Consumer complaint received 2024-11-01 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: FL

Complaint narrative:
I reserved a midsize vehicle, pickup on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I received a call from XXXX XXXX XXXX XXXX XXXXXXXX located at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  the Manager asked if I could pickup my rental @ XXXX that evening FREE OF CHARGE because she had 14 reservations scheduled for pickup on XX/XX/year> @ XXXX ( my reservation time ) & it was going to be overwhelming for her. I agreed to pickup the vehicle FREE OF CHARGE the night before on XX/XX/year> @ XXXX free of charge. I arrived with my mother @ XXXX I noticed a larger amount in the total. I asked the XXXX rep about the large total. The Rep said its just a hold, once I return the vehicle to XXXXXXXX XXXX the extra hold amount drops off. XXXX XXXX, 2XXXX  I returned the Vehicle on time @ XXXX to XXXX XXXX XXXX XXXX I spoke to the Manager about the total charged and explained to him what the Manager in XXXX, SC said about the charges falling off. The XXXX XXXX reviewed my bill & said the XXXX, SC location is an independent location, he cant change the total. I immediately called XXXX XXXX XXXX XXXX Customer Service while standing there and the rep said I would have to wait until after the Holiday to contact that location because she couldnt change anything on her end but note my account. On XXXX XXXX XXXX XXXX XXXX, I called XXXX XXXX XXXX XXXX XXXXXXXX SC XXXX no one answered. At XXXX XXXX XXXX XXXX I contacted XXXX XXXX XXXX XXXX XXXXXXXX  Customer Service XXXX the Rep sent a message to the XXXX SC location to contact me. At XXXX a Representative of XXXX XXXX XXXX XXXX  SC called me from XXXX, I explained about the Manager telling me to pick up the rental the evening before free of charge due to her overwhelming amount of reservations on XX/XX/year>. The Rep said she wished XXXX XXXX hadnt closed out the bill because it would have been easier for her to change it but now she has to contact her accounting department to get my refund back to me. I said ok. At XXXX the XXXX XXXX called me from XXXX saying she was still working with her accounting department. No one has contacted me since then. On XX/XX/year> after no contact with XXXX XXXX XXXX I filed a Credit Card dispute through USAA BANK MOBILE APP. I uploaded my documents via the mobile app before the dispute was completed. I DID NOT hear anything back from USAA Bank about the dispute. NO EMAIL, NO PHONE CALL, NO CONTACT until XX/XX/year> I called USAA Bank. I spoke to a representative and asked for a supervisor. XXXX from the escalation team joined the call. I told XXXX I had just opened my USAA MOBILE APP and saw that my dispute was closed and for the merchant. I asked XXXX why? XXXX told me that the dispute team sent me a message in my mobile app request documents. I asked XXXX how am I supposed to know I have messages in the MOBILE APP if it doesnt have a number on the outside of the to alert me when the USAA MOBILE APP IS NOT IN USE? I am not required by anyone to open the USAA APP EVERYDAY. I asked why didnt anyone CALL ME or SEND ME AN EMAIL? XXXX said that he could have the dispute team reopen the dispute and I can upload my documents again. I have not received any contact from USAA BANK since my conversation with XXXX on XX/XX/year> @ XXXX EST, nothing about my dispute, not even a piece of mail, and disputing the charge again via the USAA MOBILE APP IS NOT AN OPTION ON THE APP as it is GRAYED OUT.

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