Consumer complaint received 2022-02-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
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:
On XX/XX/XXXX we charged a {$20000.00} upcoming cruise payment to our USAA account. The cruise was to embark from XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX XXXXXXXX XXXX  notified us that due to covid our cruise and trip was being cancelled and we were entitled to a full refund or a future cruise credit. We chose a refund and notified XXXX. I was concerned as we had closed our USAA account that the original charge was made to in XX/XX/XXXX and asked XXXX if we could provide a new credit card number or bank account to refund and they said their refund process would automatically refund to the original account and only if the funds were rejected could they then pursue an alternate way to repay us. We had also charged our airfare and partial cruise payment for this same trip to an XXXX XXXX we had that was also closed. I contacted XXXX XXXX first and was assured that even though the account was closed they would accept any refund payment sent and credit our closed account. They would then notify us by statement we had a credit and we could call to have XXXX XXXX send us a check. I then called USAA customer service. I first spoke to a front line Customer Service Representative who transferred me to a specialist as they wanted to be sure I was given correct information since it was not a common question. I explained a substantial refund would be coming from the cruise line to our closed account and I was given the exact same assurance I had received from XXXX XXXX. That refunds are often received after an account is closed and it would be credited to our closed account and we would be notified and be able to then request a check from USAA for the credit balance. 

In XX/XX/XXXX we received a statement from XXXX XXXX that a refund for {$9800.00} had been credited to our closed account. We called and received a check from XXXX XXXX for the full amount. This refund represented a refund of our airfare and port taxes. XXXX assured us the remaining credit balance of {$8400.00} also charged to XXXX XXXX and the {$20000.00} charged XX/XX/XXXX to USAA would also be refunded at a future date. In XXXX of XXXX we received a statement again from our closed XXXX XXXX account with a credit of the {$8400.00} and we called and received a check from XXXX XXXX for the {$8400.00}. We heard nothing from USAA so I called asking if any refund to our closed account had been received and was told no, they had not received any refund for our account. I reached out to XXXX who took some time to respond and on XX/XX/XXXX notified us USAA had rejected the refunded payment of {$20000.00} as invalid account number despite the fact it was the original account number the charge was made to. XXXX then promised to send us a check. They never have sent a check and are now insolvent declaring bankruptcy. 
If USAA had done as promised and credited the closed account last XXXX there would be no issue. I reached out to the CEO 's Office 2 weeks ago. I was told they have no such ability to credit a closed account and that even if they found the phone call that included the promised process XXXX XXXX followed they would just coach the Representative to not make such a statement. We never got our trip and never will and the charge was made for services never rendered on our USAA Mastercard. We were assured the refund would be credited to us. If you are not provided valid information when you contact your credit card bank what are you supposed to do? Clearly other issuers have figured out how to properly process refunds received after an account has closed and USAA has not. Telling me that nothing could be done is not an answer that should be acceptable given the facts in this case.

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