Consumer complaint received 2018-01-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On a recent trip to XXXX I tried to withdraw money from ATMs numerous times. None of my attempts were successful, and the machine failed to return my card at my last attempt. My USAA bank account shows four ATM debits from my bank account. USAA initially issued adjustments on XX/XX/XXXX. However USAA reversed two of those adjustments on XX/XX/XXXX ( {$66.00} and {$480.00} ). 

Here are the following facts : On XX/XX/XXXX, I traveled to XXXX with two friends, both fellow USAA members who were next to me from the moment I landed until the moment the ATM failed to return my card. They can confirm that I received no money and have authorized USAA to speak with them to verify the facts I assert. 

On XX/XX/XXXX, right after landing, my account shows four ATM debits. Two {$26.00} withdrawals at XXXX XXXX XXXX ATMs, one {$67.00} and one {$490.00} withdrawal at XXXX XXXX ATMs. 

I never authorized any such transaction or this is a bank error. After landing in XXXX, XXXX, I attempted to use around four ATMs, one at the airport and several within the city. At each ATM I requested XXXX euros but I received error messages, and not a single ATM produced money or printed confirmation of my attempt. I was exhausted and jetlagged so I not know whether the ATMs I tried to use were with XXXX XXXX XXXX. I do know my debit card was not returned by a XXXX XXXX ATM. However, none of the requested debits were XXXX euros. 

Merely looking at this withdraw pattern should show something is amiss. It would be weird for me to attempt to withdraw small amounts twice in a row, starting at the airport, and then follow it up with a slightly larger withdraw somewhere else, and then an enormous withdraw slightly later on during the same day. 

When the ATM failed to return my card I ordered a new one from USAA because I could n't retrieve it before leaving. 

On or around XX/XX/XXXX, I disputed all four debits and the amounts were refunded and USAA began an investigation. 

On or about XX/XX/XXXX, USAA determined the two larger debits ( {$67.00} and {$490.00} ) were proper and provided the attached bank records, all in XXXX. Nobody at USAA we spoke with could explain what they meant. As a result, USAA reversed the adjustments. 

USAA appears to have sustained my XXXX XXXX XXXX disputes, but has never told me that in writing. 

On XX/XX/XXXX, my husband spoke to USAA a customer service agent who asked that I put everything down in a letter and send my details to USAA and ask my banker to reverse the debits on my disputed ATM charges, correct its erroneous adjustments and restore my money. 

After hearing nothing from USAA, my husband called back in mid-XX/XX/XXXX and was told my case and been closed. USAA had not communicated that to me. My dispute was reopened and sent to a supervisor who agreed to look over it. 

On XX/XX/XXXX, my husband received a call from a USAA employee who told me my dispute was closed as the bank had determined I had made the withdraws. He asked the customer service agent to put the determination in writing and the agent said he could not because of USAA 's policy. 

On a personal note, between my husband and I, we have been USAA members for over a century. My mom, brother, children, are all USAA members. The two friends I was traveling with are USAA members. We are all USAA members because of its strong customer service. It is inconceivable to me that my account should be debited, with an odd pattern, for money never received, and the bank would not sustain my dispute. I am at a loss and USAA has been unhelpful and uncommunicative. During its investigation USAA did not contact two of the women traveling with me, long-term USAA members. And USAA could never explain my account activity beyond telling me they were denying my dispute. 

A family member has suggested to me that the withdraw patterns indicated I may have been a victim of an ATM scam, but USAA has not provided any evidence of that and that would raise an important question : why did the scammers transactions go through when I, the legitimate account holder, was unable to access the money in my account? Put simply, if true, why couldnt I obtain money from the airport ATM in a major city but criminals could obtain money with my stolen or copied card and my PIN? If I were locked out, they should have been as well.

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