Consumer complaint received 2019-12-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
USAA Checking Account XXXX {$240.00} charges Dispute Facts : BACKGROUND : I was born and raised in Puerto Rico and English is my second language, whoever I served for 28 years to the XXXX with an XXXX  XXXX  and currently a XXXX XXXX XXXX Veteran. I have some XXXX  XXXX. 
My wife is XXXX  as well and due to her medical conditions ; she has been a XXXX customer for a long time. Around three years. 
She has a Primary Health Insurance ( XXXX XXXX ) and a secondary ( XXXX XXXX ) due to my XXXX XXXX Veterans XXXX. Both insurances are honor by the service provider ( XXXX ) and the way they work is the deductibles ad copayments are billed to the secondary insurance and they always paid it. 
In couple of times XXXX sent me invoices ( last on XX/XX/XXXX ) asking me for deductible whenever they do not bill correctly the primary or secondary. My wife usually call customer service and the situation was solved. 

FACTS : On XX/XX/XXXX I checked my account and found about {$240.00} charge from XXXX that were pending. I immediately called USAA Customer Service to inquire about the charges and the representative told me that those charges were on pending status and that I need to wait until show on my accounts to file a dispute. I asked my wife to call XXXX Customer Service to seek information about the billing and the charges they sent to USAA. The same day the XXXX customer service representative denied the charges and even mention that the amount does not match the amount they going to bill the secondary insurance. I believe my wife told me that XXXX representative mentioned {$87.00}. 
On XX/XX/XXXX the {$240.00} was deducted from my account. On the same day XX/XX/XXXX or the next Monday, I filed a dispute thru a USAA Customer Service Representative and the temporary credit appear in my account. 
I received couple of emails mentioned the dispute process but when I went on line never found any documents or message about the dispute. 
On XX/XX/XXXX ( XXXX Friday ) I received an alert notification email about the {$240.00}. I was on vacation but, the next day Saturday I called USAA customer service and asked about the reverse credit. The representative mentioned that I need to submit a letter in writing thru the system explaining the facts of the dispute. That was the only requirement in order to adjudicate the dispute and close it. 
On Sunday night after I returned from the vacation at Georgia, I wrote the requested letter and uploaded into the USAA system. 
On Tuesday XX/XX/XXXX I called USAA customer service to inquire about the letter and the dispute. The representative acknowledges the letter receive and mentioned it will take from 3 to 5 days to get the dispute solve. 
On Friday XX/XX/XXXX I called USAA customer service again and the representative told me that the process may take up to 10 days and there is nothing they can do. She also mentioned that the Dispute Team analyst received the letter on Monday XX/XX/XXXX. She told that wait until I receive a call from the analyst because she putted a note for him to call me. 
On Tuesday XX/XX/XXXX I received an afternoon call from the analyst named XXXX to talk about the process. I explained him that I sent the letter and also that his previous request was never clear in term of a document or message. That was why I did not send the letter before. He could not sustain his evidence ( Letter requirement ) request on the conversation. When I explained him about the primary and secondary insurance, and how they work he asked me for an Explanation of Benefits ( EOB ) letter from my secondary insurance where it showed the payment. I explained him that I dont keep those records because I dont utilize them to file my taxes, and I have no use to the EOB except just to read it and know the insurance billed amount and services provided. I also explained him that I do not recognize that EOB because as I mentioned him the XXXX representative on XX/XX/XXXX denied the amount billed and she even denied sent a bill to USAA. The USAA Dispute Analyst insisted on the EOB in order to re-open the dispute, and I explained him that I can not provide a document that do not exist. I asked him to please get with his leadership, and open the dispute that he closed erroneously. There was a long talk but he finally agreed to send the information to his supervisor and open the dispute. He told me that he was going to call me on the next day ( Wednesday ). 
On Friday XX/XX/XXXX I called again the USAA customer service representative that mentioned that she was going to put a note for the Dispute Analyst to call me. I asked to speak to a higher and that is when I spoke with this lady from some type of customer resolution team. She told me that in the Dispute Analyst notes he recorded that he can not re open the dispute because I refused to provide my EOB as evidence. In his note he also wrote that he told that he will call me back when he has a solution. I told the lady that both were lies and explained her again my Tuesday conversation with XXXX. She encouraged me to wait for his call and I told her that he already makes a decision and I mentioned couple of inappropriate words like he going to said XXXX. At that time my anxiety  was elevated to the higher and I decided to hang up the call and wait for the USAA Dispute representative call. 
On XX/XX/XXXX at XXXX XXXX Eastern Time I received a call from the Dispute Analyst ( XXXX ) stating that the case can no be open because I did not provide him the EOB letter. I explained that this document is protected by the Health Insurance Portability and Accountability Act ( HIPPA ), which a US Federal law that prohibited ask for this type of information. Anyway i went  back and recalled him that the XXXX denied those charges and that is why the document does not exist. The USAA dispute analyst stated that without the EOB the case will not be re-open. The USAA dispute analyst finally uploaded the resolution letter that he claimed was uploaded on XX/XX/XXXX into my USAA record and notification. 
This is to the best of my knowledge my communications with USAA trying to get my money back and some additional for the anxiety and stress to deal with USAA. I believe the USAA institution has made an extremely poor service and want to state that way as a customer for more than 13 years. 

EVIDENCE : I included the last invoice from XXXX dated XX/XX/XXXX as evidence that the service provider invoice me the customer before charge me. 
I included the letter requested and sent to the USAA Dispute analyst dated XX/XX/XXXX. 
I included the letter from USAA Dispute team dated XX/XX/XXXX.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief