Consumer complaint received 2023-05-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello, XXXX : This is very high level. I will go into more granular detail if needed/asked. 

My USAA checking account was compromised thought my tablet ( mobile device ) for about {$11000.00} in the month of XX/XX/XXXX. I filled each fraudulent charge as such when I discovered what was happening about a week later. 

A lesser amount was taken the month prior, and I requested a new debit card thinking my card was compromised. Come to find out, it was internal to my network. I have since re-formatted the tablet effectively killing the malware/virus. 

USAA issued me provisional credits while they investigated the issue. I thought to myself, what a good bank, looking out for their customers. On XX/XX/XXXX, they started to take back the credit. On XX/XX/XXXX, they removed {$4500.00} from my account, to recover the fraud I reported. I then took a hard stance with USAA. They decided when my wife was grocery shopping, to freeze our account. We immediately called and all anyone could say is per the disclosure agreement we have decided to not do business with you anymore. 

I then got letters from USAA stating this basically : the transaction was initiated from my IP address and email. I told USAA that if the malware was on my device, of course it came from my IP address. Once your device is hacked, they have access to any information on that device.

Another reason is that I made 7 non disputed transactions more than 4 days ago. I dont check my bank account every day, but I do at least once a week, When I saw the transactions, I immediately called USAA to dispute EVERY ONE OF THEM. So, this reasoning is null and void to me. 

Fast forward to today, XX/XX/XXXX. I have since uploaded multiple documents that prove my innocence and today, they stated I can NO LONGER dispute this. Well, I am not going to quit for something that isnt right and when I did NOTHING wrong.

I would LOVE to discuss this more and the next step is the OCC. Please see the attachments as for what I sent as proof. It goes into my paid subscription into the XXXX service that monitors the dark web and shows my information was all over the internet. 

" After a thorough investigation, we have determined that this activity isn't fraudulent. We based our decision on the following information : merchant was able to verify, Name, and Email Address, and address that match to the member/ '' This information is free on the internet and I proved that point, please see the attachments. I have many MORE attachments to show evidence and proof. This should be sufficient for now. 

They froze my account 2 days after receiving my VA disability check and paycheck. I have been without for almost three weeks. Nobody in the USAA cares. I called everyone and even someone from the office of the CEO and no sympathy, empathy, like you are the criminal. The left hand doesnt know what the right hand is doing at USAA XXXX This is just the cusp of my information and proof. I would be more than happy to discuss this further with the CFPB.

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