Consumer complaint received 2018-10-02
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:
Dear CFPB, I called USAA to report the credit card they issued to me as lost or stolen on XX/XX/XXXX. I remember using this credit card on XX/XX/XXXX in XXXX. It was subsequently either stolen or lost. When I noticed my USAA credit card was missing on XX/XX/XXXX, I logged into my account online and noticed thousands of dollars of unauthorized purchases. I immediately reported the card as missing and reported a number of charges listed online as fraud. I was advised by the USAA representative to keep a close eye on my account. Accordingly, I did monitor the account. I called back at least once to report additional charges as fraudulent. These charges had all been made in the XX/XX/XXXX-XX/XX/XXXX period. However, some of these charges only posted to my account later a few days later. Ultimately, I am disputing 18 charges to my joint credit card account with my husband totalling {$3700.00}. 

Initially, in XXXX, pending a fraud investigation, we were issued credit for these purchases. These charges re-appeared on our credit card account on XX/XX/XXXX after a fraud investigation was completed. However, I received no letter informing me of the conclusion of this investigation to either my USAA inbox, to my email account or to my regular mailing address ( to my knowledge, though it is possible that it was lost ). Despite speaking to USAA on XX/XX/XXXX ( approximately half an hour ), XX/XX/XXXX ( 36 minutes ), XX/XX/XXXX ( 17 minutes ), XX/XX/XXXX ( 32 minutes ), XX/XX/XXXX ( 37 minutes ), XX/XX/XXXX ( 35 minutes ) and today on XX/XX/XXXX ( 20 minutes and 26 minutes ) about these charges specifically, no USAA representative has been able to resolve this dispute, or even tell me what steps I should take to help resolve this dispute. In the meantime, we continue to carry nearly {$4000.00} of debt on our credit card that was the result of a XXXX claim that we continue to dispute until the present day. 

I should acknowledge that I have received one phone call back from an XXXX in the USAA credit card fraud department on XX/XX/2018. This individual left a phone message ( I have it saved ) instructing me to return her call at a general number ( XXXX ). Despite two attempts ( one today and one on XX/XX/XXXX ), I could not reach her or anyone authorised to discuss my case when trying this number. Today, on XX/XX/XXXX, I called the senior dispute resolution team one last time to see whether they could do anything before submitting this complaint. 

Over four months have elapsed since I reported these investigations to USAA and I am extremely frustrated that they have not been able to resolve this, much less provide me with any indication of what is being done to resolve my complaint. 

Sincerely, XXXX XXXX

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