Consumer complaint received 2025-09-25 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
Overview of the incident : XXXX XXXX report submitted XXXXXXXX XXXX on XX/XX/XXXX. 
Tracking Number XXXX Tracking # for the supplemental report XXXX FTC Report submitted XX/XX/XXXX XXXX  report filed XX/XX/XXXX I believe crooks shimmed my USAA Visa debit card on XX/XX/XXXX at approx. XXXX XXXX from the XXXX located at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX . 

Shimming definition as per XXXX  : What Is Credit Card Shimming?

Credit card shimming refers to the theft of data on a card 's microchip during a transaction at an ATM or point-of-sale terminal. Debit cards and credit cards alike are susceptible to shimming.

With a shimming device installed on an ATM or point-of-sale terminal, a crook can steal the data contained on your credit card 's chip. They then can use the data to create a fake card.

What Is Credit Card Shimming?

Credit card shimming refers to the theft of data on a card 's microchip during a transaction at an ATM or point-of-sale terminal. Debit cards and credit cards alike are susceptible to shimming.

With a shimming device installed on an ATM or point-of-sale terminal, a crook can steal the data contained on your credit card 's chip. They then can use the data to create a fake card.

2 days later there were unauthorized withdrawals for {$100.00} on XX/XX/XXXX from XXXX at XXXX XXXX XXXX XXXX XXXX , at XXXX XXXX, then withdrew another {$100.00} at the same location at XXXX XXXX, then another {$100.00} at same location at XXXX XXXX. 

On XX/XX/XXXX, there were more unauthorized withdrawals at the XXXX at XXXX XXXX XXXX XXXX in XXXX for {$200.00} at XXXX XXXX, then withdrew another {$200.00} at the same XXXX XXXX, then withdrew another {$200.00} at the same location at XXXX XXXX. 

Total stolen {$900.00}. USAA fraud department essentially says that since " they used a chip card, we say it was you and we are not reimbursing you.

If it helps, the thieves also FAILED to withdraw during the following : XX/XX/XXXX tried to XXXX {$100.00} from XXXX XXXX XXXX XXXX at XXXX XXXX, tried to XXXX {$80.00} on XX/XX/XXXX at " XXXX located at XXXX XXXX XXXX, XXXX ( XXXX shows XXXXXXXX XXXX there? ). XX/XX/XXXX Tried to XXXX {$40.00} at XXXX XXXX  from XXXX XXXX XXXX XXXX XXXXXXXX XXXX . They also did a 'balance inquiry ' on XXXX at XXXX XXXX  at XXXX XXXX XXXX XXXX in XXXX ( at a XXXX XXXX per XXXX ). Information provided by USAA fraud department " XXXX '' on XX/XX/XXXX at XXXX. 

Timeline as per USAA fraud representative XXXX : XX/XX/XXXX XXXX XXXX- I withdraw {$200.00} from the XXXX at XXXX XXXX XXXX XXXX in XXXX XXXX . ( got SHIMMED with this withdrawal ) XX/XX/XXXX XXXX XXXX  - Balance inquiry XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XX/XX/XXXX XXXX XXXX  they withdraw {$100.00} from XXXX at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX they withdraw {$100.00} from XXXX at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX XXXX XXXX they withdraw {$100.00} from XXXX at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX XXXX XXXX they tried to withdraw {$100.00} from XXXX at XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX ( unknown time ) They tried to withdraw {$80.00} from a XXXX XXXX at XXXX XXXX XXXX, XXXX XXXX XX/XX/XXXX XXXX XXXX  - Balance inquiry at XXXX located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX XXXX XXXX  Withdrew {$200.00} at XXXX located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX  XXXX XXXX  - Balance inquiry at XXXX located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXXXXXX XXXX  Withdrew another {$200.00} at XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXXXX/XX/XXXX XXXX XXXX  Withdrew a 3rd transaction of {$200.00} at XXXX located at XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXX XXXX XXXX XXXX - Attempted to withdraw {$40.00} from XXXX at XXXX XXXX XXXX XXXX XXXX, XXXXXXXX XXXX XXXXXXXX XX/XX/XXXX XXXXXXXX XXXX I discover the theft after reading about a neighbor who also was skimmed and he posted a warning to anyone who used the XXXX I used. 
XX/XX/XXXX XXXX XXXX  - I reported the theft to USAA. They block the card and begin fraud inquiry. 
XXXX - XXXX XXXX  Attempted to get a balance inquiry at the XXXX at XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX The XXXX police detective , XXXX. XXXX badge # XXXX called me on XX/XX/XXXX. He left me his phone # XXXX and said to share his information with USAA so the fraud department can call him as well. Detective XXXX said thieves use XXXX to do their dirty work because the ATMS there do not have cameras attached to them. He said he would contact the XXXX in question to request video footage. As of XX/XX/XXXX at XXXX, I have not heard a reply if he has managed to obtain any video proof. 

I work Mon- Fri as a XXXX  at the XXXX  I am NOT awake at midnight! I did NOT make any of the withdrawals in RED, and I do not know who did. I had my card with me at the time these fraudulent withdrawals were done. 

Per USAAs own XXXX liability policy, I should be due a full refund of the {$900.00} that was removed from my/my husbands account.

Here is the documentation from USAA website to include screen shots.

I reported the withdrawals immediately as soon as I had a hint there was any problems on XX/XX/XXXX at XXXX XXXX XXXX XXXX. ( I was tipped off by a neighbor from XXXX XXXX who said he had lost money after someone stole his card information from the SAME ATM I used at the same XXXX XXXX XXXX. ( See screen shots at the end of this document from the XXXX XXXX ) USAA representative XXXX told me herself on XX/XX/XXXX that USAA suspected fraud and had flagged our account but USAA never notified me or my husband that there was any fraud suspected.

USAA has so far denied responsibility twice. I have requested a 3rd investigation and for this I have submitted all the reports and another 2 word documents to include the detectives information. I have also emailed the USAAs new CEO ( XXXX ) as well.

Link to USAA policy on XXXX liability : XXXX XXXX XXXX XXXX  XXXX. XXXX liability policy Ask about your bank 's XXXX liability policy. Each bank may have different rules but USAA Bank members aren't, held responsible for unauthorized debit card charges that they report.See note1 ( note 1 ) 1. You are not liable for unauthorized use of a debit card that you report to us. " Unauthorized use '' means the use of a debit card by someone other than you without actual authority to use the debit card and from which you receive no benefit. It does not include use of a debit card ( 1 ) by a person who was furnished the debit card by you unless you notified us that transfers by that person are no longer authorized or ( 2 ) with fraudulent intent by you or any person acting in concert with you.

See file of screen shots of USAA policy webpage accessed on XX/XX/XXXX at XXXX : See file for screen shots of the XXXX XXXX XXXX where my neighbor tipped me off that I should look for fraud since he had also lost money! I copied the entire thread. Note the initial warning, then where I posted to XXXX where I was missing funds too! 

XXXX XXXX had his ATM card duplicated too!

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief