Consumer complaint received 2025-07-18 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: NC

Complaint narrative:
At approximately XXXX hours on XX/XX/XXXX I received several emails from XXXX stating my tickets were ready, my tickets were transfered, etc. Initially, I thought these emails were spam but while looking at the first email in the series, I noticed it contained my full name and home address. I've never done business with XXXX which caused me concern. While reading the first email, I received other emails from XXXX saying my tickets were sent to XXXX XXXX, and then another email stating my purchase could not be completed due to my method of payment not having sufficient funds. I logged into my USAA Banking app and saw two completed XXXX purchases and two declined XXXX purchases. I immediately called USAA to report my Debit Card number was compromised. I cancelled the card and requested a new card be sent. While still on the phone with USAA, I changed my email passwords and enabled 2-factor authentication. I then spent several hours ; first downloading the XXXX app, and then going through all the steps to discover that my email was already in use, and then request new passwords for XXXX in order to log-in and request assistance with " my account. '' After several hours, I spoke with an agent at XXXX who listened to my complaint and stated to me that my bank would handle the investigation. Later that evening, USAA posted a " temporary debit card refund '' in the amount of {$140.00} and {$210.00} and communicated these credits are to offset any burden created by the fraudulent charges... Several days later, USAA contacted me stating the charges were not fraudulent because XXXX said so, and they removed the temporary credit of {$140.00} from my account. As of the time of this complaint, the other {$210.00} is still in my checking account but now my checking balance is only {$210.00} and I have an auto-draft payment scheduled to come out on XX/XX/XXXX in the amount of {$250.00}. USAA stated they attempted a chargeback for the first purchase of {$140.00} and XXXX declined the chargeback stating the purchase was not fraudulent. So I guess that surpassed USAA 's ability to " investigate. '' This is what I received from XXXX XXXX, XXXX - email from XXXX thanking me for creating a XXXX account... 
XXXX, XXXX - email from XXXX informing me my ( {$140.00} ) XXXX ticket is ready... 
XXXX, XXXX - email from XXXX imforming me XXXX XXXX accepted the ticket I sent... 
XXXX, XXXX - email from XXXX informing me my ( {$210.00} ) XXXX ticket is ready... 
XXXX, XXXX - email from XXXX informing me XXXX XXXX accepted the ticket I sent... 
XXXX, XXXX - email from XXXX stating they were unable to process my purchase... 
XXXX, XXXX - email from XXXX stating they were unable to process my purchase... 

I forwarded screenshots of all these communications to USAA. 

My concern is that this situation is not being adequately addressed by 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 non-monetary relief