USAA
reviews and complaints

Credit Card Fraud:

My husband and I (like many others) have experienced a lot of fraud on our accounts since the onset of covid 19. We have literally lost count of the number of cards we have had to report stolen (electronically) by scammers. We have changed passwords, updated subscription accounts, bill paying accounts, autopay accounts etc. Well, the most recent credit card fraud we experienced was for the following: $65.00, $97.19, $280, and another $97.19 charge for a total of about $540. We reported this fraud to USAA and they initially reconciled all 4 fraudulent charges. One day, however, I received a letter from USAA regarding one of the $97.19 charges. To my surprise the letter from USAA stated USAA found “compelling evidence” that I participated in this transaction. The reason they stated is: The AVS and CVV codes match. A perpetrator got a hold of our home address and sent merchandise to our address (unbeknownst to us) and the bank thinks I am now a participant? Continue to find out what the scammers actually sent to our home versus what USAA thinks was sent to our home.

Firstly, I nor my husband had no part in this scam. Sending unsolicited mail to consumers is a known scam also known as brushing or worse. It is a known fact that Scammers can get your information off of the internet.

USAA conducted an investigation of the matter and later sends me an e-letter telling me they are going to reverse the provisional credit originally given to me for this fraudulent charge because somehow, I am now a part of this scam. Okay so let me get this straight.

A. A thief rips off my bank card to get to our accounts

B. They use our family address and a butchered version of my name and my husband’s name and mail unsolicited packages to us.

C. The bank now thinks I am a participant in the matter due to AVS and CVV code matches

D. The bank reverses the provisional credit they originally gave us

E. We are out of 97.19 dollars

F. The thief gets away

We were the ones victimized but we are currently paying for the thief’s merchandise (read further to see what the thief actually purchased with our money)

Now here is the rest of the story:

On March 25, 2022,

My husband and I received a bogus package in the mail. It was addressed to us as - Husbands First name, Wife’s First Name, Our last (names kept private for security reasons). We knew this was strange because we don’t go by this name format. My husband asked me if I had ordered anything (he is the one who initially found the charges on our account). I told him no. We each realized did not make this purchase and noticed it came from Queens New York. A day or so before that we received the same thing in the mail, also from Queens NY. The packages firstly addressed us incorrectly. This was red flag number one. Red flag two was the contents.

My husband opened the package and a cell phone case for an iPhone 11 or higher was inside. For the record my husband owns a 2020 SE and I have an iPhone 8plus. By the time a second identical package arrived we knew what it was. We didn’t open the second package but discarded it along with the first package we received. We did not return to sender because we found information online about how scammers will send unsolicited merchandise to your home hoping you will return it in order to complete their scam, they are participating in. Little did we know we were a little too late. Additionally, we had received a lot of unsolicited mail during the covid era and lockdowns so this was just another event happening again in our minds.

Stay with me and remember these things here:

Name Format

Queens NY

Fast forward. We notice fraudulent charges on our account, two specifically for the same amounts of 97.16. We reported these charges and one was found to be fraudulent and the other was not. Again, neither my husband nor I made these purchases. The perpetrator(s) somehow got a hold of my card ending in 1734 and the CVV# on the back of my card and made the purchases. They sent the phones mentioned earlier as a cover for more expensive purchases they would make just days later. (Update – I later found that by the time we received the cell phone cases at our address the thieves had already ripped off our account. We just didn’t notice the charges until after the fact. A cell phone case arrived in our mailbox on March 22nd. We later found fraud purchases on our account occurred sometime between March 18 and March 22, 2022)

Due to the Accusation from USAA I decided to do my own research and here, to the best of my knowledg , is what I found.

USAA conducted an investigation for the fraudulent charges and per their investigation believes one of the $97.16 charges was made by me. Correspondence sent to me shows details gathered by USAA to support their findings. – although false.

The correspondence reads as follows:

“The received dispute for the transaction dated 3/19/22 in the amount of 97.19 is invalid. The following transaction is not fraudulent as stated. The attached documents indicate the card holder participated in the transaction: note the AVS and CVV Response Codes support card presence at time of purchase. Please see. The POD noting item(s) was shipped to the AVS verified address. Reversal is required. Geographical location registers to GA. Per the carrier website, all merchandise has been delivered. Please note that the billing and the shipping address are an exact match”

Firstly, I nor my husband participated in this fraudulent transaction. We had nothing to do with the phone cases sent to our mailbox nor the purchases made at Walmart.com – read below for the rest of the story.

