Consumer complaint received 2024-10-29 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: GA

Complaint narrative:
Case # XXXX : XXXX XXXX, XXXX- Provisional Credit applied to checking account - temporary credit {$200.00}. 

XX/XX/XXXX- Provisional Credit reversed - determined transaction was not fraudulent. 

XX/XX/XXXX - Per my request to receive the information/documents used to investigate and decline my dispute and to assist with my efforts to investigate the fraudulent charge - I received a letter stating after a thorough investigation it was determined that this activity is not fraudulent based on this was chip read/tap to pay transaction. 

XX/XX/XXXX - Received a letter stating USAA received my request for the documentation/information used in resolving my claim, attached to the letter was a copy of the XXXX XXXX, XXXX letter, the XX/XX/XXXX letter, and XXXX XXXX XXXX. USAA did not provide the requested information. 

XX/XX/XXXX - Received letter stating, after a thorough investigation it was determined that this activity is not fraudulent based on chip was read in transaction, and chip can not be counterfeited. For this reason the dispute will remain closed and you must resolve with the merchant. USAA did not provide the requested information. 

XX/XX/XXXX - Emailed USAA : President and CEO Director and CEO Member Relations XXXX XXXX XXXX USAA Fraud Manager Requesting the transaction logs, audit XXXX, authorization codes, and location data, of all declined and approved transactions from XXXX XXXX - XXXX, XXXX. 

Was the card used online, in store, hand keyed, or swiped, via tap or chip inserted? 

Name/Company Name, Address, Telephone Number, Business ID, Business currently Open or Closed, Date Opened and/or Closed, etc. 

Signed Merchant receipt History/Complaints of fraud from person or business that received payment for the disputed transaction. 


XX/XX/XXXX - Emailed USAA : President and CEO Director and CEO Member Relations Following up on a voicemail from CEO office, Bank Specialist. 

XXXX XXXX, XXXX - Emailed USAA : President and CEO Director and CEO Member Relations Returning CEO office, Bank Specialist voicemail and requested to receive the information in my letter to assist with my investigation. 

Received phone call from CEO office, Bank Specialist.

Explained to Bank Specialist I purchased 1 drink. The charge for 1 drink does not appear on my statement. A charge for {$200.00} US dollars appears on my statement and this charge I am disputing. I stated I would agree with {$200.00} XXXX Pesos which would convert to maybe {$10.00} XXXX dollars. I also told him a XXXX search shows the transaction was from a business/location that is closed and the address is not a tourist area or a business, it's someone's home. He advised he would speak with the fraud department and get back with me. 

XXXX XXXX, XXXX - Case number changed to XXXX Received Letter stating we are following up about a dispute you submitted involving a foreign transaction on your debit card account. Case # changed and incorrect amount of {$180.00} was documented on the letter. XXXX credit of the foreign transaction fee of of {$2.00} was credited to my checking account. 

XX/XX/XXXX - Case number changed back to XXXX Received letter stating after a thorough investigation it was determined that this activity is not fraudulent based on, due to your dispute has already been submitted as fraudulent. We are unable to send my dispute to nonfraud at this time. Once a dispute has been submitted we are unable to change the submission. USAA did not provide the requested information. 

XXXX XXXX, XXXX - Emailed USAA : President and CEO Director and CEO Member Relations Fraud Investigation Case Manager Informing the Bank Specialist I spoke to I received a decision on XXXX XXXX denying my fraudulent activity claim based on the Fraud Department 's determination the charge was not fraudulent. According to the denial letter, the Fraud Dept. understood from your conversation with them a request to resubmit the claim as non fraud. 

The denial determination was due to my dispute being submitted as fraudulent and the Fraud Department inability to resubmit my claim as non fraud. The Fraud Department misunderstood your attempt to convey our conversation regarding the fraudulent charge. 

To clarify our conversation on XXXX XXXX and to have it in writing, I communicated to you : On the date of the unauthorized, fraudulent charge, I purchased XXXX drink. 
The charge for XXXX drink does not appear on my statement. 
A charge for {$200.00} XXXX dollars appears on my statement and this charge I am disputing. I stated I would agree with {$200.00} XXXX Pesos which would convert to maybe {$10.00} XXXX dollars. 

The charge Posted on XX/XX/XXXX and authorized on XXXX, XXXX XXXX XXXX  XXXX {$200.00} is a fraudulent charge. I am not asking for this charge to be resubmitted as non-fraud. 

And I provided my bank statement with the disputed charge highlighted and a copy of my friends bank statement with the places we visited the date of the fraudulent charge to show the place I ordered a drink from did not charge my card. Instead the fraudulent charged was authorized. I also provided pictures of the location that comes up when I google the transaction. And expressed signs of fraud being : No Phone number - No Contact Information Temporarily Closed as of XX/XX/XXXX Permanently Closed as of Today with reviews of being a scam and proof of victims banks blocking fraudulent charges. 
XXXX view of the location/area for the charge, the area is not a tourist location, Not a business, it's someone's home. ( see video attached and Pictures Below ) And I attached my letter requesting detailed information so I can investigate the charge. 

XXXX XXXX, XXXX - Case number changed back to XXXX disputed amount : {$180.00} Received letter stating we've completed our investigation, based on the information provided we've determined an error did not occur for the following reasons : the notification of your dispute is outside the required notification timeframe as referenced in your deposit agreement. However, we have reviewed all the information and/or documentation received and are unable to determine that an error occurred. Amount referenced for this decision transaction amount {$200.00}.

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