Consumer complaint received 2021-02-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
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/XXXX I ATTEMPTED " TWO '' WITHDRAWALS EACH IN THE AMOUNT OF {$10000.00} XXXX PESOS EACH ( = {$530.00} U.S. EACH ) FROM MY USAA FEDERAL SAVINGS BANK # XXXX ACCOUNT USING A XXXX BANK ATM. I RECEIVED NO CASH OR RECEIPTS SHOWING WITHDRAWALS OR NO WITHDRAWALS. TOTAL LOSS WAS {$20000.00} XXXX PESOS, EQUAL TO {$1000.00} U.S. 

IMMEDIATELY I REPORTED THE TWO UNSUCCESSFUL ATTEMPTS TO A XXXX BANK ( XXXX  ) REPRESENTATIVE AND WAS TOLD NOT TO WORRY. I IMMEDIATELY CALLED USAA FROM THE ATM LOCATION AND WAS TOLD NO TRANSACTIONS SHOWED. I PROCEEDED TO ANOTHER ATM AT SAME BANK AND WAS SUCCESSFUL WITHDRAWING {$10000.00} XXXX PESOS OR {$530.00} U.S. FROM MY USAA ACCOUNT. THE DIFFERENCE OF THE THREE TRANSACTIONS DUE TO A CHANGING EXCHANGE RATE. I HAVE NEVER DISPUTED THIS THIRD TRANSACTION. 

LATER AT HOME I CHECKED MY ONLINE USAA ACCOUNT AND DISCOVERED ALL THREE TRANSACTIONS HAD BEEN DEDUCTED. IMMEDIATELY I WENT BACK TO THE XXXX BANK TO TALK TO THE BRANCH MANAGER. AGAIN, I WAS TOLD NOT TO WORRY. HE ALSO STATED THIS WAS NORMAL AND THAT IT IS STRAIGHTENED OUT BY THE CUSTOMERS UNITED STATES BANK. 

USAA SHOULD HAVE NOTICED THE TRANSACTIONS FOR THE SAME AMOUNT, FOR THE SAME BANK, OCCURRING AT IDENTICAL TIMES AND SHOULD HAVE REVERSED THE DEDUCTIONS. 

USAA ALSO FAILED TO NOTE THE TOTAL OF TWO UNSUCCESSFUL AND ONE SUCCESSFUL TRANSACTION ON THE SAME DAY IS {$1600.00} U.S. THE TOTAL {$1600.00}. THIS EXCEEDS USAAS OWN SERVICE FEE SCHEDULE. THERE IS A LIMIT OF {$600.00} U.S. PER DAY A CUSTOMER CAN WITHDRAW FROM AN ATM. IT IS NOT POSSIBLE TO WITHDRAW MORE THAN {$600.00} PER DAY. 

AFTER USAA HAD GIVEN ME CREDIT DURING THEIR INVESTIGATION THEY AGAIN MADE TWO DEDUCTIONS FROM MY ACCOUNT. THIS TIME THE AMOUNTS WERE {$530.00} AND {$530.00} AND NOT THE ORIGINAL {$530.00} AND {$530.00}. THIS HAS CAUSED EVEN MORE CONFUSION AND ME MORE LOSS OF MONEY TO ME. 

USAA HAS PROVIDED ME WITH ONE DOCUMENTATION GIVEN BY THE XXXX BANK. THREE TRANSACTIONS SHOW FOR THE SAME DAY BUT ONLY ONE FOR {$10000.00} XXXX IS MINE. ALTHOUGH, MY TRANSACTION SHOWN IS DATED XX/XX/XXXX, TWO DAYS BEFORE MY TWO DISPUTED TRANSACTIONS. USAA FAILED TO NOTICE THIS. ALSO, THE THREE TRANSACTIONS ON THE DOCUMENTATION ARE SEQUENTIAL. THIS WAS NOT POSSIBLE ON XX/XX/XXXX. NO ONE USED THE FAULTY ATM BETWEEN MY UNSUCCESSFUL IDENTICAL TRANSACTIONS WITHIN A MINUTE OF EACH OTHER AS I WAS OCCUPYING THE ATM. THIS IS REFLECTED IN THE IDENTICAL EXCHANGE RATE WHICH HAD NOT CHANGED WITHIN THE MINUTE I WAS AT THE FAULTY ATM. THE FOREGOING SHOWS THAT USAA DID NOT CONDUCT AN ACCURATE OR THOROUGH INVESTIGATION. 

I SUSPECT THAT THE XXXX BANK HAS NO DOCUMENTATION OF TWO NON-SUCCESSFUL TRANSACTIONS ON XX/XX/XXXX BY ME. NO MONEY WAS DISPENSED FROM THE FAULTY ATM, THUS NOT BEING ABLE TO PROVIDE DOCUMENTATION. THE ONLY THING THAT HAPPENED IS REPORTING OF THE TRANSACTION WAS IMMEDIATELY ELECTRONICALLY TRANSMITTED TO USAA. USAA HAS NOT PROVIDED ME WITH ANY DOCUMENTATION FROM THE XXXX BANK SHOWING TRANSACTIONS ON XX/XX/XXXX. 

LASTLY, I HAVE ANOTHER DEBIT OF {$530.00} ON XX/XX/XXXX. THIS LEADS ME TO BELIEVE THAT USAA THINKS THAT THERE WAS ONLY ONE DISPUTE WHEN IN FACT THERE WERE TWO. THERE HAS ALREADY BEEN {$1000.00} U.S. OF MY MONEY MISPLACED. NOW I AM WONDERING IF ANOTHER {$530.00} IS MISPLACED OR WRONGFULLY DEDUCTED FROM MY USAA ACCOUNT DUE TO THEIR ERRONEOUS TRACKING, BOOKKEEPING, AND POOR INVESTIGATION. 

MY MANY CALLS ( AT LEAST TEN ) TO USAA HAVE BEEN UNSUCCESSFUL. THE MAJORITY OF TIMES I HAVE BEEN DISCONNECTED WHILE ON HOLD. I HAVE BEEN GIVEN VERY LITTLE INFORMATION ON THE STATUS FOR WHAT STARTED AS A DISPUTE FOR TWO TRANSACTIONS. I HAVE RECEIVED ONLY USAA FORM LETTERS SAYING THE DISPUTE IS BEING INVESTIGATED AND THEN THE INVESTIGATION IS COMPLETE AND THE MONEY HAS BEEN DEDUCTED AGAIN. THESE LETTERS HAVE BEEN SENT VIA USPS MAIL WHICH I HAVE INSTRUCTED USAA MANY TIMES TO ONLY SEND ELECTRONIC EMAIL OR MESSAGES. I PRESENTLY AM IN XXXX AND IT TAKES A MONTH OR MORE TO RECEIVE MY MAIL. I SUSPECT THAT MY MONEY WAS GIVEN TO THE XXXX BANK AND USAA CAN NO LONGER GET IT BACK NOR DO THEY WANT TO ADMIT THEY WERE WRONG AND CONTINUE TO BE SO. THIS IS FRAUD BY USAA. I HAVE ALSO WRITTEN WITH A LONG EXPLANATION TO BOTH CEOS FOR USAA. I HAVE NOT HEARD ANYTHING IN RETURN. 

THERE HAVE BEEN MANY MISTAKES BY USAA WHEN THIS STARTED AS A DISPUTE. I BELIEVE NOW IT IS FRAUD BY USAA. 

I THANK YOU IN ADVANCE FOR YOUR HELP AND APPRECIATE YOUR TIME IN HELPING TO RESOLVE THIS ISSUE AND HAVING THE MONEY THAT IS RIGHTFULLY MINE RETURNED TO ME.

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