Consumer complaint received 2025-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I am a USAA member of XXXX  years. This complaint concerns USAAs mishandling of multiple unauthorized transaction disputes totaling over {$10000.00}, as well as retaliation, account restriction, and denial of rights under federal law. 



Unauthorized Transactions and Mishandled Disputes On XX/XX/XXXX, I filed a dispute for unauthorized transactions totaling over {$10000.00}. Since filing, USAA has given me contradictory information : at times calling it a new dispute, at other times still in progress. 
Representatives repeatedly promised provisional credit was on its way, then backtracked, contradicting each other. Even USAAs own staff seemed confused about the disputes true status. 
Instead of resolving this large dispute, USAA repeatedly focused on minor transactions ( {$8.00}, {$24.00}, etc. ), holding me on the phone for nearly XXXX hours discussing small disputes that I had already provided full evidence for. This tactic delayed and distracted from the larger unauthorized charges. 
On XX/XX/XXXX, an additional unauthorized transaction for {$490.00} ( Dispute ID XXXX ) posted to my account. On XX/XX/XXXX, USAA denied this dispute, claiming it was not fraudulent. 



Regulation XXXX Violations XXXX. Failure to provide documentation I was never given merchant evidence or records relied upon in denying my disputes ( 12 CFR 1005.11 ( d ) ). 
XXXX. Failure to issue provisional credit USAA exceeded the XXXX investigation limit for both the $ XXXX and {$490.00} disputes without issuing provisional credit ( 12 CFR 1005.11 ( c ) ( 2 ) ( i ) ). 
XXXX. Failure to conduct good-faith investigations XXXX misstated dates, contradicted themselves, and ignored evidence I had already submitted. 



Retaliation and Account Restriction After escalating my disputes and citing regulatory violations, retaliation began. 
On XX/XX/XXXX, I was notified of account closure. 
On XX/XX/XXXX, I discovered my account restricted, even though my only recent activity was a {$35.00} XXXX XXXX. 
The timing and sequence of these actions strongly suggest retaliation for asserting my rights under Regulation XXXX. 



Failure of XXXX XXXX I was assigned an advocate and later a Tier XXXX advocate. I left voicemails and was promised callbacks, but these were ignored. 
Shortly after these failures, my account was threatened with closure and then restricted. 



Pattern of Misconduct Representatives stalled and diverted attention to small-dollar disputes while leaving larger disputes unresolved. 
Smaller disputes ( {$140.00}, {$260.00}, {$380.00} ) were denied for insufficient information despite me resubmitting detailed evidence. 
The overall pattern demonstrates systemic failure in USAAs dispute process. 



XXXX XXXX XXXX I began disputing charges after enrolling in a financial education class that taught me how to properly monitor and record my finances. 
Once I started carefully tracking, I noticed unauthorized charges and exercised my right to dispute them. 
Instead of supporting me as a member, USAA punished me for asserting my rights. 



XXXX and Hardship Impact I live with ADHD, anxiety, and XXXX, and I am the primary caregiver for my XXXX child. I disclosed this to USAA when requesting hardship accommodations. 
Despite this disclosure, USAA restricted my account, blocked access to funds, and denied equal access to financial services. 
This caused disproportionate harm, directly affecting my ability to provide housing, medical care, and daily needs for my child. 
By refusing to consider accommodations, USAA failed obligations under : Title XXXX of the XXXX ( 42 U.S.C. 12181 et seq. ), requiring equal access to services. 
Section 504 of the Rehabilitation Act ( 29 U.S.C. 794 ), prohibiting disability-based discrimination by federally regulated entities. 



XXXX XXXX actions show a pattern of stalling, retaliation, regulatory violations, and discrimination : Mishandled disputes ( $ XXXX and {$490.00} ). 
Failure to provide documentation or provisional credit. 
Retaliation through account closure and restriction. 
Disregard for disability-related hardship. 
Systemic failure to comply with Regulation XXXX and federal consumer protection laws.

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