Consumer complaint received 2020-08-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2020 my wallet was stolen and the person that stole my wallet uses my card XXXX and makes several purchases at different locations. I called and reported all the transactions on XX/XX/2020 I was told claims department will do the case and issue out refunds. I also made a police report and they gave me an event number saying I reported my wallet being stolen and the transactions that were charged from the individual. Upon looking at my account on XX/XX/2020 the refunds were there but for not two transactions both at the same location XXXX XXXX XXXX one for {$35.00} and the other for {$3.00} which I reported to the local XXXX Police and had video of the woman that stole my wallet using it at that location. I was told repeatedly each time I call in that those transactions were listed on my fraud case. I was also told by advocates when I called in I have to wait for the pending transaction to post to the account before a refund can be issue. The transaction posted to the account on XX/XX/2020 and yet I still did not get a refund. I called on XX/XX/2020 to see what was taking so long with the refund I was told by advocate it takes 3-5 business days and that a claims analyst will reach out to me. I was reached out by a claims representative on XX/XX/2020 at XXXX and he left voicemail for me to contact him back at XXXX with extension XXXX. I was at work returned the call and the extension does not work ; It says voicemail is not set up for this person and hangs up. So I called back when I'm off from work waited 40 minutes to speak to an advocate and once again they stated that I would have to put in another request for the claims department to reach out to me and it will take 3-5 business days. So once again I waited I called on XX/XX/2020 because no transactions were refunded to me. I called and spoke to XXXX and a Supervisor advising me that those transaction were not on the case they need to add them and submit them to the claims department so I can be issued out a refund and it will take 3-5 business days. I spoke to the supervisor because I'm upset about all the misinformation that has been provided to me since the day I started the case and yet she still advised it will take 3-5 business days. I spoke to someone in the Claims department from when she transferred me and he stated he will escalate the issue because I stated I have to pay my rent and with that money not being returned to me I could be evicted he said he will escalated the issue. On XX/XX/2020 I get a call again from the Claims Department @ XXXX and missed the call because i work from XXXX to XXXX Monday- Friday with the same voicemail and to call back with the same extension that does not work XXXX. I called one time in the morning on XX/XX/2020 XXXX about the charges and again later when I got off at XXXX spoke to an advocate she even try to call the extension and said that it does not work. She said unfortunately she has to put another request for someone in the claims/fraud department to reach back out to me and to try the number early in the morning. I did try it on XX/XX/2020 and still it does not work. I called today at XXXX because the charges still have not been refunded back to me which is ridiculous because the case has been initiated since XX/XX/2020 and by the mistakes of their advocates by providing me the incorrect information I still have to wait. I spoke to a XXXX this morning and obviously its a trend because he quoted me 1-2 business days from the date they were added to the case and that on was XX/XX/2020. So I ask to speak to the supervisor the supervisor as well is not helpful because he stated its XXXX business days does not even have record of the claims rep that I spoke to and stated it has to be from another department. i then ask can I speak to his supervisor and he then refused because he stated that his supervisor can not help me which is unprofessional because how would you know your bosses capabilities. So today I took my billing statement to the local XXXX Police department to start a case to press charges for that individual and hopes that the police can work with my bank to get the money that I'm owed back. I have been getting the runaround, misinformation, and a headache dealing with USAA and is beyond fed up with their business practices and they lack of knowledge that everyone has within their call centers.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation