Consumer complaint received 2021-11-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
USAA bank has taken over {$300.00} from me in the past year by refusing to permanently issue credits to my account after disputing certain transactions. 

-XXXX XXXX my car was fraudulently towed and I had to pay {$290.00}. I explained that to USAA, but Im assuming since I couldnt prove it by XXXX they took the credit back. Not even 3 months later the business closed due to too many fraudulent tows and Im still being refused my {$300.00}. 
XXXX XXXX I ordered a {$45.00} duffel bag to take with me to give birth, but it didnt arrive on time so I bought one in person and returned the one that was mailed. During that time I got a new debit card so the funds never went back onto my card. In less than the 90 days they say it takes to investigate they closed my case and took my money, because I didnt send proof of the return when I know I did send them the email confirmation from where I ordered the item. In this case it shouldnt have been a dispute to begin with because I no longer have the item and proved it! Plus the refund was processed from the retailer so if the funds werent found at USAA they shouldve been PERMANENTLY issued but were reversed as well. 
XXXX XXXX I ordered from XXXX XXXX XXXX and spent about {$92.00}. My order was delivered an hour late, the food was disgusting and even after experiencing every part of that horrible service and then some, the manager was even more rude and refused to refund me, even just partially for the horrible delivery. Id never eat there again yet was being forced into according a gift card just so he could get off of the phone. It was enough to have asked for a refund if it had been an in person transaction, but I believe I was treated that way because I was at home. I disputed this after the manager refused to help otherwise and once again before the 90 day investigation mark the funds were reversed from my account. 

There are a couple of other charges where I was told nothing could be done just because I was unhappy with the outcome, but isnt that the point of us being the consumer spending money? Im sure Im not the only one to expect a refund when I dont receive what Ive paid for.

USAA did continue to refuse refunding any funds and told me they couldnt tell me any resources to help get my funds back. Im a XXXX veteran with a XXXX XXXX XXXX I dont have money to just throw away. Ive never had these issues at any other bank Ive had, they always do their due diligence and unfortunately in this case I was failed and let down. 
PS. After speaking to an agent recently I discovered that even though I have online alerts turned on I wasnt getting any emails from USAA notifying me to submit any proof/ paperwork. I didnt know about submitting anything extra till I called them to ask why the credits were reversed and I dont think I should be held liable for that since the site has numerous glitches Ive even seen myself.

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