Consumer complaint received 2021-02-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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: Card was charged for something you did not purchase with the card

Complaint:
During my last communication with USAA, I was told that I was no longer able to communicate with USAA. That is until my profile has been recovered. I have filed reports with law enforcement involving identity theft and fraudulent use of my USAA Visa Card # XXXX XXXX XXXX XXXX in my name. These reports are with the Federal Trade Commission FTC Report # XXXX for identity theft and the Consumer Finance Protection Bureau CFPB Report # XXXX for fraud. Both law enforcement organizations stated that they would send these reports directly to USAA. In trying to communicate with USAA to confirm this, I have been unable to confirm that this has been done. 

I, however, can confirm that I have sent both of these reports to USAA via fax and US mail with tracking information received by USAA. As the reports contained not only the details of the {$59000.00} which has been fraudulently charged using my USAA Visa card without my consent, permission, or authorization to do so. These reports contain not only all of the fraudulent transactions but also the USAA Visa card #, my name, and account information. I have yet to date been unable to confirm that USAA has transferred any of this information to my USAA Visa account # XXXX XXXX XXXX XXXX thereby to deal appropriately with said information. I was told to send to USAA also a copy of my drivers license, front and back, along with the other information herein. My USAA # is XXXX ; my SSN is XXXX ; my DOB is XX/XX/XXXX. The additional information requested is attached. 

I can confirm that USAA has now indeed received the CFPB Report # XXXX for fraud because USAA has responded to it. This USAA response is both greatly troubling and gravely concerning. Every single allegation made by USAA in their response is false : 1. All of the charges were disputed at one time, single instance. There were not multiple fraud claims alleged as USAA has falsely stated. 
2. I beg to differ that the merchants provided any information showing that I authorized, consented, or gave permission to those fraudulent charges to occur. That applies to myself or anyone else. Please provide any such evidence you have of this information. 
3. I did not authorize myself nor anyone else to make these fraudulent charges. I did not say that. USAA is purposefully and deliberately lying. 
4. Again, I beg to differ that any signed contracts or agreements were made by myself or anyone else for my account. These are more lies by USAA. Please provide any evidence of these statements to me. 
5. I most certainly did not acknowledge that the information was valid and did not accept liability for the charges. Again USAA has purposefully and deliberately lied and made false statements for this and every other allegation they made. 
6. These are fraudulent charges on my USAA account which need to be removed. End of story.

7. USAA has made outlandish and contradicting statements about myself in that I have both filed a claim for fraudulent transactions on my USAA visa card and then simultaneously albeit in a different phone call or different representative apparently also claiming that the charges are not fraudulent, I stated the charges were valid, accepted liability for the charges, and authorized all of the fraudulent charges through signed contracts and agreements. 
8. Absolutely none of what you are saying is believable or true. I demand USAA stop making false statements and lying continuously about everything having to do with this claim. Please act forthright and honest about your conduct and the actions of USAA. 

Please find attached CFPB Report # XXXX including updates and attachments for your records.

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