Consumer complaint received 2026-03-24 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: WA

Complaint narrative:
Bank : USAA Federal Savings Bank 1. Amount in Dispute {$4300.00} charged by XXXX XXXX ( See Attachment A Bank Statement ) 2. Unauthorized / Excess Charges Charges exceed agreed XXXX XXXX reservation pricing Multiple withdrawals occurred days apart, often for hundreds of dollars These charges were not authorized under the original agreement ( See Attachment B XXXX Reservation & Transaction Records ) 3. Merchant Representations ( XXXX XXXX ) XXXX representatives verbally agreed to honor the same weekly rate for each 3 additional weeks i was in possession of their vehicle. I relied on these verbal rates quoted to be a factual representations of what was to be withdrawn from my USAA bank account. Phone conversations can not be recorded ; I submitted supporting screenshots and written context ( See Attachment C Supporting Screenshots ) 4. Mechanical Failure & Termination of Rental Vehicle experienced mechanical engine failure and became inoperable Vehicle had to be towed I chose to end the rental, not continue or accept a replacement vehicle The vehicle type ( XXXXXXXX XXXX ) is associated with known to belong to National recall for mechanical engine issues. The exact vehicle iI was renting. ( See Attachment D XXXX XXXX XXXXXXXX Evidence ) 5. Charges for Unusable Time & Missing Funds I was charged for approximately 2.5 days of a weekly rental during which the vehicle was not drivable No credit was issued for this unusable time Deposit was not returned 6. Evidence Submitted to USAA I provided : Reservation confirmation ( XXXX XXXX ) Screenshots and written documentation Breakdown/towing evidence Detailed explanation of events USAA did not meaningfully review or address this evidence. 7. Provisional Credit Timeline Provisional credit issued in XXXX XXXX Reversed on XXXX XXXX XXXX Reversal occurred without a completed or reasonable investigation. Told I needed to reopen case. USAA failed to protect my fundsXXXX XXXX car rental withdrew money from my account using my debit card without my being present. 8. USAA Investigation Failures USAA provided no evidence from the merchant supporting the charges. I was never shown documentation used in their decision USAA issued approximately 40 letters stating no error found These repeated statements demonstrate no meaningful review of my submitted documentation or images ( See Attachment E USAA Correspondence ) 9. Incorrect Assumptions by USAA USAA referenced cancellation dates that do not exist This was a single continuous rental ( one vehicle, one location, no cancellation ) Demonstrates a fundamental misunderstanding of the dispute 10. Documented Bank Error USAA referenced an incorrect amount ( {$400.00} instead of {$4300.00} ) Demonstrates inaccurate and careless handling ( See Attachment F USAA Letter ) 11. Duration of Issue Dispute ongoing since XXXX XXXX No meaningful resolution despite repeated submissions 12. Key Problem USAA failed to conduct a reasonable investigation into : Unauthorized excess charges Repeated withdrawals Mechanical failure and unusable service Missing credits and deposit Submitted supporting documentation Instead, USAA relied on form responses and unsupported conclusions. 13. Harm Loss of {$4300.00} Loss of deposit and charges for unusable rental time Financial hardship due to reversal of provisional credit Ongoing unresolved dispute for multiple months. documented evidence that apparently was never investigated or reviewed. Significant time and effort spent attempting resolution. All supporting documentation has been compiled and is available, including evidence previously submitted to USAA. Due to the sensitive nature of financial and personal information, I am withholding uploads in this forum. I will provide complete documentation through a secure channel upon request.

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