Consumer complaint received 2025-10-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
I have sent this letter to them again today : XX/XX/XXXX Recently, we had discovered that we had fraud transactions on our account. I had called and they gave us a temporary credit. Without any proof, they started reversing credits in different time frames and then closed our dispute in their ( USAA ) favor without any proof. This letter I am sending was what I sent today : XXXX XXXX XXXX XXXX XXXX XXXX, Maryland XXXX XXXX XXXX Date : XX/XX/XXXX USAA Federal Savings Bank Attn : Fraud Investigations Department XXXX XXXX XXXX XXXX XXXX, TX XXXX Subject : Formal Legal Demand for Documentation and Reversal Fraud Dispute Case for Account # XXXX To Whom It XXXX Concern, I am writing to formally demand that USAA provide documentation and substantiation for the so-called thorough investigation performed regarding fraudulent transactions totaling {$3500.00} on my account. These transactions were initially refunded and later reversed by USAA, without evidence, explanation, or any communication offering recourse. 

I have already filed a complaint with the XXXX XXXX XXXX XXXX XXXX XXXX  concerning USAAs handling of this matter. The XXXX has confirmed that USAA failed to respond to my complaint, which further demonstrates the companys disregard for transparency and accountability in handling consumer fraud disputes. 

It is both unacceptable and offensive that USAA could reasonably conclude I personally authorized or benefited from thousands of dollars in fraudulent purchases that I neither made nor received. As a long-time customer and a XXXX XXXX XXXX expect fair treatment, not dismissal without proof. 

Furthermore, because USAA took back the funds previously credited for the disputed fraudulent transactions, it has caused a major financial hardship for me and my family. These reversals resulted in overdraft fees, returned payments, and bounced transactions, creating unnecessary financial and emotional stress. I should not be penalized for USAAs failure to properly protect my account or conduct a fair investigation. This ordeal has placed an enormous and ongoing burden on my household.

Under federal law including the Electronic Fund Transfer Act ( EFTA ) and Regulation E I am entitled to receive : Copies of all documentation used in USAAs investigation ; The specific findings, rationale, and evidence supporting USAAs denial of my claim ; and The date and identity of any individuals or merchants USAA contacted during its review. 

Your institutions pattern of conduct in such matters is now under public scrutiny. A recent XXXX XXXX article dated XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXX  : More and More USAA Customers Allege Fraud Disputes Mishandled, reports that over XXXX similar complaints have been filed with the XXXX  concerning USAAs mishandling of fraud disputes. My experience mirrors those described in that report suggesting this is not an isolated incident, but a systemic issue.

If I do not receive a complete written response and supporting documentation of USAAs investigation within 10 business days of receipt of this letter, I will take the following actions without further notice : Pursue all legal remedies available to me under state and federal consumer protection laws ; Provide all documentation and correspondence to media outlets already reporting on similar USAA complaints ; and Continue working with thXXXX XXXX XXXX XXXX XXXXonsumer Financial Protection Bureau ( CFPB ), and other regulatory bodies to hold USAA accountable.I expect a prompt and complete written response sent to the address or email listed above. Please reference this correspondence as a formal legal demand for records and reconsideration. 



Sincerely, XXXX XXXX ( Account # XXXX ) The original letter I sent to ask for a resolution was here : XX/XX/XXXX My name is XXXX XXXX and I am filing a complaint with the BBB regarding the handing of fraud from USAA. 
My account number is XXXX I am enclosing documentation regarding the transactions that were taken back from USAA after receiving the refund from them. They said they did a thorough Investigation on my fraud claim but yet show no proof to me as the customer and have given me no recourse regarding the situation. I find it very offensive to think that USAA cant see clearly fraudulent transactions on my account. They actually think that I have ordered thousands of dollars of things but yet I have not purchased XXXX thing from them. 
They were disputed and a temporary credit was given, then a few weeks later USAA took the credits back without any evidence or contacting me. 

I called them to dispute the outcome of this investigation, but I have no timeline for when it will be completed. This is complete fraud and wrong! 

Please be aware that I reserve the right to take legal action if necessary. 
I am enclosing the exported transactions from USAA totaling {$3500.0XXXX XXXX XXXX XXXX XXXX XXXX and dont deserve this maltreatment of me with no evidence. 

I did file a XXXX  complaint and USAA never responded to BBB. 
Since this complaint, they continue to reverse additional credits without any evidence. 
I need help asap!!!! I feel so helpless since I am dealing with no customer service for the fraud department. I have called numerous times and still no response or help. 
From what I noticed, this is not an isolated incident. There are over XXXX complaints to the XXXX  for the exact thing I am writing this letter about- USAA XXXX failure to their customers.

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