Consumer complaint received 2023-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC

Complaint narrative:
Filed a dispute on the charge against a company that didnt complete work for my home. The company submitted fraudulent documents and I have proof to show that. USAA never attempted to reach out to me during the investigation to verify documents or discuss the investigation. They immediately took the word of the company without even discussing it with their member. Now they have told me they wont do anything about it and it is up to me to deal with it directly with them and in court. USAA has scammed me out of money and is a horrible company to bank with. I would never recommend them to anyone. They have become so horrible and dont do anything to assist their customers. Someone from their member solutions team called me and said their investigations dont need to involve the member and its up to their discretion how they complete their investigation. It makes no sense that they wouldnt reach out to all parties and listen to all involved but thats the kind of company they have become. 

On XX/XX/XXXX I hired XXXX XXXX XXXX XXXX to come out and diagnose and fix my washing machine. XXXX came out and diagnosed the issue as a lid lock issue. I agreed for him to complete the work to fix it. Once he did the work the washing machine still did not work. He told me it must actually be a drain pump issue and that he doesnt have any drain pumps with him and he would have to order it. XXXX never came back out to fix the machine. I have tried to call the company back multiple times and they never responded to me. I was charged {$340.00} for this work that was not completed. I then disputed the charge with USAA. USAA did their investigation and just now in XXXX Im finding out that they have accepted the charge and believe XXXX XXXX XXXX XXXX because they submitted documents to prove it. The documents they submitted however are falsified. They have fake signatures and dates on them as I have a copy of one with different signatures and no dates. XXXX XXXX lied about everything, wont contact me and USAA wont help me. They have told me they believe the other company over me and wouldnt review any documentation I had to submit. They told me I had to go to court or work it out directly with them even though the company does not speak with me. 

The document that is all in black and white showing two signatures show the work was started and completed with the date of XX/XX/26. My receipt is the colored copy with only one signature on the started work line and no date. Neither of these are my signature at all. My signature look nothing like this to start with. And the third document is a screenshot showing I received a copy of this receipt on XXXX. Meaning the dates on their receipt are falsified because how could I receive a copy of the receipt on XXXX with one signature but their copy shows a signature and a date for XX/XX/26.

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