Usaa dispute issues

When you file a dispute and you provide information in regards to the item being returned via a tracking number. Also giving day it was received and returned and signed for by the company. Why does usaa think it's OK to pay for an item than send the item back and than lose the money you paid for the item you no longer have??? Usaa is disgusting over 12 years of membership and they still screw you... no loyalty time to move all my stuff to navy federal.
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Usaa needs to contact me before I close all my accounts and bank elsewhere...

@Lc46em, Thank you for reaching out and sharing your concerns. I have engaged the appropriate area for further review your concerns. Thank you and I'm sorry for any inconvenience this process has caused you. 

Hopefully they decide to call me or email me before I close all my accounts