Consumer complaint received 2026-04-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
I am submitting this complaint regarding USAA XXXX XXXX Banks handling of multiple debit card disputes totaling {$6500.00} related to a travel package purchased through XXXX XXXX XXXX ( merchant : XXXX * XXXX XXXX ). These transactions include : {$510.00} ( initial deposit ) {$2900.00} {$2900.00} All charges are tied to a single bundled travel contract that was materially misrepresented and partially not fulfilled. Specifically, the package included services such as daily breakfast and coordinated travel experiences. However, upon arrival, breakfast was denied on multiple days, and the hotel confirmed that breakfast was not included in the rate, contradicting the package terms. Additional elements of the experience were also inconsistent with what was represented at the time of purchase, resulting in a loss of value of the overall package. I filed disputes with USAA for these transactions based on partial failure of performance and services not rendered as described. I provided supporting documentation, including correspondence and confirmation from the hotel regarding the breakfast issue. USAA denied the disputes, stating that no error occurred. I then submitted a detailed reconsideration packet with additional documentation and escalated the matter, including contacting the Office of the CEO. I also sent a formal written notice outlining procedural deficiencies in the investigation. Despite this, USAA has maintained its position and has refused to reopen or further escalate the disputes, stating that the matter was reviewed in its entirety. My concern is not only with the outcome, but with the adequacy of the investigation. It appears that USAA relied primarily on the merchants position and did not fully evaluate the consumer-provided evidence demonstrating that contracted services were not provided as described. This includes documented confirmation that key components of the package were not delivered. Additionally, I am aware of another traveler on the same trip, XXXX XXXX, who experienced similar issues related to services not being provided as described and who filed a dispute with her financial institution, which resulted in a finding in her favor. While each case is evaluated individually, this further supports that the issues encountered were not isolated and reflect a broader failure in the services provided. I can provide a statement or additional corroboration if needed. Given that these transactions were part of a single bundled contract and that material portions of the services were not provided, I believe this constitutes a valid dispute under Regulation E, and that the investigation did not adequately assess the evidence of partial non-performance and loss of value. I am requesting that USAA conduct a proper review of the dispute that fully considers the supporting documentation and the nature of the service failures, and that appropriate corrective action be taken.

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