Consumer complaint received 2017-04-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
XX/XX/2017 XXXX, IL XXXX ( XXXX ) XXXX XXXX USAA Federal Savings Bank XXXX, TX XXXX ( XXXX ) XXXX RE : Consumer Complaint, Joint Teen Checking Account MAJOR PARTIES INVOLVED : USAA FSB Representatives I spoke with : XXXX ( XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX-Advocacy Specialist/Office of CEO Member Relations ( multiple days beginning XX/XX/2017 ), XXXX Fraud Department ( multiple days beginning XX/XX/XXXX-XX/XX/2017 ), XXXX-Supervisor Fraud Department ( XX/XX/XXXX-XX/XX/2017 ), XXXX ( XX/XX/2017 ), XXXX, and several others ( i.e. Checking department, fraud department, etc. ). 

On XX/XX/2017, I called USAA FSB and spoke to a representative ( XXXX ) in regards to fraudulent system address changes and unauthorized debit card request/mailing to an unknown address. I informed the representative during the call that my son/I did n't request any debit cards nor did we change the mailing address in the system. I requested that the mailed debit card be canceled and that no additional cards be mailed out. While I was on the phone, the USAA representative canceled the mailed debit card, changed the mailing address back to the home of record and told me that she put in the notes to not mail anymore debit cards out per my request. 

On XX/XX/2017, I logged on to my USAA FSB account to pay bills and I noticed that there was a wire transfer of {$9000.00} dollars into the account and several withdrawals that morning. I immediately call USAA FSB to report the unknown activity and requested the account be froze/investigated. Over the next couple of weeks, I worked with the USAA Fraud Department in resolving the concern. Upon the conclusion of the investigation, USAA Fraud Department ruled that they were holding my son/I liable because they believed my son participated in fraud ( i.e. possibly gave his credentials/account information out ). In addition, I was told that we will be responsible for the {$3400.00} dollars that was withdrawn the morning of XX/XX/2017. 

I immediately filed a complaint with USAA FSB after USAA Fraud Department 's determination. The complaint was to address : Why did USAA FSB mail/overnight another debit card to another unknown address one day after I spoke to USAA FSB in regards to canceling any mailed debit cards/changing the address back in the system and to not mail any new cards out? 
Why I was not informed on XX/XX/2017 that the joint teen account had converted to an adult account and I was still joint on it? ( i.e. in the decision to hold me liable, USAA FSB stated that because the account converted to an adult account, I was not able to cancel cards/request no new cards be mailed, etc. -- Information I was n't told on XX/XX/2017 ). 
Why the account was never closed/place inactive due to no activity on the account? 

USAA FSB started the investigation with the Office of CEO member relations and appointed an Advocacy Specialist to work the concern. During the investigation/working with the USAA Fraud Department, it was recommended to remove me from the account and not hold me liable due to the actions/statements of the representative on XX/XX/2017. This back and forth process of being transferred to several representatives/departments went on for 2 1/2 months. I was told that it would take some time to review information, pull audio calls/listen to them, etc. After finally reaching a representative for a status the week of XX/XX/XXXX, I was told that because so much time had elapsed, they could n't go back and review information/listen to the audio calls, etc. and that the notes from the representative I spoke to on XX/XX/2017 were not in the system, they were not

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