Consumer complaint received 2017-07-07
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:
Previously I have filed complaints against USAA with the CFPB, however I have tried to include multiple violations of consumer laws per complaint. In reply USAA has failed to fully discuss each complaint and glossed over others. So I find it necessary to open a complaint for each individual violation. In XXXX 2016 I was the victim of identity theft and credit card fraud. The fraudulent charges and billing errors were immediately reported to USAA. According to eRegulations 12 CFR Part 1026 ( Regulation Z ) Paragraph 13 ( c ) ( 2 ) The creditor shall comply with the appropriate resolution procedures of paragraphs ( e ) and ( f ) of this section, as applicable, within 2 complete billing cycles ( but in no event later than 90 days ) after receiving a billing error notice. <P/>FINALITY OF ERROR RESOLUTION PROCEDURE. A creditor must comply with the error resolution procedures and complete its investigation to determine whether an error occurred within two complete billing cycles as set forth in 1026.13 ( c ) ( 2 ). Thus, for example, 1026.13 ( c ) ( 2 ) prohibits a creditor from reversing amounts previously credited for an alleged billing error even if the creditor obtains evidence after the error resolution time period has passed indicating that the billing error did not occur as asserted by the consumer. Similarly, if a creditor fails to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted, or otherwise fails to comply with the error resolution procedures set forth in 1026.13 ( f ), the creditor generally must credit the disputed amount and related finance or other charges, as applicable, to the consumer 's account. <P/>USAA repeatedly has refused to answer for the violation of this time frame as they decided to randomly reverse the billing error a year after correcting the error. As they are way outside the allowed time frame this should be illegal. Furthermore, USAA failed to mail or deliver a written explanation setting forth the reason why the billing error did not occur as asserted. I have made multiple requests for all documentation, a detailed written explanation and filed a complaint with the CFPB regarding this refusal to provide documentation. I have not even received a statement displaying, outlining or explaining the charge backs. The sum of charge backs is also MUCH higher than reported by USAA in response to CFPB complaints. this they have failed to comply with the error resolution procedures set forth in 1026.13 ( f ) USAA has refused to answer for this violation, repeatedly glossing over the timeline allowed by law, stating falsely that I reported multiple fraud claims, which were actually all re-entered by USAA agents in attempts to fix the previous agents errors. Additionally, USAA states their investigation results a year later. None of this actually has any bearing on the procedures, timelines and resulting violation of the laws listed above.

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