Consumer complaint received 2025-12-16 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

Complaint narrative:
Complaint Against : USAA Federal Savings Bank Product : Checking account / debit card dispute Issue : Failure to provide required dispute documentation and premature closure of investigation Short Summary for CFPB Form USAA closed my dispute ( ending in XXXX, filed XXXX XX/XX/XXXX ) after only 27 days instead of allowing the full merchant response period and has not provided the documents it relied upon in making its decision. I am requesting the complete investigation fileincluding all internal notes, merchant communications, and evidencein accordance with 12 CFR 1005.11.

Full Complaint Narrative I am requesting assistance regarding USAA Federal Savings Banks handling of my dispute ending in XXXX, which was filed on XXXX XX/XX/XXXX and closed on XXXX XX/XX/XXXX. 

USAA has not provided the documentation required under federal law, and the dispute appears to have been closed prematurely before the standard merchant response window elapsed. 

1. USAA closed the dispute after only 27 daysshorter than the full merchant response period This dispute was closed three days before the full 30-day merchant response timeframe typically allowed under XXXX chargeback procedures XXXX 

XXXX XXXX, like other merchants, is entitled to a full response window before a dispute is finalized. Closing the dispute early raises questions, including : Whether the merchant was actually contacted, Whether the merchant had sufficient time to respond, Whether USAA terminated the investigation before receiving all relevant materials, and Whether the premature closure affected the accuracy or completeness of the investigation. 

I am requesting clarification on why the investigation was concluded before the full allowable merchant response period. 

2. USAA has not provided the evidence or internal documentation relied upon in making its determination To understand the basis of the favorable dispute outcome, I am requesting : All documents reviewed by the dispute department, Internal notes and records, Any communications to or from XXXX XXXX, Any authorization logs or merchant documentation, Any screenshots, correspondence, or evidence that USAA relied upon to close the investigation. 

As the consumer, I am entitled to these materials under 12 CFR 1005.11 ( e ), which requires USAA to provide : all documentation relied upon for the determination. 

USAA has not provided this information despite my request. 

3. Clarification is needed regarding any merchant response Since the dispute was finalized early, I need to know : Whether XXXX XXXX submitted a response, The date USAA sent the merchant inquiry, The date any merchant documentation was received, The full and complete copy of any materials the merchant provided, and Whether the merchant responded at all before the dispute was closed. 

If XXXX XXXX did not respond, I need confirmation that the dispute was finalized under no-response procedures, and an explanation of why the full merchant window was not observed. 

If the merchant did respond, I am requesting the full copies of all documentation used.

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