Consumer complaint received 2025-11-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with rewards from credit card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
I am submitting a complaint against the Rewards Center of the United Services Automobile Association ( USAA ) Federal Savings Bank Credit Card Department. USAA refuses to honor its zero liability fraud policy and insists on holding me liable for the fraudulent loss of XXXX reward points, equivalent to {$1600.00}. USAA erroneously processed the redemption of XXXX of my earned Reward Points to an individual fraudulently posing as me by falsely using my personal identity. Basically, USAA issued XXXX XXXX gift cards to the imposter and XXXX out my reward points. Following their review, USAA stated that their assessment revealed no process error on their part and DECLINED to restore the points. I asked USAA several times to reconsider its decision and wrote a letter to its President/CEO to no avail ( which his CEO staff withheld from him ). To make matters worse, USAA is refusing to provide a written statement of its decision despite my request for it. 
- Timeline of Events XXXX XXXX XXXX  : I became aware of suspicious activity after receiving two emails ( XXXX ) from the USAA Rewards Center. Both were dated XXXX XXXX XXXX  and included e-gifts ( {$50.00} and {$250.00} ) to thank me for redeeming my reward points. Upon checking my USAA Rewards Points balance on the USAA website, I discovered it had dropped to just XXXX points from a running balance total as of XXXX XXXX XXXX of XXXX total points. Further investigation on the Rewards Center website revealed that a total of XXXX of my earned Reward Points had been redeemed, on the same day XX/XX/scrub>XXXX XXXX XXXX, without proper identity verification and my approval. These points were redeemed for XXXX XXXX e-Gift cards, issued through three distinct redemption transactions : Order # XXXX : XXXX XXXX e-Gift cards at {$250.00} each Order # XXXX : XXXX {$100.00} XXXX e-Gift card Order # XXXX : XXXX {$50.00} XXXX e-Gift card XXXX XXXX XXXX : Over this period, I made numerous phone calls to reach and discuss this identity theft and fraudulent rewards points scam with designated responsible/accountable leader ( s ) within USAAs Federal Savings Bank . My goal was to convey the need for urgent and top priority member support, identify a central point of contact from start to finish, and assist USAA in a timely resolution. I was informed that USAAs investigation efforts and determination would require XXXX to XXXX weeks. Given the time-sensitive nature of identity theft and fraud, this timeline is excessive and concerning. 
There was no one consistent or primary USAA POC for inquiries or status updates but to my dismay multiple POCs depending on which Department responded to calls I made or received. The departments contacted included the XXXX XXXX XXXX XXXX, Rewards Center, Escalation Team, Office of the CEO, and Advocacy/Member Solutions Team/Customer Service . I requested frequently to speak with the Department leader or individual responsible and accountable with minimal success. I was informed supervisors were working with other priorities, promised a call back that didnt occur, and/or could not be located or not available. 

XX/XX/scrub>XXXX XXXX XXXX  : I received a call back from XXXX XXXX XXXX, Office of the CEO, stating USAAs final determination was there was no way to redeem the points nor recover the points. I bitterly disagreed and restated that the Rewards Center did not perform due diligence of their redemption process resulting in the scam. I reiterated I have never lived at the scammers delivery address, i.e. XXXXXXXX XXXX XXXX  nor do I have any relatives living there. My address of record maintained by USAA is in XXXXXXXX XXXX. I was informed that the Rewards Center had validated the scammers identity consistent with the basic recorded profile data and therefore had no concern. 

XX/XX/year> : XXXX ( XXXX ), CEO Relations Advisor, acknowledged receipt of my XX/XX/year> letter ( Atch ) to USAA President/CEO XXXX. He stated the President/CEO will not see my letter nor reply to me. While I can much appreciate the President/CEOs multiple, varied responsibilities, priorities and competing time demands, as a member, his isolation from daily member services operations is most disconcerting and disappointing. I encountered organization structure, department relationships and processes that appeared unlinked, decentralized, experienced coordination gaps, absence of customer support, and at times conflicted. This is completely counter to the USAA CEOs declared goal of being the military communitys provider of choice and his establishment of member value organization. As a member of 52 years plus, Im completely dismayed by USAAs assessment of their innocence and lack of resolve of my XXXX account being exploited and tricked. Even if USAA complied with its process, I am still the victim of fraud and USAAs refusal to make me whole of {$1600.00} is reprehensible. 

I received a phone call from XXXX ( XXXX ), CEO Relations Advisor, who reiterated USAAs final decision which I adamantly disagreed with. He noted that no further research could be accomplished unless I could provide additional information for reassessment. In addition, he denied my request for a copy of the investigation report. Upon my request, he identified the Chief, CEO Member Relations, XXXX XXXX XXXX. Up to now, USAA has not identified nor provided me the name of their department accountable leader.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with non-monetary relief