Consumer complaint received 2024-09-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Overdrafts and overdraft fees
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MI

Complaint narrative:
I filed a dispute ( Dispute ID XXXX ) with USSA on XX/XX/XXXX of this year due to a fraud that took place while on a vacation in XXXX. After returning home to XXXX, I noticed that some unauthorized transactions took place on my account ( See Police Report ). Seeing this, I attempted to make a police report to XXXX XXXX ( XXXX ) but was told on several different occasions that I would need to be in the city to make the report. Hearing this, I then called USAA to make the dispute at the time the banking specialist did not mention the need of a report, but I did mention the difficulty I had in making one. I informed her that I believe the individual to have made these transactions to be my step-brother, while I was not 100 % sure I was told by his significant other that he made several " high end '' purchases that he usually does not make. I explained this to the banker and after filing the dispute a credit was given to me from USAA ; from XXXX to XXXX I had not been given any updates up until I was told the claims would be reveresed from my account. Upon getting that information, I reached out to see why they were reversed. I was never given a clear answer, and when requesting information that was used to resolve my claim they sent over information relating to a prior irrelevant dispute along with documentation sent to me confirming the provisional credit being sent to me. Since than, I have spoke with advocates who submitted a police report on my behalf and stated that a re-review would be started due to this new information. A dispute team member attempted to contact me ( XXXX ) during my working hours on XX/XX/XXXX at XXXX EST, when I called back a team member stated he entered a note stating to call past XXXX instead. Despite this, XXXX then attempted to call me again on XX/XX/XXXX at XXXX. 

I havent gotten anywhere with my dispute and Im being held responsible for transactions I did not agree to nor authorize I spoke with an advocate again today ( XX/XX/XXXX ) and after providing him general information about the backgroud of my dispute he explained that since I had my debit card pin number on a sticky note within my wallet, I was to be held responsible. However, I informed him this was untrue as in a prior dispute in XXXX, FL was a similar situation until my police report was provided which indicated I have a memory impairment which in turn forces me to have essential information within my wallet such as my Pin to my debit cards, my phone passcode, my employer ID, and so on. By him stating this shows his inability to be not only compassionate but just straight up non-caring. This has been a stressful process, any help would be helpful. 

My police report that I was able to make online is the following : REPORT NUMBER 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