Consumer complaint received 2022-12-13
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 XXXX XXXX I spoke with XXXX XXXX via chat to report fraudulent charges after my wallet was stolen. Those unauthorized charges were reversed and I heard nothing else until on XX/XX/XXXX, a letter sent to me stating that my dispute case was investigated thoroughly and found to not be fraudulent and that those charges would be reversed back. I called on XX/XX/XXXX, spoke to a representative, and asked her what was investigated for USAA to claim these charges were mine when they are not, I was told it was because XXXX. My debit card was not missing, and XXXX. A pin number was used with no failed attempts. I explained to her that is inaccurate, that my wallet was stolen with my card inside it and it was reported to USAA over a month previous, so that card ending in XXXX most definitely is NOT in my possession. The rep said she would add notes to that case, that in fact I do NOT have said debit card in my possession and again these are not my charges. The very next day on XX/XX/XXXX, another letter sent to me, this time they removed that the debit card was still in my possession, but claim a pin number was used with no failed attempts so that charges are not fraudulent and on XX/XX/XXXX reversed all the charges that were reported. 
Now, I am getting my own documentation together to reach out to you to let you know about these unauthorized charges, also provide you with documentation to prove that I contacted USAA and did everything correct on my part, and ask you to look over this dispute again, and replace the funds to my account. Also, upon looking thru the chat record of my initial dispute on XX/XX/22, XXXX XXXX made several errors, and when I pointed them out to her she told me she was amending the report, and also initiating an Enterprise Fraud Case Report since my whole wallet was stolen. Now, I am seeing, it looks like she never amended the report that she made the errors on, and I feel this is why the investigation was not able to be completed accurately. 
XXXX also including the XXXX letters dated XX/XX/XXXX, and XX/XX/XXXX stating that the charges were thoroughly investigated. Reasons were that a pin number was used for said transactions and no failed attempts made on them. I, personally have contacted the fraudulent charge vendors asking about how debit card payments are taken, etc and I was able to find out that out of XXXX listed fraud charges, only XXXX of them were possibly to be used with a PIN number ( not surprising of no failed attempts, due to a brain injury and memory problems my pin is in small numbers on my card ) as XXXX of the charges are with companies that do not allow the customer the option to use a pin number it is always ran as credit purchase. 

All transactions are dated XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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