Consumer complaint received 2017-08-25
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
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:
On XX/XX/XXXX I was charged {$1700.00} and on XX/XX/XXXX I was charged an additional {$2900.00} from XXXX XXXX XXXX. On XX/XX/XXXX when I received my statement, I disputed the charges with the merchant. They then turned around and tried to charge me again for {$3800.00} however the transaction was denied as I put a temporary freeze on my account which then resulted in me closing the credit card account altogether. OnXX/XX/XXXX I was contacted by XXXX XXXX, the third party mediator that represented XXXX XXXX XXXX, to try to resolve the matter. Conversations, both phone and email transpired over the course of the next two months. However after XX/XX/XXXX all communications stopped from XXXX XXXX despite my many attempts to reach out. I followed up again on XX/XX/XXXX, XX/XX/XXXX, and again on XX/XX/XXXX, again all with no responses to my emails or phone calls. I also attempted to reach back out to XXXX XXXX XXXX on three separate occasions, but again, no responses were ever received. InXX/XX/XXXX I called my credit card company, USAA, and notified them of the dispute, they advised that I would need to send the dispute in writing and provided the address to do so. The representative also provided me a copy via email of the statement that I needed to include with my dispute. I was advised at that time that the dispute resolution usually takes 60-90 days. I waited until XX/XX/XXXX to follow up with USAA in regards to the dispute in which I was told it was still " in process '' and to allow additional time. I called back in XX/XX/XXXX and was then advised that the dispute had never been processed ; they apologized and said it would be expedited. I called back on XX/XX/XXXXfor status, spoke to a representative named XXXX and he informed that the dispute had been closed in my favor and that a full refund check was already in route to me and expected to be received byXX/XX/XXXX. On XX/XX/XXXX, I did n't receive the check and called USAA back. My first call with USAA on XX/XX/XXXX I was told that no claim was in the system, so I asked to speak to a manager and in process was disconnected. I called back and was then told that the claim had been processed that day and that the previous representative lied to me because they closed the claim with no payment because dispute was outside of 60 days. I advised the representative that per the terms of the agreement and the very language on the back of the statement, the 60 day window only applied to errors and or mistakes made on billing statements. This was not an error, it was a dispute and my claim met all the requirements, it was less than 100 miles from my home and in my home state and was for over {$50.00}, and was used on my credit card and not a cash advance. She said she was n't sure what to tell me at that time and again apologized for the previous representative telling me that I would be refunded. I asked for a manager and was then told one was n't available and that they were n't in the office that day. They refused their name and the alleged analyst 's name that apparently just reviewed my claim today, XX/XX/XXXX. All of these calls are recorded with USAA and should be pulled for evidence to support these claims.

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