Hi all- long story short. My phone and debit card were lost on a trip. I noticed a substantial amount of transactions in and out of several accounts before i had the chance to hold/cancel the card. USAA had almost 20K in purchases in one day, various stores like lowes, walgreens, designer stores, all in a city i didnt live in. Very clearly fraudulent charges.
Once contacting the fraud department they gave me provisional funds. “No worries were going to get this taken care of” I believe was the exact quote. Fast forward 1 month later and I got a notification that the charges were found not fraudulent. I have requested the reasoning why but they said the provisional debit will be reversed in 8 days.
I will appeal obviously, but my question is what if it is still denied? What course of action can I take and what are my chances of being ok? Has anyone else experienced this? A new born baby and wife at home so we really don’t have that money to bounce back from this…
Did you file a police report? The burden is on you to show they are fraud charges. Once resolved I recommend ditching USAA. They have gone from the best to the worst in all aspects of their business.
@Scarlett
Unfortunately I did not file a police report, because I was under the impression it was taken care of.
I definately plan on it. I didn’t know how bad it was until getting on this thread. I have been a member for 15 years. They can see my spending habits, where I live, etc. So with a little digging it should be easy to tell I didn’t do 23 high expense charges at various stores in one day…fingers crossed it will be resolved…
@Lake
Also, they never reached out for more information or any questions. So just denying it blindly seems kind of crazy. Curious what their “thorough investigation” entailed.
Lake said: @Lake
Also, they never reached out for more information or any questions. So just denying it blindly seems kind of crazy. Curious what their “thorough investigation” entailed.
I dumped them after 20 years just this last summer… I don’t know what happened to them. They went from the Cadillac of banks/insurance to garbage very quickly. I think the police report will help your appeal. Good luck.
@Scarlett
Any recommendations on a new bank for checking/savings/insurance?
I live in a major Midwestern city- trying to figure out thr best option. After this I don’t feel comfortable with USAA, which sucks cause I use to absolutely rave about them.
@Lake
That’s a good question. I’m not sure I am the best one to ask because you might have some great banks in your area that I don’t have. I switched to Navy Federal last year and I have an auto loan with them too. So far I have no problems with them and when I call customer service, I don’t get somebody at a kiosk in India. So that is positive I guess.
Kiran said:
Ask for a fraud re-review. This process is currently a disaster
Thanks- they said i should receive the detailed report on the reason it was denied. Guy on the phone couldn’t tell me because he’s a different department. After I get that I can file the additional review. I’m pretty sick thinking about the worst possible outcome.
They sent me documents explaining why charges were denied…they made absolutely no sense. It was a completely different name with explanation of charges that weren’t in question in a different city. Ones that had nothing to do with me or my situation. The charges that were fraudulent on my account were not even mentioned.
This is so confusing to me. I am wondering if this is a mistake on their end. Anyway, reopening the dispute and praying for the best.