Consumer complaint received 2016-05-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI
Product: Credit card
Issue: Billing disputes

Complaint:
RE : Unauthorized charges on my credit card from USAA, account restricted, unable to reach a representative within a reasonable amount of time and refusal to investigate my claim. 
I am a married father of XXXX young girls, run XXXX separate business : Build custom homes, Promote large events and provide entertainment services for Weddings, XXXX 's, charity events etc ... I have a highly regarded reputation, provide my services for many of the wealthiest families in Michigan and I have a great credit history with all my lenders. However, my latest experience with USAA regarding unauthorized credit card transactions have been incredibly frustrating and time consuming. 
Around XXXX XXXX, I was unable to log into my USAA account, I made numerous attempts to contact USAA, but once my hold time exceeded XXXX minutes I would hang up, hoping to find a better time to reach them. Finally, on XXXX XXXX, at approx. XXXX I reached a representative ( male ) he verified me and provided a passcode to log in. Once logged I noticed a balance over {$8000.00} whereas my balance should have been around {$3500.00}. I informed the representative there were numerous unauthorized transactions. He transferred me to Fraud investigator XXXX XXXX XXXX, I informed her all the charges from XXXX XXXX 2016 to the present were unauthorized. I identified these charges and incredibly this fraud investigator refused to take my report. She informed me that since my card was revoked. ( NOTE : card was revoked due to fraud transactions ) She was unable to take the report and transferred me to the Debt solutions department. Debt solutions dept. was not open, therefore I had to call back the next day. 
On XXXX XXXX at approx. XXXX I contacted XXXX, this took XXXX attempts and over XXXX minutes of hold time. At XXXX the next day I called and after more hold time lasting over 30 minutes XXXX from the XXXX answered. ( This is a different XXXX with same first name as the Fraud departments investigator ) This gets better, XXXX also informed me she was unable to help and placed me on hold for over 30 minutes. Finally, I could not keep holding and hung up. 
Days later XXXX XXXX, USAA reported my account revoked and a balance of $ XXXX this lowered my credit score by XXXX pts. and will jeopardize a XXXX figure construction loan i MUST apply for in a few weeks. 
I have exhausted every reasonable attempt and my only other alternatives are complaining to government agencies and follow up wit Civil action. During my conversations with USAA I did warn them of reporting inaccurate information to the credit bureaus as my ability to finance real estate to develop would be in jeopardy. I have also emailed these concerns and mailed certified letters the XXXX disputing the balance USAA is currently reporting. It is also important to note that over the last few months I have paid over {$80000.00} towards my revolving lines of credit per advice from my loan officer in preparations to obtain a large ( XXXX figure ) construction loan

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