Consumer complaint received 2026-04-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK

Complaint narrative:
Around XXXX I saw on marketplace XXXX a vehicle for sale, I inquired about it and was told she was selling it cheap because her husband had passed and she really wanted to get rid of it. She informed me that XXXX XXXX was going to carry out this transaction. XX/XX/XXXX I started to get the XXXX XXXX cards for this purchase and I also had to use XXXX checking service to get the final XXXX to complete the transaction. From XX/XX/XXXX thru XXXX XX/XX/XXXX. I believed I was talking with XXXX. On XX/XX/XXXX, I spoke with a gentlemen from the real XXXX and he informed me that I had been scammed. I informed the seller what had occurred and she became belligerent. I was told to use XXXX to cancel this order on XX/XX/XXXX. I filed a report with the FTC on XX/XX/XXXX. Report number XXXX. The email I received said that I could report a dispute with my bank for goods paid for but not received. I filed disputes on XX/XX/XXXX for XXXX XXXX as the merchant and XXXX dispute against XXXX XXXX ` dispute # XXXX, and a credit for {$400.00} was issued by USAA on XX/XX/XXXX at the time I did not notice that the merchant was USAA which is inorrect information. On XX/XX/XXXX a credit of {$400.00} was issued from USAA for {$400.00} in dispute # XXXX, on XX/XX/XXXX on dispute # XXXX, a credit of XXXX $ was issued by USAA. On XX/XX/XXXX. I was notified that dispute had been submitted to the merchant USAA. This was the first time I notified them that this was wrong and that my issue was with XXXX not USAA. On XX/XX/XXXX I received a letter stating that I had a postal money order that had been cashed twice. I had been informed by the escalation team that if I bought a postal money order that I could mobile deposit and would have access to the money instantly. USAA placed a hold on it until XX/XX/XXXX. I called USAA to tell them how I was given erroneous information. I explained to them that now I am a productive member of society and I pay my bills on time and that this would definitely be a bad deal for me. Then to be told I had cashed it twice was mind altering and unbelievable. On XX/XX/XXXX USAA debited from my account for {$300.00}, something I did not do. On XX/XX/XXXX money that had been credited to me was reversed and taken from my account leaving me with a negative balance of almost {$1600.00}. XX/XX/XXXX I was informed by USAA that they had completed their investigation and based on information provided they had determined that an error had not occured and I owed them the credited money back. On XX/XX/XXXX a letter was generated which stated my account was closed and I may not reopen it. All services tied to the account will also be closed or canceled. There was still an overdrawn balance of {$1500.00}. on XXXX XXXX, XXXX a letter was generated stating my account had been opened for account maintenance and that deposit I receive from my school of {$2200.00} and USAA reopened the account took {$1500.00} and sent me a check for {$710.00}. My issue is that originally my dispute was not with USAA my issue was with XXXX XXXX. I am not sure if what they did was correct but I was told to make a report with you guys because USAA was not supposed to investigate themselves and I did not file a dispute against USAA.

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