Consumer complaint received 2025-11-25 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: CO

Complaint narrative:
- XX/XX/XXXX. Following an online purchase this date, an internet merchant, identifying itself aXXXX XXXX XXXX XXXX XXXX charged my USAA ATM/DEBIT card {$96.00} for an online purchased item. 

- XX/XX/XXXX. After attempting to contact this merchant many times via phone and email with NO RESPONSE, I filed my initial dispute with USAA Bank Debit Card Dispute. 

- XX/XX/XXXX. While USAA initially gave me a ( provisional credit ) of {$96.00} back to my checking account while they conducted their " investigation '' ; they also asked me for additional information on the online purchase. I provided that information via the USAA web portal, uploading the requested information into My Documents ( XX/XX/XXXX ). 

- XX/XX/XXXX. USAA Bank " reversed '' the temporary credit of {$96.00}. Citing that the information I provided was " insufficient ''. I called USAA Bank several times and spoke to ( XXXX ) different supervisors in the dispute department. They all agreed that the information I provided seemed sufficient to them, and they did not know why the dispute was not ruled in my favor. They all cited that it is the " back office team '' ( whom ever that is ), and only they can answer questions on dispute resolution processing times, investigatory information, etc. 

As requested by USAA Bank, I provided the name of the merchant, identified multiple attempts at contact, that I never received the merchandise, and that I was CLEARLY the victim of an internet FRAUD/SCAM. 

XX/XX/XXXX. A USAA Dispute Team Supervisor referred Case # XXXX to the USAA Executive Resolution Team. I was told that I would be receiving a phone call to ensure my needs as a USAA member were addressed. I received no such phone call. Also, the USAA website has the date of submission for this case # listed as XX/XX/XXXX? CLEARLY I did not submit this ATM/Online Dispute claiXXXX XXXX XXXXars ago! When I asked about the date error to the XXXX, their response was " well ... that's not right ''. 

- XX/XX/XXXX. USAA Bank website now says the case is CLOSED. Citing that USAA completed a " ... thorough and detailed review .. '' of my dispute. In the past 30 days while I was waiting on the USAA decision, I have called XXXX more times, and spoken to USAA XXXX XXXX XXXX, all of whom could provide me with NO information as to why this resolution process was taking so long. 

- XX/XX/XXXX. This is UNPRECEDENTED for USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  USAA member. NEVER in all that time have I had to endure such " unprofessional and incompetent conduct '' by MY financial institution! I have wasted MONTHS of effort on trying to recoup the fraudulent {$96.00} my ATM Debit card was charged on XX/XX/XXXX. 

I therefore want USAA bank to do the following : XXXX ) Produce DETAILED supporting documentation on their communication between USAA Bank and the online merchant, XXXX XXXX XXXX 

XXXX ) Show ( merchant generated ) documentation that the item ordered was processed, shipped ( with a valid tracking # ), and that the item was received ( and verified ) by me. 

Absent of any of that information, this is still an OPEN USAA XXXX XXXX disputed transaction that USAA Bank is FAILING to effectively investigate and adjudicate for me as a USAA member. USAA Bank should be " ashamed '' of itself as a financial XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX above all else ... '' in its treatment of its members. 

I ask that the CFPB " force '' USAA Bank to do its job and work with me to legitimately investigate, and bring an equitable resolution to this matter. 

XXXX XXXX XXXX XXXX ( XXXX ) USAA XXXX # XXXX

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 monetary relief