Consumer complaint received 2025-08-26 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 booked and prepaid for a room on XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX because my family was XXXX XXXX XXXXXXXX XXXX and XXXX needed a place to stay until our house was ready. I had made sure to include all those in my party ( myself, my spouse and my children ) and was sure to look for only hotels which allowed pets on XXXX. When I arrived at the property to check into our room with my pets the man at the front desk told us they wouldnt be accommodating XXXX because they didnt have a XXXX XXXX XXXX enough for our XXXX people and could only offer us a single king size bed room in its place which obviously wouldnt work so we wouldnt be allowed to check in. I tried to ask them how this could happen explaining I had booked my room XXXX weeks ago and prepaid and asking them if there was anything they could do. The front desk clear was very rude and dismissive and very much acted unconcerned while I proceeded to break down crying in the lobby unsure where my family and I would to as we had no where else and no money to do it with since we had used it to pay for a room at this hotel that was denying us. I asked if they could refund our money and I was given a flippant thats not our problem, youll have to take it up with XXXX  and it was made very clear that I was being dismissed and they had no more interest in me. I proceeded to go out into the parking lot and have a full out XXXX XXXX about how I was going to house my children for the next few weeks while we were waiting to get our keys for our home here. This was totally unnecessary drama and rudeness and I am STILL fighting to get the refund back from booking and XXXX despite never being given the room I booked since USAA has refused to do a dispute and has sided with the merchant. USAA despite initially being willing to work with me on disputing the charge and providing a credit turned around and on XX/XX/XXXX I was notified via a document with no explanation provided that they had decided to reverse the dispute and side with the merchant instead and that this would be finalized on XX/XX/XXXX and they would remove the credit they had provided me. I called them on XX/XX/XXXX at XXXXXXXX XXXX  and explained the entire situation to a representative and that I knew that legally USAA had to provide me with evidence as to why and they had not done so. He told me he would reopen the dispute, put my comments in to it and they would contact me back within XXXX hours to handle it. It is now the XXXX of XXXX and they have never called, emailed, messaged me on my banking app nor has their been any documentation via the mail regarding this matter. They did reverse the dispute and the credit for it on the XXXX so I am now out XXXX that I paid XXXX a hotel room I was never allowed to check into which in my opinion is clear and unquestionable fraud.

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