Consumer complaint received 2023-06-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
USAA XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX Subject : Complaint Regarding Refusal of Chargeback for XXXX Transaction Dear USAA, I am writing to express my deep dissatisfaction and frustration with the handling of a fraudulent transaction that occurred on XX/XX/XXXX, involving a charge to XXXX for concert tickets amounting to {$1900.00}. Despite my immediate efforts to stop the purchase by contacting USAA, I was informed that it was too late to prevent the transaction and was advised to file a fraud dispute. 

On XX/XX/XXXX, I promptly filed a report with USAA, stating the unauthorized charge and detailing the circumstances surrounding it. However, to my dismay, on XX/XX/XXXX, I received notice from USAA stating that the transaction was not deemed fraudulent. Perceiving this decision as an error, I immediately requested a reassertion. 

Regrettably, on XX/XX/XXXX, I received the same outcome from USAA, with the determination that the charge was not fraudulent. Frustrated by the lack of progress, I decided to work directly with XXXX to seek resolution. After engaging in numerous conversations with XXXX, they eventually acknowledged that the transaction was indeed fraudulent and assured me that they were willing to refund the full amount to my USAA account. 

To facilitate the refund process, XXXX instructed me to contact USAA and initiate a chargeback. However, despite my repeated attempts to have USAA initiate the chargeback, I was repeatedly refused. I found myself caught in a frustrating loop between XXXX and USAA, both of whom claimed they needed the other party 's agreement to proceed. 

In my most recent communication with USAA on XX/XX/XXXX, a representative from your fraud department informed me that they would not initiate a chargeback due to a supposed XXXX policy restriction. However, upon contacting XXXX directly to discuss their chargeback policy, I was informed that while they could not provide individual bank policies, banks are indeed able to initiate more than one chargeback. Because USAA initially requested the chargeback while they investigated on XX/XX/XXXX, they will no longer request a chargeback stating that XXXX wont let them. 

To exacerbate my disappointment, I received a call from the CEO 's office at USAA in response to my complaint filed with the Better Business Bureau. The representative informed me that there was nothing that could be done due to XXXX 's policies, effectively closing the door on any potential resolution. 

I am deeply dissatisfied with the handling of this matter by USAA. As a loyal customer who has entrusted my financial well-being to your institution, I expect a higher standard of service and a genuine commitment to resolving issues that arise. In this case, I have been met with indifference, contradictory information, and an apparent unwillingness to advocate for my rights as a customer. 

I kindly request that USAA reevaluates its decision and takes immediate action to rectify this situation. The evidence clearly supports the fact that the transaction in question was fraudulent, as confirmed by XXXX themselves. I implore USAA to initiate the chargeback process with XXXX so that I may receive the refund that I am rightfully owed. 

I believe in the principles of transparency, integrity, and accountability that USAA has built its reputation upon. Therefore, I trust that you will conduct a thorough review of my case and promptly take the necessary steps to address this matter. Failure to do so would seriously undermine my faith in USAA 's commitment to its customers. My husband is a 21 year XXXX XXXX XXXX  XXXX  and also a war XXXX. USAA prides themselves in commercials in their care and advocacy for military personnel, but it doesn't hold true for actual customers. Please note that in the 30 years I have been a customer, I have never purchased concert tickets, had an account with XXXX, or accessed any other accounts that are similar to these concert tickets. 

I request that any fees or charges associated with the fraudulent transaction be reimbursed promptly. 

Thank you for your attention to this urgent matter. I hope that we can resolve this issue amicably and restore my faith in this institution. In the meantime, I have sought legal advice and am also filing a complaint with the XXXX.

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