Consumer complaint received 2025-11-05 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/XXXX, at approximately XXXX XXXX after I left work, I drove to the automated teller machine ( XXXX XXXX XXXX XXXX XXXX XXXXXXXX located at XXXX XXXX XXXX, XXXX, TX XXXX. See attached pictures of the ATM, and a picture of similar experience written up as a review online. 
Additionally, I have provided the link : XXXX XXXX XXXX XXXX I proceeded to enter my card and information into the ATM and when prompted to add the cash for my deposit I deposited XXXX {$50.00} bills ( {$1000.00} ) as I do at XXXX XXXX  regularly which is located by my place of business. The Transaction Confirmation prompt verifying my deposit amount read deposit {$600.00} with options Yes or No to select. I had deposited {$1000.00} so I selected No. The next prompt read transaction was canceled and the machine returned {$600.00} cash not my {$1000.00}. Next a prompt on the machine read Temporary Service Interruption or something similar and the machine blacked out and shut down. There are cameras at the machine and there was someone else behind me in their car, I did not move. I sat there waiting for the machine to power back up to see if it would randomly return my {$400.00}. That did not happen. I then called USAA starting at XXXXXXXX XXXX XXXXXXXX times. See call log picture attached XXXX at XXXXXXXX XXXX XXXX XXXX seconds I was disconnected, again at XXXXXXXX XXXX XXXX XXXX  minutes where I started explaining the situation to a USAA representative and was disconnected and the last call was at XXXXXXXX XXXX XXXX XXXXXXXX minutes was where I opened the claim detailing that the ATM had kept {$400.00} of my deposit and shutdown immediately after the system error prompt. The next day USAA did in fact return my {$400.00} that the ATM had kept and started an investigation. About a month later, I received a letter that the investigation was closed and that the deposit amount ( {$400.00} ) could not be located. That was why I additionally requested details of the investigation to include footage from the camera at the ATM and details from the machine before and after the ATM received and partially returned my cash deposit. 
USAA is an XXXX bank and there are consumer rights, laws, and protections for my deposit at the USAA ATM XXXX As a Texas resident, I am protected under federal laws enforced by the FDIC, OCC ( which regulates USAA as a federal savings association ), and CFPB, as well as state consumer protections. Specifically : Under Regulation E ( 12 CFR Part 1005, Electronic Fund Transfers ), which implements the Electronic Fund Transfers Act ( EFTA ), consumers have the right to dispute errors in ATM transactions, including deposit discrepancies. For ATM deposits, a consumer & XXXX XXXX XXXX XXXX notice of error ( oral or written ) triggers mandatory investigation procedures : the bank must investigate promptly, within XXXX business days, and if the investigation takes longer, provide provisional credit to the account. The full resolution must occur within 45 days ( or 90 days in certain cases ), and the bank must provide a written explanation of findings if the error is not confirmed. My timely oral notice on XX/XX/XXXX, and subsequent appeal qualify under these provisions, and I request confirmation that USAA adhered to these timelines, including any provisional credit requirements. 
The FDIC & XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX ( issued XX/XX/XXXX ) requires banks to adopt policies that avoid or resolve deposit discrepanciessuch as those caused by machine errors or encoding issuesin a manner that protects consumers. If a discrepancy can not be verified ( e.g., the {$400.00} not located in the machine ), the guidance encourages resolution in the consumer XXXX XXXX XXXX XXXX XXXX favor to prevent harm. Given the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX supports crediting my account permanently. 
In Texas, the Deceptive Trade Practices Act ( XXXX, Texas XXXX XXXX XXXX ; XXXX XXXX XXXX XXXX ) provides additional protections against unfair or deceptive acts in consumer transactions, including banking services. If USAA & # 39 ; s handling of this dispute involves misleading practices or failure to resolve fairly, it may violate DTPA, enforceable by the Texas Attorney General XXXX XXXX XXXX XXXX XXXX XXXXonsumer Protection Division. The Texas Department of Banking also accepts complaints for such issues, though USAA XXXX XXXX XXXX XXXX s federal charter means primary oversight is by the OCC and CFPB.

I request a full reassessment of my claim under these laws, including all investigation details, ATM logs, camera footage, and a written explanation of findings. If not resolved satisfactorily within 15 business days, I will escalate to the CFPB, OCC ( at XXXX or XXXX ), FDIC ( at XXXX ), and Texas Attorney General. 
Sincerely, XXXX XXXX

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