Consumer complaint received 2026-07-13 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Consumer : XXXX XXXX XXXX Address : XXXX XXXX XXXX, XXXX, GA XXXX Bank : USAA Federal Savings Bank Account Types : Checking & Credit Card Credit Card Numbers Involved : Ending in XXXX ( cancelled ), XXXX ( replacement ) Issue Category : Fraud / Unauthorized Transactions/ Incorrect Reporting / Identity Damage I. Summary of the Issue This complaint concerns an unauthorized highvalue override processed by USAA on a cancelled credit card, followed by incorrect fraud/loss reporting, resulting in identity contamination across multiple financial systems. 

USAAs actions have caused : - False fraud classification - Chargeoff reporting - Account restrictions- Denial of debit card issuance - XXXX XXXX fraud flags- XXXX fraud flags- Negative credit bureau reporting - XXXX fraud escalation - Systemlevel identity damage I am requesting immediate regulatory intervention. 


II. Forced Cancellation and Card Status USAA instructed me to cancel the credit card ending in XXXX and issued a replacement card ending in XXXX. 
This cancellation was performed at USAAs direction. 

Therefore : - The XXXX card was deactivated - The XXXX card was activated - All legitimate transactions should have routed to the XXXX card - The XXXX card should not have been able to process transactions Despite this, USAA allowed a highvalue override on the cancelled card. 


III. Unauthorized Override on Cancelled Card USAAs own statement shows : - Available credit : {$3.00} - Credit limit : {$500.00} - Override amounts : {$1700.00} and {$99.00} - Override processed on cancelled card ending in XXXX - Override exceeded limit by over 300 % - Override occurred after cancellation - Override occurred after replacement card issuance This override was unauthorized and impossible under standard policy. 


IV. Documented Incapacity at Time of Override At the time the override occurred, I was : - XXXX  at XXXX XXXX - XXXX XXXX - Unable to authorize transactions - Unable to use any card - Unable to communicate due to a dead phone - Incarcerated shortly thereafter I possess : - Hospital records- XXXX  documentation - Medical records - Timeline evidence - Proof of replacement card issuance - Proof of forced cancellation - Proof of override on cancelled card These documents eliminate any possibility of my involvement. 


V. Authorized vs. Unauthorized Transactions Authorized transactions : - XXXX XXXX {$15.00} - XXXX XXXX {$10.00} - XXXX XXXX XXXX {$81.00} Unauthorized transactions : - XXXX {$1700.00} - XXXX {$99.00} The unauthorized transactions occurred on a cancelled card and were not initiated by me. 


VI. Identity Damage and Fraud Misclassification USAAs incorrect reporting has resulted in : - Fraud routing at multiple financial institutions - Identity verification blocks- Debit card issuance denial - Account restrictions- XXXX XXXX fraud flags- XXXX  fraud flags- Negative credit bureau reporting - XXXX fraud escalation - Systemlevel misclassification of my identity as fraudulent This misclassification is preventing access to standard financial services. 


VII. Requested CFPB Action I am requesting that the CFPB require USAA to : 1. Remove the chargeoff 2. Remove the invalid balance 3. Correct all negative credit reporting 4. Remove all fraud flags associated with this incident 5. Restore funds lost due to the unauthorized override 6. Conduct a hardship review due to documented XXXX XXXX 7. Investigate the override on the cancelled card 8. Provide written confirmation of corrective action 9. A secured credit line of {$100000.00}, secured by USAA VIII. Documentation Available I have complete documentation supporting all statements made herein and will provide it upon request. 

XXXX 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 explanation