Consumer complaint received 2020-02-27
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:
XX/XX/2020 I would like to file a consumer complain against USAA Bank ( Main Office : XXXX XXXX XXXX XXXX XXXX, TX ) Phone : ( XXXX ) XXXX and XXXX XXXX  ( XXXX XXXX XXXX XXXX, GA XXXX ) Phone : ( XXXX ). On Sunday XX/XX/2020 at XXXX my XXXX-year-old son and I went to the ATM machine located at XXXX XXXX  on XXXX XXXX XXXX XXXX , GA to make a cash deposit of {$200.00}. We had recently opened him a youth spending account with USAA and he was excited to have an account and his own debit card. USAA has few to no ATM or standing banks in the area so the use of an ATM machines is standard practice with account holders. 
On this occasion, which was my sons first experience with using the ATM machine, the machine errored and ate his {$200.00} cash deposit. I immediately contacted USSA bank and filed a dispute. Monday XX/XX/2020 I called to confirm the dispute was entered and I was told that it would be 48-72 hours. So, on Wednesday XX/XX/2020, I called again and was provided an email at the time stating they denied the claim because it was a non-USAA ATM machine and they could not verify the deposit by forcing another institution to audit or review the ATM camera. 
Needless to say, I was very upset that they would allow the use of outside ATMs but would not have a policy to dispute outside ATM malfunctions. So, I attempted to address this from another angle by contacting XXXX XXXX after getting nowhere with USAA. XXXX XXXX  Customer Service Line informs me that the banking institution I have an account with ( USAA ) would have to file the dispute with XXXX XXXX  and they did not take dispute requests from individuals who are non-account holders. So, I again contacted USAA to escalate the problem and got the response that contacting other banks to file disputes was not a part of their protocol. 
Still not ready to give up on Thursday XX/XX/2020 I was able to go inside the local XXXX XXXX  Branch and speak with the Branch Manager. He informed me that the ATM is not owned or operated by XXXX XXXX, but it operated by XXXX. ( I know from working with XXXX that they are a carrier service and collect and move funds via armored truck not a banking institution ). So, I did call XXXX and they confirmed they service the machines and would come out at the request of the owner ( XXXX XXXX  ). Again, I relayed this information to XXXX XXXX  to which I got the response no, we are not calling XXXX to come out, go to your bank and have them resolve. 
I am very displeased with the customer services or lack thereof and even more disgusted that my XXXX-year-old has lost his money that he has been saving up for some time. But, I am positive that this has happen to others and I think that banks should do a better job resolving these types of issue. I would like for both USAA and XXXX XXXX  to take responsibility and implement a practice to resolve these problems other than saying, sorry we can not help you. No one should experience the frustration of having your money that you worked for taken by the banks that you entrust to hold guard it. Please assist us in next steps in holding these banks accountable.

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