Consumer complaint received 2017-04-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Credit card
Issue: Other

Complaint:
This concerns a complaint i filed with my credit card company ( USAA/VISA ) with regard to repairs I paid for with my USAA/Visa credit card. My USAA member number is XXXX and the Visa card I used to pay with ends in # XXXX. Last XX/XX/XXXX I took my car to XXXX XXXX XXXX XXXX to have a knock noise diagnosed. I was told I needed a new engine. I paid a total of {$1700.00} to have my XXXX XXXX fixed ( New 'used ' engine, etc ). Before the job was completed I discovered I was being overcharged by some {$260.00} by XXXX XXXX XXXX XXXX and promptly filed a complaint with USAA. That amount was deducted from the {$1700.00} and left me with a balance of {$1400.00}. This all transpired while the car was still in the repair shop. I picked the car up and noticed a knocking/ banging noise and since I had no intention of taking the car back to XXXX XXXX XXXX XXXX because of overcharging I took the car to a local dealership where I lease my XXXX from. This was done in XX/XX/2017 and I was notified that the car had serious problems and that the 'used ' engine installed by XXXX XXXX XXXX XXXX was installed with faulty engine mounts and leaking transmission lines. The Service manager told me I could have been injured or worse if the engine mount had broken completely. I directed the XXXX service dealer to FIX the problems. I again contacted USAA/VISA and filed a second complaint demanding I be reimbursed the {$1400.00} because of poor/shoddy workmanship which could have caused me and my family serious injury or worse and quite possibly involving another vehicle. USAA advised they were investigating the complaint and as requested I provided USAA with all relevant invoices and information regarding the poor workmanship and additional monies I had to pay to have the mistakes corrected to make my car safe. On or about XX/XX/2017 I contacted USAA to find out if a decision was made regarding my complaint regarding the remaining charges of {$1400.00} and I was informed by a USAA representative by the name of XXXX that USAA ruled in my favor and I was not responsible for the {$1400.00}. I ask for a confirmation email and /or letter however XXXX the USAA rep advised everything was notated and I would receive something by mail in the near future confirming what he ( XXXX ) told me. Yesterday XX/XX/2017 to my utter dismay I was making a payment via my USAA checking account and noticed the VISA credit card balance had increased by {$1400.00}, ( the amount disputed and was told it was ruled in my favor ). I was not contacted by anyone from USAA either by phone Email or text advising of this decision on behalf of USAA/VISA which is a direct contradiction to what I was told on XX/XX/2017 by USAA representative XXXX. I was lied to, misled and ignored by USAA and it 's representatives resulting in causing me XXXX. I would appreciate CFPB look into this matter please. The phone number to USAA is XXXX or XXXX XXXX. I can be contacted at XXXX 0r XXXX. 

Thank you, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, pA XXXX

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief