Consumer complaint received 2026-03-08 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

Complaint narrative:
On XXXX XXXX, 2025, I attempted to purchase airline tickets from XXXX XXXX in XXXX, XXXX. I received an error message and attempted a second time with the same message. I never received any notification from XXXX XXXX or a receipt confirming that my purchase had gone through. Assuming that it was not working, I contacted someone in XXXX who purchased the tickets for me via a travel agency. I zelled {$650.00} to my sister to pay for the tickets. At the end of XXXX, when paying our bills, we saw a charge of {$660.00} and {$660.00} from XXXX XXXX. I immediately filed a dispute against both charges and called USAA credit card company. I was told that everything will be handled. While visiting XXXX, my USAA credit card stopped working because a fraud claim had been put on it. In XXXX, when I was paying bills, I saw that the two charges had been put back on my credit card with a note stating there was no fraud. I called USAA and was told that I did not provide additional information needed, hence the rejection. I ask that the case be reopened. I provided a letter to USAA along with the XXXX conversation and the XXXX receipt. The {$660.00} complaint was found in my favor. The {$660.00} was still rejected. And, I received a letter stating that my XXXX transfer to my sister was valid and that they could not reimburse me, but they reported fraud to my sister 's bank. I called because I never filed fraud charges against my sister and wanted the freeze removed from her XXXX account. To this day, no one can tell me why USAA filed fraud charges against my sister. I called and spoke to a credit card specialist who reopened by {$660.00} dispute and asked that a dispute agent call me. They called me and told me that they were reviewing the case and would take care of everything. XXXX days later, I got a message that a fraud investigation had been opened on my credit card, and my credit card was immediately closed. Less than 24 hours later, I received an email stating that no fraud was found and that my charge was still valid. I called USAA again, very upset, and asked if they could resolve it. I was asked if anyone had called XXXX XXXX and asked that they provide a receipt of the purchase. I said no. They reopened my dispute. I put in a better business complaint ( which they have not responded to ), and I sent a three-page email to their executive office and ethics office on XXXX/26 and received a response that they will be investigating further. On XX/XX/XXXXXXXX26, I received another email stating that I had not provided sufficient evidence for them to proceed. They do not tell me what they need. I called again and was told that the executive office is still investigating. They can't explain why i received that message when it is still being investigated. I have lost all trust in this company and will like outside sources to help me in getting my money back.

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