Consumer complaint received 2017-02-19 00:00:00
Product: Bank account or service — Checking account
Issue: Using a debit or ATM card — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN

Complaint narrative:
Someone stole XXXX from my account from usaa. I was told a provisional credit would be provided this was at multiple places according to usaa it was all me and the provisional credit never hit my count as their company promises about fraud cases. Apparently they got all their video footage within less than 24hrs and closed it out. I asked the man at the location one rep provided me and I asked for the manager if usaa contacted them on XX/XX/XXXX about video footage he said no nothing yet usaa XXXX said they did yet they have n't sent me anything proof that they claimed no video or photos. The ip address that they claimed they had never given it either. They also claimed no pin struggle and they answered security questions which was a lie they did change the pins I recovered my old email and it shows there being locked out and changing pins but usaa says that 's a lie. I was out of town and I 'm getting hotel records when usaa refuses to accept or hear it XXXX is so unprofessional it took them 9 days to finally contact after still not giving provisional credit nor communication. Apparently on their complaints alot of people claim fraud and usaa blames everyone so that they 'll never give them money or the time of day. I recieved a call and voice-mail from usaa on XX/XX/XXXX which I returned and they said no they never called I was lying but yet I have a voice-mail? And a call from XXXX which is in the pictures. I was locked out multiple times and usaa did n't do anything but give the run around but apparently no weird action being locked out 4 times right. I called Friday they closed out my account within the 24hrs because I never called them back when I clearly did! I got different answers and apparently I increased my limits through a bubble chat when there was no verification or call nothing in my 3 years I 've always always called never that chat bubble there was multiple ones even asking if the card worked for milk? But that 's not suspicious and even with a police report they still wo n't give the funds back what? They 're horrible and said let the police take care of it maybe they 'll have your funds so what 's a bank for and alisia refuses to provide proof she refuses. One rep even said there 's no way they got video footage within less than 24hrs nor have they investigated and the other reps have been trying to get ahold of XXXX but nothing til 10 days later. She was unprofessional and did n't even asked for proof from me just flat out accused. I would n't be making a big deal. It 's XXXX that they refuse to give me what 's a bank for they 're supposed to investigate keep their promises. There 's no proof my phone has everything my id 's were b in there I can send her my paper id she refuses to hear it. Usaa does n't protect their people look at the threads where they accuse everyone and refuse to give them their money back even when they 're on the other side of the world especially XXXX but they said they caught them on camera in Iowa but they were in XXXX. Come one people they have XXXX and higher ups to prove the XXXX did n't fly from a country to another overnight. XX/XX/2017 XX/XX/2017 And now they shut down my account and no longer want a relationship with me!!!! I had no idea and my income tax is supposed to be deposited there. They shut it down because they knew they were in the wrong especially not providing proof!

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