Consumer complaint received 2017-01-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: Billing disputes

Complaint:
On XX/XX/2016 I received a letter from USAA dated XX/XX/XXXX converting the temporary dispute credit on XX/XX/2016 to a permanent credit in the amount of {$430.00} to my USAA Mastercard for the charge on XX/XX/2016 by XXXX for a preorder item that was never received and the order cancelled. This sounds like good news but on XX/XX/2016, 1 day prior to the temporary dispute credit of XX/XX/XXXX, USAA converted my Mastercard to a USAA XXXX card. The balance transfer of {$960.00} to the new card included the XXXX charge of {$430.00} in effect billing me twice, once on the Mastercard and once on the Visa. I have made multiple calls and submitted numerous documents to USAA, spoken to a supervisor with no authority to resolve the matter, and on XX/XX/XXXX spent over an hour going through the paperwork and the math with the Executive resolution team confirming XXXX showed the order cancelled, I never received any merchandise or in store credit from XXXX, the disputed charge was carried to the XXXX card 1 day before the dispute credit was placed on my Mastercard account, my XXXX statement shows the disputed amount to be {$860.00} which is {$430.00} twice, and a XXXX charge placed on XX/XX/XXXX by XXXX to my Mastercard should have been a credit per the letter from USAA dated XX/XX/XXXX. All of my efforts resulted in the XX/XX/XXXX letter which ruled in my favor and finally cleared up the charges on the Mastercard and USAA closed that account, however nothing was done to correct the XXXX. On XX/XX/XXXX, I resubmitted documentation to show the disputed charge that was carried over to the XXXX on XX/XX/XXXX had not been resolved. The permanent credit applied to the Mastercard only resolved the second charge by XXXX on XX/XX/XXXX which was either the botched credit or complete fraud. If it had been done correctly the Mastercard would again show a credit in the amount of {$430.00} which could be carried over to the XXXX. Since then I have contacted USAA on XX/XX/XXXX, XX/XX/XXXX, and on XX/XX/XXXX, I was finally able to reach the executive resolution team. Everyone I have spoken with has agreed that the disputed charge was carried forward to the XXXX and has not been credited. I was told since this is an internal matter it would take 2 business days to credit the XXXX. If there were any questions or additional information needed I would be contacted and I provided XXXX numbers. To date I have not received a call or a credit to my XXXX. I have been unable to reach anyone with the authority to remedy this error. I have done everything I can to try to work with USAA but after 4 months of phone calls and letters to USAA I am right back where I started with a {$430.00} charge I do not owe hiding in a balance transfer on the new XXXX card. You would think it could n't get any worse but as of this morning I am now showing interest charges on the XXXX disputed amount. I am requesting USAA do the right thing and complete the resolution of this issue with a credit to my XXXX in the amount of {$430.00} and all associated interest charges.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation