Consumer complaint received 2024-01-22
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I am a member of USAA banking. On XXXX XXXX  I had a fraudulent charge that took about two months for me to get refunded. when I initially saw this charge I called my bank and my account got locked and it was put under investigation, and I was not allowed in it. I requested a new debit card which I have received. During this time that my account was locked, and under investigation to monitor any other fraudulent charges and to track the IP, whoever was in my account, presumably the same person who had just made the previous fraudulent charge, had accessed my account again and had set up my XXXX, a partner with USAA mobile banking app, an online money transfer/wallet similar to XXXXXXXX XXXX XXXX XXXX this person had XXXX themselves initially I believed it was {$1500.00}. I called my bank and reported this and they created a fraudulent charge claim. Over the course of a month or two, I called back over and over to check on that XXXX claim and I found out that it had been denied for any fraud. I called back and asked why it was denied when i had been locked out of my account during the time it happened and they said the system that checks for fraudulent purchases probably did not recognize the transaction through XXXX because it is not a normal basic checking statement so they told me that they were going to going to submit another fraudulent charge claim. Over the course of another month or two, I kept calling back to check on that claim and they kept telling me each time that there had not been a claim made, and they would make a new one, so I would call back and say can I get a status update on that claim that was just made last week and they would again say that there was no claim made and they would make another one. It was a never ending cycle. This is been going on for about four months now and its very frustrating because I feel like this bank is not listening to what i say and what is going on in the situation. every single time I call, I have to re-explain the entire situation which takes a while because it is four months of issues that I have to explain to somebody. they told me recently that the money taken from XXXX was only {$500.00} instead of {$1500.00} which I do not completely believe considering I have been looking at the confirmation email on XXXX for months, saying a total of {$1500.00} was taken but I no longer can see the complete display of XXXX transactions in my checking account. I can only see about two now. I dont know if they somehow deleted those XXXX XXXX out of my checking account to make me believe only {$500.00} was taken out, I dont want to accuse anybody but its very confusing. Frustrating on my end. one of the recent times I called, I had asked to speak to somebody higher up as I felt that nobody was meeting my needs and complaints and I got put through to a representative that handles escalated calls I asked what exactly his position is, as I told him that each time I had called, I had never raise my voice or spoken any profanity, so I dont understand why I asked to speak to someone higher up and they put me through to someone who deals with angry customers which I was not. they continue to tell me that they will send me an email and inbox message or call me about the status of my fraudulent claim and each time they have never done that. I am just so tired of calling this bank and everytime they tell me that a fraudulent claim was never made.

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