Consumer complaint received 2024-11-07 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: TX

Complaint narrative:
On XX/XX/year> I was XXXX, XXXX, XXXX and robbed  in XXXX XXXX. Several of my credit cards along with my ATM card were used for fraudulent charges. All the credit card companies have reversed those charges except our bank USAA. There were two charges that came through on XX/XX/year> for the same exact amount of {$1200.00} from XXXX XXXX XXXX that were charged to my USAA debit card and {$100.00}, {$44.00}, and {$390.00} charged to my husband 's USAA credit card The very morning of the XXXX when I came to I called USAA to let them know that those charges were fraudulent on my debit card. I did not think I had to share the entire horrific experience with them other than my cards had been used fraudulently and I thought that would be enough being that I told them my cards had been stolen and we did not make those charges. I never thought I had to give my banking institute an entire police report and details of what I experienced for them to protect us as consumers especially when they failed to verify these charges. They found the charges on my husband 's USAA credit card to be fraudulant and sent us a notice on XX/XX/XXXX about that decision. On XX/XX/XXXX they sent us notice that the two charges {$1200.00} were found not to be fraudulant with the information they had at hand. I did not know of that decision until XX/XX/XXXX when they pulled the money out of our checking account since they had credited the amount back when I reported it. I called them that day to ask for a review and for documentation as to how they came to that decision. All they sent me was the paperwork they had previously sent me. I then asked for another review and submitted a letter explaining the horrible experience I went through, within 48 hours they again made the decision that it was not fraudulent because it was chip read/tap to pay transaction. Again I asked for the documentation they used, what products were purchased, what type of company was this, video of time purchase was made, phone number of business and got nothing. Somehow they keep overlooking that the criminals had the cards in hand so would be able to do exactly this. I asked for another review and included my communication with the local police that was done through XXXX  and XXXX  results that unfortunately showed that whoever XXXX XXXX, also gave me a XXXX that I will never be able to get rid of. I have to keep reliving this horrible experience every time I call them. I received another notice on XX/XX/XXXX that again they found the charges to not be fraudulent because it was a tap to pay transaction. Still no new documentation from them as to how they came to this decision. This is our hard earned money that USAA is stealing from us now!! They failed to protect us and allowed criminals to steal from us on XX/XX/XXXX and now they are stealing from us again!!. This amount of money may not be much to some but to us it's a mortgage payment. This has set us back tremendously. How is this fair that this big bank can get away with this? USAA claims they know what it means to serve and that they respect and honor the men and women in the military and their families, well that is a bunch of lies. My husband has served for over 20 years and they are stealing from us and dishonoring us with their current actions.

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 explanation