Consumer complaint received 2020-01-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
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:
Two charges that I did not authorize or initiate were made to my account number xxxxxxxx, from " XXXX XXXX XXXX / XXXX XXXX. The first charge was on XX/XX/XXXX in the amount of {$580.00} and the second was on XX/XX/XXXX in the amount of {$300.00} ( Attachment # 1 ). 

These appear to be new cellular device / new cellular service charges from XXXX 's XXXX XXXX. I have never purchased a phone from XXXX XXXX, nor have I ever had phone service with them. I filed a fraud complaint with USAA when noticed these unfamiliar charges. I filed the complaint successfully and spoke with several USAA representatives, the last of whom told me that the vendor had acknowledged that the charges were not legitimate, and the total of the two amounts, {$880.00}, was refunded to my account in XX/XX/XXXX. 

The representative told me that USAA would send me documents for signature to finalize the fraud investigation and refund. I was happy to assist. However, I was about to leave on an extended trip where I would have limited access to email and no mail service, and I told the representative I wouldn't be able to sign the documents until I returned at the end of year holidays. They told me I would also receive a copy that could be signed electronically. 

However, I did not receive any emails or written communication about the matter while I was away from home. Then, on XX/XX/XXXX, the entire amount of {$880.00} was charged to my account again ( " Adjustment to Account : Reference no. XXXX '', Attachment # 3 ). 

When I returned home, I found a hard copy of the USAA paperwork waiting for me with a signature request. However, it specified a deadline of 15 days, which the representative did not mention, and while there was an option to sign online, I never received that information. The representative with whom I spoke did not mention or did not know that this would be a problem. 

I made several calls to USAA to try to resolve the matter, but each time I called, representatives told me different things, and each time I had to start explaining again and again. Additionally, when the fraudulent charges were reapplied to my account, my total balance was now over my credit limit, so I started receiving daily calls from USAA. However, these representatives are debt collectors, and will only pressure me to make additional payments for the account. No matter how many times I have tried in good faith to work with the company, the argument keeps going in circles. 

I can't even get clarity now as to whether they are reopening this investigation or if they will resend the affidavit, etc., or indeed, if any of the information I have repeatedly and patiently provided has been recorded. 

Someone illegally purchased a cellular phone that is demonstrably not in my name, and it has cost me money that I do not have and is now costing me anxiety and lots of time, and I am still unable to solve it. I have always kept my account under the credit limit and paid my monthly bills carefully on time and the lack of help from USAA in this situation seems like an undue hardship for an error that was not mine.

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