Consumer complaint received 2021-06-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Closing your account
Sub-issue: Company closed your account

Complaint:
USA hey initiated a fraudulent claim back in XX/XX/2019 when I reported my identity to have been hacked and my credit card and debit card do you have been taken and in the process of reporting this information to USAA I disclosed with them amounts totaling nearly {$5800.00} in which the money was taken from my account transferred outside to another account and then re-transferred into the account that the money was finally pulled from after making payments to the account to lose the trail of fraudulent activity. In this situation I reported my car stolen and try to alleviate any issues in regards to the monetary loss as well as the negative balance owed on my credit cards and The decision USAA concluded was that I was at fault for such fraudulent activity and held me accountable for the {$5800.00} that was fraudulently taken or stolen for me via my credit card cash advance and deposit accounts at that time there was a stop payment and hold on my account for my other financial institution service credit Union that notified me of such fraudulent activity and filed a claim in regards to the loss of the {$5800.00} that was blamed fault upon myself. With the assumption that the stock payments and any transactions were to occur from my financial institution and USAA the actual stop payments were lifted from USAA and a second attempt to obtain my information identity and causing a similar transaction a fraudulent activity to occur again on my accounts in nearly the same interactive online banking methods as was conducted in early XXXX. I once again reported the situation to USAA only to hear that they were not at fault for the transactions can not justify the transactions and decided to do a far more negative response or interaction with me by closing my accounts all of my accounts. Once this had occurred I was notified in XXXX and XXXX that they did not want to conduct any business with me any further on the banking side and notified me that I needed to find additional or outside services for car insurance and other insurance needs as USAA felt it was easier to get rid of me than it was to help me. I served as a loyal customer for 14 years with USAA for them to only drop me at the head of a dime I no longer want to conduct business with me simply on the case that they were not taking responsibility for their actions and their inability to comply with specific security and financial risk management tactics for avoiding fraudulent activity on accounts and conducting proper investigative methods on finding out why the fraudulent activity had occurred once again on my account the only difference this time around was my cards were fully paid off and then were charged the full amount plus an additional {$2200.00} were added to the original authorized debit advance withdrawal limits that exceeded the credit limit balance authorized for each card. This occurred on multiple accounts of my credit cards and my spouses credit cards and once it was identified remediation was not in effect rather I was held accountable for a {$4400.00} P balance due on one credit card and an {$8800.00} balance due on another credit card within a two month frame the credit cards were sent to a consumer collection agency for resolution instead of finding proper fraudulent activity with which my other financial institution was able to find USAA then again held me accountable and has reported to the credit bureaus this in accuracy. I have spoken with a legal advisor to assist me in what mediation methods can be done and what resolution can occur from such problematic activity. Along side the recent situation with USAA and closing of accounts with discriminatory actions are similarly involved with this such situation and Im reporting this directly to the CFPB to help me find resolution as USA does not seem willing to assist me and remain remediating the balance due on my accounts that have been shut down without my authorization or consent. Due to USAAs disclosure agreements and arbitration agreements the violation of discriminatory actions against myself and my accounts were not taking into consideration under the SCERA and the monetary lending act with which was also a violation of the law that should be filed appropriately and alongside the current consent every payment to the service members who are authorized a remediation on their accounts under the USAAs military benefit program and the use of USAA federal service bank.

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