Consumer complaint received 2019-11-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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:
I contacted USAA via click-to-chat on XXXX XX/XX/2019 to report fraudulent charges on my USAA XXXX XXXX credit card and USAA Platinum Visa credit card. I asked the agent that I was connected to, if it was possible for me to send documents to USAA in order to report fraudulent transactions, and I was informed that it needed to be submitted with a customer service representative. 
I reported 32 transactions as fraudulent charges for the XXXX XXXX credit card to the agent. The total amount was {$24000.00} for the 32 transactions. I also reported 27 transactions as fraudulent charges for the Platinum Visa credit card. The total amount was {$25000.00} for the 27 transactions. Once I was done with reporting all fraudulently charged transactions on both credit cards, I was advised by the customer service representative that there would be updates in 5-7 calendar days about the reported transactions. 
8 days after the day XXXX filed the fraud claim, when I contacted USAA via click-to-chat to be updated on the reported transactions on XXXX XX/XX/2019, I was informed by the customer service representative whom I was connected to on XXXX XXXX that the fraud claims from XXXX XX/XX/2019 were not filed correctly. I learned that the previous agent who initially filed the claims on XXXX XX/XX/2019 filed them under an XXXX. I was also informed that the claims needed to be files under a XXXX XXXX. The customer service representative apologized for the mishandling of the fraud claims and started to correct and file the claims properly. However, the chat session was disconnected while the agent was working to file all charges correctly. 
I made an attempt to be reconnected to the agent who worked to file the claims correctly to ensure all reported transactions which were initially filed on XXXX XX/XX/2019, however I was connected another customer service representative. I explained the situation to the agent and was informed that the agent worked to fix the problem with the claims was be able to successfully complete fixing and filing the all transactions correctly even though the chat session was disconnected. 
I contacted USAA via click-to-chat once more again on XXXX XX/XX/2019 to confirm that the 32 transactions for the XXXX XXXX credit card and the 27 transactions for the Platinum Visa credit card were all included and properly filed. However, agent was not able to tell me if all those transactions were included. 
On XXXX XX/XX/2019, I noticed that 5 temporary credits were issued to the XXXX XXXX credit card account on XXXX XX/XX/2019. The total amount of the 5 temporary credits was {$18000.00}. I also noticed that 7 different temporary credits were issued to Platinum Vias credit card account. The total amount of the 7 temporary credits was {$23000.00}. I was not be able to tell how I was issued those temporary credits because of difference between the number of transactions I filed as fraudulent charges and the number of temporary credits issued to the two credit card accounts, and because of difference between the total amount for filed transactions and the total amount of issued temporary credits. 
I contacted USAA via click-to-chat and phone call on XXXX XX/XX/2019 and requested USAA to itemize the issued temporary credits by each transactions I filed on XXXX XX/XX/2019 for me to be able to identify the differences between the total amount I filed and the total issued temporary credits. I was given two case number for me to use to track the status on my issue with the issued temporary credits. XXXX was the issued case number for the XXXX XXXX credit card, and XXXX was the issued case number for the Platinum Visa credit card. 
I contacted USAA on XXXX XX/XX/2019 via click-to-chat to be updated on cases that the two case numbers were assigned, however customer service representative I was connected to, was not able to provide any updates because the representative was not able to find the case numbers. 
Between XXXX XXXX and XXXX XX/XX/2019, I received two letters from USAA requested me to verify reported fraudulent transactions and sign the letter as I confirmed listed transactions on the letter were not made by me. They also asked me to list any transactions if I want to add as fraudulent transactions. Transactions were listed on the letters were shown same as the temporary credits were issued on XXXX XX/XX/2019. The listed transactions on the letters did not match most of transactions I initially filed on XXXX XX/XX/2019. I listed every transaction I filed on the letters for USAA to identify all filed transactions correctly by amount and merchant name and to investigate my claims correctly, signed and sent them to USAA. 
As there wasn't any update and response from USAA, I contacted USAA via click-to-chat and submit a request to fraud team to provide documents as to how they came up with the temporary credits which were issued on XXXX XX/XX/2019. I was advised the request was submitted and turnaround time was 3-5 calendar days. However, I have not received any response about the request from USAA or fraud team yet. 
I submitted a complaint to CFPB against USAA on XXXX XX/XX/2019 about the issue addressed above, and I received a response from USAA on XXXX XX/XX/2019. USAA stated that I chatted with USAA to ask for an update on my claims and the chat was disconnected while the representative was reviewing the claim on XXXX XX/XX/2019. To be correct, it was XXXX XX/XX/2019 when I contacted to USAA to be updated on the claims. Also, the chat session was disconnected while the customer service representative was fixing the claims which were incorrectly filed initially on XXXX XX/XX/2019. USAA also started that I contacted USAA on XXXX XX/XX/2019 and was correctly advised that all transactions were included. That is not true. I made multiple attempts to ensure USAA identified all transactions I reported and include them in its investigation. However, I have never properly advised that USAA identified all transactions correctly and include all transactions, and USAA never responded to my request as to how I was issued the temporary credits. 
USAA also stated investigated my claim multiple times, came to same conclusion that all reported transactions were not fraudulent charges and reversed all issued temporary credits from the accounts which took place on XXXX XX/XX/2019. 
It seems that USAA completed investigations on my fraud claims before XXXX XX/XX/2019 as the temporary credits were reversed on XXXX XX/XX/2019. According to Fair Credit Billing Act, I must be told promptly and in writing how much I owe and why if USAA determined that my claims were not fraudulent charges. I learned that USAA completed the investigation and determined that I am responsible for transactions I filed as fraud on XXXX XX/XX/2019 from USAA 's response to my compliant submitted to CFPB. I contacted and talked to an agent over the phone and requested for the result of the investigation on my claims in writing how much I own and why for every transaction I filed on XXXX XX/XX/2019. I was advised that turnaround time would be 5-7 calendar days. However, I have not received any letter or document from USAA yet. Between XXXX XXXX and XXXX XXXX, I tried to contact a fraud specialist whom I believe as the initial fraud specialist ( XXXX ) assigned for my claims to obtain the result of the investigation multiple times and left voice messages. I have not received any response from the agent. I tried to contact the addressed point of contact ( XXXX ) in USAA response to my complaint through CFPB, left voice message and requested a return phone call, but I have not received any response. 
USAA failed to acknowledge my fraud claims correctly, USAA failed to respond to my request of documents regards my claims, USAA failed to promptly notify me of the result of the investigation in writing and USAA failed to provide me the result of the investigation at request. 
I never provided my credit card numbers to all merchants listed for the transactions I filed as fraudulent charges. All those merchants appeared to be connected, worked for an unlicensed online casino I had used in the past and charged the two credit cards illegally.

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