The bank obtained additional information regarding this $97.19 charge in question (from Walmart.com) which included an item that was purchased. The item purchased from Walmart.com was a Cat Tree Tower Play house with Sisal Scratching Posts, Deluxe Condo. This item would easily weigh somewhere around 50lbs or more.

The report generated by USAA CLAIMS this item was left in or at our mailbox. This is false. We live in a subdivision that has a community mailbox that sits outside. You would either drive to it or walk to it to obtain your mail. It’s not enclosed. It literally sits outside on grass in front of a yucky fenced in reservoir. The mail boxes are small in size and might fit an 8.5x11 ream of paper NOT a DELUXE CAT TOWER. Plus, USPS would not leave merchandise of that size out (on the ground) at a community mailbox. They would deliver it at your door.

The scammer sent my husband and I cell phone cases prior to taking money out of our account for this cat tower. The Cell phone case(s) was delivered to our address and has the same USPS tracking number that USAA lists as the tracking number for the WALMART.com Package worth $97.16. The delivered cell phone case shows the codes for the AVS and CVV (that ironically USAA references) and were used as a cover up for the larger purchases they made. These guys were so good that even USAA believes we made these purchases.

I spoke with USPS on May 2nd and they confirmed a 3oz package – again a 3oz package (the bogus cell phone case) with tracking number 9300110923002107131326 was placed in our mail box on March 25, 2022. That size package is almost 1/3 the weight of a cup of water.

Keep in mind again that this is the SAME tracking number USAA found in their investigation for the CAT Tower which would have weighed well over 50lbs and in no way would have fit in our tiny mail box. The USPS attendant was able to confirm that the package sent by the scammers placed in our mailbox was a small 3oz box. The cell phone case in this 3oz box was not a purchase that my husband or I made so we knew something fishy was going on as scammers are sending packages to consumers in order to access financial information. The cell phone packages ---2 total---- came from Queens NY and had the addressee’s name listed in this Name format (First name was my husband’s name. The middle name was my name. The last name was our last name. (Remember I said to remember this information from earlier in this report)

The WALMART.COM purchase also originates from Queens NY – go figure! And shows a purchase for a Cat Tower. The Cat tower never came to our home but cell phone cases did. The perpetrators were able to somehow manipulate data to make it appear as though we actually made the purchase and received it, hence the corresponding AVS and CVV codes.

The CAT Tower and the Cell Phone Case have the exact same tracking numbers which would lead USAA into thinking that we made this purchase. The Walmart.com purchase also displayed The exact same addressee information as the cell phone packages!

The USPS representative was very confused as to why USAA findings displayed a purchase for a cat tower using the tracking number provided them when the item they delivered to our mailbox (with the same tracking number) was only 3oz in weight.

The sophistication of this scammer is not something I am aware of

The data pulled by USAA regarding contact details of the buyer doesn’t even match my or my husband’s data which I thought might be red flag number one for USAA. The Walmart report generated by USAA from Walmart incorrectly states my billing name. My USAA Card billing name is my first name and my last name not my husband’s first name, my middle name and pur last name.

The buyers email, phone number, IP address(s), internet provider, time zone, are all different from ours. They also utilized a fingerprint during the transaction. Neither my husband nor I use finger print authentication nor do we have it set up on any of our devices. Check the table below to see the data comparisons between us and he Scammer(s)

Both items bear the same tracking number and Customer name. The scammer was able to generate a package to our home using our address. USAA compared the AVS and CVV data codes and it corresponded making it appear as though We made the purchase, thus allowing the scammers to get away with a $97.16 of our money.

The USPS gave me the weight of the actual item the scammers sent to us in order to cover up for the larger purchase they would actually make. USAA can also obtain this same information if they call USPS and give this above tracking number

In Conclusion: – All purchases point back to Queens NY. We were scammed! We did not participate in any way, shape or form in this scam! The “compelling evidence” mentioned in your report is inaccurate and simply false. We would appreciate it if USAA looks deeper into this case to find the truth and not accuse us of being participants in this scam.

