Consumer complaint received 2025-11-05 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: TX

Complaint narrative:
XX/XX/year> Office of the Comptroller of the Currency XXXX XXXX XXXX XXXX XXXX Texas XXXX Re : Regulation E Dispute/Complaint on USAA To Whom it may Concern, We are sending in this complaint against USAA due to a Regulation E Dispute we made to them originally on XX/XX/year>. We informed them that our account number XXXX had three fraudulent charges made. 
XX/XX/year> - {$220.00} to XXXX XX/XX/year>- {$1100.00} XXXX XX/XX/year>- {$2300.00} XXXX They provided us provisional credit, which they called debit card refund while they completed their initial investigation. Once they completed their investigation they indicated to me that they determined the {$220.00} to XXXX and the {$1100.00} to XXXX were deemed fraudulent ; however, on XX/XX/year> the {$2300.00} one to XXXX was not determined to be fraudulent. 
I requested a copy of ALL the documents they used during this investigation and emailed it to them on XX/XX/year>, and then sent a second letter to XXXX XXXX ( in which I still have not received any word back from her at all ) who is higher up within the USAA organization on XX/XX/year>. I requested for the documents be provided to me within XXXX business days of receipt of the letter. 
I received a response from them on XX/XX/year>, that they received my concerns and would work with their CEOs office and get back to me to discuss the issue. 
I left a few messages with them during these few days requesting them to call me back and then contacted them again at midday on the third business day to inquire about the copies I requested. They replied to me about something that had nothing to do with this request. I contacted them to inform them that what they sent to me had absolutely nothing to do with my request for copies of their full investigation into why they deemed the {$1100.00} charge to XXXX fraudulent ; however, they did not deem the {$2300.00} charge to XXXX fraudulent. I requested that they send me exact conversations with XXXX on how one of these charges was fraud and not the other since we did NOT authorize any of these transactions.

To date, over a week later ( and 5 business days ), we still have not received any copies that we requested from USAA concerning this matter, nor any correspondence from the bank as to why. 
USAA has since debited my account and has left my account overdrawn ( {$2200.00} ) and indicated I must pay them back from the provisional credit they provided. 
This will be a financial burden for my husband and myself as we live month to month from his VA XXXX payments ( he is XXXX XXXX XXXXXXXX ) and my school income if we must pay this money back that we did not authorize XXXX to debit out of our account. In addition, we have a son who is XXXX  & XXXX and will have to reside with us the rest of his life. We do not have extra funds to pay this back, especially when we didnt even authorize the transaction. We do not understand how they can state that two of the charges were fraud and one of them wasnt when the charges were all within the same time frame. 
I then contacted XXXX directly this morning, XX/XX/year>, to inquire what information was provided to USAA that made them indicate this was not fraud since USAA is failing to provide me with this information. The employee I spoke with at XXXX instructed me that I should have contacted them directly rather than contacting USAA. They said if I had contacted them first, they would have given us our money back immediately. However, now that I have contacted the bank, they have no control in giving the money back and that it now must come from USAA. That conversation itself should prove this was a fraudulent charge. 
We are requesting your assistance in this matter since USAA will not return any of our messages and have not provided us with any documentation that was used during their initial investigation. 
We will also send a letter of this complaint to the Consumer Financial Protection Bureau and to USAA once again. 
We appreciate any assistance you can provide. If you need any further information from us, we can be contacted at XXXX and XXXX XXXX XXXX XXXX Texas XXXX. 

Sincerely, XXXX XXXX XXXX XXXX XXXX : Consumer Financial Protection Bureau Online portal : www.consumerfinance.gov/complaint/. 
XXXX XXXX XXXXXXXX XXXX  DC XXXX USAA abuse@usaa.com XXXX XXXX XXXX XXXX XXXX Texas 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