Consumer complaint received 2020-01-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
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:
On XX/XX/XXXX, I tried to purchase 2 tickets to XXXX XXXX XXXX XXXX XXXX   XXXX XXXX through the XXXX site. After waiting 20 minutes with no ticket, I closed the site and tried again. The site again hung up and after waiting 20 minutes, I called XXXX at the phone number listed on the site. The XXXX representative told me they were having problems with their website and that I should close out and try again. I closed out the website and instead ordered tickets from XXXX XXXX, which I used the next day. 

My XXXX credit card statement showed 2 separate charges of {$220.00} each ( {$440.00} total ). I went online to the USAA site and disputed each transaction with a description similar to what I have stated above. Shortly thereafter, I received a request for additional information which asked me to attach the receipt or confirmation number from the XXXX transaction. I went back into the USAA site and responded by noting that I repeating the story and clarifying that I did not have a confirmation number, receipt, or in fact any email confirmation from XXXX that I had purchased the tickets, therefore there was nothing I could provide. 

I again received an email request from USAA to provide a receipt from XXXX and I again submitted the explanation above in the USAA online site as instructed. 

On XX/XX/XXXX, I noticed that the transaction had been put through on my credit card, so I called customer service and spoke to XXXX. I went through the story with her and she said she would submit my complaint and have customer service give me a call. 

On XX/XX/XXXX, I spoke with XXXX and went through the story again. I told XXXX that since XX/XX/XXXX, there had not been any calls or voice mails left on my phone. He said their team had called me on XX/XX/XXXX ; XXXX and XX/XX/XXXX. I had my phone turned on and was not busy on those days, but never received a call. I offered to show him my phone records, which demonstrate I've never received a call from USAA. I reconfirmed the number they should call. XXXX indicated I was unable to speak with anyone in the office directly to resolve the dispute. 

On XX/XX/XXXX, I spoke with XXXX and reviewed the story again. He referred me to XXXX, a Senior Banking Representative with the Executive Resolutions Team. XXXX informed me that there was no record in the system of any of my dispute. She indicated that a manager would call me on Monday, XX/XX/XXXX, even though it was a federal holiday. She also stated that the Analyst would review my dispute within 48 hours. 

On Monday, XX/XX/XXXX at XXXX, I spoke initially with XXXX  who put me in touch with XXXX XXXX a Senior Specialist on the Resolution Team. XXXX indicated that neither she, nor her manager, nor anyone in the chain of command in the call center was able to resolve my dispute. ( Note : This makes me wonder what the point of this call center is, if they can't actually solve customer complaints ). She put in yet another request for the dispute analyst to call me back, but was unable to provide me with the name or phone number of anyone who could help me. I notified her that I would be filing a claim with CFPB. 

I would also like to note that today, I did receive a call around XXXX this morning, which I answered and said hello several times with no response. After waiting a full minute with no response I hung up the phone. This happens often to myself, as well as many others, in this age with robo-calls. 

I would greatly appreciate your assistance in resolving this dispute. I would also appreciate it if you could look into the USAA practices. I have been a member of USAA for 29 years and this is the most horrible customer service I have experienced anywhere. USAA has historically been a company that treated their members well. This is a disgrace. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with monetary relief