Consumer complaint received 2018-07-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX, I received an email notification that a person named XXXX XXXX made a {$1000.00} withdrawal from my savings account through an app called XXXX. I called USAA to report that this was not authorized by me. The representative I spoke to informed me that they would look into the transaction and I should call back to check on the resolution. 

On XX/XX/XXXX I called USAA to check on the resolution to the unauthorized transaction. The representative bypassed my request and informed me that I needed to pay {$4800.00} because someone with my IP address deposited a counterfeit check in the amount of {$4900.00} from XXXX XXXX into my sons joint account and subsequently, the person made withdrawals of {$800.00} or {$830.00} until the account was depleted. When I asked why I wasn't informed of this yesterday when I initially called or why I never got a notification of this transaction the representative simply said she did not know why. But I would need to cover that amount or they would begin depleting my accounts associated with them ( IRA, other savings and checkings ) until it satisfied the amount of the counterfeit check. I was told to either do nothing and allow that to happen or mail a check or money order from another institution to cover it. I got a loan to cover the amount and mailed the check. I then made a police report for the fraud. At this time, I was locked out of my accounts and couldn't see any other transactions. 

On XX/XX/XXXX, I got a notification to view my USAA docs. But I was still locked out of my account so I could not see what it was about. 

On XX/XX/XXXX I spoke with someone who gave me a fax number to send my police reports to. 

On XX/XX/XXXX I spoke with a XXXX who stated that she would request I got updates into my fraud investigation. She stated that she was completing a referral for the financial crimes departments. 

On XX/XX/XXXX, I was able to see my accounts. Then I noticed that my other sons account had also been tampered with and no one informed me of this during the previous conversations, nor did I get an e-mail notification. That amount was {$17.00}. 

On XX/XX/XXXX, both police reports were ready and were faxed to XXXX. 

On XX/XX/XXXX, I changed all of my push notifications to what they were initially set with, Someone had obviously changed them to be able to access my accounts without my knowledge. Upon changing these notifications, I saw that there were 3 unknown devices on my account. An XXXX XXXX XXXX, XXXX XXXX, and XXXX XXXX. My phone is an XXXX XXXX ( XXXX XXXX XXXX ) and my sons phones are XXXX XXXX 's, my sons both switched to XXXX from XXXX when the XXXX XXXX was out. 

On XX/XX/XXXX I was informed that I should XXXX out my other sons account so it wouldn't be overdrawn. I did that. But was told there was still no resolution into my fraud investigation. 

On XX/XX/XXXX I spoke at length with a representative who informed me that after reading over the notes, the liability is still on me that they are not treating this as a fraud investigation. XXXX suggested that I call back during business hours and speak with the identity theft unit. 

On XX/XX/XXXX, I spoke with several representatives in several departments because each person would put me on hold for 15 minutes then come back to report that my case was not in their department. The last rep, XXXX, submitted another review request because he is showing the the fraud dept determined I'm liable and there was no fraud. That I should call back in 3 days to check on the resolution. I asked him would they do a thorough investigation including pulling ATM footage and comparing endorsements on the back of the check? He did not give me a definitive answer. 

On XX/XX/XXXX, I received an e-mail notification that reads " We're writing to let you know that we completed our review of your claim submitted on XX/XX/2018 and determined there was no fraudulent activity. Our decision is based on multiple USAA system security records. No further action will be taken. If you have questions or want to request copies of the documentation or information we used to make this decision, please call us at XXXX ... Claim Reference : XXXX. We value your business and the opportunity to serve all your financial needs. '' Today, XX/XX/XXXX, I am sending this, hoping to be reimbursed all moneys taken from me by USAA. A total of {$5800.00}.

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