Consumer complaint received 2018-07-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
The bank is USAA, I filed a dispute for unauthorized use of my checking account using my debit card. After calling and some correspondence with them we're still not able to come to a solution. At first when I called them I told them that {$200.00} was missing from my checking account. A few days later they gave me back my $ XXXX.Then when my direct deposit ( SSD ) came in 30dys later, USSA took the {$200.00} back without any explanation ( none that I recieved ). This left me with problems that I normally would not have for example, certain neg balance. Once again I corresponded with them. I disputed the unauthorized taking of my funds and they would not give me back my funds until the investigation was done. I after a couple of months I was finally afford the chance to see a deposit statement. This is when I realized that the day in question was in XX/XX/XXXXor XX/XX/XXXX and the money was taken out the same day in New York state. While I was in XXXX Florida. They still did not give me back the {$200.00} ( not  even on a temporary basis ), while they investigated. They then came back at me that their analyst said that the decision stays the same. I explained to them took look at the XX/XX/XXXX statement that I couldn't have been in two places at the same time. They will look into it. After some time and after I wrote again via their web site. They wrote back to say that I was correct and wanted more time to investigate. By this time they should have found out already ( still no replacement of funds ). ( My question at this point ) they took too much time to resolve this issue? Anyway the next I heard from them was to explained that the {$200.00} from my checking account was taken out using my wife 's debit card. After arguing back and forth they something about she has to file fraud. I tell them it's my account not hers although she is authorized to take funds out. However, she did not take any funds out that day, ( I think she was admitted in the hospital that week ). Time went by XX/XX/XXXX to XX/XX/XXXX. Again they fail to resolve this issue in the legal time allotted. It is by this time I find out that my wife 's grandson ( no blood relation to me ) under 17 years of age was the one who took my funds without my knowledge. Mr XXXX from USAA wrote back to me stating that USAA will not give me my money back because I was the one who found out that my grandson took the money therefore it's a civil matter. But he is not my grandson, he is my wife 's grandson and it is my checking account not hers ( a situation that I have try to fix ) ( I never wanted a joint account only a extra debit card for the wife. I need answers and your help am I up the creek without a paddle, did I lose my money with no chance to get it back? Can they legally do this.And as Mr XXXX said I will not be getting any money from them. What CAN I DO?

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation