Consumer complaint received 2018-08-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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:
I have attempted to collect a fraudulent withdrawal from my USAA Mastercard account on XX/XX/XXXX, transaction number XXXX, in the amount of {$5000.00}, a cash advance fee of {$150.00}, plus cash advance interest in the amount of {$380.00} since XX/XX/XXXX.

During the last conversation I had with USAA regarding this matter, XXXX, a " senior '' on the Executive Resolutions Team ( ERT ) relayed to me the fraud claim was by someone who had " some '' ( unspecified ) access to the account.

USAA willfully and knowingly gave access to the above account after I called USAA on XX/XX/XXXX to secure the account from any other persons.

In preliminary findings and consultation with a lawyer inXX/XX/XXXX, it has become apparent USAA has engaged in similar practices with other USAA members.

Timeline On XX/XX/XXXX, I arrived home to XXXX, XXXX, after serving just shy of 18 months in XXXX. I was about to start out-processing the military for retirement and was on military leave.

On XX/XX/XXXX, I called USAA to ensure all accounts were solely in my name, and that nobody else was authorized on any accounts.

On XX/XX/XXXX, I charged {$3.00} at " XXXX XXXX XXXX XXXX CA, '' reference number XXXX on my USAA Mastercard.

On XX/XX/XXXX {$5000.00} was withdrawn from my USAA World Mastercard ending in XXXX from XX/XX/XXXX XXXX XXXX # XXXX XXXX   KY, reference number XXXX. I was not in XXXX  XXXX, I was in XXXX XXXX and XXXX XXXX, as evidenced by the two following transactions on the same statement as well as the XXXX XXXX credit card statement sent in to USAA XX/XX/XXXX.

On XX/XX/XXXX, I charged {$16.00} for " XXXX-XXXX XXXX XXXX XXXX, '' reference number & XXXX on my USAA Mastercard.

On XX/XX/XXXX, I called USAA to inquire about the cash advance and let them know I did not do it. The card was cancelled and reissued. I did not hear back from USAA. there are further notes below outlining my continued calls.

On XX/XX/XXXX, I spoke with USAA about the {$5000.00} that was taken off the card on XX/XX/XXXX. I called on XX/XX/XXXXto ensure no other authorized users were on the account, according to USAA. USAA stated I must write a letter to report it as fraud and may not be able to reverse the charges. USAA again cancelled the card and issued a new card now for this to go through.

On XX/XX/XXXX I spoke with USAA and they stated that they still going through the dispute resolution process. I should get a letter within 60 days of the initial claim.

On XX/XX/XXXX, I called USAA and was referred the fraud center where I talked to XXXX, ID number XXXX. I had talked to them several times earlier and he said he saw the notes on the file. Blake stated I needed to write a letter stating what happened, and send it to USAA Dispute Center, ATTN USAA Credit Card Services, XXXX XXXX XXXX, XXXX XXXX XXXX   XXXX. I was to include his name, account number, the merchant number, date of transaction, and what happened in the letter. According to XXXX, I should receive a letter within five business days with a dispute number and the {$5000.00} should be removed from my account along with the fees and interest charges.

On XX/XX/XXXX I sent the letter to USAA about the dispute for the withdrawal of {$5000.00} in late 2014. I sent the letter return receipt.

On XX/XX/XXXX I received the confirmation for the fraud letter to USAA was delivered. USAA received it on 10 XX/XX/XXXX and it was signed by D Ortiz.

OnXX/XX/XXXX I called USAA at XXXX, talked to XXXX ID # XXXX, to check on status of the letter about the {$5000.00} taken off my card in XX/XX/XXXX. The letter was sent on 8 January 2018 and received by USAA on XX/XX/XXXX. There was no update to the claim and XXXX   reached out to a fraud investigator as to why it is taking so long but they provided no information. They are in contact with the third party bank. I asked why USAA has not sent me a letter stating they are investigating. She said that was a good question, the official letter has not been sent out, the account is still being updated. She stated she sees in the notes that I have tried on many occasions to have this handled. She can assure me that it will be sent out. Apparently since it is a fraud claim it is different than a dispute. The letter may be in the mail today and my account is supposed to be updated. As of right now, it is being investigated and they will reach out if they need any additional information.

