Consumer complaint received 2024-06-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Bounced checks or returned payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
My name is XXXX XXXX I bought decorative teeth grillz { it pops in and out for those who arent aware, you can look up teeth grillz to see } I paid over XXXX dollars for a birthday gift for my friend to have grillz. The process was you pay them first and you pay for the molder ( so they customize the teeth to fit your smile ). I waited a week to come and see my grillz and its took 1 hour for them to get the grillz to fit { which is not normal, it shouldve went smooth since I paid for molders } we leave and we get into the car and realize the wisdom teeth is too loose and as we were inspecting the grillz we realized the grillz is already changing colors. I told them XX/XX/XXXX we will be back there so they can fix it ; mind you thats my second time now allowing them to fix the grillz that I spent nearly XXXX $ on. XX/XX/XXXX comes and the guy is not even here and I texted him while on the way ( XXXX XXXX  XXXX XXXX XXXX ). One of his employees while trying to fix it since he was not there, indented the grillz which is now showing a punctured spot on the grillz which is very noticeable. I asked for a refund and said they can even take the grillz back they refuse and want to keep fixing it but he didnt even show up now we are no longer comfortable and want my money back. I also listed photos and text messages to this complaint the grillz are suppose to be fully gold not an oil spill look. I contacted USAA XX/XX/XXXX and already started the process and I sent documents of text messages and photos. The USAA representative told me if the dispute teams need any further information they will call you I said okay. They gave me a temporary credit. Now it is XXXX ( reversed credit ) I spoke to 4 different representatives all in the same day I was accused of not sending any documents then the next one told me the specific date they see my documents. They reversed the credit due to no documents when there was documents posted XX/XX/XXXX, I was told that they will call me for further information from a USAA representative. We are in XXXX and they reversed the credit due to the lack of documentation they contacted me in my inbox but I was not aware because that is not what I was told where they would contact me, which was via phone number so thats what I was expecting, a call from USAA. I called the member solution team and at first he didnt see my documents either. I was frustrated and started speaking loudly because as my bank! Whats going on? We cant go to the office to speak to them and now theyre doing in proper steps when it comes to cases. The USAA member solution representative said oh I see you sent documents XX/XX/XXXX and XX/XX/XXXX but they didnt connect it all to your case. Which I know you dont want to hear this but its was a weird timing because when you called it was the weekend and the case didnt fully go into affect until XXXXthen I responded but as a banking representative why was there not a note for it to be connected once the weekend is over knowing you guys are working with a lot of peoples money because now mistakes like this happen he responded that is a good question XXXX $ to be exact was taking out of my account due to the lack of professionalism USAA has and urgency to their customers needs. The worst part is I gave them even more information XX/XX/XXXX ( because they said I didnt have anything which I didnt mind resending and giving more information ) showing how I offered to give the grillz back and how he wanted me to drive an hour AGAIN to fix it but he didnt which Ive done 3 times all together already and they stopped responding I gave all the information and they have YET fixed the problem and the worst part was I broke down on the phone to my USAA bank because that money they took was MY RENT MONEY due to THEM not putting all MY documents together. And now it is XX/XX/XXXX XXXX late on my rent and nothing from my bank when technically this is their fault because I did what was told and I was guided wrong they told me the wrong information if I was told to check my inbox I wouldve been on top of it ; but I was told to look out for a call which never came. USAA use to be so great, but just like their actual banks it is decreasing and non existent and its starting to really show

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation