Consumer complaint received 2026-04-20 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: DE

Complaint narrative:
I am filing this complaint regarding USAA Federal Savings Banks handling and repeated denial of my debit card dispute in the amount of {$3300.00}. USAA has denied my claim multiple times on the basis that it was filed outside of the required notification timeframe. This determination is incorrect and fails to account for the material facts of the transactionspecifically the merchants ongoing misrepresentation, repeated delays, and the resulting delayed discovery of fraud. This transaction involved a purchase from XXXX XXXX XXXX ( XXXX XXXX ) for goods/services that were never delivered. Timeline of Events : * Date of Purchase : XXXX XX/XX/XXXX * Initial Promised Completion Date : XX/XX/XXXX * Subsequent Delays and Excuses : XX/XX/XXXX to XX/XX/XXXX * Merchant Claimed Product Was Completed : XX/XX/XXXX * Product Was Not Delivered XX/XX/XXXX * Refund Requests Made : XX/XX/XXXX * Merchant Agreed to Refund but Failed : XX/XX/XXXX and XX/XX/XXXX. * Date Fraud Became Reasonably Apparent : XX/XX/XXXX * Date Dispute Filed with USAA : XX/XX/XXXX. Following payment, the merchant engaged in a consistent pattern of deceptive conduct, including providing multiple completion dates that were not met, repeatedly delaying delivery, and claiming the product was completed and ready when it was not. The merchant also agreed on multiple occasions to issue a refund but failed to follow through. I made several good-faith attempts to resolve the issue directly with the merchant by requesting status updates, proof of completion, and refunds. The merchant continued to provide inaccurate and misleading information, including false completion claims and unfulfilled refund promises. These actions reasonably led me to believe the transaction was still in progress or would be resolved, delaying my ability to recognize that fraud had occurred. The fraud became reasonably apparent only after the merchant failed to deliver the product and failed to honor repeated refund commitments. I filed my dispute promptly at that point. USAA has improperly calculated the notification timeframe from the original transaction date without considering the delayed discovery caused by the merchants ongoing misrepresentation. This is an incomplete and unreasonable application of Regulation XXXX error resolution requirements, which require evaluating when an error becomes reasonably apparent to the consumer. By failing to consider the documented pattern of deception and my repeated efforts to resolve the issue, USAA has not conducted a reasonable investigation and has incorrectly denied my claim. This case involves services not rendered and a clear pattern of deceptive business practices. I acted in good faith at all times and reported the issue as soon as the fraud became reasonably apparent.

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