Consumer complaint received 2021-08-02
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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: Card was charged for something you did not purchase with the card

Complaint:
USAA Bank Fraud charges denied I travelled to XXXX on the first week of XXXX. I had my bag inside a boat and noticed my card was stolen. While in XXXX I immediately reported my card stolen. This must have been XX/XX/XXXX timeframe. USAA, the credit card company canceled the card, annotated that it was fraud - the charges of {$1300.00} to XXXX XXXX XXXX and {$1400.00} to XXXX XXXX XXXX both on XX/XX/XXXX. There were multiple attempts to charge large amounts as these. 

Two weeks later, a disputes representative from USAA reached out and said the transactions were denied as fraud, he said he had no idea why it just says denied he said, and that I can claim them as disputes. I told the gentleman that it was IN FACT fraud. He filed for dispute anyways. Those were denied and I am still now left to pay for these two fraudulent transactions after my card was stolen. 

My rights have been violated 1 ) because I never received an explanation at all, not by mail or otherwise as to why it was deemed not fraud 2 ) I am constantly unable to reach the Credit Card fraud department. Now, this is a big topic because USAA doesnt have physical locations. Everything is calling or mobile. When you call you get identified by your phone number, and every time I call the system shuts down and says my account can only be serviced when operating hours are open. It says this constantly, doesnt matter the hour. Finally, I was able to find a way around this bug on my account and got constantly sent to wrong departments that handle fraud. No one could direct me to the right department for this. Finally, a representative said that the department that handles fraud doesnt speak to people on the phone so he must submit a ticket to find out why my fraud claim was denied. He repeated multiple times that there is no guarantee that I will receive a call back or response. This is against my right, and I cant find a way to appeal and it is endless games to get ahold of anyone at this bank which is shocking from a seemingly prestigious bank. 3 ) USAA must, in essence, review my claim and at least depict these charges, maybe look for an invoice or such. There is nothing in XXXX that costs this much unless you buy yacht. 


I was notified via text before one of these transactions to approve it, and I will admit I mistakenly said Y then immediately said XXXX No that is not familiar as I made a mistake replying. Because, once I saw the amount again it didnt make sense. I saw that my texts didnt go through which makes sense I was in a foriegn country, but I have a record of my attempts to text No and Fraud. Either way, this is not obligatory of myself being responsible for a fraudulent charge of a stolen credit card. 

I have tried to be thorough and present a good timeline of events. I remember everything clearly. This was fraud and my rights are not supported by USAA, they are impossible, to me, to contact. There is no ticket system, just limited hours and mixed messages from wrong departments all with different answers.

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