Consumer complaint received 2017-08-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
In XXXX XXXX USAA restricted my online account access after I noticed a bunch of " transfer adjustments '' on my credit cards. These adjustments with no data or information at all I was told were a reversal of a billing dispute which had been finalized 12 months prior. 1. ) This reversal of the billing dispute was illegal as it was performed more than 90 days after USAA was notified of the error. Which is the maximum timeline provided by law to finalize such disputes. These results according to the Fair Credit Billing laws are Final.
2. ) In XXXX I requested all documentation related to this decision be sent to me. We are now in XXXX and the only documentation I have received has been copies of my credit card statements. No where is the many documents and notices USAA has sent me does is any documentation regarding the investigation of the billing dispute from last year or documentation as to the how / why the decision was made by USAA. 3. ) In XXXX I requested Documentation explaining why USAA restricted my online access to all accounts, as well as to the reason they took adverse action in cancelling all my USAA accounts without notice or reason. They only notified me the accounts were closed weeks after they had already been closed. Yet I have still not received a single reason or document explaining these actions. 4 ) I also requested documentation as to the negative and false information being reported the CRA 's. Such as the following : * Auto Loans which were paid in full and closed in XXXX still being reported as opened. * Credit Cards, which were in dispute being reported as dispute closed. XXXX Credit Card balances being reported as at or near their credit limits when this was not the case XXXX Credit Card Balances being reported MUCH higher than they actually were.
5. ) As required by law I have not received any of these documents despite my repeated verbal and written requests for such documents. The timeline allowed by law for USAA to supply such documents has also expired.
6. ) Despite repeatedly asking all documents and statements for all my accounts be physically mailed to me since USAA restricted my online access. As of XXXX/XXXX/XXXX I was notified by XXXX in collections that all documents for all accounts were still set to be delivered electronically and not physically mailed, despite having many USAA agents tell me otherwise. 7. ) I was talking with someone from the CEO 's office until a month ago when he stopped returning phone calls or contacting me as promised. I ask USAA to respond in FULL DETAIL to EACH of the numbered complaints and violations of consumer protections laws. I also ask they correct these errors immediately as their actions have cost me greatly! Due to their freezing my online access and closing all my accounts, holding the funds in my checking and investment accounts for over a month I faced many hardships. Additionally their negative reporting to the CRA 's prevented me from opening other lines of credit or moving my auto loan to another bank who would actually send me statements.

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