Consumer complaint received 2020-06-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
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 am writing to complain about my continuous horrible customer service experience with USAA in retrieving funds that are due to me. On XX/XX/XXXX I ordered a XXXX Direct-Fit Catalytic Converter for  my XXXX XXXX XXXX XXXX 2.4L per the specifications and direction from my mechanic. However, when the catalytic converter arrived on XX/XX/XXXX my mechanic opened and inspected the part, and discovered this part was not as stated. I purchased this part for {$170.00} as well as paid additional costs for labor to have this part installed but upon our surprise this part was not comparable for a XXXX XXXX XXXX XXXX 2.4L as stated and was unable to get my vehicle repaired that day.and I needed my vehicle repaired promptly. I attempted to reach out to the XXXX XXXX seller but he was uncooperative and was unable to reason with. As a result he insisted he would not entertain my request for a refund. As a single parent my only intention was to have a working vehicle to be able to get back and forth to work and to be able to support my family. I was still responsible for repairs however I was forced to find another part which cost me {$210.00} plus labor. I cant afford to pay for multiple parts and labor for items not compatible for my XXXX XXXX XXXX XXXX XXXX vehicle. On XX/XX/XXXX I contacted USAA to file a dispute for the charge of {$17000.00}. I shipped the part back to the seller and requested proof of delivery information and uploaded to USAA. I have been continuously going back and forth regarding the developments and have been accused of fraud by the seller however he has been able to not only have the part but also the {$170.00} that has not been credited back to me. I am exhausted and saddened by my continuous attempts to collect my money back. All I wanted was a working vehicle yet I have been face with financial hardship because I am feeling as if USAA has no intentions have assisting me. I noticed that I have had to upload this delivery documentation on more than one occasion because it has been mysteriously deleted. I am reaching out to you to assist me in attempting to get my {$170.00} that I purchased in good faith that this part would be as described for my XXXX XXXX XXXX XXXX 2.4L. This experience with USAA has put a bad taste in my mouth and I am considering ending my relationship with USAA and sharing my experience. I have never been through anything like I have been through with USAA. I went through another dispute situation with USAA earlier in the year and dispute my continuous documentation and communication, it finally was resolved. I was made to feel like the suspect instead of the victim. The representative that I spoke to most recently on Monday, XX/XX/2020 indicated that I would have to go through hoops to get this resolved in my favor. With everything going on with this Coronovirus epidemic this was a matter I thought was have been resolved in my favor despite several attempts by USAA to close. If I need my mechanic to submit a notarized letter in attempts to retrieve my {$170.00}, I will do so but be aware I will sever all ties with USAA as well as share with others. 
This experience is one of the most humiliating as well as horrendous occurrence ever. 

I hope that you would reconsider crediting my account the {$170.00} that I am due. 

Very disappointed as a USAA member

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