Consumer complaint received 2025-03-12 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
I am compelled to submit a follow-up request for ( XXXX, and XXXX ) the re-evaluation of my ongoing dispute with USAA Federal Savings Bank, which concerns the improper handling of a duplicate payment on my credit card. This request is due to the misleading, contradictory responses from USAA and their failure to adhere to their own credit card agreement terms in a manner that protects consumer rights. I have contacted their representatives who only escalated the case further delaying it past 60 days. 

As a XXXX veteran, I face daily challenges that are compounded by financial stress. The mishandling of my refund request by USAA, characterized by misleading information and unnecessary delays, has been particularly triggering. The lack of support and clear communication from USAA has exacerbated my stress, contributing to an overwhelming sense of injustice and frustration. 

Summary of Events : Initial Incident : On XX/XX/year>, XXXX payments of {$3800.00} were erroneously made to my credit card. 
First Refund Request : I promptly requested a refund on XX/XX/year>, which was within 21 days of the duplicate payment. 
XXXX XXXX XXXX : On the same day, unaware of its implications, I reduced my credit limit from {$7500.00} to {$1900.00}, which USAA later cited as a reason for denying the refund due to the account potentially going " overlimit. '' Core Issues : Misapplication of the Credit Card Agreement : USAA 's Agreement States : The agreement explicitly allows the bank to handle transactions that exceed the credit limit at their discretion. However, USAA chose to interpret this by refusing a refund, not because of policy but as a convenience to them, which they justified using misleading reasons about the overlimit condition. 
Lack of Transparency : There was no clear communication that reducing my credit limit would restrict my ability to process refunds, a critical decision-making detail that was omitted. 
Shifting Justifications : Initially, the refusal was based on the " overlimit '' status post-credit limit adjustment.

Subsequently, they incorrectly cited a " 60-day dispute window '' expiration, even though my initial refund request was well within this period. 
Failure to Provide Documentation : Requests for account notes and dispute records, which are crucial for understanding the basis of their decision, were denied, further obscuring their processes and denying me fair recourse. 

Requested Actions : Comprehensive Review and Immediate Refund : I urge the CFPB to mandate a thorough review of my case and insist on an immediate refund of {$3800.00}, which is justified based on my timely initial refund request. 
Enforcement of Fair Practice Standards : Investigate potential systemic issues within USAAs handling of credit limit adjustments and dispute notifications as they pertain to consumer billing rights. 
Transparency and Accountability : Demand USAA provide all requested documentation and adhere to clear, consistent application of their own policies, especially as outlined in their Credit Card Agreement.

USAAs responses not only contradict their own policies but also suggest a pattern of behavior that may mislead other consumers. My experience reflects significant procedural flaws that have led to undue financial stress and dissatisfaction. 

Thank you for your prompt attention to this matter. I am ready to provide any additional information or documentation needed to support this appeal.

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