Consumer complaint received 2016-06-21 00:00:00
Product: Credit card — 
Issue: Identity theft / Fraud / Embezzlement — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV

Complaint narrative:
It 's baffling how USAA and all departments have gotten away with horrible service and avoided major issues, as well as closing accounts that we proved where identity theft, including credit card you put in collections when it was identity theft. How many times have we approached you and you given blanket responses " COMPANY FEELS ACTED IN BEST INTEREST '' that is not a resolution closing bank accounts, shoving credit cards in collections when we gave XXXX police reports and then some in XX/XX/XXXX and beyond. There are so many issues USAA not taken care of, lied, gave false information to some companies, in XXXX XXXX when all of the issues were stressed that were unresolved, USAA promised to take care of them, CEO XXXX XXXX called three times from XXXX XXXX to XXXX XXXX leaving same message USAA was gon na get to the issues, but then in XX/XX/XXXX all was told to us was USAA XXXX said that did not want to pay us anything at that time. Is that even legal? Every time we took time off work, our careers, to do all paperwork, get statements from witnesses, gather evidence, and for what? XX/XX/XXXX when on phone with CEO XXXX XXXX admitted he had no idea what any of the issues we were addressing were, yet he left three messages prior saying USAA was gon na work with us. But four months in, not one of issues that collided into other issues in our life causing health, job, credit issues, issues we did not have before all this. DId USAA ever stop and think, if you took care of rental issue like you said in XXXX XXXX, maybe we would not ended up in a place where we had another incident. Or if USAA handled their banking and credit card issues we would not had to go to other companies for SECURED cards we never dealt with. We had a credit track record paying our bills, until identity theft major robbery, XXXX and the like. There are over XXXX incidents where USAA did not do its part and we ended up having to pay triple on triple. And why when we sent in depreciation receipts after waiting for over 14 months hear back from XXXX XXXX, did XXXX XXXX then all of a SUDDEN SAY " USAA OWES YOU NOTHING AT ALL. '' Why that day, why all of sudden 4 months USAA was working on issues nothing getting resolved, and all of a sudden USAA leaves a voice message. But then why in XXXX XXXX did USAA confirm with XXXX and in XXXX XXXX with XXXX USAA illustrated the AUTO CIRCLE program that we tried to get for over 8 months with NO CALLS BACK, and do you know the issues that were created when we had to go get another car to replace the one you were to provide from AUTO CIRCLE PROGRAM. The ramifications alone have caused severe issues. There is an attachment for consumerfinance.gov get a better idea of part of the situation. There are XXXX departments in USAA that need to fix issues, each department needs address issues separately. Right now we are trying to resolve the credit card issue. If Usaa does not handle this issue, and we have to dispute it, we will provide the police reports you already have to consumerfinance.gov and from there the 15 hours a week and more we put into these issues for 4 and half years, we will look upon agencies and law to enforce proper just dues. Usaa does not have to care, like, its customers, it does not even have to care we were identity theft, but it does not mean USAA has the right to undermine us, take advantage of our situation, and knowing you were given police reports to identity issues and theft, turn around and cause a bigger ripple effect.There are laws in place for this, do you know the amount of financial damage caused by a situation you could have worked with us as we tried all this time to work with you, and off mannered maybe as of late, but after USAA lying, screaming, ignoring, and laughing at us, we found ourselves a little thwarted.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation