Consumer complaint received 2024-03-07 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: IL

Complaint narrative:
I am a XXXX member of USAA bank and never had an issue with them until this incident. Sometime in the first week of XX/XX/2024 I called USAA bank requesting a replacement ATM debit card due to mine being ready to expire. USAA responded by telling me they sent one to me and it was enroute. On XX/XX/2024, my card was fraudulently utilized at the location of inside of a Currency Exchange which was nowhere near my residence nor was it an area I have ever visited. I noticed the charges on the evening of XX/XX/2024. I immediately called the bank and notified them of the unauthorized use. During my call I did notify the bank of the possibility of my card being intercepted while enroute to me. I also did notify them of the possibility of the card being cloned or skimmed. My old card was still physically in my possession. My card was swiped 6 times by the offender. Out of the 6 times the offender was able to withdraw only 2 times. The amounts were {$200.00} on 2 separate swipes from my checking. The bank cancelled the card and told me they were sending me a new card. After gathering information from the bank, it was deemed that the new replacement card was sent to me XX/XX/2024. I never received that card and the fraud happened XX/XX/2024. The bank stated the card was activated via the phone number on the activation sticker that the bank puts on the card when they send it to the consumer. So obviously my card was stolen by someone either from a mailbox or from the post office. The bank deposited a provisionary {$400.00} into my checking. 30 days later the bank notified me they were taking the {$400.00} back because they did not find it to be fraudulent. I immediately obtained a police report and submitted the report to the bank along with pictures of the locations where I was during the incident. I have video evidence of myself during the date and time which was nowhere near the incident of occurrence. There are bank records showing me swiping my card for gas over XXXX miles away from the location of occurrence 1 hour before the fraud occurred. Video evidence of myself from Ring cameras and phone video show me during the time away from the location. I did not withdraw said amount of money nor did I authorize anyone to withdraw. My wife is the only one who would be able to activate the card and she did not, nor would she have without notifying me. I spoke to the detective from the local police department who was investigating my case and he attempted to obtain video from the fraud location and was unable too because the video recording did not go as far as the date specified. It was passed 40 days and the video recorded over. The bank took too long, nor I doubt they attempted to obtain video evidence from the fraud location. I was never asked by the bank to obtain a police report or attempt to obtain the video recordings from the ATM or currency exchange. I did that all on my own with the help of the local police department. I appealed this many different ways with the bank and they still say that this transaction was not fraudulent. Thet stated to me that someone who activated the card knew all my information and did not incorrectly provide them with the info during activation. I continued to explain it was stolen from the mail. Video of myself, obvious attempts to withdraw money many times and amounts of money attempting to be withdrawn without the proper finances in the account are all red flags to me and it was not me who withdrew the money, yet the bank still did not rule in my favor.

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