Consumer complaint received 2022-10-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I opened a case dispute on XX/XX/2022 this was a debit card transaction that I was part of a previous credit from a merchant. The bank applied that credit to another disputed transaction and therefore this transaction the became the focus of dispute. the bank has refused to communicate with me. I am XXXX I have a XXXX  condition it XXXX XXXX  and I suffered a XXXX  while trying to deal with the stress of this banks awful customer service. In reality this was a new and not outdated dispute because the action usaa took rendered it now as an erroneous charge again. This card was never presented at the location it was never provided directly to this merchant ( hotel ) In fact USAA can see from other transactions that I was not at that location or in that country. Since my XXXX my XXXX has been XXXX and I cant XXXX  on the phone. USAA Website member contact link is not available/not operable. I questioned why after XXXX days the provisional credit was not posted ( through member chat ) and I was promised escalation communication. as other members note this does not happen. I have repeatedly requested merchant response documentation copies but they ignore email to executive communications general email and then the member chat portal. I have copies of multiple attempts and none have been responded to. I am XXXX and can not get any response. The dispute analysts only want to call and speak in person. Before I XXXX my XXXX the analyst had me send documents DIRECTLY to private email at her home without going through secure portal. I was very worried and asked for investigation about non secure way of getting documents from customer. They have refused to respond to any of my concerns. The agents don't know was XXXX access is. Some of the chat agents have looked up that there is no access working in the portal but they have no other options. They just say they escalate and someone will contact but they don't. I have agents be rude and they don't help particularly now I have XXXX XXXX. there is no way to get help with anything other than chat and they told me my only option is to write in! i have all this documented in chats. The wider dispute is very complicated and this is a part of it. it involves third party information that i need to know is secure. they will not directly communicate with me. I have been assigned XXXX advocates initially but the one has not responded to my bullet point concerns and requests after over XXXX weeks. I asked her about XXXX access as I was starting to have negative symptoms. The stress this banks failure to respond and communicate is very damaging. The agent was dismissive, obstructive and denigrated me when I raised my limitations with regard to my XXXX and asked him to review the prior chat that get disconnected. Immediately afterwards they closed a dispute without properly investigating or communicating with me as i had requested for weeks. The supposed CEO office does not respond to the general email box and the chat is ineffective. As a XXXX individual it feel as though they deliberately cut off any access to direct XXXX way communication at ab escalated level despite multiple requests.

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