Consumer complaint received 2025-10-16 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
Subject : Complaint Against USAA Bank for Mishandling Valid Dispute Claim Dear Consumer Financial Protection Bureau, I am submitting this formal complaint regarding a mishandled credit card dispute by USAA Bank involving a restaurant transaction that caused me physical harm and led to medical treatment. Despite providing substantial supporting documentation, my claim was repeatedly denied without proper consideration. 

Background of the Dispute : - Merchant Name XXXX XXXX XXXX XXXX XXXX XXXX XXXX Transaction Date : XXXX XXXX XXXX XXXX Transaction Amount : {$180.00} - Bank/Card Issuer : USAA Bank ( Debit Card ) - Initial Dispute Filed : XX/XX/2025 - Reconsideration Request Filed : XX/XX/2025 - Final Denial Received : XX/XX/2025 On the date of the transaction, I consumed food from XXXX XXXX XXXX XXXX XXXX which resulted in severe XXXX XXXX that required emergency medical treatment. I provided USAA Bank with the following supporting documentation : - Hospital discharge papers confirming diagnosis and treatment - A news article from XXXX XXXX citing repeated health violations at the same restaurant - Proof of the transaction and written communication with the bank Despite this, the bank denied my dispute multiple times, citing insufficient evidence without properly reviewing the information senta decision that is inconsistent with consumer protections under the Fair Credit Billing Act ( FCBA ). For example, the last 2 denial letters sent were dated the same day ( October 08, 2025 ), despite the first letter stating, " Although weve completed our initial investigation of your dispute, your request for us to reevaluate your dispute has been received. Please allow up to 30 business days for the dispute to be reviewed. '' The second letter included their denial, without any reason. Clearly, the documents were not reviewed.

Under the FCBA, consumers are protected against charges for goods or services not provided as promised or that were defective or harmful. The banks failure to properly review clear and compelling documentation, including health violations and medical treatment related to the transaction, represents a failure in dispute handling protocol and violates my rights as a cardholder.

I request that the CFPB investigate USAA Bank for improper dispute handling and require : - A full review of my case - A refund of the disputed transaction amount - Consideration for further penalties or sanctions if the bank is found noncompliant Attachments : - Hospital discharge summary - News article citing restaurants health violations- 4 Dispute denial letters from USAA Bank - Proof of Signed Dispute Reconsideration Request letter filed on XX/XX/2025 - Proof of transaction Thank you for your attention to this matter. I trust that your agency will hold USAA Bank accountable and ensure that consumer rights are protected. 

Sincerely, 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