Consumer complaint received 2025-02-21 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:
In XX/XX/XXXX, I was fraudulently contacted by a company called XXXX XXXX XXXX, claiming to work with USAA to settle my credit card debt. They instructed me to stop making payments, falsely claiming they were negotiating on my behalf. 

Unbeknownst to me, they fraudulently charged {$13000.00} to my USAA credit card. I was never informed of this charge, never authorized it, and never received any services from this company. 

Upon discovering the charge in XX/XX/XXXX, I immediately contacted USAA to report the fraud and file a fraud claim and dispute. On XX/XX/XXXX, USAA credited the {$13000.00} charge, acknowledging the fraudulent nature of the transaction. 

However, in XX/XX/XXXX, USAA reversed the fraud credit, stating that the dispute was filed outside the 60-day window and that no further dispute options were available. 

Why USAAs Decision is Incorrect : This is a fraud claim, not a billing disputefraudulent transactions are not subject to the 60-day limit under the Fair Credit Billing Act ( FCBA ). 
USAA initially accepted this as fraud by issuing a credit on XX/XX/XXXX, but then later reversed it without proper justification. 
USAA has refused to conduct a full fraud investigation and has instead stated that my only option is to contact the FBIwhich is an improper response. 
As a result of this fraud, my credit report has been negatively impacted, as USAA has refused to remove the late payments caused by the scam. 
Steps Taken : XX/XX/XXXX : Contacted USAA, filed a fraud claim and dispute. 
XX/XX/XXXX : USAA credited my account for the {$13000.00} fraudulent charge. 
XX/XX/XXXX : I made a payment of {$1700.00} toward my account to stay in good standing. 
XX/XX/XXXX : USAA reversed the fraud credit, stating the charge fell outside their 60-day billing dispute window. 
XX/XX/XXXX : I formally escalated the issue with USAA through written correspondence, but they refused to reconsider. 
Requested Resolution : USAA must reinstate the fraud credit of {$13000.00} and remove this unauthorized charge from my account. 
USAA must remove any negative credit reporting caused by the fraudulent charge and subsequent payment delays. 
USAA must provide a full written explanation of why they are applying the 60-day billing dispute rule to a fraud case, which should not be subject to this limitation. 
USAA must conduct a proper fraud investigation, rather than refusing further dispute options. 
USAA is wrongly denying a legitimate fraud claim and applying the wrong legal standard to dismiss my case. Their failure to resolve this issue properly is a serious consumer protection violation. I am requesting CFPB intervention to ensure that USAA follows proper fraud handling procedures.

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