Consumer complaint received 2025-12-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

Complaint narrative:
Complaint Against : USAA Federal Savings Bank Product : Checking account / debit card disputes Issue : Misrepresentation of chat transcripts, failure to properly route documentation, and improper dispute closure for insufficient documentation Short summary for CFPB form : USAA claims that August 3031, 2025 chat transcripts show my dispute documents were located and successfully forwarded to the disputes team, but I have the complete transcripts and they show the opposite : agents could not locate the documents, repeatedly said they were still pending or not received, and my disputes were then closed for insufficient documentation. USAAs written response misrepresents what actually occurred and ignores a systemic document-routing failure. 

Full Complaint Narrative I am filing a complaint regarding USAA Federal Savings Banks handling of my dispute documentation and its inaccurate description of what is stated in the XX/XX/XXXX and XXXX, 2025 chat transcripts. 

In a written response, USAA stated that the chat transcripts from XX/XX/XXXX and XXXX, 2025 confirmed the documentation was located in the disputes folder and successfully forwarded to the disputes team. 

This statement is factually incorrect. 

I have complete copies of all three relevant chats, and there is no point in any of them where a USAA representative confirms that : My documents were successfully located, Identified in the disputes folder, Received by the dispute department, or Successfully forwarded to the appropriate team. 

1. No confirmation in any transcript that documents were received or forwarded Across all three chat sessions, the transcripts do not contain any clear statement that my documentation : Had reached the dispute department, or Was actually being used in the investigation. 

There is no language in the chats that matches the claim in USAAs letter that the documents were successfully forwarded to the disputes team. 

2. The chats actually show confusion and inability to locate the documents Instead, the XX/XX/XXXX and XXXX chat transcripts show : Multiple agents expressing confusion about the status of my uploads, Repeated statements that the documents were still showing as pending, routed, or not received, Agents contradicting each other about whether the documentation was visible or where it was in the system, and No confirmation at any point that the disputes team had actually received or reviewed my documentation. 

These facts directly contradict the written statement USAA made summarizing these chats. 

3. Screenshots confirm the documents remained pending beyond USAAs stated timeframe From my USAA app, I have screenshots showing that my uploaded dispute documents were still marked as pending well beyond the 48-hour timeframe that USAA claims is standard for routing documents to the disputes team. 

This indicates that the problem was : An internal document-routing failure, and Not user error or failure to upload documents. 

4. Disputes were closed with insufficient documentation despite my uploads USAA closed these disputes with the stated reason of insufficient documentation. 

If USAA had : Successfully located my documents, Forwarded them to the disputes department, and Received them in any usable manner, then the disputes should not have been closed for insufficient documentation. 

The very fact that they were closed on this basis supports the conclusion that my documentation was never properly routed, received, or reviewed, regardless of what USAA now claims in writing. 

5. Multiple disputes with the same failure indicate a systemic issue This did not happen just once. Three separate disputes experienced the same issue within a short timeframe : The documents repeatedly showed as pending or not received, Agents were unable to confirm successful routing, and The disputes were ultimately closed for insufficient documentation. 

This pattern strongly suggests a systemic failure in USAAs handling and routing of customer-uploaded dispute documentation. 

Instead of acknowledging and addressing this, USAAs response attempts to deny demonstrable facts and mischaracterizes what is clearly shown in the chat transcripts. This is concerning and does not align with accurate record-keeping or fair dispute handling.

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