This incident has caused me to lose trust in USAA. I honestly have no desire to do much business here

FYI, I have made multiple complaints – sent an email complaint to executives including the CEO, provided additional information for my case etc. It has been about 4 days (at the time of this letter) since sending my original complaint via email. I spoke with reps who said they requested to have my case reponed at my request. I was told that someone attempted to call me regarding this matter but could not leave a message due to a full voicemail box. For the record my voicemail is never full. Secondly USAA has my email address (USAA Sends emails almost daily about applying for a car loan) and has not reached out at all, hasn’t followed up etc). It doesn’t feel like anyone cares at all.

Claim # [protected]-004

I filed a claim for water damage in the kitchen.

The leak was coming from the dishwasher.

The claim was on April 30, I still have not had anyone from USAA out to

inspect or assess the problem, this is may 9 2022.

I do have a claim adjuster coming may 10.

USAA advertises helping service vet's.

I am a Army vet. 86 year with a 70% disability.

I got a message telling me to hold onto any part or material that

could help them with the claim.

I own a 1 bedroom condo, I can't hang onto much of anything.

For sure a dishwasher

This is unacceptable.

I need help now

This has to be taken care of.

Louis Cowen

[protected]

The new website and app has eliminated data I entered for transactions such as names of checks and categories. You used to be able to enter edit check entries to make it easy to find them again for tax or financial planning purposes. Now every single check is just entered with the number and you have to go through three extra steps to find out who you made it out to and it is no longer searchable by name. They also redesign the categories, eliminated categories I used to use and recategorized transactions so they are not set up in the way I need any longer. They had every right to redesign the site but no right to change data I had.

Accounts

I used Zelle to transfer money to Samantha Branham through my bank. My activity listed on my bank account with USAA Federal Bank and the Zelle activity shows only two completed transactions.

April 11, 2022 payment failed $1000.

4/12/22 payment completed $400.

4/15/22 FOUR failed transactions for $1000.

THEN finally the transaction was taken and delivered on 4/18/2022 for the amount of $1000. Therefore, we have a total complete transaction amount of $1,400 ($400 +$1000).

But somehow my bank sent $1000.00 April 11 (which did not post until April 15) AND April 12 ($400) AND finally ANOTHER $1,000.00 April 15.

Zelle only have two completed transfers

My bank USAA completed three transfers

Chase Bank for the scamming receiver of All the extra money Samantha Branham account *0671

NOBODY is taking responsibility or giving me any explanation for how it is okay for THREE companies to lose my money that was not authorized and I have the activity to show for it. It is down right criminal because this is not a little amount of money. I would like to just pay my bills with the money I actually earned the honest way and 40+hours every week of my life since I was 16 years old. I am disgusted that we live in a world were criminals and big companies can live off the backs of hard working citizens.

I filed BBB complaints for all three financial institutions

I cancelled 3 insurance policies, but was billed for the premiuns on my USAA Credit Card. I disputed all three charges. A month later USAA had done no work on the claim other than to issue a temporary credit.

In the meantime, the insurance company sent me a check. I notified USAA to cancel the dispute, which they did not do. My insurance company rejected the chargebacks and sent them back to USAA. At this point, this matter should have been over.

But, USAA charged back to my former insurance company one of the policies. I have had at least 5 conversations with USAA requesting that they cancel the Chargeback. Thus far they have refused to do so.

I learned today that I can file a complaint with the Comptroller of the Currency, the governmental agency that regulates banks. I have filed a complaint.

Monday 2022 May 2nd time of the phone call 8:57Am. I have called USAA for my credit card being denied. USAA stopped all of my purchases because they said they needed my money to go in. Witch I checked my accounts. I sent to pay off my whole bill April 26th. The money came out of my account April 28th. My payments are due on the 28th of every month. It’s May 2nd and I can’t Use my card until May 3rd. I have medication tied to direct deposit to this card. My medication is going to be delivered late because they can’t use the card to get money out. I have to pay rent the last day because y’all aren’t ready for me. Witch everything is tied to direct deposit with that credit card. So I have a bunch a people calling me for money and I can’t pay them because I lost access to my credit card. USAA drop the ball there. Not only am I doing my job at the time but I'm doing y’all’s job too. I talked to someone on the phone named Andy. Andy didn’t do anything to help out I asked to talk to his boss and he said he was the highest person I could talk to and there was nothing he could do. Hopefully that phone call was recorded so y’all can listen to it and try and do better.

