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Contributor

I am a 30 year + member of USAA and I have never been so disgusted with the way I have been treated.  I disputed a charge for airline tickets purchased in June 2019 for a flight on April 1, 2020.  The flight was cancelled by the airline.  Tickets were purchased through a travel agent.  When I did not get a refund, I was advised to file a dispute with my credit card.  I called USAA at the beginning of May to dispute the charge.  I was told that I had to write a letter since it had been 60 days since purchase.  I mailed the letter with supporting documentation on May 10.  On may 27 I received a response denying the dipute because more than 60 days had passed.  I called that day and spoke of a representative who told me they never opened a case and just went by date.  He submitted the case and then the next day it was denied due to lack of documentation.  Didn't let me know what documentation was  needed.I call every week and I am promised a manager will call me back and I never get a call.  I don't know what other documentation I need to submit.  All the people I talk to can say is I am sorry, and make promises that won't be kept.  I plan on cancelling my credit card and look for new insurance.  It seems like they spend their money advertising for new customers instead of looking out the ones they already have.  I just want some help with this from them.  The tickets were on Qatar and were over $3000.  Qatar wouldn't  talk to me since the travel agent used a ticket consolidator to purchase them.  Has anyone else had this type of treatment  and lack of contact or consideration? 

2 REPLIES

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Odens Mom - This is never the kind f experience we want for you or any member. I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason

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You are not alone - the decline in service has been stunning and I 100% agree they are now more interested in advertising for new clients than taking care of their long-term current members!