Consumer complaint received 2020-02-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
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: Card was charged for something you did not purchase with the card

Complaint:
Four fraudulent charges were made under credit card number XXXX ( last four digits ) from XX/XX/XXXX to XX/XX/XXXX, totaling {$370.00} as shown on hardcopy closing statement date of XX/XX/XXXX. I disputed the those four ( Plus an additional 20 fraudulent transactions as shown on online open account ) via USAA.com on XX/XX/XXXX and called USAA on XX/XX/XXXX where USAA assured me that they will look into or take care of the fraudulent charges and postal mail a new credit card. A total of 27 fraudulent charges appeared on hardcopy closing statement date of XX/XX/XXXX where the charges were used under credit card number XXXX for a total of {$1800.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). The hardcopy closing statement date of XX/XX/XXXX is under the new credit card number XXXX. I disputed the fraudulent charges made under card XXXX via USAA.com on XX/XX/XXXX. Thus far, the total 31 fraudulent charges are {$2200.00} for transaction dates from XX/XX/XXXX to XX/XX/XXXX ( the transaction dates are under card XXXX ). On XX/XX/XXXX, I paid for only the valid charges ( this means legitimate transactions that I made ) that were on my previous statements. On XX/XX/XXXX, I calculated {$1400.00} of the fraudulent charges were credited ( taken off of billing ) by USAA therefore my calculations of {$780.00} of the fraudulent charges remained on the account. On every statement since then, USAA kept the fraudulent charges on the account and charged ( added ) interest rates. I paid for all valid charges on each statement. On XX/XX/XXXX, at USAAs request for fraud security, I called them and found out that someone fraudulently charged my credit card number XXXX in the amount of {$140.00}. The amount was not added to my billing so it is not an issue. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not keep all of the records of phone calls or live chats that I made with USAA in XXXX since in my 27 years with them, I believed that they would resolve amicably the fraudulent charges that I reported near the beginning of the year. On XX/XX/XXXX, I was given cash reward redemption of {$220.00} ( online ) which USAA did not compute fully on hardcopy closing statement date of XX/XX/XXXX and which I believe should not pay for fraud and interest. On XX/XX/XXXX, I postal mailed a certified letter/package ( attachment Letter to USAA XXXX.pdf ) to USAA Credit Card Services , XXXX. XXXX XXXX, XXXX XXXX, TX. I stopped using the credit card number XXXX on XX/XX/XXXX. I paid for the last valid charges of {$1200.00} on XX/XX/XXXX ( Note : I paid every valid charges for each monthly statement since the first fraudulent charges appeared in XXXX ). Due to an XX/XX/XXXX phone call I made with USAA, an USAAs representative mistakenly reported many transactions from closing statement date of XX/XX/XXXX as fraud. Therefore in the interim between closing statement dates of XX/XX/XXXX and XX/XX/XXXX, {$970.00} were re-billed to my credit card number XXXX ( Keep in mind that this part of {$970.00} was already paid out of my branch bankings { Not USAA } account as part of the {$1200.00} that I paid on XX/XX/XXXX for the XX/XX/XXXX closing statement date ). On XX/XX/XXXX phone call, I expressed my concerns to an USAAs representative. The representative, after reviewing the fraudulent charges from XX/XX/XXXX, then understood that {$970.00} should never be re-billed, and said that USAA actually owes me {$190.00}. Within a few days, I saw online that I owe USAA {$300.00} ( open account ), so I did a live chat with USAA on XX/XX/XXXX which turned out to be fruitless. Credit card number XXXX was closed and I received new credit card with number XXXX ( last four digits ). I did not activate card XXXX. The closing statement date of XX/XX/XXXX showed a new balance of {$230.00} that they claim I owe ( this is fraudulent charges from XX/XX/XXXX ). I did a live chat with USAA on XX/XX/XXXX where I learned something new : USAA credited {$1500.00}. Therefore {$1500.00} - {$970.00} = {$550.00} in actual credits were given by USAA. My previous balance was {$790.00} - {$550.00} = {$230.00}. {$1.00} interest was charged that month ( I havent accounted for interest up to this point since none of the previous interest calculations made sense ). It ended with a new balance of {$230.00} for the closing statement of XX/XX/XXXX. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due ( i.e. late charge ) of {$15.00}. On XX/XX/XXXX, I noticed a {$0.00} pending charge for Visa Provisioning Service even though I never activated card XXXX. I called USAA on same day to express my concerns with the remaining fraudulent charges from XX/XX/XXXX which turned out to be fruitless. For the closing statement of XX/XX/XXXX, USAA issued a minimum payment due of {$34.00}. On XX/XX/XXXX, I did a live chat with USAA and informed their representative that I uploaded onto my account, under banking, on USAA.com a PDF titled TOTAL for USAA XXXX ( This explained everything monetarily under my credit card account on USAA from XX/XX/XXXX to XX/XX/XXXX ). The representative stated that it can take 24-48 hours before an uploaded document can be accessed in their system. The representative also stated that due to the current status on my account, that I should contact their Member Debt Solutions. On XX/XX/XXXX, I called USAA to inquire about the XXXX uploaded document and the representative informed me that this call is as follows This communication is an attempt to collect a debt and any information obtained will be used for that purpose. After I was transferred to another representative, I was informed that USAA never received the XXXX document. So I re-uploaded the XXXX document and the representative received it then informed me of the following : So what I will do is Im going to send an email to my fraud analysts and inform them of the new documentation and have them review this and inform them that the information that you provided regarding an amount that is still owed to youOnce that request is submitted it will take up to 48 hours before a response is given back to me or any adjustments made to the account. Also, the representative said that the {$15.00} minimum payment due ( i.e. late charge ) will be refunded and reflected on next statement. I paid for the minimum payment due ( i.e. late charge ) of {$34.00} on XX/XX/XXXX ( for the XX/XX/XXXX closing statement ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$0.00} minimum payment due XXXX {$15.00} minimum payment was refunded ). For the closing statement date of XX/XX/XXXX, the new balance is {$200.00} with {$15.00} minimum payment due. I have not received a single email ( Ive been a member of USAA for 29 years and my email address on their file is the same as it was 20-some years ago ; as a matter of fact, USAA sent me an un-related pre-selection for new credit card advert today to the same email address ). I have not received any response from USAA to my online account under Documents on this subject matter. I have not received a hardcopy letter via postal mail on any of this subject matter on fraudulent charges. I have attached TOTAL for USAA XX/XX/XXXX.pdf ( same as the document I uploaded twice to USAA back in XX/XX/XXXX but updated ) which explains everything monetarily under my credit card account from XX/XX/XXXX to present day. In dealing with this, I have lost two vacation days and on the phone or live chat with USAA, I spent easily over 15 hours of my time when Im not at work. Since USAA will not be willing to resolve this, I submit all this information and attachments to CFPB.

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