homework and bothered to take the time to understand the situation. She initially said the balance was due to a new charge in XX/XX/XXXX, which was not the case. She finally figured out that it was due to the fraudulent charge in XXXX which was taken off my account XX/XX/XXXX, but mysteriously re-appeared a year later. 

This call lasted over 33 minutes, and did not resolve the problem. XXXX said she would look into it and call me back early the following week, either XXXX or XXXX. She said she could not provide me a phone extension to reach her. She never called me back, and the issue still has not been resolved. 

Because I am unable to reach an agent at USAA who can help me, and USAA has eliminated the option to send them secure messages or email on its website, I am forced to contact the CFPB for assistance in helping me to resolve this issue.

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