@FromTheBeach, I understand that you have been a USAA member for 32 years, and I would like to thank you for your loyalty. I'm sorry to learn that a dispute was not resolved in your favor. Please allow me to engage a business expert to review your situation. We'll conduct a follow up with you once the research has been completed. ~DC
I'm so sorry to hear this! I hope your dispute is eventually cleared up. That is a lot of money to have a defective tub. I'd consider bringing this to the attention of your local media. With enough bad press, the walk in tub company should refund their fees.
My husband is having some issues with the dispute process right now. A company sent him 1/2 of an order and we believe (based on other online comments) they have been doing this with many of their customers. The USAA credit card dispute process has not been a good experience thus far. I'll let you know if it is eventually resolved. I will say I had a much better experience with the one dispute I had 3 years ago at US Bank.