Consumer complaint received 2025-10-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I am submitting this formal complaint against USAA Bank for their mishandling of a consumer dispute in which the bank sided with the merchant despite clear and documented evidence that the product I purchased was not what I ordered, paid for, or agreed to. 
Background of the Dispute : On XX/XX/year>, I purchased a custom cake for {$140.00} from XXXX XXXX XXXX  for my sons XXXX birthday. The agreement, made in writing, included : A custom Simpsons-themed design based on photos I provided. 
A strawberry shortcake flavor ( with vanilla only as a backup if unavailable ). 
A confirmed pickup time of XXXX XXXX, with full payment made in advance. 
Despite clear communication and documentation, the business : XXXX. Failed to deliver on time. I waited nearly XXXX minutes past the scheduled pickup. 
XXXX. Delivered a cake that did not match the agreed-upon design or the submitted photos. 
XXXX. Used the wrong flavor ( vanilla instead of XXXX XXXX ). 
XXXX. Admitted that the topper and other details were not completed or accurate. 
I provided USAA with extensive evidence during my dispute submission, including : Photos of the cake ordered versus what was received. 
Email and text correspondence confirming the original order and agreed flavor. 
Proof of full payment and the merchants acknowledgment of errors. 
Issue with USAAs Decision : Despite this clear documentation, USAA denied my dispute and sided with the merchant. The bank claimed the merchant fulfilled the order, which is factually incorrect and contradicted by photographic and written proof submitted with my dispute. 
Banks have a fiduciary and regulatory duty to protect consumers from fraudulent, deceptive, or misleading merchant practices, particularly when products or services are not as described. USAAs failure to uphold this standard reflects a lack of due diligence and contradicts consumer protection principles outlined under the XXXX XXXX Billing Act ( FCBA ). 
Why This Decision is Unjust : The merchant knowingly delivered a cake that did not match the contracted design or flavor. 
The merchant admitted that the cake did not match what was ordered. 
The merchant attempted to offer only a partial refund ( {$25.00}, later {$50.00} ) rather than correcting the error, which further confirms acknowledgment of wrongdoing. 
USAAs investigation disregarded the evidence I submitted and failed to protect my rights as a consumer. 
Requested Resolution : I am requesting that XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX this matter and assist in urging USAA to : XXXX. Reopen and reconsider my dispute claim with all supporting evidence. 
XXXX. Refund the full {$140.00} due to the merchants failure to deliver goods and services as described.

3. Review internal dispute handling procedures to ensure future investigations are conducted fairly and in accordance with consumer protection standards.

I trusted USAA to act in good faith and protect my financial interests. Unfortunately, their actions have caused undue frustration and financial loss despite my compliance and clear documentation of the issue.

I have attached the following supporting materials for your review : Copy of my original dispute letter to USAA Photos of the cake ordered versus received Proof of payment and written communication with the merchant USAAs denial notice Thank you for your time and attention to this matter. I respectfully request that both USAA and the relevant consumer agencies take this complaint seriously and provide a fair resolution.

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