Consumer complaint received 2025-07-30 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: NC

Complaint narrative:
In XXXX around the XXXX I was in XXXX when I was scammed and over charged not once but twice. Once I realized what happened I immediately called the store. Didn't receive a response so I returned the next day. I address the shop worker about the XXXX discrepancies even called the police filed a consumer protection report and everything. The merchant advised she would refund the monies if I didn't file but only refunded the smaller transaction not the one at USAA. I had immediately contacted the bank once I noticed what happened and tried to prevent the fraud from going thru but it did. USAA requested documents to include the receiptsbpictures of prices and I included the items as well. Now my dispute credit is being reversed due to insufficient information. I asked a chat representative would they reach out to the merchant or consumer protection they stated that's up to the investigation team. I provided everything I had which are items they requested. But I feel like if they are not reaching out to all parties I'm not getting a fair investigation on my behalf. Not that I expect rhe merchant to say yes we scammed your client but reach out to the XXXX  consumer protection the police department and all because this has cost me over {$1300.00} and left me in a country with no money access to money and now even more losses with a reversed credit. The issue at hand... I went XXXX XXXX to purchase face mask the store clerk kept trying to tell me everything was buy XXXX get XXXX free I kept saying ok but I only want the face mask. She kept trying to sell me other items I said ok I get its XXXX but I'm not interested. She the tells me she is adding free samples and gifts because its my first time in the country. I got to the register and presented my passport and she says her screen is broke she needs to swipe my card so I let her ( this was the usaa transaction ) she puts the items in a bag and then tells me she wanted to show me XXXX other thing so I said ok I'll get it just to leave the store. My usaa card declines ( which I didn't think it was due to insufficient funds but because I had recently swiped it and it froze ) so I used my XXXX XXXX credit card. Once I got back to my hotel I checked my cards and seen I was charged {$2000.00} for {$25.00} face mask. I called the store and usaa immediately for resolve. When I returned the following day is when the merchant said it was no refund so at this time i called police who Instructed me to call consumer protection.She stated if i didn't call consimer protection she would refund me but only refubded the XXXX XXXX charge. And at this time whe. I returned her the items from that transaction she took the ones i originally purchased and left me with XXXX items she said were samples and are not listed on any receipt. Now I have submitted everything I have and the bank is blaming and charging me saying I haven't provided enough but I gave everything I have and they haven't bothered to reach out to further assist to any of the parties involved. Under regulation XXXX it is my right to have a fair investigation. I can't help the receipts are in XXXX  I believe that I'd the problem but insufficient information isn't enough information and the fact they haven't done more isnt sufficient to resolve the claim especially when requested information was submitted around the XXXX or soon after it was requested. With the hope that the issue would be resolved.

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