Consumer complaint received 2018-11-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/2018 an individual contacted USAA by phone to request an expedited debit card be mailed to them because they were out of town. USAA Sent a new card and pin number!!!!!! to an address in another STATE!! that is not listed on my banking profile but states that the request was valid because it was made from a phone number on my profile. On Friday XX/XX/2018 the individual was in possession of the card and new pin and deposited/wire transferred ( not sure which ) into my account XXXX This is when I was first made aware of the situation because I was emailed a notification about the deposit. I didnt know if it was a mistake or if I had just won a prize or XXXX knows so I immediately contacted USAA the same day. I informed the representative that I wasnt expecting any large deposits, so he placed a freeze on my account for 5 business days until they could investigate. I contacted them in 5 days to figure out what was going on only to find out that the same individual called back on or about XX/XX/XXXX to increase the ATM limit from {$600.00} to {$4500.00} ( after the account was placed in a freeze status ). The individual withdrew all of the money in another state leaving me now with a negative balance of XXXX that USAA is claiming I am now responsible for. I am beyond XXXX!!!!! I have been with this company for over 10 years and always spoke so highly of them. This company thrives on doing business for the ARMED FORCES!!!! I AM FLOORED ON HOW THEY COULD BE SO NEGLIGENT TO SEND A CARD WITHOUT ADDITONAL SECURITY PRECAUTIONS!!! I have been XXXX  to XXXX and XXXX and was mobilized at XXXX XXXX  during the XXXX and I was honored to serve every time. Facing enemies foreign and domestic, but this is a different kind of enemy one who sits behind a desk or computer who refuses to do their due diligence in rectifying the situation. The individual who withdrew all the money was identified by ATM video surveillance from the sheriff department in county after I provided them with the information. Information that USAA also had in their possession. However, with the suspect identified, police reports, phone records ( that show I didnt make a call to USAA on XX/XX/XXXX ), and any other supporting documentation that USAA has requested they are still holding me accountable. The reasoning is that I didnt safeguard my information!!!!!!!!! ... My thing is 1. you were notified in a timely manner ( less than two days ) which is part of the depository agreement. You were negligent in providing someone with a new card and pin # by mailing it to an address nowhere listed on my profile. And 3 ) whatever wire transfer/deposit that took place on Friday should take at least 1 business day to clear before someone is allowed to just withdraw that amount of money!!!. I have escalated this situation to the CEO of the company with no avail and I dont know what else to do except arbitration, small claims, or just find away to pay the money so I dont mess up my credit!

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