Consumer complaint received 2018-12-22
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: Card was charged for something you did not purchase with the card

Complaint:
On XX/XX/XXXX I reported unauthorized card activity. USAA Thanked me for reporting the unauthorized activity, changed my credit card number with a new number and mailed me a new card. 
The fraud reported as itemized by USAA was Convenience Check # XXXX for {$2300.00} and a cash advance fee of {$71.00}. These charges were removed from my credit card by USAA as fraud and my new card was received. A few months later in XXXX and XXXX of XXXX, USAA simply re-applied all fraud charges on my new card, I immediately called USAA to dispute all of these charges as they were already previously removed as fraud, I called and spoke to many representatives for an entire year, with no results. 
XXXX- Reported unauthorized /fraudulent activity on account XXXX- reported the fraud charges, cards in my possession customer service advised to cut up replacement cards would be sent out. 
XXXX USAA prepared incomplete Affidavit of fraud and forgery, returned it to USAA with statement, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' XX/XX/XXXX Contacted USAA Customer service submitted manual dispute fraud charges NO RESPONSE XX/XX/XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- called USAA Customer service re-submitted manual dispute again NO RESPONSE XX/XX/XXXX USAA Customer service re submitted manual dispute again NO RESPONSE XX/XX/XXXX submit mail dispute with payment stub disputing entire bill XXXX NO RESPONSE XX/XX/XXXX called USAA Fraud line reported incident again , told to wait 30/45 days XXXX XXXX NO RESPONSE XX/XX/XXXX USAA Temporary block placed on both cards by fraud department per my request. NO RESPONSE XX/XX/XXXX Transferred to the Fraud Department, per fraud department it is under review as of XX/XX/XXXX and takes 30/45 days to be resolved. NO RESPONSE XX/XX/XXXX USAA Transferred to identity theft team for further review after review transferred to fraud told to wit 30-45 days. NO RESPONSE XX/XX/XXXX USAA Customer service submitted 20 manual transactions disputed which typically takes 5 days to resolve. Other possibilities are ACCOUNT TAKEOVER or IDENTITY THEFT TEAM. NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute entire Bill ) XXXX NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$12000.00} NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$11000.00} NO RESPONSE XXXX Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XXXX Received USAA statement no change no response, resubmitted past letter to both address on statement. Faxed transaction dispute form XXXX reference code XXXX NO RESPONSE XXXX- Received collection call from USAA XXXX advised all charges fraud NO RESPONSE XXXX- Received collection call from USAA XXXX XXXX all charges fraud NO RESPONSE XXXX Received collection call from USAA XXXX advised all charges fraud NO RESPONSE 1XX/XX/XXXX- Received collection call from XXXX advised all charges fraud transferred to fraud department XXXX spoke with XXXX reviewing my file put on hold than suddenly transferred to a new representative. Reviewed entire account with new representative, representative pulled up all transaction to re-enter as disputed transactions for XXXX to review. And advised they should review in 3-5 days and contact me if they need any further information. USAA Representative ( XXXX ) Submitted CASES # Case # XXXX Case # XXXX Case # XXXX NO RESPONSE XXXX received statement with adjusted balance reversing some fraud charges, but a balance remained, I called USAA XXXX XXXX to question the remaining balance. NO RESPONSE XXXX submitted claim CFBP and to FDIC XX/XX/XXXX @ XXXX received phone call from USAA whom stated in response to CFBP complaint, we have made a final decision to charge me with the remaining fraud on my account. I asked for proof as I know it was not me, I asked for the amount of the exact fraud, she identified it as Ch # XXXX for {$2300.00}, I asked for a copy of the front and back of said check to review signature. NO RESPONSE XX/XX/XXXX I again reporter fraud to CFBP for Review as USAA the company is unwilling to review the blatant fraudulent activity they have caused and is attempting to hold me responsible for their banking errors and the reaming fraudulent activity. I asked for mailed hard copy of said check. NO RESPONSE. 
XX/XX/XXXX Filed affidavit of fraud and forgery with XXXX XXXX police department regarding a convenience check # XXXX for {$2300.00}. 
XX/XX/XXXX - Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XX/XX/XXXX Filed complaint with CFPB to get this resolved. 

Then I filled with CFPB and finally got a minimal response on XXXX by XXXX XXXX who attempted to review my account and help me get this resolved, unfortunately, the affidavit USAA prepared for me to sign and submit to the police on XXXX was incomplete, leaving this outstanding FRAUD to re- appear on my account after it was already once removed by USAA on XX/XX/XXXX In Summary On XX/XX/XXXX I provided USAA with a police report that supported the claim that I did not authorize any charges on said card. The affidavit of Fraud and forgery submitted on XX/XX/XXXX clearly states, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' USAA provided an itemized list of charges for the affidavit, but after review and a year of attempts to get this fraudulent activity resolved, it was found that they did not prepare a complete list of the fraud on this account, and therefore, I continue to dispute the remaining fraudulent balance on this account. The remaining Fraud per USAA has been identified as a convenience check, Check # XXXX written for {$2300.00} and is equal to the last statement received with finance charges, interest and late fees of {$2900.00} due on XX/XX/XXXX, which should be immediately removed from my account balance, as these charges are all FRAUDULENT!! In lieu of the incomplete affidavit drafted by USAA, I have filed an additional AFFIDAVIT OF FRAUD AND FORGERY, specific to the remaining amount in an effort to get this fraudulent activity resolved. 
The company USAA has failed to review my account activity in its entirety, I have attempted to get all fraud removed for the past year, USAA misrepresented the amount of fraud activity on my account and are attempting to hold me responsible for their bank error. I have since added the remaining fraud to my police report om XXXX along with a Notarized Affidavit of Fraud and forgery.

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