Consumer complaint received 2026-03-08 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: CA

Complaint narrative:
USAA 's Violation of Regulation XXXX and Consent order they are already under from XXXX On XX/XX/XXXX I contacted my bank due to my intent to dispute a transaction due to the merchant not responding to multiple requests for a refund. I had to contact USAA initially because I could not find the transaction in question on my banking logs I was looking for a transaction for {$77.00} and some change and I could not find it and I informed the USAA employee that this is what I was doing and I couldn't find it after a while of them searching and asking me questions regarding this transaction ( like the date of it etc etc etc ) the employee not only found the transaction but also informed me that the amount taken out of account didn't match the amount listed on my receipt and is the reason I couldnt find the transaction..... So with this additional information that I just received plus my initial plan to dispute the transaction to begin with because the merchant would not respond to my request for a refund even though my receipt had clearly stated and showed that I could within 180 days of purchase. I began the dispute transaction process during this same phone call. And then during this phone call I was asked multiple things by the USAA employee to include things like where is the merchandise currently which I answered and told him it was in my possession then they asked me have I tried to return the item and or get a refund for it and I said yes I tried on two separate occasions and requested a refund with The merchant of which they both ignored and didn't respond to and then the last thing he asked me was what is wrong with the merchandise itself why did I want to return it initially and I explained to him that it was a scam and that nothing they claimed about the item was true let alone it being full dentures. As what I got was kids XXXX teeth Other claims were it being made and shipped from the XXXX yet the tracking info provided showed it was shipped from XXXX. And even my receipt showed a different company name who made the product of which was also shown on the product box on their website was actually different then what was on the product box I received. Cause they were making fake copies of the actual company 's box and providing fake XXXX teeth instead of actually full dentures. They were pretending to be the actual company that does make a product that I was trying to buy but they were able to trick me untill I got the item in the mail. Also note that I was unable to return to the website due to XXXX informing me that there was a huge security issue with the website and was currently being hacked. I informed the merchant of this issue when I asked about tracking info of which they just stated " sorry for the inconvenience '' .... and all these convos that I had with the merchant I provided to usaa that same day i started the dispute ( XXXX XXXX 2025 ) along with the receipt, images of what I got and the 2 different requests for a full refund that went ignored and unanswered. 3 days later on XX/XX/XXXX there was a document posted to my account online mind you I didn't know it was there until XXXX something when I noticed I had a physical letter that was from USAA at my house that I had not opened yet and upon opening it it showed and said that my claim was denied so I called USAA and say hey and ask them why was it denied and they said that well I didn't respond to the request for more information well then at that point I went and looked and dug deep into my account to find the request they were referring to I found it and it basically requested the three items they already had the information for where the merchandise was, what was wrong with the merchandise and did I attempt to return the item and or get a refund which all those things are already answered and explained to them during this XX/XX/XXXX phone call so I don't know why they would label it as additional information if it's already information they currently have at that point it's not additional it's just repetitive..... asking me the same thing they had already asked me once that I had already answered. And then on the denial itself it said that due to their request for more information going unanswered and looking at what they did have there was no error and denied my claim. And after the fact I have received all documents related to and used to make their denial decision..... and not only is there nothing from the XXXX phone call that started the claim to begin ( no notes listed or transcript of the convo ) there was also nothing from the merchant themselves..... proving that they didn't even respond to USAA. So by ignoring information they had already ( the phone calls ) while also ignoring that there system was automatically deleting documents and replacing them with different ones that I submitted of which the receipt was submitted 3 different times, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. And it was established during the XX/XX/XXXX phone call that something was going on with said documents as I was informed that on the XXXX XXXX dates I just listed there was no receipt but there was a duplicate document... so after the USAA employee figured out that my receipt document was being tampered with I uploaded it again for the XXXX time along with a screenshot proving that on XX/XX/XXXX I had uploaded 3 different documents. And this time the document wasn't tampered with but it also was not added to my claim file even though usaa had the document for at least 24 hours prior to making a denial decision on my appeal. So for them to ignore the initial phone call that started and opened up the dispute case but to also ignore my on multiple occasions request for them to go look and listen to that very same conversation and then the lack of any documents from the merchant themselves and the fact that they confirmed receiving at least some documents from me of which were images of the product itself and my two requests for refunds that went ignored and unanswered by the merchant so legally at that point since the merchant didn't respond to USAA it's on USAA to prove that the transaction is Legal. Of which they had enough evidence in their possession during both decisions that were made to not deny my dispute and rule.iny favor. By ignoring all this evidence and information they had in their possession is a clear violation of regulation e and of the consent order that they are currently already under from 2019. My apologies for this long description but it was necessary to explain the depth of USAAs violation of regulation e and of the consent order they are already under for doing this exact same thing previously

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