Consumer complaint received 2024-04-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: RI

Complaint narrative:
I didn't see an option in there for this, but the issue is that money was stolen from my account and USAA is not giving it back to me. I have two accounts that were impacted by this on the same day at the same vendor. Someone went to an ATM and withdrew {$100.00} and {$40.00} ( 140 total ) in separate transactions from one account and then three separate {$100.00} ( 300 total ) withdrawals from the other account. Same day, same vendor location. I submitted a claim to USAA to have the money reimbursed and they approved the first account ( 140 total ) and refunded my money. The other account with {$300.00} total USAA is saying that it was me that performed those withdrawals and they were not fraudulent. 

Here are the details of each account along with the transaction information : *Account # XXXX ( card ending in XXXX ) : -Transaction 1 date XX/XX/XXXX -Transaction 1 Merchant Name : XXXXXXXX XXXX -Transaction 1 Amount : {$100.00} -Transaction 1 Dispute ID : XXXX ( Denied by USAA ) -Transaction 2 date XX/XX/XXXX -Transaction 2 Merchant Name : XXXXXXXX XXXX -Transaction 2 Amount : {$100.00} -Transaction 2 Dispute ID : XXXX ( Denied by USAA ) -Transaction 3 date XX/XX/XXXX -Transaction 3 Merchant Name : XXXXXXXX XXXX XXXXTransaction 3 Amount : {$100.00} -Transaction 3 Dispute ID : XXXX ( Denied by USAA ) *Account # XXXX ( card ending in XXXX ) : -Transaction 1 date XX/XX/XXXX -Transaction 1 Merchant XXXX : XXXXXXXX XXXX XXXXTransaction 1 Amount : {$100.00} -Transaction 1 Dispute ID : XXXX ( Approved by USSA ) -Transaction 2 date XX/XX/XXXX XXXXTransaction 2 Merchant Name : XXXXXXXX XXXXXXXX -Transaction 2 Amount : {$40.00} -Transaction 2 Dispute ID : XXXX ( Approved by USSA ) This genuinely was not me charging these and USAA recognizes that for dispute XXXX, but for dispute XXXX they deny it saying that they are not fraudulent charges and that the " reported activity is similar to regular spending habits. '' Who pulls three separate {$100.00} transactions from an ATM? I very rarely use an ATM so I don't understand where they're getting that information. Plus again, they approved the other transactions as fraudulent from the account ending in XXXX, which are from the exact same day at the exact same vendor. 

They initially gave me a {$300.00} credit during the investigation but have since pulled that from me. I want my {$300.00} back. The only reason to keep your money in a bank is to have it insured and protected. They clearly have not lived up to their part of the deal here. I have filed a petition to reopen the dispute only for it to be denied again. I spoke with the highest level of manager I could get to at USAA and she admitted that the dispute they have denied is over a certain monetary threshold that allows them to just deny by default without supporting documentation. I feel as though USAA just isn't using logic here and is denying to save themselves {$300.00} from a member that has been with them for over 12 years. 

I have attached four documents to support this argument. The account statements for XXXX for both accounts. The charges can be seen on XX/XX/XXXX in both accounts at the same vendor. I have also attached the dispute paperwork for both the approved and denied disputes.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief