Consumer complaint received 2021-03-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX a purchase on ( XXXX XXXX for XXXX XXXX retail price was XXXX, but seller discounted XXXX for the XXXX XXXX sale ) for a XXXX XXXX was authorized. ( Payment was submitted to seller via XXXX  ). According to the seller 's website, the item was back ordered and no estimate date of delivery was provided. Was advised that the delivery date would be provided when the item became available. 
I suspected fraud/scam and emailed the merchant at XXXX, which was the email provided on the seller 's website, to cancel the order. The seller responded and asked for the order number and I never responded again. 
So, I immediately filed a dispute with USAA, and provided all necessary information. Over 45 days had passed, so I contacted USAA for an update. I was told that a letter was mailed to my physical address requesting additional information to investigate the dispute. Information such as the description of the merchandise, expected date of delivery and any correspondence with the merchant. That letter was never mailed to my home. I requested that the representative send it on my e-documents, which he did. I provided all requested information for the dispute to this representative. ( I don't remember his name ) I had issues with the website and uploading the documents so I contacted USAA again. 
While on the phone with USAA, the representative, XXXX entered all information and I uploaded the correspondence I had with the merchant. He assured me that was all that was needed. 
I didn't receive any updates from USAA so I called again and I spoke with XXXX on XX/XX/XXXX. She first advised me that all requested information was entered into the system by the previous representative, XXXX, then said I didn't provide adequate information for the investigation to be completed. I was told by XXXX that she would request a follow up and would forward my info to the disputes department. Conveniently 24 hrs later I received a message stating that USAA that the transaction was legit and the dispute is closed. I called again and this time spoke with XXXX on XX/XX/XXXX. He told me the dispute was closed because I didn't provide adequate information, not because not USAA actually investigated and found the transaction to be legit. I have spoken to numerous reps on numerous occasions and nothing has been done to properly investigate. 

BOTTOM LINE. I AUTHORIZED A PURCHASE. POST AUTHORIZATION I SUSPECTED FRAUD/SCAM AND REQUESTED CANCELLATION OF THE ORDER. I HAVE NEVER RECEIVED THE MERCHANDISE OR A REFUND. THE MERCHANT NO LONGER EXISTS, NOR DOES THE WEBSITE OR ANY OF THE CONTACT INFORMATION RELATING TO SAID MERCHANT. I DISPUTED THE CHARGE WITH MY BANK DUE TO SUSPECTED FRAUD, AND USAA FAILED TO FOLLOW THE PROPER PROCEDURES TO RECTIFY THIS ISSUE. I HAVE CONSISTENTLY PROVIDED ALL INFORMATION REQUESTED BY USAA. I HAVE MADE NUMEROUS ATTEMPTS TO RESOLVE THIS ISSUE, TO NO AVAIL.

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