Consumer complaint received 2026-04-07 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: MI

Complaint narrative:
In XX/XX/XXXX, I had multiple fraudulent charges on my USAA American Express Card : XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$4.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX {$4.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$16.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$12.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$16.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$16.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$13.00} XX/XX/XXXX, XXXX XXXX, XXXX Adjustment - Purchases Uncategorized - {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$15.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$13.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$16.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX {$12.00} These fraudulent charges were corrected and adjusted by USAA. I reported my card number stolen and received a new card and then changed my zip code and other account information including passwords. On XX/XX/XXXX, I had XXXX more fraudulent attempts on my card that were declined : XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX. XXXX. Declined : {$19.00} XX/XX/XXXX, XXXX XXXX, XXXX XXXX XXXX XXXX. XXXX. Declined : {$19.00} On XX/XX/XXXX, I had XXXX more fraudulent charges to my account, XXXX were declined and USAA authorized XXXX : XXXX XXXX, XXXX XXXX, XXXX XXXX Declined : {$10.00} XXXX XXXX, XXXX XXXX, XXXX XXXX Declined : {$10.00} XXXX XXXX, XXXX XXXX, XXXX XXXX Declined : {$20.00} APPROVED/AUTHORIZED BY USAA : XXXX XXXX, XXXX XXXX, XXXX XXXX XXXX XXXXXXXX XXXX XXXX {$20.00} I called USAA upon finding these fraudulent charges on XX/XX/XXXX. I was told I would have to wait 10 days for it to be adjusted. I called again on XX/XX/XXXX and spoke to USAA staff XXXX in the customer service center. She stated she did not know when this would be corrected. I asked to be transferred to a supervisor. She transferred me to " XXXX '' in resolutions. His employee ID is XXXX. He stated it would take 10 days to resolve the issue and that I can not close the account until it is resolved. I blocked my account so not even I can use the credit card. He then CHANGED what he told me and stated that it would take up to XXXX billing cycles not to exceed 90 days to resolve the issue and investigate the fraud charges. Since USAA is not protecting my account and has obvious issues with account security, I am forced to leave this account open for additional fraud for up to 90 days. The current fraudulent balance is {$19.00}. I told him I would urgently like to close the account due to my exposure risk to fraud being so high based on USAA 's performance as a credit card company. He stated that I still could not close the account immediately even if I closed the dispute, because USAA will have to review my request. I have a credit card I do not want due to exposure to fraud. I am being told the investigation takes 10 days then up to 90 days. They can see that the fraudulent transactions happened in a cluster with the same or similar vendor names but will not adjust and correct my account so I can close it. Representatives are not helpful and are indifferent to customer concerns and the security of customer accounts. XXXX stated that he can see that this appears to be fraud but the investigation team may not approve my dispute and may charge me anyway. Please adjust this fraud balance, close the dispute in a timely manner as initially promised so I can close this account with this company USAA. I have been a customer of theirs for 12 years. Their customer service is deplorable.

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