Consumer complaint received 2026-06-09 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: FL

Complaint narrative:
I am filing this complaint regarding an improper charge by XXXX XXXX in the amount of {$86.00} and the handling of my related dispute by my bank. On XX/XX/year>, XXXX charged my checking account {$86.00} for a food order that was never delivered. Despite repeated attempts to resolve the issue through XXXX XXXX, XXXX failed to issue a timely refund and took approximately XXXX weeks to address the matter. Because XXXX would not promptly resolve the issue, I filed a dispute with my bank regarding the undelivered order. I eventually received a refund for the disputed transaction. However, on or about XX/XX/year>, XXXX charged my checking account for the same {$86.00} again. Since then, XXXX has provided multiple conflicting explanations for this charge. At various times, XXXX representatives have claimed that the charge was a cleaning fee, a chargeback-related adjustment, an account balance, and a recovery of a supposed duplicate refund. These explanations are inconsistent and contradictory. XXXX now claims that I received XXXX refunds for the same transaction. This is false. The payment account involved was a checking account, not a credit card, and I did not receive duplicate refunds. XXXX has repeatedly changed its explanation for the charge rather than providing a consistent and accurate account of what occurred. XXXX also admitted at XXXX point that the charge was made in error and then later retracted that admission and resumed claiming that I owed the money. I filed a complaint with the XXXX XXXX XXXX, but XXXX continued to provide inaccurate and contradictory information during that process. The XXXX ultimately closed the complaint without resolution. In addition, I am concerned about my bank 's handling of this dispute. My bank has repeatedly closed the dispute without adequately addressing the evidence or the inconsistent explanations provided by XXXX. The dispute process has not been handled within expected timeframes, and decisions have been made with little or no meaningful explanation. My bank has shared portions of XXXX 's responses with me, and those responses contain contradictory statements regarding the nature of the charge. Despite these inconsistencies, the bank has failed to properly investigate or explain why it accepted XXXX 's position. I do not understand how a reasonable review of the information provided by XXXX could support the conclusion that this charge was valid. The facts are straightforward : I was charged for an order that was never delivered. After weeks of delay, I obtained a refund. XXXX then charged my checking account again for the same amount and has provided multiple inconsistent explanations for doing so. Both XXXX and my bank have failed to adequately address these discrepancies. I am requesting that the {$86.00} be returned to my account and that both XXXX 's actions and my bank 's handling of this dispute be reviewed. I have spent months attempting to resolve this matter through customer service channels and the XXXX XXXX XXXX without success and am now seeking regulatory assistance to recover funds that were improperly withdrawn from my checking account.

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 monetary relief