Checking or savings account -- Managing an account -- Complaint #9042766

Complaint Overview

Complaint ID: 9042766

Company: United Services Automobile Association

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: Ohio

ZIP Code: 43081

Date Received: 2024-05-18T12:00:00-05:00

Date Sent to Company: 2024-05-18T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

I am a 15 year member with USAA. On XX/XX/2024 I attempted to deposit {$300.00} cash at a XXXX drive-up ATM addressed at XXXX XXXX XXXX XXXX XXXX XXXX, Ohio. I inserted my USAA debit card, inputted my pin, selected the deposit option, stated I was depositing {$300.00}, the door on the ATM opened and I inserted the XXXX hundred-dollar bills. The door closed and the ATM froze. I was unable to make any selections at all on the screen and/or keyboard. The screen was showing a message of 'do you need more time? ' with a yes or no option. my debit card was locked into the machine, and the {$300.00} was unrecoverable. I sat in the drive through ATM for about 20 minutes attempting to recover my debit card. My wife called the XXXX customer service and was told the issues we were experiencing was 'not their problem ' and 'needed to be directed towards my ( USAA ) bank. Eventually I got fed up and ripped my debit card out of the machine and went home, with the ATM still frozen. I was not given a receipt by the ATM but I figured between the cameras and debit transaction log it wouldn't matter. I recorded the event on my phone and called the XXXX police, but they refused to make an appearance. I made more attempts to contact someone on the XXXX and the XXXX and the XXXX and was told every time by XXXX XXXX that ( USAA ) needed to file the dispute on my behalf, I did not have the 'authority ' to file a dispute against XXXX XXXX. USAA not only once, but twice sent me denial letters stating I have no proof of the event and the case was essentially closed. The letter provided by USAA stated I needed to 'pursue this issue with the ATM owner '. So, to summarize, XXXX XXXX won't work with me and is telling me to have USAA file the dispute, while USAA is refusing to step up on my behalf and file the dispute to recover the {$300.00} from the malfunctioned ATM machine. I feel there is gross negligence in this scenario by both parties and the ATM owner as well, which did not have any visible serial numbers, emergency contact information, or other ways to identify the machine. I refuse to accept the answers from both of these banks ; this is not consumer protection. When an ATM malfunctions, I should be represented and protected by my bank and the owner of the ATM should be more than willing to rectify the situation. I firmly believe USAA has failed to request the data log of the ATM machine ; I also firmly believe this could be easily resolved by simply looking at the camera as well. I AM HUMBLY REQUESTING OVERSIGHT TO THIS VERY SERIOUS MATTER.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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