Consumer complaint received 2017-08-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
USAA as a Financial institutions is required to cooperate with consumers who find unauthorized or fraudulent charges on their accounts to investigate and resolve these incidents in a timely way, and where appropriate, restore missing funds. In the spirit of the law investigate means to contact the vendor to have them justify the charge. USAA instead pointed the finger at me and asked me to substantiate the fraud. We I do not have all the information as to why the Company ( XXXX ) charged my account. Obviously it will not be based on a legitimate means. THis is how these companies cheat the customer. If the financial institutions refuse to help the consumers then the unscrupulous practices of these companies will continue to go uncheck and will proliferate far into the future. I had to make a second request for USAA to protect my interest against XXXX 's unauthorized charge against my USAA account XXXX in the amount of {$210.00} on XXXX XXXX, XXXX. I disputed the charge and USAA issued a credit on XXXX XXXX but then revoked the credit on XXXX XXXX apparently without checking with XXXX. I was trying to find documentation on when XXXX refused to accept delivery of my equipment but apparently I was not able to get the information in time for USAA to retain the credit it had extended me. USAA failed to apply basic investigative tools through its refusal to contact XXXX and by its insistence that I as the consumer prove to USAA that I am not at fault.. XXXX fraudulent charge relates to my alleged failure to timely return XXXX  Equipment after the end of a two year service period. ( In XXXX of XXXX ) I changed jobs from ( XXXX, OH to XXXX, OH ). In preparation for the move. I cancelled my XXXX service after my two year contract expired at the end of XXXX XXXX. I was commuting on the weekends between XXXX and XXXX. I received the boxes to return the equipment, When I arrived in town and retrieved the boxes XXXX had sent, it may have taken me a couple of weeks to gather the equipment, remote controls, boxes and the satellite disk from the roof but I did them and traveled to XXXX to return the equipment in what I thought was in a timely manner. Despite my efforts apparently XXXX refused to accept delivery not only once but at least on two occasions and instead decided to fraudulently charge my credit card in the amount of {$210.00}. I only ask that USAA follow the law, treat this charge as the fraud that it is and investigate this unauthorized and fraudulent charge and refund the amount XXXX stole from my account in the amount of {$210.00}. Just because a big name like XXXX is involved doesnt mean they are above the law. XXXX XXXX has proven this time and again. I seek to protect myself against a vicious predator that engaged in fraud against me as I approach my senior years. I am not quite at the age in which the law requires financial institutions to protect elders but this is preciely the type of fraud that targets older Americans who may have difficult traveling in the winter to return equipment obviously XXXX does not want because it would rather confiscate my bank account for {$210.00} than accept the equipment. When financial institutions like USAA become pawns in the process, I feel society as a whole losses. I entrusted to them to make an authorized charge when it refused to accept the return of equipment I had shipped to them on a timely basis. The comments in brackets are suggested edits to protect my identity.

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