Consumer complaint received 2026-03-17 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: AZ

Complaint narrative:
CFPB Complaint Ongoing Credit Card XXXX and Accessibility Failures ( USAA ) I am submitting this complaint regarding my credit card account with USAA due to ongoing unauthorized charges and repeated failures to resolve the issue, along with serious concerns regarding inaccessible customer service. My credit card has been compromised multiple times. I have reported fraudulent charges and have been issued several replacement cards with new card numbers. Despite these efforts, unauthorized transactions continue to occur. This indicates that the underlying source of the fraud has not been properly identified or resolved. In addition to the ongoing fraud, I have experienced consistent and severe communication barriers when attempting to contact customer service. During nearly every call, I have been disconnected or hung up on before my issue could be resolved. This has made it extremely difficult to address an urgent financial security matter. I am a XXXX individual and require accessible communication. I was instructed by XXXX to add Video Relay Service ( XXXX ) as an accommodation on my account. However, this accommodation has not been effective, and I continue to experience disconnections and failed communication attempts. Requiring a specific accommodation that does not work for me, while failing to provide effective alternatives, has significantly limited my access to services. My concerns include : Repeated unauthorized charges despite multiple card replacements to credit card and debit card for a long time Failure to identify and stop the source of ongoing fraud Nearly every customer service interaction resulting in disconnection or being hung up on Being directed to use an accommodation ( Video Relay Service ) that is ineffective for my needs. Lack of meaningful, accessible communication options as a Deafblind customer Under the Fair Credit Billing Act, I am entitled to protection from unauthorized charges and a proper investigation. Additionally, financial institutions are required to provide reasonable and effective communication accommodations. I am requesting the following actions : A comprehensive investigation into the source of the repeated fraud Immediate and effective measures to secure my account and prevent further unauthorized transactions Removal of all fraudulent charges and confirmation that I will not be held liable Written documentation clearly explaining the investigation findings and resolution Provision of effective, accessible communication methods that meet my needs as a Deafblind individual ( not limited to ineffective options ) A review of customer service practices, particularly the repeated disconnections during calls This situation has caused ongoing financial risk and significant stress. I am requesting urgent intervention to ensure both the security of my account and equal access to customer service.

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