Consumer complaint received 2020-07-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/2020 my wife & I purchased a vacation through XXXX XXXX to the XXXX XXXX XXXX XXXX XXXX - Amount {$8300.00} 1. The travel was to take place XX/XX/2020 and return on XX/XX/2020. 
2. Due to the Corona Virus the flights were cancelled and no possible way to get to XXXX XXXX XXXX   XXXX XXXX XXXX owned by XXXX was closed. 
3. We had been in contact with XXXX XXXX prior to the XX/XX/XXXX departure due to worries of travel plans and whether or not we would go since we have a XXXX  year old and XXXX  year old. Since the airline cancelled our flights and the resort was closed that made our decision for us and we never were able to attend the trip we had paid for. 
4. XXXX XXXX refunded our airfare, but not our lodging with the XXXX XXXX. They played games and said we can give you a voucher for a year or two from now. They will not refund the money 5. I contacted my credit card company on XX/XX/2020 I disputed the charge of {$8300.00} with USAA Bank. 
6. USAA had refunded me the money initially and reviewed the dispute. I had provided the requested documentation and then USAA put the charge back on my card XX/XX/2020. 
7. I had called in immediately to USAA telling them I was not paying for something I could not get to due to the flights being cancelled & resort being closed and whatever further information and documentation they require to substantiate my dispute I had no problem sending them. 
8. On XX/XX/XXXX the {$8300.00} was credited for a second time to the account. 
9. No further requests were made by USAA bank for additional information to substantiate my dispute. 
10. XX/XX/2020 USAA never contacted me nor requested further information regarding my claim and put the charges of {$8300.00} back on my credit card. 
11. Around XX/XX/XXXX I received a letter from USAA Bank stating that they would not credit me the {$8300.00} and that I had to work it out with the merchant directly. 
12. I had called USAA to request further clarification why my claim was denied and they sent me off to various divisions and nobody has ever returned my calls to discuss additional steps to remedy the issue 13. I had contacted XXXX XXXX around XX/XX/XXXX and spoke with a woman by the name of XXXX at Phone number XXXX XXXX XXXX XXXX. She was nice and attempted to be accommodating at first, but would not refund my money. Her claim is that XXXX will not refund money. 
14. Part of the XXXX XXXX Contract is a Force Majeure Statement that XXXX XXXX is saying why they don't need to refund my money. 
15. In the Force Majeure Clause there is no mention of pandemic, epidemic, quarantine or diseases. 
16. From my side XXXX XXXX  is admitting they did not nor can they provide their contractual obligations and therefore the contract is null and void. 
17. I was never given any notification of Force Majeure by XXXX XXXX prior to XX/XX/2020 nor during my submitting my credit card disputes until XX/XX/2020. 
18. To date I have nothing in writing from XXXXXXXX XXXX stating when travel can begin again. 
19. The current situation is I now have a credit card company - USAA Federal savings bank that wants nothing to do with the dispute except for me to pay them for a trip that was never taken nor could be taken due to the Corona virus.

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