Consumer complaint received 2017-06-15
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: Problem with customer service

Complaint:
XX/XX/XXXX  I was a victim of identity theft, credit card fraud, etc. The bank issued credits for all the fraudulent charges, reversed them, then re-issued them after some trouble. The provided letters saying all credits were final ~11 months ago. Last month, they decided to charge me back for all the fraudulent charges only on  XXXX  of my affected cards. I only know this b/c I saw the charged labeled only as " transfer adjustment '' with no other information provided and called in to inquire as to what these. I then asked for documentation for each charge, as well as a justification. To follow up on  XX/XX/XXXX  I received written notice from USAA that my email requesting an explanation and any/all relevant information be provided. To this day I have received anything. It 's taken more than a month and 20+ phone calls with over a dozen written and verbal requests for documentation. Each request I was notified it would be sent to me. Yet no one was able to actually give me any information. I finally got in touch with someone at the CEO 's office who informed me I needed to speak to  XXXX . I left over a dozen voicemails for her, and spoke with many associates, including ones in her department who informed me they were unable to reach her but they would be sending her a message to call me back asap as well as my request for documentation. These calls were on and not limited to :  XX/XX/XXXX   XXXX   XXXX   XX/XX/XXXX   XXXX   ( Executive Resolution Dept )   XX/XX/XXXX   XXXX   XX/XX/XXXX   XXXX   XX/XX/XXXX   XXXX   ( CEO ' s office )  XX/XX/XXXX   XXXX   XXXX   XX/XX/XXXX   XXXX   XX/XX/XXXX   XXXX   ( CEO 's  office ) These are just from the past few weeks and does not include the countless voicemails I left myself.  <P/> Finally I was able to speak with  XXXX  who informed me USAA did not have to follow the consumer protection laws due to regulation  Z. I  inquired as to where/what that was. To which the reply was regulation Z, it 's just regulation Z. It supersedes all federal civil protections. I asked if it was in the credit card agreement which I was looking at, to which she said yes. I asked where, she said she didnt know and didnt have it in front of her. I found no mention of a regulation Z anywhere.  <P/>  Furthermore, she admits she did not immediately call me back despite my many attempts to reach her, also stating she never received any notice of my request for documentation, justification or call back requests. This is odd as, USAA responded via email to my request saying they would forward my request to her several times in the previous 4 weeks. She then admitted seeing how originally I was credited for the fraud, then it was charged back, then overturned again and finalized, only to be charged back to me a year later. She offered no information, justification or reason. She simply said they decided to terminate all relationships with me and exercised their rights. She stated she did not know I had disputed the charge back, despite USAA sending me a letter informing me my dispute re-affirmation was complete.Which is also weird because I still have not been able to speak to anyone at USAA regarding these issues directly.   <P/>  So in all, my dispute is USAA 's failure to provide any advance notice, timely notice, any and all relevant documentation, or provide detailed justification for adverse actions taken immediately after exercising my rights under the Consumer Protection Acts. Furthermore, USAA has failed in responding or even communicating in a timely or respectable time frame or manner.

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