Consumer complaint received 2022-04-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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'm XXXX XXXX military and I use USAA as my primary bank. I made a purchase online on XX/XX/2021 for just under {$3800.00}. The company I ordered from pushed back my XXXX XXXX  about once a month until they stopped responding to me around the end of XXXX. That's when I contacted USAA to dispute the charge on my card, since I never received what I ordered as well as was unable to contact the original company to request a refund. I was instructed that I was outside of the 90 day window to file a dispute through the app or over the phone, so I needed to physically mail an explanation including all supporting documents. I never heard anything back from USAA so I called them back in XXXX. Was instructed to mail everything a second time since they never received anything. I got distracted by XXXX  and realized in XXXX that I never heard anything back from USAA again XXXX I was once again instructed to email the documents since that was the only option they had for me to start a dispute with them. After paying for priority mail with tracking they finally received my documents. A dispute was started, but it was shortly followed up with a request for the shipping dates I was expected to receive my merchandise ( I included this in the packet of documents I sent them ). I called and was instructed to send the requested documents electronically through their app. After getting confirmation that the documents were received, I began the month long wait to hear anything back from USAA. I received a document stating that because I never provided the requested information, they had no choice but to deny my dispute. I called USAA again, explained the situation, and was told to send the documents again while on the phone and the customer service lady would reopen my case. I would like to point out that it is impossible to contact anyone that makes the final decisions for disputes, I'm only given a mailing address as the contact method to reach said individuals. I received a document from USAA the same day the case was reopened, stating that the case was closed again due to a lack of information supporting my claim. After calling USAA today, and informing them that I am submitting a complain through the CFPB, I was told that the customer service representative can clearly see that I have sent the requested documents multiple times and that it must be " something in the system flagging my case '' and rejecting it. What's mindboggling to me is you can research the company I was scammed by and you can instantly find numerous other individuals that never received the products they ordered. This whole ordeal has convinced me that USAA 's policy is to frustrate it's members until they give up on their efforts to seek resolution.

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