Consumer complaint received 2026-05-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
DATE : XX/XX/XXXX PRIMARY ACCOUNT HOLDER : XXXX XXXX ( Phone : XXXX ) ATTN : MEMBER ADVOCACY TEAM ( XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX ) RE : COMPLAINT FOR RETALIATORY ACCOUNT MODIFICATION & UDAAP VIOLATIONS AUTHORIZED USER REMOVED : XXXX XXXX RE : Formal Demand for Financial Restitution, Authorized User Reinstatement, and Statutory Compliance To the USAA Executive Member Advocacy Team, I am filing this formal demand letter following an egregious, documented instance of administrative retaliation and consumer misrepresentation executed by USAA Federal Savings Bank against my profile. On XX/XX/XXXX, USAA systematically and silently stripped my authorized user and caregiver, XXXX XXXX XXXX, from both of my revolving credit card accounts without my authorization, consent, or any form of electronic or written notification. This hostile action was taken exactly 48 hours after I exercised my legal right under federal law to file a legitimate merchant dispute on XX/XX/XXXX for my XXXX XXXX Credit Card. I. Chronology of Events and Employee Misconduct - XX/XX/XXXX Statement Validation : My official statement verified XXXX XXXX as an active, compliant authorized user. - XX/XX/XXXX Operational Alert Disparity : USAA generated and mailed a multi-page document regarding a nominal {$14.00} negative balance, proving instant automated tracking and notification capabilities. - XX/XX/XXXX Assertion of Rights : Formal merchant dispute filed over a charging error. - XX/XX/XXXX Silent Removal Action : Exactly 48 hours later, USAA bypassed consumer disclosure protocols and purged XXXX XXXX XXXX card string, leaving zero notifications in my inbox. - XX/XX/XXXX Employee Misrepresentation : XXXX XXXX XXXX provably falsified account history by claiming my sister " manually removed herself, '' causing intense family distress. - XX/XX/XXXX Recorded Corporate Admission : Member Resolution Representative XXXX ( Employee XXXX ) reviewed backend logs and explicitly admitted on a recorded line that the XX/XX/XXXX removal was not a mistake, confirming it was a deliberate corporate action. II. Direct Financial and Consumer Injury Because USAA failed to send any notification regarding this structural account restriction, my sister faced a public card decline resulting in severe public humiliation and direct out-of-pocket financial losses for unexpected XXXX transit costs. Furthermore, she experienced significant operational delays when trying to mail off critical, time-sensitive business paperwork and packages at a public post office, crippling her daily operations. This disruption directly targets my essential caregiver while I am recovering from major, highly debilitating XXXX XXXX. For a bank explicitly branded on serving military families to inflict this stress upon a verified XXXX XXXX military spouse is unconscionable. III. Federal Consumer and Banking Laws Violated 1. Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) 12 U.S.C. 5531 2. Fair Credit Billing Act ( FCBA ) Retaliation Mandates 3. Credit CARD Act of 2009 Transparency Rules IV. Specific Terms of Remediation & Financial Compensation To resolve this matter short of an official complaint with the CFPB and escalation to the Military Banking Compliance Board, I am demanding the following : 1. Immediate Authorized User Reinstatement : Manually restore XXXX XXXX XXXX to both profiles with zero gaps. 2. Primary Account Holder Compensation : Apply a {$1000.00} statement credit directly to my account. 3. Authorized User Restitution : Issue a {$500.00} cash credit to XXXX XXXX XXXX to cover her out-of-pocket XXXX expenses, severe business disruption, and public humiliation at a place of business. 4. Security System Modification : Manually opt my profile out of the automated payment updater networks ( XXXX Account Updater / XXXX XXXX XXXX ) and implement a hard merchant block against XXXX XXXX XXXX XXXX. Please be advised that clearing the separate XXXX billing dispute balance ( {$1500.00} ) is a statutory requirement under the FCBA and will not satisfy this complaint. This {$1500.00} compensation package addresses USAAs independent administrative misconduct. Sincerely, XXXX XXXX XXXX Active-Duty XXXX Military Spouse

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