Consumer complaint received 2023-11-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XXXX, two fraudulent debit transactions each for {$300.00} were made using my ATM card from our checking account. After receiving a text message fraud alert from USAA about these transactions, I immediately contacted USAA to indicate these were fraudulent transactions. My ATM card had been in my possession the entire time and I had never provided my ATM card or PIN to anyone else to use. I was on conference calls working from home at the time these two withdrawals were made from a XXXX XXXX ATM in XXXX, MD, an ATM which we have never used. 

After conducting an internal " investigation '', USAA erroneously concluded these transactions were not fraudulent and they sent me letters on XX/XX/XXXX and XX/XX/XXXX indicating they concluded the charges were authorized. I called USAA on or about XX/XX/XXXX, to dispute this conclusion and I asked them to re-review the case. 

On XX/XX/XXXX, after re-reviewing the case USAA issued another letter stating No new information. As a result, youll remain responsible for payment of this transaction and any associated fees. Decision stands. On XX/XX/XXXX, I called USAA to request the information or documents they reviewed in making this decision. I was told I would receive information within 5 business days. I never received any such information. 

I called USAA again on XX/XX/XXXX, to dispute the treatment of this transactions and to indicate I had not received any information. The agent on the telephone verbally told me that USAA was denying the fraudulent claim because our checking account had a {$300.00} withdrawal made on XX/XX/XXXX, and a {$300.00} withdrawal on XX/XX/XXXX. These withdrawals were legitimate withdrawals and they were made using my husbands debit card, not my debit card which was the compromised debit card. Also, these two transactions were made at two separate ATMs, one of which we frequent on a regular basis for ATM withdrawals, and they were made 2 days apart not immediately after one another. In short, they are separate and completely unrelated to the fraudulent charges, something we explained to the agent on the telephone. I asked USAA to request the video footage at the ATM where the fraudulent transactions were made as this would clearly show the person making the withdrawals was not me. I never received a response from USAA on this request. 

On XX/XX/XXXX, I received another letter from USAA indicating the transactions were not fraudulent and that no new information was provided. I do not understand what information we are to provide ; these were not our transactions, I do not have any information about them. I can provide work e-mails and call history to support my statement about being at home working while these fraudulent transactions were completed but I have never been contacted by USAA to request this information nor has USAA been forthcoming with the information they utilized to make their conclusion. We do not understand how USAA is able to reach this conclusion and they have been unable and unwilling to provide us with any further explanation.

We are extremely disappointed with how we have been treated by USAA. We do not understand why they believed the two fraudulent ATM withdrawals were legitimate transactions and would like for USAA to uphold its policy of not holding its members responsible for fraudulent transactions. We request a credit to our account for the {$600.00} fraudulently withdrawn. We will be moving our banking relationship if this situation is not resolved to our satisfaction.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief