Consumer complaint received 2022-07-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
I have been a consumer with USAA for over 15 years while serving in the XXXX XXXX XXXX XXXX 
Several occasions since XXXX I have been having problems with USAA with XXXX paying bills on time as well with drawls being done on time. XX/XX/XXXX, I had more than enough money to pay a bill to XXXX XXXX in the Amount of {$2700.00} via XXXX XX/XX/2022, USAA denied the electronic ACH then charging me an XXXX Fee of {$29.00}. I also had money transferred into my account to make sure it was reflecting all amounts. I do have proof of all transactions. On XX/XX/2022, {$410.00} was to be automatically deducted from my account from XXXX. On XX/XX/2022. USAA said I did not have enough money in my account to cover and asceses me another {$29.00} On XX/XX/XXXX. XXXX I had complained to USAA about unauthorized charges on my account for {$79.00} from DC XXXX XXXX for the months of XXXX, XXXX, twice in XXXX. USAA credit my account. The situation was I purchased XXXX XXXX XXXX for {$99.00}. Onetime payment for a total of {$110.00}. I did not realize my account was being charged {$79.00} until XXXX. I contacted the Merchant and they refused to give me back unauthorized charges for {$79.00} XXXX. I immediately called USAA and explained to them of the onetime purchase I made on XX/XX/2022, and received from XXXX XXXX. The other charges were not authorized, nor did I give them permission or did I receive any additional merchandise for XXXX XXXX to deduct any money out of my account. This is FRAUD. USAA took my complaint and credit my account. I have my military checked deposited into my USAA account twice a month. On XX/XX/2022, USAA charged me {$79.00} x XXXX which caused my account to have a XXXX affect to happen. Not only did USAA charge me back the {$79.00} x XXXX. They then asceses me XXXX XXXX {$29.00} for one of several payments I made to XXXX XXXX on XX/XX/XXXX. On the XXXX XXXX XXXX they have a feature where you can pay each transaction called ( Pay it ). On XX/XX/XXXX I made XXXX transactions $ XXXX $ XXXX $ XXXX XXXX and {$61.00} to pay through XXXX XXXX All transactions was completed on XX/XX/2022. On XX/XX/XXXX I did another payment {$140.00} which was not completed until XX/XX/XXXX and was denied and denied again on XX/XX/XXXX. Which I was asceses XXXX both times. When money is in my account. USAA reopened my case on XX/XX/XXXX after I complained once again. I come to find out that my case was never investigated. I have submitted all documents to USAA. My account is continuing to deplete because of their negligence. My Car note was denied again. I am scared to put money into this account due to their lack of responsibility. I ask to freeze my account and was told no. On XX/XX/XXXX they reversed another amount of {$79.00}. I again called USAA to see what is going on and why would they charge my account again if I had submitted all the documentation. I asked to speak to the fraud department and was told no. I asked to Freeze my account and was told no. I had filed a complaint with the FDIC ( Case number XXXX ) hoping I can have some resolution. They had notified me the case was transferred over to CFPB. Even today XX/XX/2022, the disputes has not been updated. The status of all XXXX disputes state they have been resolved on XX/XX/2022. How can the dispute be resolved when I was told all XXXX cases would be reopened? Which means from the consumer standpoint USAA never reopened my case. Even if they did not get the documentation on time. My case is not resolved. Incomplete maybe! I am a consumer ; I do not know what goes on behind the scenes of any bank. All I know is what I am shown and what is shown to me is negligence on USAA. Please note I have uploaded more documentation showing USAA representative told me on XX/XX/XXXX, XXXX and again on XX/XX/XXXX by representative XXXX. Whom told me there was no assigned investigator on my dispute cases. but I should see something 7 to 10 days from when it was reopened on the XX/XX/2022.

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