Consumer complaint received 2025-04-08 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
Summary of Complaint : I am filing this complaint against USAA Bank regarding their mishandling of a clear and well-documented case of credit card fraud totaling {$13000.00}. This charge was made by a fraudulent debt relief company known as XXXX XXXX XXXX XXXX XXXX XXXX XXXX. USAA originally acknowledged the fraud and credited my account, but later reversed the creditclaiming the charge was legitimate, despite overwhelming evidence that this company is running an active scam. 

I am including multiple sources showing that XXXX XXXX XXXX is a known scam operation currently under public scrutiny. USAA has failed to properly investigate this merchant or protect its customer from criminal activity. Their actions have left me with an unjust financial burden and negative marks on my credit. 

Timeline of Events : XX/XX/XXXX : I was contacted by a company calling themselves XXXX XXXX XXXX, claiming to work with USAA to settle my credit card debt. They instructed me to stop making payments while they negotiated with USAA. 
I did not authorize any charges, did not sign an agreement, and received no services from this company. 
XX/XX/XXXX : I discovered a charge of {$13000.00} on my USAA credit card. I immediately reported the fraud to USAA. 
XX/XX/XXXX : USAA credited the full amount, acknowledging it was fraud. 
XX/XX/XXXX : USAA reversed the credit, claiming the dispute was submitted outside the 60-day billing window. 
After I filed a CFPB complaint, USAA issued a second temporary credit and said they would issue a new card. 
XX/XX/XXXX : USAA sent a letter stating they would investigate the charge. 
XX/XX/XXXX : USAA sent a follow-up letter stating the charge was not fraudulent, and I was responsible for the balance. 
Despite promising to cancel the old card and send a new one, no replacement card has ever been issued. 
Details on the Scam : The merchant New Life Financial ( also called XXXX XXXX XXXX ) is an active fraud operation. They use the phone number ( XXXX ) XXXX and have a fake website at XXXX XXXX XXXX 

XXXX and other watchdog websites list multiple complaints from victims describing the exact same tactics used on me : Instructing victims to stop paying their credit cards. 
Pretending to work with legitimate banks. 
Charging large, unauthorized sums. 
Refusing to provide service or documentation. 
Key Names Used in the Scam : XXXX XXXX ( my contact ) XXXX XXXX XXXX XXXX Public Scam Reports : XXXX XXXX for XXXX ScamPulse Report Search for XXXX XXXX XXXX/ XXXX XXXX/ XXXX XXXX Despite this information being public and verifiable, USAA ruled that the charge was legitimate and closed the case. 

USAAs Mishandling : Failed to recognize obvious signs of fraud. 
Reversed two credits, despite acknowledging fraud initially.

Refused to reissue the credit or investigate the scam merchants legitimacy. 
Did not issue a replacement card as promised. 
Stopped communicating with us after saying they would escalate the issue to the CEOs office. 
Now holding me financially responsible for a fraudulent charge, and harming my credit. 
Requested Resolution : I am asking the CFPB to : Investigate USAAs fraud investigation process, especially their handling of scam charges tied to known fraudulent entities. 
Require USAA to permanently remove the fraudulent charge of {$13000.00} and restore the proper account balance. 
Remove any late payment marks or negative credit reporting tied to this fraudulent activity. 
Provide a written explanation of why they determined this was not fraud, despite the publicly available evidence. 
Ensure a replacement card is issued and the compromised card is canceled. 
Hold USAA accountable for failing to take proper steps to investigate fraud and protect its customers from organized criminal scams.

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 explanation