Consumer complaint received 2019-01-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Money was taken from your account on the wrong day or for the wrong amount

Complaint:
I am very disappointed in the service I have received from USAA Credit Card Services division. I have been banking with USAA with several years. I filed disputes on my account the first week of XXXX due to my wedding planner XXXX XXXX with XXXX XXXX XXXX XXXX not rendering services that I paid to her. I've sent in documentation so I could have a strong case so it will be in my favor. When I first called to start the disputes I was told that I just needed to send in contracts and the police report. I did so. I told the representative that I have more documentation but the lady told me that contracts and police report was good enough. I've called several times checking on the status of my disputes. I was told that everything will be sent electronically and if I had any questions that I should call which I did but for some reason no one could answer the questions that I had. As well they will tell me someone will call me back. I have told USAA a good time to reach me and for some reason they can not respect my wishes. I have told them to call between XXXX-XXXX due to my work schedule. I get calls early in the morning, lunch and etc. There have been several errors in my dispute and every time I bring it up to XXXX, which is not the analyst over my account, she says I will call you back. I'm not understanding to why every time I have a question, I have to get a call back and not be able to talk about the disputes right then and there. I will mention that some disputes were permanent and she's not aware. One dispute says it will be reversed but in the same sentence it says it will be permanent. Also a dispute was made for {$2200.00} for XX/XX/XXXX and that was not true. It was for a different amount. Also, made the comment to " why was I still paying my wedding planner if she was taking my money and not paying my vendors. '' That was a very disrespectful comment. XXXX XXXX has stolen several thousands of dollars, do you really think I was going to keep paying her if I knew. My wedding was XX/XX/XXXX, I did not know XXXX XXXX did not pay my vendors until the night before my wedding. Now my time is up and my money is being reversed becuase my information was not legible. I just found it out on XX/XX/XXXX. Not one time did USAA call to let me know that my documents was not legible. I also have proof that XXXX XXXX admitted to taking the money and she owed me the money that she stole from me. I got 2 disputes that were permanent but is kind of weird how the others were not. I was told they were not in my favor, nothing else. I had one dipute that stated that I signed a contract. Yes I signed a contract that she breached. My wedding occured on XX/XX/XXXX and we had 4 vendor issues and well XXXX XXXX services in which I am due a refund XXXX XXXX XXXX XXXX. I have been unsuccessful in my attempt to get my refund back to Ms. XXXX XXXX. I've contacted Ms. XXXX and was promised a refund back to my accounts and that promise has not happend. All of the business website, social media have been deactivated and recent attempts have not be been answered. I have also been in contact with Investigator XXXX with XXXX County Sheriff 's department about my case. I'm just very disappointed at the run around, not answering questions, calling whenever they want, and overall service that USAA provided. 

On XX/XX/XXXX I received notification was low. I have complained several time about USAA taking money out my account and resolving the problem that I am having. I keep being told someone will contact me and no one is contacting me. Every time I contact USAA the representative claims to notate my account but they are not and when they do it has nothing to do what was talked about on the phone. 

I am still waiting on a call and have not received one. XXXX mentioned it was a mistake and that the funds that were not suppose to come out on XX/XX/XXXX and they did. I need my money replaced NOW. I just called and the representative XXXX just lied and said I was sent something on the XX/XX/XXXX to send in more documentation. That was not true. He also mentioned that he would find documentation and he put me on hold. He could not find documentation. XXXX said it was too late to send any information in because everything was being reversed. Not one time did anyone send and email nor did I receive a call to let me know that I need to send in more documentation.

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