Consumer complaint received 2019-11-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
This complaint stems from a previous claim regarding the mishandling of several fraudulent charges made using my debit card number ; a number that at the time of this complaint was supposed to have been CLOSED because of the previous fraudulent activity that had occurred in XXXX of this year. The institution if USAA bank. In total there were 4 charges that they tried to post in XXXX. One of those charges was honored by the bank even though I reported it as fraudulent since I didn't make the transaction. I have attached the letter from USAA that shows they gave me a permanent credit for {$26.00}, which was the amount of the one charge they initially let through. The letter stated that the temporary credit would now be made permanent. Now fast forward to XX/XX/XXXX, and in another attachment you will see four amounts for {$26.00}, which by the way, were submitted to my NEW debit card using the old number. USAA now not only honored the same exact transaction that they had said in the attached letter was fraudulent and would give me a permanent credit for, but an additional 3 more charges from the same merchant with similar numbers for the same {$26.00}. You can see clearly the first of the fraudulent merchant numbers on XX/XX/XXXX matches EXACTLY the merchant numbers on the letter from XXXX granting me the PERMANENT credit for that charge! 

I called USAA as soon as I noticed their glaring oversight and was told they could NOT offer me a provisional credit for these charges even though they themselves stated quite clearly the charges were not only fraudulent, but had offered me a permanent credit for in the letter they send on XX/XX/XXXX. As of the submission of this complaint I am out {$100.00} since they won't reimburse me for charges that are at their own admission fraudulent. On the phone they were shocked at how a " closed card '' could still be used, but did not offer a provisional credit and have still not credited my account for these clearly fraudulent charges. 

I have another unresolved complaint already in with the CFPB about another fraudulent charge made on the same day as the initial charges in XXXX for {$100.00} to a merchant called XXXX. At the time of that submission to CFPB USAA had suppressed the researcher 's investigation report, but with CFPB 's help they have put that report back on my account and it too is attached. In it you will see that transaction is also fraudulent since the : name doesn't match mine, the IP address for the transaction is also not local to my address, and no item was ever received, yet USAA reversed that provisional credit and has only indicated that they were still looking into it as was indicated to me in a voicemail left by a Mr. XXXX from the CEO 's office. I attempted on 4 separate occasions to call Mr. XXXX and left 3 messages asking him to return my call, but again, as of this submission I have yet to hear back from Mr. XXXX. 

USAA says you are 100 % not liable for fraudulent charges. Not only is that not true, they don't adequately protect you by actually ensuring closed compromised cards can no longer debit your account, but when such oversight happens they do not credit you back the money they themselves have investigated and said where fraudulent.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief