Consumer complaint received 2023-04-11
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On or around XX/XX/2023, I was contacted on XXXX by an individual who I had blocked as she sounded fake. She went by the name XXXX, telling me that she worked for XXXX XXXX saying that she could deposit {$9000.00} into my account and would only take {$4000.00} for herself and leave {$5000.00} in the account for me, it sounded too good, so that is why she was blocked. Also during that time, I was going through a breakup. About a week later, I received a phone call by a female, but didn't stay on the phone for too long to listen to what she had to say. I do not know if these events have anything to do with the following issues that I am reveal regarding USAA. 

The last time i remember PHYSICALLY having my card is on XX/XX/2023, when i used it at XXXX 's in XXXX while making a {$34.00} purchase and at XXXX XXXX in XXXX while making a {$47.00} purchase. After that the following transactions were credited to or debited from account, but the debits were already automatically approved to do so and without need for my card to be present : XXXX {$9.00} XXXX XXXX XXXX XXXX XXXX, XXXX {$21.00} XXXX XXXX XXXX XXXX XXXX XXXX, XXXX {$25.00} XXXX  XXXX XXXX, and XXXX {$11.00} ( credit to cover the Visible payment ) USAA FUNDS TRANSFER CR FROM XXXX XXXX SAVINGS # XXXX XXXX XXXXThis was the last thing that I approved on my account before my check would hit on XX/XX/2023XXXX XXXX I spent the money that I get paid in that account, so there was no reason to go into the account again until pay day. 

The next time I went into the account was on XX/XX/2023. As soon as I opened the account, I immediately transferred my paycheck out of the account and called the bank. I reported fraud on my account and had my card shut down. There was a total of {$4000.00} in deposits made into the account and {$4400.00} debited from my account. The debits were placed at local places around me, INCLUDING a bank ATM - which I know has surveillance cameras, a store- that I know has surveillance cameras. I called USAA, spoke to numerous employees and explained to the fraud department this same thing, XXXX Bank has surveillance cameras, XXXX XXXX XXXX has surveillance cameras ; I pleaded with every employee I spoke with for them to please do their due diligence and their job correctly and contact the store ( s ) and the bank and get the surveillance footage and see that it wasn't me. I spoke with a man in the USAA Member Security Department who looked into the fraud transactions who saw that one or more of the transactions happened in Pennsylvania. I explained to every employee that the names were written on the back of the checks that were fraudulently cashed against the account were not even my handwriting. None of that mattered. 

Since XX/XX/2023, when this issue has started. USAA has stolen {$1000.00} from me to date. I have contacted USAA today and the only thing that the representative did for me was submit a complaint and apologize. I am over their apologies and I asked for someone who would be able to do something, not a complaint, because that would not do anything. I have been complaining for months now. They have also closed my account. I have attempted to change my direct deposits going to that account multiple times, but child support deposit still hasn't changed and they refuse to give me back the money. It seems to me that they really do not care about their members or the family 's of their members. 

I have been a member with them for over 7 years and have never had anything like this happen to me. I am appalled that they would treat one of their members, especially a long-standing member, like this. I am contacting my lawyer if this is not resolved by the CFPB.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation