Been with USAA for 40 years and have always found them proactive when it comes to scam charges on my cards. When I call I always get an email confirmation of conversations. And I have alerts on my cards when I am traveling or when my card is not present when used. When I had a fraudulent use of my ATM card it was cancelled within 5 minutes. This sounds just a bit off for USAA. Every company does make occasional mistakes, but the OP's description sounds a bit off to me---as if some important details are missing.