Consumer complaint received 2017-06-30
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am a victim of identity theft. The thief made fraudulent transactions on my accounts, in my name on my XXXX XXXX ending in XXXX issued by USAA. In accordance with section 609 ( e ) of the Fair Credit Reporting Act, 15 U.S.C. 1681g ( e ), I initially requested that USAA provide me copies of business records relating to the fraudulent account identified above. The law directs that they should have provided these documents at no charge, and without requiring a subpoena, within thirty ( 30 ) days of my request. Since my initial request on XX/XX/XXXX I have made many requests for these documents which as of XX/XX/2017 still remain unmet. <P/>My requests were for the following : Application records or screen prints of internet/phone applications Statements/invoices Payment/charge slips Investigators summary Delivery addresses All records of phone numbers used to activate or access the account Any other documents associated with the account Despite my many requests and even multiple USAA agents informing me the records would be sent to me months ago, I have yet to receive anything. I did receive a billing statement for the account in question which, which neglected to show the chargebacks to my account or explain the massive balance increase from the previous statement. Additionally, while this and my XXXX  XXXX issued by USAA were under billing disputes they were closed and reported negatively. These actions violate several consumer protection laws. USAA claims in CFPB complaint XXXX reporting only accurate information. However, the visa card reported as being at or near it 's credit limit was in fact paid in full. The only remaining balance under {$600.00} of a {$14000.00} credit limit was in dispute. This is far from the state reported by USAA. The XXXX XXXX card was only over 30 % of the {$13000.00} credit line due to the chargebacks placed on the account by USAA, which were also under dispute. USAA has failed to supply an explanation for these actions which they have admitted to doing multiple times. Additionally, they have failed to supply a response as to why they neglected to report the accounts as being under dispute. In fact, they reported one of them as dispute resolved, despite not having informed me of such resolution. This has also gone unanswered for. <P/>USAA has also alleged the charge from XXXX XXXX XXXX XXXX was for a vehicle I rented and claimed on my auto policy. I have not claimed that rental on my auto policy and USAA also informed me the damage was found to be the responsibility of another. USAA claims the charges from XXXX XXXX are for a vehicle financed with USAA. However, I purchased my vehicle from XXXX XXXX, not XXXX XXXX. As far as their stating I am a XXXX XXXX member, that does not mean I made that transactions. USAA further states I made multiple claims of fraud, despite having been informed otherwise many times. They have been repeatedly reminded that the so called multiple claims where the exact same claim re-entered by USAA agents themselves as they were never able to correctly process all the fraudulent charges. Not to mention fraudulent charges were entered for 2 credit cards and my checking account as they were all fraudulently used at the same time. Additionally, my last report of fraud was not initiated by me, but at the suggestion of a USAA agent I spoke with regarding a billing dispute on my debit card. It was USAA who suggested I submit it as fraud. This charge was investigated and found in my favor. However, USAA makes reference to it as being the cause of their re investigation of a previously finalized case. This reversal of their previous decision was made a year later, in violation of the 90 day timeline provided to settle billing disputes by law. USAA has admitted multiple times to reversing the previous claim over a year after being informed of the billing dispute, yet not supplied a reason for ignoring the consumer protection laws which only allow 90 days for such action to occur.

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