Consumer complaint received 2026-04-14 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
I am here to put forward a complaint regarding USAA Federal Savings Bank 's inadequacy in investigating a billing dispute which I had submitted XXXX months back. This has to be a direct violation of the Fair Credit Billing Act ( FCBA ) and the available federal dispute resolution guidelines. XXXX XXXX XXXX XXXX ( documented and attached ) : XX/XX/year> : I filed a formal dispute concerning a charge of {$1600.00} by XXXX XXXX, which was confirmed by the merchant to have been erroneously made post a cancellation. XX/XX/year> : USAA asked for supporting documents and assured that I would get an update in about XXXX hours after the submission. XX/XX/year> : I uploaded the necessary documents through USAA 's secure document center. The tracking system showed an " received, '' " escalated, '' and " processed '' status. XX/XX/year> : USAA closed the dispute stating that there were no documents received, which is a direct contradiction to the document center status. XX/XX/year> : I reopened the dispute and resubmitted all necessary documents. After not receiving any updates in the stipulated time period, I reached out to USAA and was again informed that the documents had not been received. XX/XX/year> : I resubmitted the documentation in different formats ( PDF, DOCX, and image files ) and took screenshots of the upload confirmations and status indicators. XX/XX/year> ( same day ) : I got in touch with USAA again and was told for the third time that no documents had been received. I told the representative that I had proof for my submission. I was then given the assurance that the case would be reopened and reviewed. XX/XX/year> : I was sent a communication from USAA that they were puzzled as to why the documents were submitted, even though the disagreement was ongoing and multiple prior submissions were made. XXXX XXXX XXXX Incompetency in Conducting Investigations : Despite several instances of documented proof provided, USAA still has not conducted a proper inquiry or taken action regarding the dispute. - Information That Was Both Contradictory and Misleading Multiple agents said the documents were not available ; this was against the system records that showed they were received. - Closing Dispute Incorrectly : The dispute was closed down without looking into the collected evidence. - The Length of Dispute Acceptably Long : This dispute has been lingering for more than XXXX months without achieving any tangible progress. XXXX XXXX XXXX I have faced potential consequences that are detrimental to my account such as late fee penalties which are directly related to the disputed charge. - I have utilized significant amounts of time and effort whilst continuously submitting documents in an attempt to get this issue sorted. - The absence of a solution has led to an ongoing financial load.

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