USAA Savings Credit Card Complaint

USAA Savings Credit card department,

Customer service / Customer relations Arizona

I take no pleasure in having to file a second complaint ( for an issue I thought USAA was handling, albeit very slowly, but has not been willing to resolve in over 3 months ). I have been a USAA customer for over - years with an excellent payment history on credit and no insurance claims history. I have an - credit score. Prior to this my Dad, a retired - - - had been USAA 's loyal customer for - years with nothing but wonderful things to say about his insurance company as well as banking, investment and credit card accounts. At this point I can not say the same. Customer service had always been one of USAA 's strong points - it certainly did not offer the lowest insurance rates, but customer service was excellent for many, many years. It is not now On -/-/16 while I was on vacation in - - USAA alerted me via e-mail that there was fraudulent activity on my -. I responded via e-mail the same day that it was indeed true - the only legitimate charge


if a card would arrive at my home address and did not want a new credit card sitting in the mail until I returned home. I destroyed the card that had been compromised. I kept that credit card in my possession and eyesight at all times except when it was locked in our hotel safe. After many written requests to USAA ( at least - ) for a complete transaction list of ALL transactions posted to the account on -/-/16, I finally received a list from USAA which documented over - transactions posting to the account within 5 minutes. Approximately half of these transactions USAA declined on -/-/16. But, for whatever reason, USAA chose to pay some that were still posting on its website as " pending, '' leaving me with the time consuming task of trying defend myself against USAA 's boilerplate, insincere " we value your business, '' and horrible customer service. It took me 6 letters just to get USAA 's fraud and recovery department to list the proper vendors and $ amounts on an affidavit. An additional affidavit was sent referring to " fraudulent merchants. '' I fully realized then that if this is the " analyst '' who is investigating the unauthorized/fraudulent activity I had another problem. My previous complaint with CFPB was a result of : ( 1 ) USAA not placing a PIN on the card as I had requested prior to leaving for - - ; ( 2 ) Wanting to know what personal information was stored on the card and not getting an answer ; and ( 3 ) Not posting credits to the account in a timely manner after USAA was notified on -/-/16 that any charge other than - - - for $18.00 were unauthorized and fraudulent. USAA chose to classify - - charges as disputes - as in its customer had her hair cut, got home, looked in the mirror, did n't like the results and now wants her money back. There were a total of - charges from this - merchant in - ( I believe - is a payment processor like - is here ). I notified USAA beginning on -/-/16 that all - transactions poste from this vendor was unauthorized/fraudulent charges. I signed affidavits to that effect twice. I now have correspondence from USAA on -/-/16 that - of the charges for - $30.00 have been made permanent. However, an e-mail was sent on -/-/16 from USAA 's Fraud Analysis & Recovery that - has provided documentation to support its position that I authorized - of the - $120.00 charges. NO SUCH DOCUMENTATION WAS EITHER ATTACHED WITH THE E-MAIL NOR WAS IT POSTED ON USAA 'S WEBSITE. I have notified USAA on the link it provided with its -/-/16 e-mail and on its website