In the beginning of March I had covid-19 I was very very sick I finally was able to realize that I had not paid my phone bill my automobile insurance. I need helping someone please forgive me for being sick and being late with my insurance my husband has been a member since 1978 I had kept a full coverage insurance on my car for years I am sorry I was sick but please somebody please help me.

Allen.[protected]@yahoo.com

[protected]

I bought my home with a USAA mortgage back in 2001, I was told at the time one advantage of having a mortgage through USAA my loan would never be sold. Fast forward to April 23, 2022 I received a letter in the mail from USAA telling me beginning 04/30/2022 USAA will no longer accept payments from me Starting 05/01/2022 all payments should be made to MR Cooper at the following address I thought this was a joke, I am sooo upset after all these years I want to close everyone one of my USAA accounts - I have been with them for over 30 years. Friends in the mortgage business told me how bad Mr. Cooper is, what kind of mortgage company is called mr cooper? USAA is not the same company when my exhusband first made officer so we could finally join the USAA family - because it was reserved for military officers and their families.

There is a fraud alert on my checking account. After almost 2 hours on the phone with customer support, I am assured that all I can do is wait for three days to go by. As far as I can tell, there are no improper/fraudulent charges on my account and the various customer service reps I've spoken to assure me they don't know why the fraud alert is there.

With regards to the 3 day wait, three business days puts me in a time frame when several important housing bills would be auto-paid from the account in question.

Last year my truck was hit by a 1ton Honda Ridgeline while I was stopped at a stop light during the freeze. Made the claim, no problem, got a rental car no issues. I got short task deployed with 10 hours notice on a FEMA mission 8 days after dropping off my truck at Caliber. I was deployed for 30 days out of state and on day 20 I got a bill from USAA stating I owed them 467 dollars for the rental vehicle because I hadn't returned it

When I called USAA they told me it was my responsibility to inform them of my deployment status and that I should have called them to pick up the vehicle because USAA is a business first.

This made me kind of frustrated because I had to argue for almost 2 hours for them to fix it.

I come home to find out my tire was grinding every time I turned left and cutting into it the same way it did before they did their repairs and I took it back to Caliber twice to have them fix it. They did not. After two times I left it be until 9 months later my tire rips off a brand new fender liner with the same scuff marks and rubbing patterns as the year before. Then I look past where the fender was and I see the shock absorber sticking out underneath my vehicle. Now my tire is torn apart and my fender has been torn off the frame. All the same damage from after the accident still present after the repairs.

For the last two months I have been going back and forth with them trying to ask to speak to one of their specialists in physical damage and they give me a supervisor who has no idea what he's talking about and kept repeating "We reviewed it three times with three different leaderships and they say they won't cover it" when at the start I told him I don't want to them to cover it, I want it explained how they don't see the correlation.

This issue has been going since th of me . because the information they have has been change e 03/18/2022 until 04/14/2022 26 days

I contacted USAA to get a vehicle insurance for a new vehicle I just acquire and found out they still have obsolete data of me and can't sign up into that account on line.

I went into online page usaa.com/verify I follow meticulously the steps on how to verify my identity and I still waiting for them to call me. I have not received any call from USAA.

I have tried to contact them and the last thing I learned was my account they have on me has been locked. I feel it is disrespectful, discriminatory and humiliating that USAA prefers to acknowledge and validate a digital identity over the real one that is a person. digital for USAA is more important than person. I understand you have a responsibility to protect and safeguard client's identity but it should be the real one not the obsolete one. USAA should be giving more credit to persons than to impersonal digital identity. Why USAA would keep and protect inaccurate information and to give clients a hard time to proof who they are? I believe that in the future USAA my have a problem of saving guard and protect people's identity because their data achievement's will be so full of so call digital unreal garbage that will run of space to work with the real thing, USAA my need to clean their trash so they can welcome new information about returning upcoming clients.

For several years USAA has said a new Budget feature will replace the current My Budget. They say the new one will not carry forward the current one's data so we should somehow copy that info to help with the new budget setup. The years of waiting makes keeping up the current budget and copying the data a waste of time, taking away membership value.

Is the new budget feature going to be implemented this year, next year, never which appears most likely based on past failures to meet predictions?

Today we received a letter in the mail requesting the original truck title for our Dodge Ram that we purchased from Carmax in Greenville, SC. This title was sent from Carmax to USSA back in December of last year. This truck was financed by USSA when it was purchased. Somehow in January it showed up in the computer as being payed in full, so USSA sent the tile back to Carmax. The loan which was automatic withdrawal for our saving account show that we were in default for the January payment. We called USSA and stated that it was a mistake on their part and they called Carmax about the return of the title. This month we paid the balance of the loan. We called and stated that we do not have the title. USSA stated that they cannot do anything for 20 days about getting a duplicate title. This is totally unacceptable. We feel that this should be resolved ASAP.

Thank you,

Glenn and Karen Banning

I am prior military and have auto insurance with USAA. I had insurance with them for years. I am 48 yr old without any tickets or violations. But they raise my insurance up every time it’s time for renewal. They came down once to 165.00 but went back up this month in April 2022 to 285.00 saying that Florida insurance laws has changed and this is why it’s higher. And that I am not on auto pay, in which was not a lot from the rate I was paying. Which I am glad I don’t have auto payment because they keep changing the rates. However, they also mentioned that my vehicle is 2 years old now. What sense does this makes. I thought this company was for making it cheaper for the military personnel and veterans. I haven’t been late, because sometimes they will add a extra payment like I didn’t pay that month. But I have my banking statements as evidence. They been over changing me.

I have been with this company for 29 years and have almost all of our policies with USAA. I am disgusted with the customer service or lack of with this company over the last 4 years.

There is not a time I have to call for anything that doesn't end up between 1-4 hours on the phone!

The "system" they use to upload documents never seems to work! Therefore, when you think your claim or even update is happening is NOT. It is also up to you to call to figure that out instead of a representative calling to ask why they haven't received the documents which would then alert the claimant that their claim is sitting there.

Instead, the claimant is to questions why they are told 24-48 hour turn around and haven't heard a week to two weeks later. The claimant then has to call again or they are left in the dark with no action.

Every interaction with this company is more frustrating then the last.

Claimants/clients can load the information...and...the information is in the system however, every time I have submitted anything, I am told they didn't get it or they only got 1 page or multiple excuses. The customer service reps have no ideas where to look for things, how to handle expediting a situation which is clearly the company's fault and they give you ludicrous and lame excuses.

It seems that we pay these insurance policy fees to USAA but have to do all the leg work from fixing their mistakes to following up on correspondence they should be doing.

Latest example:

3/28 I file a comprehensive claim on car as someone/something backed into it with bike rack type tool and put a bullet size hole right through the hood.

I talk with the lady, she said to take pics through the link and send to appraisers. Usually 24-48 hour turn around which is good because i have to have it fixed to leave on 4/8 for out of town. I go to the autobody shop certified by my make of car to do the work and get their estimate and a date to bring it in.

4/4 I have not heard from USAA. I had to call. spent 1 1/2 on phone with rep. He said I had to upload photos - I had done that on 3/28 through their link and again on 3/29 because they sent another link.

He said he didn't see them. All the while it is taking him forever to even say that so I log in to my account and tell him I don't under stand how he can't seem them when I can on my account. He instantly says "Oh...yes there they are!" Then I have to ask what is going on? HE proceeds to tell me...after the 48 hours if they pictures aren't reviewed a field study is probably a better option?!?!?!?!?!?! However, if I hadn't called I would not know they hadn't been reviewed and were just sitting there. (of course excuse is the appraisers are busy) Working in the field I had lots of questions that he had to search for the answers. SO ABSOLUTELY NOOOOOO Correspondence unless you take it up yourself to check on them CONSTANTLY.

He proceeds to say I need a field virtual visit for the USAA appraisal since the picture appraisal doesn't work. 5 business days! Are you kidding?

I told him I had an appt for the work to be done on Wed. Had the "virtual

" field visit been scheduled when the other wasn't done then that would have worked. But, because they didn't contact me in anyway to let me know my claim was still sitting...we are up against an appt (with a shop estimate) and a car that I have to have by 4/8. After questioning him up and down about escalating it (said there was no way) and telling him I wanted to talk to someone who could...an hour and 15 min into the conversation said oh...I can set up a drive by appraisal with a USAA approved shop?!?!?!?!?

WHAT? I need it for Wednesday. WHY was this not an option oh...a week ago, 2 days ago, and hour ago even 10 minutes before?

USAA does NOT care about the "members", the customers service people are rude and uneducated about services and options, there is absolutely NO correspondence. The members are also employees apparently. I would say this company has gone so far down. I have heard it from others, the last 4 years I have not had ANY pleasant and easy interaction with this company.

Even the repair shops roll their eyes when they hear USAA. They said they are one of the worst companies to deal with in regards to claims.

I have complained in the past but nothing seems to get better. In fact, this situation just clarifies the ineptness and corruptness of this insurance company. It might be justifiable in some cases if the cost were much more reasonable then other companies but as I am looking into things it seems USAA fees are not cheaper and the service is awful.

After 29 years you would expect more out of a company you have been loyal too. Sadly, they are not loyal to their customers.

I have two checking accounts with USAA.

One held $1,300.

The second was in negative -$357.

USAA decided to freeze both accounts in mid January 2022. I haven't been able to log in, due to their screwed up application. I've sat on the phone for over 12 hours, during 4 attempts. At 3 hours the phone disconnects.

USAA accepted my Social Security check February 2nd, took their $357. and have left me hanging. I'm not able to do anything more than Look at the money they owe me. $3500.

Today is day 12 of them withholding my SSI payment

In Feb 2022 I bought tickets to an event in a nearby metro using my USAA credit card. At the time the transaction seemed to go through as I have plenty (at least 70%) of credit available. Next thing I know their fraud department flagged my transaction and did not let it go through. I did not get an email or text warning first. I only found out because my card declined when I went through a car wash. I called to "approve" the transaction and my identity and was told I have 24 hours to contact the vendor and "reauthorize" my purchase.

This is unacceptable! It is very likely I have now lost my tickets to a sold out event because of their account monitoring policies. I should be able to opt out of this so called "protection". All it really is is to track your spending and let the banks arbitrarily approve your purchases. I understand how this "protection" may be beneficial to SOME people, but I should absolutely be able to opt out as I keep very close watch on all my accounts! And what is with the arbitrary 24 hour time limit to contact the vendor? Why are they allowed to say when and where I can spend MY credit?

I was a loyal USAA member for a long time, until they decided to randomly close my bank account and not tell me why. After hours of being on hold with them and trying to figure out what happened to my account and why I couldn't use my card they told me "We're exercising our right to close your account and we don't have to disclose why." This happened just weeks before Christmas, I am active duty military and live 1700 miles from my family so hearing this devastated me. I had no access to any of my money and had no backup accounts. I was unable to visit home for christmas, get food for my daughter or my wife, and it was a struggle to get gas in the car. I had to borrow money from people (and I still do.) I was told that I would receive a check with my money in 30-60 days (from November 18th) it's now been 58 days and my account isn't even closed yet, so no check. When on the phone with USAA and voicing my concerns about food and seeing family, the USAA employee told me "On the brightside, at least you'll be getting your money back." Really? USAA doesn't care about active duty military or their families. This incident proves that. I will never trust this bank and I hope if you sign up that you're aware this could happen to you at any moment.

I used Car rental company, car broke down and was changed, car rental end up charging me twice, disputed the charge with USAA, submitted all evidence along with a picture of card dashboard showing the problem, respond I got from USAA dispute team the charge was valid.
contacted car rental and submitted same exact evidence and next day I received an email from Car rental apologizing for the charge and I got a refund.
it sounds that USAA didn't even investigate or didn't care to do so.
been banking with USAA for a while, but what's the point if they can't help me when I needed them, time to close all my accounts and find another bank.
I am very disappointed and don't advice to bank with USAA.

I filed a credit card dispute after the vendor did not follow through with the pre-paid contract. I followed and even submitted a copy of the VISA codes, timelines etc.
USAA denied my claim. I requested this be re-evaluated as i was clearly within VISA's operations outlined.
After following up multiple times with zero update, i finally recieved a call from a "manager." who was rude, stated inaccurate data and lied that they have attempted to reach me. There are not missed calls, zero notifications from USAA and the reps are refusing to escalate.
I've been a long-time USAA member and am severely disappointed in the decline in their treatment throughout this entire process.
In reading other reviews, I'm sad to say i agree that their service has severely declined. The reps are either untrained, incompetent or are instructed to not address any concerns and exhaust the already frustrated customers by confusing the situation even more.