Consumer complaint received 2025-06-07 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: TX

Complaint narrative:
On XX/XX/scrub>XXXX XXXX I made a purchase using my USAA debit card from an online store called XXXX for {$190.00}. The website appeared trustworthy at the time of purchase, and I placed the order for multiple items. 

Shortly after placing the order, I discovered concerning reviews indicating the company was possibly fraudulent. I immediately contacted the seller and successfully canceled part of my order. On XX/XX/scrub>XXXX XXXX XXXX the merchant responded via email, confirmed the cancellation, and promised a partial refund of {$99.00} within 7 business days. 

The refund was never processed. Part of the order that was eventually shipped was completely different from what was advertised. The remaining high-value item ( the bean bags ) was marked as delivered, but tracking information shows that it was delivered to a completely different state, not to my address. I never received this shipment. 

After multiple attempts to contact the merchant, they stopped responding, shut down their website, and later rebranded under a new name using the same product images, pricing, and sales tactics to continue the same fraudulent operation. This is part of a deliberate and ongoing scam targeting online consumers. 

I submitted a debit card dispute with USAA, providing all documentation : the merchants written refund confirmation, proof of misdelivery to another state, photos of the incorrect item received, and evidence of the merchant shutting down and rebranding under a new fraudulent store. Despite submitting all this clear and detailed evidence, USAA denied my dispute. 

This complaint is not only about the money but about protecting consumers who have acted in good faith. As a military veteran and loyal USAA customer for over 11 years, I expected my bank which publicly states its mission is to " facilitate the financial security of its members, associates, and their families through the provision of a full range of highly competitive financial products and services '' to provide proper consumer protection, especially against clear and documented fraud. 

Regardless of the outcome, I am extremely disappointed that USAA, an institution founded to serve and protect military members and their families, failed to stand by its own stated mission. As a loyal member for over 11 years and a XXXX veteran, I trusted USAA to protect me against this clear fraud. The fact that I am forced to escalate this matter to regulators to seek basic consumer protection is deeply concerning. USAA exists because of its members, and protecting them from genuine fraud should be its highest priority. 

I respectfully request that the CFPB review this case in full, hold USAA accountable, and ensure they properly investigate and resolve this dispute in accordance with their mission and consumer protection responsibilities.

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 monetary relief