Consumer complaint received 2016-05-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
I take no pleasure in having to file a second complaint ( for an issue I thought USAA was handling, albeit very slowly, but has not been willing to resolve in over 3 months ). 
I have been a USAA customer for over XXXX years with an excellent payment history on credit and no insurance claims history. I have an XXXX credit score. Prior to this my Dad, a retired XXXX XXXX XXXX had been USAA 's loyal customer for XXXX years with nothing but wonderful things to say about his insurance company as well as banking, investment and credit card accounts. At this point I can not say the same. Customer service had always been one of USAA 's strong points - it certainly did not offer the lowest insurance rates, but customer service was excellent for many, many years. It is not now On XXXX/XXXX/16 while I was on vacation in XXXX XXXX USAA alerted me via e-mail that there was fraudulent activity on my XXXX. I responded via e-mail the same day that it was indeed true - the only legitimate charge I made on XXXX/XXXX/16 was to XXXX XXXX XXXX, a restaurant in XXXX XXXX, for lunch in the amount of {$18.00}. I asked that my account be closed immediately. It was not done until I " accepted '' a new credit card on XXXX/XXXX/16. I had no way to verify if a card would arrive at my home address and did not want a new credit card sitting in the mail until I returned home. I destroyed the card that had been compromised. I kept that credit card in my possession and eyesight at all times except when it was locked in our hotel safe. 
After many written requests to USAA ( at least XXXX ) for a complete transaction list of ALL transactions posted to the account on XXXX/XXXX/16, I finally received a list from USAA which documented over XXXX transactions posting to the account within 5 minutes. Approximately half of these transactions USAA declined on XXXX/XXXX/16. But, for whatever reason, USAA chose to pay some that were still posting on its website as " pending, '' leaving me with the time consuming task of trying defend myself against USAA 's boilerplate, insincere " we value your business, '' and horrible customer service. It took me 6 letters just to get USAA 's fraud and recovery department to list the proper vendors and $ amounts on an affidavit. An additional affidavit was sent referring to " fraudulent merchants. '' I fully realized then that if this is the " analyst '' who is investigating the unauthorized/fraudulent activity I had another problem. My previous complaint with CFPB was a result of : ( 1 ) USAA not placing a PIN on the card as I had requested prior to leaving for XXXX XXXX ; ( 2 ) Wanting to know what personal information was stored on the card and not getting an answer ; and ( 3 ) Not posting credits to the account in a timely manner after USAA was notified on XXXX/XXXX/16 that any charge other than XXXX XXXX XXXX for {$18.00} were unauthorized and fraudulent. 
USAA chose to classify XXXX XXXX charges as disputes - as in its customer had her hair cut, got home, looked in the mirror, did n't like the results and now wants her money back. There were a total of XXXX charges from this XXXX merchant in XXXX ( I believe XXXX is a payment processor like XXXX is here ). I notified USAA beginning on XXXX/XXXX/16 that all XXXX transactions poste from this vendor was unauthorized/fraudulent charges. I signed affidavits to that effect twice. 
I now have correspondence from USAA on XXXX/XXXX/16 that XXXX of the charges for XXXX {$30.00} have been made permanent. However, an e-mail was sent on XXXX/XXXX/16 from USAA 's Fraud Analysis & Recovery that XXXX has provided documentation to support its position that I authorized XXXX of the XXXX {$120.00} charges. NO SUCH DOCUMENTATION WAS EITHER ATTACHED WITH THE E-MAIL NOR WAS IT POSTED ON USAA 'S WEBSITE. I have notified USAA on the link it provided with its XXXX/XXXX/16 e-mail and on its website

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