Date Received: 2022-11-17
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I believe USAA is carrying out illegal practices against its customers, like what is being committed against me. I had a balance of {$510.00} on XX/XX/2022, and I and made 2 payments for {$20.00} each and an ACH payment of {$150.00} made a few other payments while my account reflected a balance of {$270.00}, my account was charged 2 NSF fee of {$29.00} per item for a total of {$58.00} when my account had money in it. I ask the USAA customer rep to please explain that to me, and he said that the biller billed me for the day prior which was XXXX, XXXX. I told him that I do not have automatic payment and that I initiated that payment. I have never heard of such. By XX/XX/2022, my account was charged 2 more NFS fees of {$29.00} for each item for a total of {$58.00}. I want a full refund for the 4 NSF fee charged to my account {$110.00}! I would like for you all to investigate their illegal practices! USAA has responded and credited me back one NFS fee of {$29.00} and refuses to reimburse me for the rest that they owe me {$87.00}
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am submitting this CFPB complaint to you today to request to you to remove the late payments you are reporting on my Credit File. The references for the late payment on these accounts is erroneous and misleading causing negative impact on my Credit File! I previously requested for the investigation and correction of these accounts and yet you have done nothing. Let me remind you that you are obliged to investigate and update these accounts per consumers requests under the FCRA regulation. Once again, I am requesting that you take your time to THOROUGHLY investigate and CORRECT these accounts to report accurate information on my Credit Report. Per FCRA, reporting of account information must be accurate ; I need these accounts updated immediately. USAA SVG BK XXXX Balance {$0.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/2022 account electronically compromised funds fraudulently withdrawn 30 days later no hopes of being made financially whole. After many many hours on phone with reps..USAA BANKS XXXX lock me out of my account..Phone calls and internet verification impossible. IM here with no other avenues of action.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30265
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Friday, XX/XX/2022, my husband and I were out to dinner and tried to pay our bill. We were informed that our card was declined. Upon calling the bank, my husband was told that the representative needed to speak with me. Once going through the verification process, I was informed that all of my accounts were being closed because USAA was exercising its right to no longer do business with me. I told them that we had several XXXX XXXX in the bank and that I didnt understand what the issue was. I explained that my husband had been doing business with them for 30+ years and that I had been doing so for about 6. The representative told me, Your husband is not the issue, you are. I asked to speak to a manager and was told there was no one I could speak to and that the account closure was already in process and that there was nothing I could do. I was further told that all of our accounts including the shared accounts with my husband were being closed and that the funds ( XXXX XXXX ) in our account would be mailed to us 60 days after the account closures were finalized. I told the representative that he needed to speak with my husband, who was told the same thing and that there wasnt anyone else available to speak with us. We were forced to call a family member to bring us money to pay our bill, not only adding to the embarrassment of being the last ones at the restaurant and not being able to pay our bill, but now we had to involve a family member. USAA did not contact me to ask questions, to try to resolve the issue or even communicate with me. I reviewed my account later that evening and found that they had sent a message to my inbox that day but did not try to communicate with me before closing all of my accounts. On Saturday, my husband and I spent several hours on the phone with USAA trying to get resolution. I was told over and over again that the accounts were being closed because USAA was choosing to no longer do business with me. Each time I was transferred, I was told the same thing with no explanation. After asking to speak with supervisors, and being told several times that no one could help us further, I was finally transferred to a senior customer relations manager. I was told that the reason they were exercising this right was due to fraudulent activity on my account and referred to checks that were deposited into my account that did not clear, beginning in XXXX. In XXXX and in XXXX, I was contracted to work for 3 different businesses from which I received a cashiers check, an electronic check and a physical check. I deposited these checks but had some suspicions that something was wrong based on the communication that I was receiving from the employers and that they were asking me to forward money to other individuals even though the checks had not cleared. Immediately upon feeling concern, I called USAA and communicated this concern with them. The first situation I was been told by the employer that I needed to buy gift cards and that I needed to give them the information for them and that the remaining balance would be my pay. While purchasing the gift cards at XXXX, I was told that this was a scam and that I needed to contact my bank, which I immediately did. The USAA representative told me to hang onto the gift cards because I was going to need to mail them to USAA and that someone from USAA would call me in a few days to see what happens with the cashiers check and to see what further could be done. I received no communication from USAA until after the check had bounced and my account became negative for the {$200.00} in purchased gift cards. At that time I was told that I needed to bring my account back to a XXXX balance so that my account would not be closed, at which time I transferred money from another account to bring it to good standing. The account was closed anyway. I asked to speak with the complaint department about how I had been treated, that I had communicated the issue right away and that I had been waiting for further communication from USAA and had not received any. The complaints department apologized and I thought that was the end of the situation. The next check, I was hired by a company for remote work and was given a contract and an electronic check to deposit to pay for equipment. Once deposited, they informed me that I would need to transfer {$2000.00} by XXXX to an email address to pay for shipping of equipment. I told them that I did not feel comfortable transferring any funds out until the check cleared completely in my bank. The job offer was rescinded after an hour of harassment. I immediately called USAA and explained the situation. The representative told me I had done the right thing and that I was correct in being concerned about transferring money and that it also seemed like a scam. I was told to leave the check there to see if it cleared and not to move any funds. I inquired about whether I should try to reverse the funds back to the employer and I was told to just wait. I waited for several days and called to check again to see if the check had cleared or if it had bounced, but it had not finished processing. A few days later the check bounced. In the meantime, another company hired me. Again, with a contract and what seemed to be legitimate employment. I was mailed a physical check that I deposited into my account. I was told that the check was for my weekly pay and that the remaining balance would be for shipping goods. I became suspicious and did not proceed and waited to see if the check would clear. It was held up in my account for over a week. Upon deposit I was told that I needed to wait 5 business days for funds to be available, which was unusual given that most of the time, funds were made available immediately. Wither way, I waited and even called USAA to check on it. I was told at one point that it seemed like there was an IT issue and that was what was holding up the funds, only to find out that the check bounced because the account on the other end had been closed. Again, I did not withdraw funds based on this check. In speaking with USAA on Saturday, I was finally able to talk with a supervisor in the customer relations department. She told me that the account would be reviewed and that she would attach notes to everything. She said it should take 3 business days. I waited 3 business days and called today, only to find that the same statement is being told to me and that the funds are still being held. I have bills that are supposed to be withdrawn from these accounts. There is money being held in our accounts and frozen that can not be used for bills or for our expenses. I keep being told that the funds will be released after 60 days and that a check will be mailed at that time once the accounts are closed. I am being treated like a criminal. I wasnt the person writing bad checks. I accepted employment from people that wrote bad checks to me. I was and am the victim in these cases and I am being treated as if I am the criminal. I have been embarrassed and humiliated over and over again. I have been degraded by the bank. Im having issues with my husband now, and our bills and accounts are all messed up. This is insult on injury over and over again and every day since last Friday, I am constantly reminded as more bills pile up or are not paid. This is affecting my livelihood, my marriage and now my credit. Something needs to be done and resolved. I need my funds immediately, I need an apology, and I need some sort of restitution for the suffering they have caused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: This is a complaint about {$2000.00} that went missing from my USAA bank account on XX/XX/XXXX. USAA Federal Savings Bank XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, claims that they sent the {$2000.00} to the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ) at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX claimed that the transaction was declined. I am now out {$2000.00}. I have asked both USAA an XXXX for documentation related to the transaction. I still do not have any documentation from anyone, only self-supporting affirmations. All times and dates are XXXX XXXX XXXX. This statement is based on text messages, screen shots, phone logs, messages/letters receive through the USAA website or USAA app XXXX my recollection of telephone conversations, and my hand written notes. It is my understanding that USAA would have audio recordings and written notes of phone conversations. XXXX would likely have security camera footage. On the morning of XX/XX/XXXX I made a series of calls to USAA to arrange for a temporary transaction limit increase for my debit card so that I would be able to get about {$5000.00} that I needed for a large cash purchase. I went to several banks and ATM machines around XXXX Alaska that day in an effort to get the cash. At approximately XXXX XXXX that afternoon, I went to a teller at the XXXX XXXX XXXX XXXX XXXX ( XXXX ) at XXXX XXXX XXXX, XXXX XXXX, XXXX, to make a cash advance from my USAA checking account, using my USAA debit card. I am not a customer of XXXX. The teller walked away and came back a few minutes later and said " The transaction was declined ''. I asked her " Who declined the transaction? She replied " USAA ''. At XXXX XXXX, I called USAA from inside XXXX, to find out why the transaction had been declined. This call lasted for 14 minutes. ( See Exhibit A screenshot ). While I was on the phone with USAA, I got the following text message from USAA : " {$2000.00} came from your account ending XXXX. Details : XXXX XXXX BRANCH. Go to usaa.com/account. Reply HELP for help ''. ( See Exhibit B screenshot ). I went back to the teller to tell her that USAA had informed me that the transaction had gone through. The teller checked again but said that it had NOT gone through. I asked the teller if she could provide me with some sort of documentation that the transaction had been declined. She refused. I asked her if I could have her name. She refused and walked away. At this point I had been at that bank for about 18 minutes. During this time I had attracted quite a bit of attention from the other employees at the bank. Unable to make any progress with either USAA or the people at XXXX, and not wanting to have the police called on me I left XXXX. Once I was back in my vehicle I called USAA again at XXXX XXXX. This call lasted for 19 minutes. ( See Exhibit A screenshot ). I asked to dispute the transaction. A message was sent to me through the USAA website informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited into my account. The dispute case number was XXXX. ( See Exhibit C Dispute Letter ). The {$2000.00} debit and {$2000.00} temporary credit also appeared on my USAA Bank Account XXXX. ( See Exhibit D Bank Account Summary USAA PDF ). The next day, XX/XX/XXXX, my phone log shows that I made XXXX calls to USAA. XXXX was at XXXX pm for 20 minutes. ( See Exhibit E screenshot ). The second was at XXXX XXXX for 11 minutes. The third was at XXXX XXXX for 15 minutes. ( See Exhibit F screenshot ). I do not have an exact record of what was discussed uring each of these calls, or who I spoke to, but it was around this time frame that I spoke to someone who affirmed that " The transaction had gone through ''. I think his name was XXXX. He said to " Wait 10 business days to see the status ''. I think he also said that the investigation might take as long as 30 days, but it might have been another representative who had told me that. On XX/XX/XXXX, my phone log showed that I made two calls to USAA. One was at XXXX XXXX for 32 minutes. The other call was at XXXX XXXX and lasted for 1 hour 2 minutes. ( See Exhibit G screenshot ). I do not have a record of what was discussed or who I spoke to. I include this information so that any records of these calls can be retrieved if needed for further action. On XX/XX/XXXX, I called USAA at XXXX XXXX. The call lasted 40 minutes. ( See Exhibit H screenshot ) .One of the people that I spoke to was XXXX. She said that " The transaction wasn't declined. It is pending ''. I explained to her that since I wasn't a member of XXXX it would make no sense for USAA to send the money to the bank at a later date. She asked me if I wanted to dispute the transaction. Her response highlights one of the major problems that I have continually faced while trying to resolve this, and other, issues with USAA. There is no way to get ahold of anyone with prior knowledge of the issues. The entire issue must be explained all over from the beginning every time I call to speak to someone. The explanations given are often contradicted by statements made by other representatives. On XX/XX/XXXX. USAA sent me a message through their website. It read : Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX. ( See Exhibit I USAA Document PDF, page 3 ). The letter goes on to list the " Transaction date '' as XX/XX/XXXX. This was the day after I had attempted the transfer and the day after I had gotten the text notifying me that the {$2000.00} had left my account. The difference in time zones between Alaska and Texas would not explain this discrepancy. This was also not listed as a posting date. There may be some valid reason why USAA listed the transaction as taking place on the 4th, but I think it is more likely that the investigation was conducted in shoddy fashion or that USAA is attempting to obscure a more serious issue with their bookkeeping. On XX/XX/XXXX at XXXX XXXX, I called USAA. The call lasted 25 minutes. ( See Exhibit J screenshot ). I spoke to someone named XXXX? Since USAA continued to affirm that they had sent the money and didnt seem to be making any effort to help me track down the whereabouts of the {$2000.00}, my only other recourse was to try and get documentation from XXXX XXXX support their assertion that they had not received it. I asked XXXX for advice about who I could take this issue up with further. She was either unwilling or unable to offer any advice. On XX/XX/XXXX at XXXX am, I called the XXXX police. I ended up speaking with XXXX XXXX and explained the situation to him. I emailed him the information contained in Exhibits B, D, and I. XXXX XXXX called me later to let me know that he had gone to XXXX to look into it. ( Exhibit K screenshot ). The person who was the most qualified to recover the information was not available, but XXXX XXXX shared the information that I had provided with the operations manager who told XXXX XXXX that " No {$2000.00} transaction took place ''. I still have no written documentation of any kind from XXXX regarding this matter. I am not a customer of XXXX and I am in no position to compel them to provide me any. I left a message on XXXX XXXX voicemail but he has not gotten back to me. I suppose he has more important things to do than straightening out an issue that USAA or XXXX should be resolving. On XX/XX/XXXX at XXXX pm, I called USAA again and spoke to XXXX in an attempt to get any documentation that USAA might have that would help me in my efforts, or XXXX XXXX XXXX. ( Exhibit L screenshot ). I explained to the representative that I did not know exactly what I should ask for but I specifically asked for anything like transaction numbers that would allow someone to trace the transaction. He said that the documentation would be sent. On XX/XX/XXXX, six pages of documentation that USAA claims to have used to conduct their investigation into the transaction, were sent to me as a PDF. ( See Exhibit M Documentation PDF ). XXXX. Is a cover sheet titled UPDATE ON YOUR DEBIT CARD DISPUTE. XXXX. Is blank. XXXX. Is a letter dated XX/XX/XXXX, that reads : We received your request for the documentation used to decision ( sic ) the transaction dispute. As requested, weve attached a copy of the documentation. The only information provided on this page was the name of the bank, the erroneous transaction date of XX/XX/XXXX, and the transaction amount of {$2000.00}. XXXX. Is a copy of the message previously sent to me on XX/XX/XXXX, ( Exhibit C above ), informing me that the dispute investigation had started and a temporary credit of {$2000.00} was deposited. XXXX. Is a copy of the letter that had previously been sent to me on XX/XX/XXXX with the erroneous transaction date of XX/XX/XXXX, ( Exhibit I above ). Based on the information provided, weve determined an error did not occur. A through and reasonable investigation was performed. After reviewing all internal records and relevant information for the dispute, we have determined that no error occurred. The {$2000.00} temporary credit we posted to your account will be reversed on XX/XX/XXXX. XXXX. Is a duplicate copy of page 3 above. There was no new information in any of the six pages. There was certainly nothing that could have possibly been used by USAA to conduct a through and reasonable investigation to determine if the money had ever actually been sent to XXXX as was claimed in Exhibit I. There was no information that I could have used to further XXXX XXXX investigation. There was no information that I could have provided to XXXX or the CFPB. If XXXX has simply relied on the above documents to decision ( sic ) the transaction dispute, as is claimed on page XXXX, it calls into question USAAs ability to safely handle its customers bank accounts. On XX/XX/XXXX USAA debited my account for the missing {$2000.00}. ( Exhibit N screenshot ). This missing {$2000.00} is no small matter to me. I have run into financial difficulty lately and have had to take a premature distribution from my IRA to make ends meet. Any amount taken from my IRA, including this {$2000.00}, is subject to taxes, a 10 % IRS penalty, and loss of future interest. I have spent a great deal of time trying to resolve this matter, including assembling everything for this complaint. This entire episode has left me with the realization that USAA may have been mismanaging my various accounts over the last 30 years. I have no practical means at this point of determining to what extent these errors have been taking place. This unsettling realization has affected my sleep over the last month and I have recently developed a nervous disorder and have been experiencing cognitive issues as a result. I am now getting medical care for these issues and have been offered several prescription medications. I hope that this issue can be resolved in a timely manner before I suffer any more damages or need to expend any more of my time doing the job that these banks are supposed to be doing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99709
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-16
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: usaa rejected 3 of my payments when i had money in the bank. not only did they charge me XXXX dollars but one of my payment companys charged me a XXXX dollar return fee. USAA returned XXXX dollars but not the whole amount which they caused me to be charged. I'm asking that USAA return XXXX dollars in total that is still not returned. attached are screen shots.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: On XX/XX/XXXX, while staying at the XXXX XXXX, I used my credit card at the pool bar. My mother got sick while at the pool that afternoon and in the panic I left my credit card behind. I left XXXX on XX/XX/XXXX. I didn't remember that I'd left my credit card behind until a few weeks later, very close to XXXX, when I saw that a total of {$5200.00} had been withdrawn from my account over XXXX transactions on a single day, XX/XX/XXXX. I don't normally use my credit card when I'm not traveling, and USAA did not flag this unusual behavior on my account. I filed my first fraud claim on this matter in late XX/XX/XXXX. At that time, I did not file a police report because I have never needed to do that for other fraud claims. USAA took XXXX months to respond to this claim and the denied that it was fraud because the person who stole my credit card according to USAA accessed my account at the ATM using my PIN without failure. USAA concluded for that reason only that this crime is not fraud. The agents I spoke with at USAA all asked me how this thief was able to get my PIN but I couldnt answer that question because prior to this, I knew nothing about how credit card fraud happens. So I spent several months doing research and talking with experts about it. During this time, the XXXX police investigated my case. The rest of this letter includes the findings of the police investigation and what I found in my research. Im here to insist that this is indeed fraud in fact, USAA failed to protect my personal information and also failed to implement appropriate fraud detection mechanisms such that I was unwittingly vulnerable to fraud and had been for the XXXX years that Ive been a USAA member. Furthermore, USAA didn't bother to review video footage, although it took them 3 months to reach a conclusion on my case. By the time I learned they had denied my claim and opened an investigation with XXXX Police, several of the banks had purged their video, so there were only a few banks that could offer the police a video to help identify the thief. - The guy caught on camera spent over XXXX minutes at the ATM conducting a transaction. If he was successful using my PIN, he would not have needed XXXX minutes. - The USAA agent admitted it wasnt fraud while on the phone with me. They have they informed me at the start of the call that this was a recorded conversation. Please refer to that previously recorded conversations on this matter because I specifically said to the USAA agent that if this isnt fraud, then I must be attempting to defraud USAA. The agent replied by saying Well we dont think YOU committed fraud. Youll find that in a recorded discussion during the first week of XXXX, XXXX. - I've attached the findings from XXXX police in which they conclude that this was indeed fraud. I had to close the case in order to get the police report without redaction. I felt that too much time has passed at this point and they have no leads on who this person is- meanwhile I have over {$5000.00} in credit card debt + fees and interest building up. I need resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA Bank linked my checking, savings and VISA card accounts with another person I do not know and definitely did not authorize to have access to my accounts. I was also given access to the other person 's accounts. I called USAA Bank on XX/XX/2022 and notified them about the issue ( over 2 weeks ago ). They told me that the other person had wanted to link their accounts up with someone else, but they provided an incorrect number so *my* whole banking profile got linked to theirs instead of who they intended to be linked. Obviously USAA Bank didn't bother to review/verify if the name was correct before doing the linkage as the other person certainly would not have known my name, nor was I contacted at any point to advise that someone was trying to link their accounts with mine. USAA Bank then blocked me from making online bill payments from my account but did not remove the other person from being linked to my accounts. When I tried to follow up with USAA Bank on XX/XX/XXXX seeing that no correction had been made, the hold time was XXXX minutes for a representative, so I tried to send an email, but the website told me that I was not allowed to send an email about my issue. I therefore mailed a letter to them on XX/XX/XXXX describing the issue and still have had no response whatsoever to my initial call on XX/XX/XXXX nor the letter mailed XX/XX/XXXX, and as of today XX/XX/XXXX my account is still linked up with the other person who is a complete stranger and who can presumably view my account activity seeing as their checking account, banking activity and debit card are completely visible to me. This is an egregious breach of security and confidentiality, and USAA Bank has shown no response over XXXX weeks after I reported it. I removed almost all of my funds from my checking and savings accounts and blocked my credit card to protect myself, but this situation is completely unacceptable and non-compliant with banking regulations as far as I understand. I plan to close my accounts altogether as soon as I can get new accounts opened and active/usable at another bank. Obviously I do not trust USAA Bank 's processes and security any more, and their complete lack of response to this serious issue is frightening and disturbing. I believe they should be subject to regulatory discipline as their activity certainly does not demonstrate adequate security measures or reasonable concern about the safety of customers ' bank accounts and access by others thereto.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had a payroll check deposited into my checking account with usaa. My account was then put on hold for the funds but ended up being closed and was told I had to wait 60 days for them just to close the account all the way and send a check afterwards for the funds. There wasnt any fraud committed nor did any check bounce on my account. Im not getting the proper help with this issue through usaa the representatives have been rude and non insightful pertaining this issue. I have spoke to both departments I was told 10 days at first now XXXX and I am currently stuck in XXXX XXXX TX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42240
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: Upon moving to XXXX alone, I decided to get a dog. I located a french bulldog breeder on XXXX and " reserved '' XXXX of their puppies on XXXX XX/XX/2022 for {$350.00}. I requested a couple weeks to move into my new place then I would pick up the puppy. We corresponded regularly, sent pictures and videos and kept in communication regarding timelines and health of the puppy. Once the " puppy package '' was completed, the breeder requested another {$350.00} which I sent on XXXX XX/XX/XXXX. The day before I was to pick up the puppy, the breeder requested the final payment of {$700.00}, which I paid on XXXX XX/XX/2022. The next day after work, I drove to the address in XXXX, XXXX provided by the breeder. I arrived at the location around XXXX, and the person at the house informed me there was no puppy there. I reached out to the breeder to confirm address and was immediately blocked. During my drive back home, I contacted my bank ( USAA ) to file a dispute for all three of the XXXX transfers. Yesterday, XXXX XX/XX/2022, my bank informed me they had reviewed the policies and regulations and decided in favor of seller. XXXX holds the money sender liable even if the seller does not provide the goods as promised. There is no buyer protection when using XXXX. USAA requested the external institution of the seller return funds, and they declined. As of today XXXX XX/XX/2022, I have requested the documented used to decide in the favor of the puppy scammer.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85635
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A