On XX/XX/XXXX, I called USAA and spoke with Antoinette in the credit card fraud department. She stated It is still in the process of being assigned to the fraud investigator. The claim was supposed to be assigned within 10 business days to an investigator and is now past the window. She also annotated the file to call me back regarding this claim in the next couple of days ; I let her know the best callback time is the late afternoon.

On XX/XX/XXXX, I called USAA and talked to XXXX ( sp? ) regarding the claim. He stated I had called in the other day and put me on hold to look into the notes. He stated that not only is it a dispute, but it is also a fraud claim. He also stated that " ... I have had business with them ... '' meaning XXXX XXXX in XXXX, XXXX, but I stated I had never had business with them. He said it would take up to 90 days to be resolved from the XX/XX/XXXX dispute date ( unknown reference date ) and since it is a dispute, no charges will be refunded until the 90 days have expired. I asked what had happened to the previous dispute that was again filed on XX/XX/XXXX for the same charge and he put me on hold again. He came back on the line and said it could take up to 60 days to get a temporary credit and the interest charges and withdrawal fees would be credited when fully proven. He stated the next investigation started on XX/XX/XXXX.

On XX/XX/XXXX, XXXX  from USAA called to go over the fraud claim and wanted some additional information. I answered all of her questions and let her know that since USAA records calls, there was plenty of evidence to look up. XXXX said she would call back the next week with more information regarding the claim. She never called back.

On XX/XX/XXXX, I called to seek an update of the claim. On the first call, the lady ( unknown name ) put me on hold and I was disconnected. I called back and spoke with XXXX  in the USAA Credit Card Fraud Department. XXXX stated the original fraud claim was made on XX/XX/XXXX; however, since the fraud systems changed about a year ago, she was unable to look at thorough notes from previous to the system change. XXXX   stated this was most likely an in-person transaction. If it was through an ATM, they would have had to had a PIN number for the card ( I did not have a PIN for the card ) ; most likely they would have had to go into the bank. XXXX  also stated I would have to file a police report to get more info from USAA, but she referred me XXXX   in the Executive Resolutions Team ( ERT ). XXXX stated that I had done everything correct in reporting the fraud with the card.

XXXX  at the ERT came on the line and was curious as to why this claim was still not handled and stated she would do everything she could to get it resolved. XXXX stated she submitted an email to the manager of the fraud team to try to get a resolution. XXXX  said she would get back to me by Wednesday the XXXX. She asked if I could prove his location was and I said yes. I was in XXXX, XXXX, seeing my dying father and had a XXXX XXXX   that I had used to book the tickets. I sent the statement showing as much to her. XXXX asked if I had any further questions and to give her a call at extension XXXX.

On XX/XX/XXXX, I sent a message into USAA using the Message Center about the great service I received from XXXX at the Credit Card Fraud Department.

On XX/XX/XXXX XX/XX/XXXX, I called USAA and talked to Jamie about the fraud case. XXXX went over the times I had called into USAA regarding this case but said the dates were incomplete : - XX/XX/XXXX : presumably to check on the status of the claim.

- XX/XX/XXXX : " protection restored '' - XX/XX/XXXX : said I hung up - XX/XX/XXXX : no notes - XX/XX/XXXX : looking for an update to the claim.

On XX/XX/XXXX I called USAA at about XX/XX/XXXX and talked to XX/XX/XXXX, a " senior '' in the Executive Resolutions Team. XXXX  stated USAA determined the claim was a " domestic dispute, '' stating another party had " some '' access to my account ( unspecified ).

In XX/XX/XXXX, I contacted a lawyer about this case and they advised me USAA had acted illegally, I was not at fault, and I should be refunded the full withdrawal and all associated fees and interest. I was advised to send a final demand letter. I sent the letter on XX/XX/XXXXreturn receipt, it was received by USAA on XX/XX/XXXX by XXXX XXXX.

As of XX/XX/XXXX, I have not been refunded any monies, received an official letter the claim was ever made, nor contacted by USAA.

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