Consumer complaint received 2023-04-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2023 ... my daughter called and made me privy to a check being deposited in her account via mobile deposit that she did not so. She also was receiving threatening whats app messages from some unknown person ( s ) for her to send the money to them. We contacted USAA Bank immediately to let them know that there was a check deposited that may be fraudulent. I did not know if they stole a real persons check and was trying to get money out of account. When I saw that the person ( s ) had already taken out a {$1000.00}, I moved {$2000.00} of the money out of my daughter acct into my own. I also made USAA privy to this until the situation could be rectified. The next day I received alerts on my email that I was sending funds out to a XXXX XXXX via XXXX. I had not made any such requests, so I immediately called USAA once again to tell them. After a few weeks USAA decided that there was no fraud and they have come to the conclusion that my daughter did this or gave her personal bank info out to someone. In turn, they locked down my bank account as well as hers and I had to pay the {$2800.00} for my daughter negative balance from fraudulent check in order to lift freeze off of my account. My issue is, is that I alerted USAA the same day check was deposited and I alerted them the next day when I saw more withdrawals were being done via XXXX. There has been no time in the 11years that I have been with USAA that when you deposit a check, especially in such a large amount that the funds are immediately available. How was a person able to deposit a {$3000.00} check and start withdrawing immediately is a mystery to me. So now that I have brought my daughters acct back to a positive balance, the bank still has restrictions on my account and they are not allowing me to close my daughters acct. I feel as I have been victimized whereas I did nothing criminally and my daughter is steadfast in her assertion that she did not do it and did not give out any of her banking info. USAA should've shut account down immediately when we called about the fraudulent check so that no one could get any more money out of it, but they did not and then held me liable after I felt I did my part in trying to avoid further issues or losses. Now I am out of some cash and not able to close my accounts or transfer money. Now I have seen the same scam that has happened to my daughter to a woman who posted it happened to her child on XXXX XXXX. I also reached out to the company that was listed on check to speak to them and their human Resources manager stated that they believe one of their checks had been intercepted because they are getting calls from various states that they had fake checks deposited into their accts. I think that the banking bureau needs to look into this with USAA. It is not fair to the consumer that they should get victimized twice. And because USAA did not quickly follow up when notified of this and prohibit further withdrawals from account that I now would be held accountable.

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