Consumer complaint received 2016-08-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Credit card
Issue: Billing disputes

Complaint:
XXXX XXXX 2016 Statement from : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX MO XXXX XXXX Dear XXXX, I am writing this statement as a charge of inappropriate conduct by my Credit Card company. The company 's name is USAA. It is based in XXXX XXXX. My USAA member number is XXXX. The credit card associated with that membership is a XXXX XXXX ending in XXXX. 

In XXXX 2016 I began working for a company based in New York after they reviewed my resume, interviewed me, and I attended a XXXXmonth online training program. The company 's name is XXXX XXXX XXXX XXXX. I was to work for the purchasing department while waiting to attend site-specific training in the New York office. The company gave me purchase orders that I was to fulfill once I had received funds in my account from their bank - XXXX. 

I called USAA to establish the bank and accounts that could deposit money into my credit card. I told the USAA operator that I did not want this to be a two-way set up, deposit only. The operator assured me that would be the case and that I should establish the connection through the website rather than over the telephone. I went online to the USAA site, logged in, and added the company 's bank information for deposit to my credit card. At the time, my XXXX had a limit of {$12000.00} and approximately {$11000.00} balance giving only {$1000.00} of available credit. I would not have been able to purchase any purchase orders if money did n't arrive into the card. 

I used the bank account information provided by XXXX XXXX and deposited the authorized amount into my credit card as a payment. Once the payment cleared, I received email notification from USAA that they received the credit card payment and posted it to my account. My available balance subsequently dropped by amount that was deposited and I then made the purchase, per the purchase order. This happened 3 times over a period of a few weeks in XXXX. Each time, USAA sent me a confirmation email that they received the credit card payment and posted it to my account. My available balance dropped each time. 
In late XXXX, I became amazed and distraught to find out that somehow the charges were all added to my account and that I was overdue for the XXXX purchases - approximately {$20000.00}. I immediately called USAA and explained the situation to them, seeking how to resolve the issue. They were of no assistance. 

I called the local police and reported the issue. They told me that because I was in XXXX and the company was in XXXX, they would not be able to take action. They recommended I talk to the fraud department at USAA and said they would better be able to resolve the issue. When the police told me they would not be able to take action, I immediately reported the situation online to the appropriate government agencies I could find online. 

I then called the USAA fraud department and XXXX separate people assured me that the issue was resolved and I would not be liable. This happened approximately the first of XXXX. Because they assured me the issue was resolved, the account closed, and I would be issued a new account, I breathed relief and continued to a new and different job. 

Toward the end of XXXX, I was informed that a USAA bill arrived at my house for {$60000.00}. I again called USAA and XXXX more representatives from the fraud department assured me that the issue was resolved and I had nothing to worry about. In the first week of XXXX USAA told me they would not take away the debt. 

During the entire process working with XXXX XXXX XXXX XXXX and with USAA I acted uprightly, trustworthily, and in good faith. I am a retired XXXX XXXX and a XXXX. I have undergone numerous background investigations due to positions of trust. My ethics and conduct were completely appropriate in this entire situ

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