Consumer complaint received 2022-07-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Can't stop withdrawals from your account

Complaint:
I am writing this complaint and the faith that CFPB can assist me with a dispute a charge of {$300.00} to my debit card account on XX/XX/2022. Charges for goods were not the intended merchandised and delivery of property was different from that agreed upon with XXXX XXXX. The Washer and Dryer delivered damaged and the merchant refuses to take them back. 
I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. 
I reached out to the financial institution on the day of the delivery on XX/XX/XXXX. XX/XX/XXXX the bank failed to protect me as a consumer under the ( REGULATION Z ) and the Fair Credit Billing Act ( FCBA ) which to protect me the consumer against inaccurate and unfair credit billing and credit card practices. I also enclosed numerous calls made to the merchant that day and also numerous complaints against the merchant Also I filed an Attorney General complaint against the merchant. I was able to recover a part of my refund due to two forms of payment methods XXXX and USAA. XXXX was able to recover a part of that refund but USAA refuses to dispute. Once I file the dispute I never received any Electronic or mail communication with the bank All information was provided orally. I never consent to bank communication to be sent on their website. I had to through several communications on their website to get whatever information they said they needed from me. USAA failed to assign the case to any analysis. I had to call several times in other to assign the case to someone and they finally did, they slapped me when did I return the merchandise to provide a written statement and I never received any communications from the Financial institutions. I have stated clearly that the merchant refused refunds and they refused to collect the broken items from my house I was in any capacity to take two XXXX washers and dryers to be returned. Merchant also did a swap two of my XXXX XXXX washer dryer which only my dryer was not working and when I made the purchase both him and I had agreed to take my washer and dryer and pay {$700.00} for a set of white washer dryer and the hope that what I paid him worked based of his words that he had two fully function washer dryer for {$700.00} however, both defected items. This Merchant XXXX  XXXX has a reputation for unwillingness to resolve the dispute. In order for USAA not to dispute the charge, they prefer to yell at me, and hang up the phone on me, give me pushed back saying they are educating me on the procedures, refuse to transfer the call to the supervisor, state that they are not operating under any supervision. No legal document was sent to my house concerning the issue, requested for a supervisor to call and a dispute analyst to call, but nothing was done. USAA XXXXXXXX XXXX did nothing and ignored all of my requests. For them to dispute the charge with I tell me " I AM A VICTIM OF A SCAM '' they are telling me to state in writing when I returned the merchandise when I have clearly stated the merchant is not willing to return it. Once they provided provisional credit I went online through XXXX XXXX XXXX and buy myself a Washer with the provisional credit because I had no extra money to buy it brand new. Now USAA decided to deny the case and OVERDRAWN my account. I have no means to pay that or am unable to cover this overdrawn. On the same delivery day when the merchant brought the merchandise to my house, I reached out several times and sent pictures letting him know that the washer and dryer were defective. Also, I reached out to both USAA and XXXX to file the disputes Wholesaler household appliances in XXXX, Florida has Service options : In-store shopping Delivery Address : XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX : Closed Opens XXXX AM Wed Phone : ( XXXX ) XXXX Enclosed are copies of documents supporting my position and experience. Please correct the error on my account promptly.

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