Consumer complaint received 2018-01-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/XXXX I submitted a dispute to my bank ( USAA ) and spoke to them in regards to transactions that occurred on XX/XX/XXXX and XX/XX/XXXX. I acknowledged that I did authorize transactions that were made in XXXX but also informed them that the purchased money orders from XXXX were lost and stolen and asked my bank if there was a way they can stop payment or assist me in getting a refund for the money orders since XXXX did not assist me in trying to recoup the {$4000.00} that was purchased at XXXX. 

USAA did give me a temporary credit of {$4000.00} but since I did acknowledge that the transactions were made by me they reversed the temporary credit. On XX/XX/XXXX I received an email from my bank stating that they would be taking the temporary credit on XX/XX/XXXX. I informed USAA that I agreed with their decision to take back the temporary credit because USAA should have not been responsible for trying to get the stolen money orders back for me. I informed them that getting my refund should be XXXX responsibility and that my bank has done everything that they can as a financial institution. 

On XX/XX/XXXX my bank took the temporary credit of {$4000.00} back from my bank account. After the temporary credit was taken back I thought that the issue was closed and USAA was no longer involved in my attempt to get my refund my from XXXX. On XX/XX/XXXX I received a confusing email from USAA stating that after conducting their investigation they decided to rule in my favor and that my temporary credit was going to be made permanent. This email was very confusing to me because I thought that this matter was closed since USAA took the temporary credit back from my account on XX/XX/XXXX. 

After receiving this email I called USAA to verify if this information that I received in the email was correct. I spoke to somebody on XX/XX/XXXX and asked them when the temporary credit would be made available to me. The USAA representative I spoke told me that the temporary credit was already there and was made permanent. This was very confusing to me because I did not receive the credit at all. The representative then informed me that USAA gave me a total of {$8000.00} and took {$4000.00} back in XX/XX/XXXX. This information given to me was completely false because I never saw a total of {$8000.00} given to me as a temporary credit. I asked the representative why would the bank give me credit twice for a dispute and she informed me that it was a " glitch in the system. '' I told her that I never saw the {$4000.00} credited to me and that I did see them deduct {$4000.00} on XX/XX/XXXX but never saw an extra {$4000.00} in my bank account. 

I checked my bank account on XX/XX/XXXX I saw that adjustments were made to my bank transactions to make it appear that I was credited {$8000.00} even though I never saw that transaction until XX/XX/XXXX. On XX/XX/XXXX I received an email from USAA stating that they investigated my dispute/fraud claim and stated that they were reversing the temporary credit given to me. This email was confusing to me because I thought USAA 's investigation was completed on XX/XX/XXXX. On XX/XX/XXXX USAA deducted a total of {$2000.00} from my bank account causing my account to go into the negative of {$1600.00}. 

This is very suspicious to me because the transactions that were made at XXXX occurred on XX/XX/XXXX and not on XX/XX/XXXX. Attached are the receipt from XXXX that shows the actual transaction date. The emails from USAA are also attached.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation