Consumer complaint received 2020-11-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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:
USAA - In XXXX, I ordered supplies from XXXX, to be shipped to my house. The next day, I made a second order. I called the local store ( where it's shipped from XXXX to have them ship all the items on one truck. For a more simple logistics format. They agreed. After 4 weeks, I never received anything. The few things that did randomly come in the mail ( not truck delivery as paid and requested ) they were the wrong items. I disputed the charged with USAA. After several months of fighting it and requesting call backs. Giving all of the information they needed and wanted on the case. They kept refusing to issue the refund to the card. Finally, they issues one refund, but now 5 months later, I'm still waiting for the 2nd refund on the card and the case keeps being dropped with no activity. ( XXXX ). 

The XXXX of XXXX, I ordered a new Render station PC from a company called XXXX. While going for a MA in XXXX, I needed the system for the school work. The very first day I received it, I had issues. The system wouldn't work right and it wasn't connected properly in the system. I had to rerun all the cables and make sure it was all plugged in. Finally it booted up and ran. After tryingt o run my animation software, it was running into issues again. I went to the XXXX sites to troubleshoot the parts. But I didn't have the serial numbers to get troubleshoot and technical support assistance for the parts having issues. I contact XXXX several times in attempting to get the serial number. They refused and I have the emails showing that they refused to give serial numbers. After opening the case to find them myself. I saw that the serial numbers have all been removed and scratched off of the parts in the system. Which is 100 % illegal. I finally got the system back to working order and tried to deal with the issues with XXXX. They still refused any thing I was requesting. Finally I ran benchmarks on the system. The system failed in every aspect and the specs with the XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX - XXXX XXXX XXXX abilities were not working as they should. As many public websites keep records of benchmarks. People with the same system specs that I had. were almost 30 % more power and points related to the bench mark scores. 

Upon trying to talk to XXXX about these issues. They again refused to answer and not give me any serial numbers. I filed a report with the FTC. Then disputed the charge with USAA as the parts were obviously counterfeit. USAA has still yet to call me, after the 30+ attempted requests to get a call back from their disputes department. They just keep dropping the case. Even through they have sufficient evidence that the emails from XXXX and the scratched off serial numbers show that there is suspicious activity going on with the PC. I don't even have the PC anymore, as I sent it in to the FTC ( XXXX XXXX XXXX unit related to counterfeit PC parts ) as requested, for their research and reporting. Which I most likely will not get it back. So I'm out nearly {$2000.00} and USAA refuses to look at the evidence or have a competent XXXX look at them, preferably someone who knows anything bout computers. I'm a federal security intelligence contractor by trade and they keep trying to claim that I need a " professional '' account of the counterfeit parts. Which I am clearly capable of assessing myself, with my background in investigations and assisting law enforcement and military related services. 

I have a 3rd account that I need to dispute, but I'm trying to work it out with the company for a new pair of glasses and frames that were incorrectly cut and had the wrong prescription lenses. Which is close to {$560.00}. Which USAA will surly waste several months of time and effort in trying to secure a refund from any dispute processes. 

USAA disputes dept has constantly lied on internal notes on the account. Claiming that they have tried to call me several times. I'm up from XXXX most days. Usually getting a few hours of sleep staggered through the day because of international work that I do with XXXX services in XXXX XXXX. If they would have called me, I would have received the call. There would have been a missed call. Yet USAA claims that they left voicemails, yet I never had any voicemails from them on my cell phone. So they are blatantly lying about their communication attempts and continuously ignorant to any investigation matters or materials that I submit and causing these disputes to go past the dispute timeframe that is allowed. Leaving me with several hundreds of thousands of dollars and items I never received.

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