Consumer complaint received 2018-10-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/18 : Filed a dispute with USAA for services not delivered as agreed for two transactions in the amount of {$1200.00} ( Case #  XXXX ) and {$1000.00} ( Case # XXXX ). These transactions were part of an installment agreement for the total purchase price of my certification course, which was required to be completed by XX/XX/2018. I inquired if any documentation was needed. Rep informed me I would receive an e-mail with instructions on how to upload my supporting documentation into the portal. 
XX/XX/18 : Uploaded ALL supporting documentation into USAA portal : Contract, Missed appointments, data errors, missed classes due to instructors just not showing up, and the database where all of my findings, journaling, and notes needed to pass my two-levels of certification tests were lost forever leaving me unable to complete or catch up with material prior to the deadlines. 
XX/XX/18 : Rec 'd correspondence from USAA on Case # XXXX. Case decisioned in merchant 's favor for the following reason : Time frame to dispute had elapsed. I was notified the of {$1200.00} would be placed back on my account XX/XX/18. 
XX/XX/18 : Called USAA for clarification of decision. I was told that no supporting documentation had been provided. I challenged that and was told that the documentation I provided was in another database and was asked to upload docs again. Same day, I also received correspondence from USAA stating they were JUST submitting Case # XXXX ( {$1000.00} ) XX/XX/18 : USAA placed debit of {$1200.00} ( Case # XXXX ) back onto my checking account, leaving not only my account unable to be used due to insufficient funds, but also froze my mother 's active account, that my name appeared on. This caused Mom to be unable to receive her SSI and Disability benefits to pay her bills. This issue was escalated to XXXX XXXX in the Executive resolutions Dept. 
XX/XX/18 : USAA re-opened Case # XXXX requesting additional ( SAME ) information I originally sent twice before. 
XX/XX/18 : Received correspondence from USAA stating temporary credit being placed back on my account for Case # XXXX in the amount of {$1200.00} and was advised to CLOSE the account with my mother and open a NEW ACCOUNT with just my mother 's name to avoid impact. This was completed. 
**Unsure of date, but chronologically correct : Case # XXXX in the amount of {$1200.00} resolved in my favor. Reason : Services not delivered as agreed. 
XX/XX/18 : Received notification that Case # XXXX ( {$1000.00} ) was NOT resolved in my favor. Reason : Not sufficient evidence to support dispute. Authorization prior to cancellation. I was advised that the credit would post back to my account XX/XX/18. 
XX/XX/18 : Called to dispute decision and escalate my concerns. I believe this is Disparate Treatment, as you can not agree and support one dispute and decline the second for the same reason, same case. 
XX/XX/18 : {$1000.00} posted back to my account, freezing all activity AGAIN. 
XX/XX/18 : Spoke with XXXX XXXX XXXX in Executive Resolutions Dept. I voiced my concerns and was advised that the decision was made because the dispute was filed differently. I told XXXX that when I called to file the dispute, I only gave the rep the dates and amount of the transactions in dispute and what happened. I can't be held responsible for how the rep input the dispute. I requested he listen to the recording and was told it was too far back to pull the call. My wife works in XXXX XXXX XXXX XXXX XXXX XXXX XXXX and I spent 15 years as a XXXX XXXX XXXX XXXX XXXX XXXX so I know that is NOT TRUE. I told XXXX  I felt this was Disparate Treatment. he acted as if he didn't even know what that was! When I told him I would be filing a complaint with the CFPB, he told me to be very accurate, as it would only come back to him, as if he had already made his decision ... .WOW! 
Impacts : Currently my account is closed. My wife and I have been banking with USAA for over 15 years. We've even included our family members. It is the only checking account I have ( had ). This is impacting me in numerous ways. My bills are set up to come out of this account and things are being declined left and right. One minute my account is active, the next it is not. mom had to call all of her creditors and SSI and pension due to this inconvenience.

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