Consumer complaint received 2025-09-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Fee problem
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS

Complaint narrative:
I. Introduction I submit this rebuttal because USAA Federal Savings Banks ( FSB ) response to my CFPB complaint is incomplete, inaccurate, and misleading. I have extensive records including USAA correspondence, chat transcripts, call records, and account statements that directly contradict their version of events. USAAs mishandling of my account caused significant financial, personal, reputational, and property damages. XXXX. Contradictions and Evidence XXXX. Authentication & Access Timeline USAAs Claim : I failed authentication on XX/XX/XXXX, and did not regain access until XX/XX/XXXX. Evidence : XXXX XX/XX/XXXX letter ( Exhibit A ) stated they had received my ID submission. I did not have a valid drivers license at that time ; my DMV record shows my license was issued XX/XX/XXXX ( Exhibit B ). Conclusion : USAAs statement is factually impossible and undermines their credibility. XXXX. Fraudulent Transactions USAAs Claim : I validated Kansas XXXX and XXXX XXXX transactions and only later disputed them. Evidence : My XX/XX/XXXX chat transcript ( Exhibit C ) shows I immediately reported theft of my wallet and phone ( XX/XX/XXXX ) and disputed all unauthorized charges. USAA agent XXXX confirmed this, opened Fraud Case # XXXX, and submitted the disputes. Evidence : On XX/XX/XXXX, USAA Senior VP of Fraud Operations ruled in my favor on one claim and made a temporary credit permanent ( Exhibit D ). Conclusion : USAAs statement to CFPB is false. XXXX. Returned Payments & Account Reopenings USAAs Claim : No returned payments occurred ; account was properly closed. Evidence : I have proof of XXXX returned payments, including {$1200.00} in fees ( Exhibit E ). Evidence : My account was reopened 32 separate times after being closed ( Exhibit F ). Conclusion : USAAs handling was erratic and inconsistent. XXXX. Altered Transaction Dates USAAs Claim : Transactions occurred on dates I could control. Evidence : On XX/XX/XXXX, USAAs agent confirmed XXXX  charges posted on XX/XX/XXXX and XX/XX/XXXX, and XXXX XXXX  charges on XX/XX/XXXX ( while I was locked out ). My bank statements show these charges lumped under XX/XX/XXXX ( Exhibits G & H ). Conclusion : This suggests altered records, preventing me from proving unauthorized access. XXXX. Closed Account Still Generating Statements USAAs Claim : My deposit account was permanently closed. Evidence : In XX/XX/XXXX, I received a statement for an account closed since XXXX ( Exhibit I ). Conclusion : USAAs recordkeeping is unreliable and may involve inaccurate credit reporting in violation of the FCRA. XXXX. {$7500.00} vs. {$6900.00} Discrepancy & Missing Check USAAs Claim : I owe {$6900.00} ; a $ XXXX check was properly handled. Evidence : Total charges were {$7500.00} ; the check issued while I was incarcerated was cashed without my authorization. XXXX. Documented Damages Because of USAAs mishandling and false charge-off reporting, I suffered catastrophic harm, including : 1. Truck repossession : {$45000.00} loss XXXX. Missed court hearing bench warrant XXXX. Police raid and arrest : law enforcement breached two doors with guns drawn in front of my wife and my XXXX and XXXX daughters XXXX. XXXX  : 6 days in XXXX  XXXX. Bond losses : {$10000.00} forfeited ; {$3000.00} additional cash required for new bond XXXX. Home damage : {$25000.00} in repairs from forced police entry 7. Returned payment fees : {$1200.00} XXXX. Reputational harm : Neighbors assumed XXXX  involvement, destroying my reputation XXXX Business closure : forced to shut down due to reputational damage, long-term income loss Direct Financial Losses ( Updated Subtotal ) : ~ {$91000.00} Consequential / Collateral Damages : Could add {$50000.00} $ XXXX for business closure, emotional trauma, and family harm. IV. Regulatory Violations Regulation E ( EFTA ) : USAA failed to conduct a fair, reasonable investigation of fraud disputes. FCRA : Inconsistent reporting of closed accounts and charge-offs risks inaccurate credit reporting. CFPB Misrepresentation : USAA provided false timelines and omitted facts proven by their own records. V. Requested Relief I respectfully request CFPB require USAA to : XXXX. Reopen and reinvestigate my disputes in full, considering all evidence XXXX. Produce copies of internal fraud logs, notes, and recordings XXXX. Remove all negative and inaccurate credit reporting tied to these disputes XXXX. Compensate me for documented damages, including : {$45000.00} truck loss {$25000.00} home repair costs {$10000.00} bond forfeiture + {$3000.00} additional bond {$1200.00} in returned payment fees Vehicle repossession losses Business closure / lost income Emotional and reputational harm to me and my family VI. Conclusion USAAs own letters, chat transcripts, and account statements prove their CFPB response is false, incomplete, and misleading. Their actions caused extraordinary financial, personal, and reputational damage. I ask CFPB to intervene, hold USAA accountable, and ensure a full and fair resolution. Respectfully submitted, XXXX XXXX XXXX, XXXX XXXX ( XXXX. ) XXXX XXXX XXXX XXXX, XXXX, KS XXXX

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