Consumer complaint received 2022-01-08
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
XX/XX/XXXX Customer ( me ) called USAA once customer saw financial charges going out of checking account. Informed USAA of false charges and that these were fraudulent and stolen activity, customer 's phone was compromised and someone had debit card information and personal information and was stealing money from my account. Customer was forwarded to the fraud department. 

XX/XX/XXXX Customer called a second time to ask USAA to freeze or change bank account due to fraud charges, phone being compromised, account information being accessed by someone doing fraud and theft. Asked for instructions on what to do. Was not given any guidance. USAA locked me out of my account so then I couldn't see anything that was happening in my account. I told USAA not to send me another debit card due to my account was compromised. 

XX/XX/XXXX or XX/XX/XXXX ( date not positive ) Called USAA again to ask for instruction on next steps to do to further protect my account again notifying them that my information has been stolen, believe they have my card, and someone has my bank account information, all these charges are theft and asking them again for assistance. Not sure of exact date but told USAA NOT to send me a debit card due to not feeling my account is secured. Requested that a bank manager contact me to assist me with this process and not sure of next steps and still feeling that my account is compromised. I was told that I had hung up on representatives from USAA based on their records. I told them that this was not correct, I have not hung up on them but there have been times where my calls were disconnected and I immediately called them back and sat on hold for over 20 minutes every time for my repeat calls. Someone in customer service did give me access to my account. I stated my concerns again that account information is compromised and stolen and I wanted my account locked or protected so that no further transactions could go through. I was told that there was nothing more could be done. 

No responses for 2 weeks from the time I first filed my concerns and spoke with fraud department at USAA. 

I received one call from an " assistant to a manager '' the week of XXXX. He said his name was XXXX and that the manager XXXX XXXX ( not sure of spelling of name ) would be contacting me. And I have never received a call from anyone else from USAA or messages still as of today XX/XX/XXXX. 

XX/XX/XXXX -- Customer contacted USAA again and asked for a manager call and let USAA know that no manager has returned my calls. I have left up to XXXX different messages requesting a manager call back between XX/XX/XXXX to XX/XX/XXXX. The last message I left was on XX/XX/XXXX to checking account representative XXXX XXXX XXXX requesting that any manager call me back, anyone that could further assist me with how to protect my account because I was told by checking account customer service ( XXXX ) that I could not put a transaction block on my account. I have been making this request repeatedly and USAA continues to be unresponsive, no phone calls, no communication. 

Financial details -- *USAA has not returned calls despite multiple requests to have a return call by a manager to talk with them about customer 's concerns that my account information has XX/XX/XXXX - fraudulent charges made to my account through XXXX {$490.00} {$540.00} {$490.00} ( these funds are still out of my account ) Note : USAA has temporarily put back in these funds. 
{$490.00} {$540.00} XX/XX/XXXX fraud charges {$200.00} charged even after notifying USAA to freeze my account on XX/XX/XXXX due to fraudulent charges on XX/XX/XXXX and concerns of theft and fraud and my account being compromised on XX/XX/XXXX. 

I also have wanted to appeal another fraudulent claim denied and nobody from USAA has returned my calls or requests for a manager to call me. 
XX/XX/XXXX {$94.00} USAA denied fraud claim even though I notified USAA immediately I was asleep at home when the XXXX am purchase was made. They have now taken that money back and still have not returned my calls when I ask how to appeal a denied fraud claim. 

Log of calls to USAA demonstrating my efforts to get help : XX/XX/XXXX USAA customer service and fraud department twice XX/XX/XXXX XX/XX/XXXX or XX/XX/XXXX gap in records of call specific details, but will try to get a thorough print out from XXXX XXXX XXXX. 

XX/XX/XXXX XXXX am XXXX hour and XXXX minutes XX/XX/XXXX XXXX am XXXX hour XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes ( customer was hung up on and had to call back sit on hold and then finally spoke with a representative ) XX/XX/XXXX XXXX pm XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes not able to hold for the XXXX minutes anticipated/ customer ended call XX/XX/XXXX XXXX am XXXX minutes

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation