Consumer complaint received 2022-02-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
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/2021 my debit card and pin was compromised/ stolen around XXXX. At XXXX PM ( XX/XX/XXXX ) I called USAA and reported the card stolen. At this time more than XXXX charges, atm withdrawals had been completed XXXX transaction for {$11000.00}. Several different ATM machines at a XXXX, XXXX Bank XXXX XXXX Bank XXXX XXXX, Bank of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. On this same event, my phone, coats and personal cash were stolen. I contacted the XXXX Police Department and was instructed to complete a police report online. USAA assured me their policy was that I would not be responsible for charges that were not made or authorized by me. After a few phone calls USAA had issued provisional credits for the entire amount. XX/XX/XXXX & XX/XX/XXXX calls were taken to process XXXX of the XXXX transactions. I assume because of the large quantity of transaction the USAA agent made errors and did not complete the transactions. ( USAA folks mentioned errors were made in processing ) On XX/XX/XXXX, ( XXXX later ) USAA sent me a notice of their investigation. The results were that USAA did not find these charges to be fraudulent. 

On XX/XX/XXXX USAA reopened the case with my request for an appeal. In addition I have requested the details of the investigation and the basis for the reversal. As of XX/XX/XXXX I have not been provided any documentation of the investigations. After speaking with several USAA people, it seems that the reversal was made since the card chip was used. That had to be obvious since I reported the card stolen. On XX/XX/XXXX I uploaded my police report via secure link. 

It is impossible to speak to anyone in the fraud department. I have escalated the matter to Executive team member several times and having spent hours on the phone. 

My last phone call on XX/XX/XXXX which was XXXX hour and XXXX minutes only to conclude that USAA will not offer any more provisional credits, the appeal process could take XXXX days, and that I need to resolve my negative balance to avoid a negative credit score impact. 

USAA has not been able to answer how my daily cash withdrawal limit was exceeded. {$11000.00} mostly from multiple ATM machines were used and nothing is noted on my account about increase in cash withdrawal limit. In my 28 years as a customer I have never utilized ATM 's machine so aggressively. I use an atm about 6 times a year. 

Also, I have nothing in writing from USAA that a case has been reopened nor have I received anything acknowledging an appeal. My concern as of now is that nothing is actually happening at USAA and that eventually a period time will expire that prevents any actions in my favor. 

USAA executive team assured me I am doing all of the right things to resolve the matter however no one can offer a path to a resolution. ( Good or bad ) Two other credit cards had the same issue and the matter was resolved timely. My insurance company processed a claim for personal property. 

I would like to understand my rights and ensure that USAA is handling my fraud claim with fairness and urgency. 

Thank you! 

Available Documents : Bank Statements USAA responses of findings : XXXX letters stating " we found no fraud '' Police Report AT & T bill for replacement phone validating phone was stolen. 
Commercial account, phone is owned by employer

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