Consumer complaint received 2026-04-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY

Complaint narrative:
I am filing this complaint against USAA Federal Savings Bank regarding its repeated refusal to properly process and resolve a valid debit card dispute, despite clear written documentation from the merchant confirming that I am owed a refund and that the refund must be handled through my bank by way of dispute. On XX/XX/XXXX, I prepaid {$420.00} for airport parking using my USAA American Express credit card. On XX/XX/XXXX, when exiting the airport parking garage, I was required to pay again at the exit in the amount of {$630.00}, and the only way to pay at the exit was with a XXXX card. Because of that system limitation, I used my USAA Visa debit card to pay the {$630.00} exit amount. After being charged this exit amount, I contacted the merchant, XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX, to address the overcharge and request the appropriate refund. The merchant responded to me by email and clearly stated that a {$140.00} overstay fee was incurred, but that I should dispute {$490.00} of the {$630.00} exit charge with my bank. The merchant explicitly wrote that they had validated the issue, that the most efficient way to refund me was through a credit card dispute, that they could not access my exit payment card information to refund me directly, and that if my bank submitted a dispute for exactly {$490.00}, they would honor it and the amount would not be placed back on my card. They also stated that if a different amount were disputed, it would be denied. This written statement is critical because it confirms three things : first, that I am owed {$490.00} back ; second, that the merchant could not process the refund directly ; and third, that the merchant specifically instructed me to recover the amount through my bank dispute process. Based on that written instruction from the merchant, I submitted a dispute with USAA on XX/XX/XXXX for the exact amount of {$490.00}. The same day, USAA sent me a letter requesting evidence to support the claim. I promptly submitted the ticket stub from the parking transaction and the merchants email through the USAA website portal. In other words, I provided the exact supporting documentation necessary to show that the merchant acknowledged the refund was owed and had directed me to pursue it through my bank. Despite that documentation, on XX/XX/XXXX, USAA sent me a notice stating that it had completed its investigation and determined that an error didnt occur, based on a thorough and reasonable investigation, and that the {$490.00} temporary credit would be reversed on XX/XX/XXXX. This notice did not explain why the merchants written instructions and refund acknowledgment were not sufficient, did not identify any missing evidence, and did not provide any meaningful basis for the denial beyond generic conclusory language. After speaking with a USAA customer service representative, I reopened the dispute on XX/XX/XXXX and made sure again that all necessary documentation had been provided. On that same day, I received an electronic document from USAA acknowledging that my request to reevaluate the dispute had been received and advising me to allow up to 30 business days for review. However, that same day, I also received another electronic document from USAA stating that the information requested to continue the investigation on my authorized transaction was not received or was insufficient, and that for that reason the investigation was complete and the dispute was closed. These same-day conflicting notices are deeply concerning. One message indicated the matter was under reevaluation, while another stated it had already been closed for lack of information. I had already submitted the supporting documents, and no one from USAA was able to identify what additional information, if any, was supposedly missing. From that point forward, I called USAA every week to check the status, verify that all documentation had been received, and ask whether anything further was needed from me. According to my records, I contacted USAA on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. During these calls, I consistently attempted to cooperate in good faith, provide whatever was necessary, and obtain a meaningful explanation of what was preventing resolution. No one was able to explain why my documentation was insufficient, what specifically was missing, or why the dispute continued to be denied. On XX/XX/XXXX, I filed a formal complaint by phone with a USAA customer service representative and was told I would receive a call from a representative. I never received that call. On XX/XX/XXXX, I called again and was told essentially the same thing. That representative advised me that if I did not hear back by the following week, I should request a Member Resolution Team. On XX/XX/XXXX, I received yet another electronic document from USAA stating that it had completed its investigation and determined that an error didnt occur after a complete review of internal records and relevant information. The same day, I received another document again saying that USAA had received my request to reevaluate the dispute and that I should allow up to 30 business days for review. I did not make another reevaluation request that day. It appeared that USAA internally generated or attributed another request to me, while simultaneously sending a denial and another pending-review notice. This inconsistent handling made it impossible for me to understand the true status of my dispute. Following that, I contacted USAA and requested the Member Resolution Team. During that call, I again went through the full history of the dispute. The Member Resolution Team representative could not explain what was wrong with my claim, could not tell me what additional documentation was needed, could not provide any notes from the dispute team explaining the denial, could not see my prior formal complaint, and could not see the prior calls or notes that should have existed from my repeated contacts. The representative also could not provide a meaningful resolution beyond telling me to wait another 30 days. In effect, I was placed into a repeated cycle where my dispute was reopened, left pending without communication, then denied using generic language, with no one able to explain the reasoning and no accessible internal record of the prior handling. To be clear, I have proof of the parking transaction, proof of the charges, proof of the merchants written acknowledgment that I am owed a {$490.00} refund, and proof that the merchant specifically instructed me to pursue that amount through my bank dispute process because the merchant could not issue the refund directly. This was not a speculative claim. It was supported by direct written communication from the merchant and by my transaction records. Despite that, USAA has now put me through multiple dispute cycles without meaningful review, explanation, or resolution. My concerns are not limited to the outcome itself. I am also concerned by the broader way USAA handled this matter. Specifically : USAA repeatedly issued generic denial notices without identifying the factual or procedural basis for denial. USAA sent conflicting notices on the same day indicating both that my dispute was being reevaluated and that it was closed. USAA repeatedly claimed information was missing or insufficient, yet no representative could tell me what information was lacking. USAA failed to maintain or surface internal records of my repeated calls, formal complaint, and prior dispute-handling notes in a way that allowed the issue to be effectively reviewed. USAA failed to provide me with access to anyone who could actually explain the banks reasoning or resolve the matter. USAA effectively forced me into a repetitive 30-business-day cycle with no substantive communication and no meaningful progress. As a result of this process, I have lost significant time, have been forced to repeatedly revisit the same issue over several months, and have been denied a refund that the merchant itself acknowledged I am owed. I have been a USAA member since XXXX, and this experience has completely undermined my confidence in the banks dispute resolution process. I respectfully request that the CFPB require USAA to do the following : First, conduct a genuine and substantive review of my dispute by a qualified team with access to all submitted documents, prior calls, complaint history, and internal notes. Second, provide a clear written explanation identifying the precise reason the bank believes my dispute does not qualify, including how USAA evaluated the merchants written acknowledgment that I am owed {$490.00} and that the refund had to be handled through the dispute process. Third, process and credit the {$490.00} dispute amount consistent with the written documentation from the merchant. Fourth, investigate why USAA repeatedly issued contradictory notices, why internal complaint and call records were not visible to its own escalation personnel, and why no representative was able to tell me what was supposedly missing from my submission. Fifth, review whether USAAs dispute practices in this matter comply with applicable consumer protection and dispute-handling obligations, particularly where a consumer provides direct written evidence from a merchant confirming a refund is owed and must be resolved through the bank. I made every reasonable effort to resolve this directly with USAA before filing this complaint. I timely disputed the charge, submitted the requested documents, reopened the matter multiple times, called repeatedly to verify status and documentation, filed a formal complaint internally, and escalated to the Member Resolution Team. Despite all of that, USAA has provided no meaningful explanation and no resolution.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation