Consumer complaint received 2025-12-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Money was taken from your account on the wrong day or for the wrong amount
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Since my prior communication, USAA has only partially corrected the problem. There were three debit card point-of-sale transactions in XXXX, XXXX on XX/XX/year>, totaling {$630.00} : XXXXXXXX XXXX XXXX {$170.00} ( Dispute ID XXXX ) XXXX * XXXX {$250.00} ( Dispute ID XXXX ) XXXX * XXXX {$200.00} ( Dispute ID XXXX ) After my CFPB complaint, USAA sent a letter XXXX XX/XX/year> stating that the provisional credit of {$170.00} for XXXXXXXX XXXX XXXX is now permanent credit and no further action is needed on my part. I appreciate that, but it only addresses one of the three related XXXX transactions. 

On XX/XX/year>, USAA sent separate Debit Card Dispute Settled letters for Dispute IDs XXXX ( {$250.00} ) and XXXX ( {$200.00} ), again denying both disputes. Those letters state : The information requested to continue the investigation on your authorized transaction was not received or contained insufficient information. 

This is not correct. I provided a detailed written dispute statement explaining exactly what prices were quoted in USD, that no receipt was given, that no currency or exchange-rate option was presented, and that the final posted amounts were much higher than what I authorized. I re-submitted that statement when USAA reopened the disputes after the first CFPB case. 

Also on XX/XX/year>, USAA sent a Response to Request for Documentation letter for Dispute ID XXXX. Instead of providing any merchant documentation, the letter simply says : There is insufficient evidence to support your claim as we have determined the alternate payment made was for a separate transaction. 

USAA does not identify what alternate payment they are referring to, provides no record of such a payment, and still does not supply any itemized receipt or POS records from the merchant. I made only the disputed card purchase ; there was no separate alternate payment. When I spoke with USAA earlier, I was told they could not get a response from the merchant, yet they continue to rule in favor of the merchant while producing no merchant evidence at all. 

The result is that USAA has : Credited only {$170.00} of {$630.00} in XXXX overcharges ; Denied the remaining {$460.00} ( the two XXXX * XXXX transactions ) by claiming I failed to provide information, even though I did ; and Refused to provide any merchant documentation or clear explanation of how they determined no error occurred without a response from the merchant. 

I believe this does not meet Regulation Es requirement for a reasonable investigation of alleged errors on debit card transactions. USAAs handling of these disputes does not meet Regulation Es requirement for a reasonable investigation because they denied my claims without obtaining merchant documentation, ignored detailed written information I provided, repeatedly changed their stated reasons for denial, and refused to supply any of the documentation they say they relied on. In one related transaction and in the separate XXXX dispute, they later overturned their own liability decisions after CFPB involvement, which shows that their original investigations were not conducted properly. There is no evidence of a genuine fact-based investigation for the remaining {$460.00} ; only boilerplate letters shifting blame to me.

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