Consumer complaint received 2019-01-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XXXX XX/XX/XXXX, approximately XXXX, I checked my USAA bank account before paying for a luggage online for going out side the USA leaving around XXXX. I noticed my account showed XXXX balance due to a list of unauthorized purchases done from XX/XX/XXXX thru XX/XX/XXXX. While all of these transactions still showed pending, I called USAA to report the fraud charges on my checking account. I went over the following unauthorized charges, starting with the most recent one : XXXX XXXX {$300.00}, XXXX {$280.00}, XXXX {$250.00}, XXXX {$250.00}, XXXX {$210.00}, XXXX {$200.00}, XXXX XXXX {$200.00}, XXXX {$170.00}, XXXX {$100.00}, XXXX XXXX {$89.00}, XXXX {$15.00}, and XXXX XXXX XXXX {$0.00}. All these transactions happened in XXXX XXXX, NY while I was visiting families during the holidays in the XXXX, NY. The representative stated all the transactions will go thru during the investigation process. I was receptive of their process to the investigation procedures. 

On XX/XX/XXXX, USAA concluded their investigation and refunded the total of {$700.00} for three of the unauthorized transactions. The rest of the transactions were found authorized charges because the card chip was used in store. 

On XX/XX/XXXX, after canceling my debit card on my initial report, these two online transactions were processed at XXXX for the amount of {$190.00} and {$16.00}. I called USAA and expressed my concerned about my account activities, their inability to stop transactions after filing a fraud report and the final report investigation results. I reapealed their findings and inquired about the new transactions posted on my account after the fact that I canceled my debit card. The representative was unable to elaborate on it, except that the transactions were done online and paid by the bank already. The bank Representative stated I needed to check my email print, sign and send an affidavit form as soon as possible, in order for USAA to reopen and review the case. Within a day or two, I printed, filled out and scanned the affidavit form back to the fraud department. The affidavit explained where I believed the card was compromised and a statement reiterating that I did not authorized those charges. 

A few days later, I followed it up and was told that according to the final investigation report, they concluded that all transactions were authorized. I rebottle their findings and expressed my frustration with their investigation. The representative inquired about my debit card and encouraged me to destroy it as I was told during the initial report. I stated I would get rid off after the conversation. 

On XX/XX/XXXX, USAA debited {$300.00} from my account for card recovery fee. On XX/XX/XXXX, USAA debited {$700.00} for the three transactions they refunded on XX/XX/XXXX. These debit activities left my checking account with a balance of - {$520.00}. 

On or after XX/XX/XXXX, I spoke with an USAA representative in regards to the aforementioned debited funds and their final findings for the third time. I reiterated, the affidavit explained where my card was probably compromised and they need to do better and thorough investigation. I restated, the card was compromise at a XXXX XXXX store in the XXXX, NY. On XX/XX/XXXX, I used my debit card to send {$760.00} outside the USA thru XXXX XXXX. The transaction was denied due to the bank daily limit. Therefore, I called USAA to increase my card limit to {$2000.00} because I planned to purchase a few XXXX present over the weekend. While waiting, the XXXX XXXX staff photocopied my driver license and overheard the conversation with USAA customer service. During the transaction, I used the pinpad located on top of the counter where the pin can be easily notice thru the store videos camera. 

On XX/XX/XXXX I returned to USA and tried to file a police report with the XXXX police department. Unfortunately, they would not take my report because I live in a different State. However, they recommended to file it after I arrive home. 

On or about XX/XX/XXXX, I filed a police report with the XXXX police department in Georgia. 

On XX/XX/XXXX, investigator Mr. XXXX XXXX called in reference to my debit card fraud report. He inquired about the bank statement and went over each unauthorized transaction and explained the investigation process. 

On XX/XX/XXXX, I followed it up with Mr. XXXX and forwarded an USAA email stating that the case was completed and closed. They found not unauthorized fraud charges and advised me to reappeal their findings if I was not satisfied. 

On XX/XX/XXXX, Mr. XXXX acknowledged receiving the email and inquired USAA about their findings. Also, He was waiting on the XXXX XXXX police depart, NY collect and send him the recording videos footage from each store. Mr. XXXX would contact me when he gets new information. Mr. XXXX can be reach at XXXX or via email at XXXX. 

I believe the USAA investigator are drawing their conclusion based on the fact that I called to increase my daily limit and traveling outside the USA right after all of this happened. This is absurd, unfair and unsatisfactory method of conducting an investigation after reappealing it more than three times. 

I am a XXXX  Veteran with XXXX. This issues have sabotaged my XXXX XXXX. I am taking additional measurements to control my emotions. I just retired in XX/XX/XXXX from the military, after serving 21 yrs of XXXX XXXX. I have been a member of USAA bank for 20yrs. I will never jeopardize my status or reputation to fraud any organization. I feel USAA is abusing their power and taking advantages of me. I feel that they are damaging and slandering my character. I know all my whereabouts during the weekend that all of this happened.

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