Consumer complaint received 2019-10-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello, I filed a dispute about a charge on my USAA federal bank debit card where the merchant did not render the services that were promised and the dispute was greatly mishandled. The amount was {$220.00}. 

First I was sent a letter saying I had to provide additional documentation for my dispute by XX/XX/XXXX, but my dispute was closed before being allotted the full time period to provide documentation. 

I called them back and had them re-open the dispute. When they did I was told to upload my photos as evidence which I did. While on the phone the rep stated to me that the services that were provided to me from the merchant didn't look satisfactory and she/the merchant needed to give me my money back. Thus he could clearly see the photos. 

On another call I was told that if the merchant re-buttled I would have the opportunity to provide any additional evidence before the dispute was closed. That did not happen I did not have the chance to provide any additional statement or evidence in fact they stated to me that they could not see my evidence, that the photos were in black and white, so why would they close the dispute instead of contacting me for more photos? and how could the contact representative see the photos in color, but all of a sudden they were in black and white when it came time to settle the dispute? 

On XX/XX/XXXX at XXXX I received an email stating that they sent my information to the merchant to dispute and it would take up to 45 days to get a response. 

On the same day one minute later at XXXX I received an email that the transaction was closed. The rep told me that the photos were in black & white so they could not see them, but the first rep was able to see them. Also how was my dispute sent to the merchant and one minute later resolved if it normally takes up to 45 days? 

The rep also told me that someone would contact me regarding my dispute its been 7 days and no contact. I have re-uploaded the photos though. 

I feel that USAA is not sufficiently working my dispute and just closing it. I do not know why I am being discriminated against, but they have not advocated on my behalf nor provided a fair dispute process. 

The complaint was three wigs that I had colored and/or cut. 

The first wig the merchant colored 1/4 of a wig. I don't know who only wants the right front side of their hair colored. 

The second wig was supposed to be bleached blonde. It was auburn and very splotchy and unprofessional. 

The third wig was supposed to be cut into a short bob. It was cut so short and so uneven that one side was longer than the other and the bang was so short its no way to ever make it look like the style asked. 

I did not receive what I asked for. In fact honestly because she colored 1/4 a wig and also cut a wig uneven I feel I was scammed because she handed the wigs to me in a bag to take home and I did not see the full extent until I got home where I contacted her but she refused to refund my money. I spent about {$500.00} for the wigs and she scammed me and ruined them and USAA will not allow me a fair dispute process to get my money back.

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