Consumer complaint received 2018-05-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
Hello All, I travel for business and was in XXXX for the last two weeks working with a client. Unfortunately, somewhere between Thursday evening XX/XX/XXXX and Friday morning XX/XX/XXXX I lost my debit card. I called USAA first thing Friday morning upon noticing that the card was missing. I also while on hold checked my phone app to see if there was any fraudulent activity. Thankfully there was none. The USAA rep asked me if I would like the card expedited to me. I said absolutely. I was flying home that day and now was traveling without access to my funds. Figuring I could make due I made my way home to my family. I thankfully have a joint account with my wife, so I transferred money to her account and we took out cash for the weekend. I vigilantly checked my account for fraud. I did not see any unauthorized activity. However, my sons School lunch program deducted their scheduled payment and XXXX deducted a scheduled payment both using my supposedly cancelled card. Monday comes, and I receive my new card. I open it up and being a security consultant for many years my heart sunk. They had issued me the same card number, expiration date, and csv ... .in other words a copy. I called USAA immediately upset and concerned about a lot of things. Some of those concerns included : They left a card reported lost active for 3 days should they manage my money? How many more days till I can use my account again and have full access to my money? If I didnt share an account with my wife, and she not have a card tied to it I may not have been able to buy formula due to lack of access to my money ... .my kiddo would have starved? Is this happening to others less fortunate then me? who else is the incompetency of this department hurting? Exposing? The first USAA employee I spoke to I immediately warned that I am quite upset and why. I then decided I didn't want to bite off the head of someone that low on the totem pole, I requested to speak to a supervisor. The supervisor comes on. I inform the supervisor of the situation and receive zero empathy or remorse of leaving my family exposed and without access to their money. I then request to speak to that supervisors supervisor. Third person is the first person who even sounds concerned. None of them however went ahead and killed the card until I requested it. 3 employees all made aware of a card that's been left active that shouldn't have been and I am the one informing them to kill the card. I am the one having to explain why this is bad. I have normally had good experiences with USAA, but I now do not know that my money is safe. Not looking for anything other than that you the federal over-site checks to ensure that the lost and stolen card department is doing their jobs. Especially when it comes to keeping my money safe and other familys money safe. Lastly, they should be notifying customers of the cancellation and issuance of cards dont you think? Not once did i receive notifications through there app, even to let me know of the cancellation of the card. Credit Card debit card Copy attacks happen every day. Shouldnt a bank be concerned and doing everything to keep that from happening? Thank you for your time!

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation