Consumer complaint received 2023-11-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I rented a car through XXXX with Unlimited miles and XXXX XXXX XXXX XXXX  charged me for mileage so they did the following two transections : XX/XX/XXXX DEBIT CARD PURCHASE XXXX {$780.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX NV XX/XX/XXXX DEBIT CARD PURCHASE XXXX XXXX {$390.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXXXXXX XXXX I submitted a dispute with my bank USAA and they credited my account. After three months, one day out of nowhere the bank debited my account for the full amount and stated that the investigation of my dispute found no errors and that the charges were correct. On XX/XX/XXXX I sent USAA a letter explaining why I believed the charges were incorrect by attaching a screenshot of my XXXX total showing that I had unlimited miles and that I was not supposed to be charged for mileage. USAA replied with the same answer so on XX/XX/XXXX I wrote a second letter and this time I obtained the copy of my contract with unlimited miles from an agent from XXXX and I also submitted a copy of the XXXX XXXX XXXX XXXX invoice showing all the charges. USAA replied with the same answer. During all this time I had been trying to contact the rental place by phone, by messages and by their chat services but on XX/XX/XXXX I finally talked to an agent from the car rental who stated that she could only see my reservation information but could not work or make any changes to the account because the account was sent to collections in XX/XX/XXXX due to non payment. The agent said that she could not even send me any information because the account was out of their hands and there was no way I could get any paperwork. I asked her why it was sent to collections if I paid in full so she replied that the bank never paid for the transactions. I could not believe what she was saying so I asked her more than XXXX times to repeat me what she was telling me and she confirmed me that the account was sent to collections for non payment because the bank never paid them. After the phone call I immediately logged into my credit report and what do I find? XXXX new accounts from a collection agency showing the XXXX charges from XXXX XXXX XXXX XXXX with additional fees of course. I was livid, I could not believe that this was happening to me so I immediately sent USAA another letter dated XX/XX/XXXX explaining my conversion with the rental car agent and I politely asked them to please put my funds back to my account and their response was that their investigation findings were correct and that there was no error in my transactions. At this point I decided to chat with the bank agent instead of calling because I was very unhappy. Again very politely I explained everything to the USAA agent and after she put me on hold to review my case she said that I needed to talk to the merchant because my dispute was close and there was nothing they can do about my issue. I repeatedly said that the bank did not pay the merchant and I really needed my funds and again she said I needed to take this issue to the merchant because my dispute was closed. 
I am one of millions Americans that live day by day, my husband lost his job because of Covid and because of his age he can not find a job, we are living on my SSDI check and my daughters check but having her on XXXX XXXX does not mean that the hospice covers for all her needs. We have no vehicle to transport her to her appointments and tests, all of our bills are past due including our {$1000.00} NV Energy bill and we are very behind on our mortgage so getting the funds back will be a big help. I really need this issue to be resolved, if the bank paid then why do I have the two items on my credit report? If the rental car received payment why did they sent me to collections? If the bank held the money, why my account is minus {$1000.00}? I am drained and overwhelmed with everything but my baby gives me strength to keep going. Please, I am begging you for help, I really do not know what to do. 

Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation