Consumer complaint received 2023-09-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Today on XX/XX/2023 I am filing another CFPB report on the notice of my USAA Checking Account, UNAUTHORIZED, Ach withdrawl that took place on XX/XX/2023 from XXXX. In XXXX in relation to another CFPB report filed on the this same issue, I was reached out by USAA stating that " we received authorization & biometric information of this withdrawal ''. I was told by the USAA representative that if I wanted to see the information they used to decide my claim, I would have to file a subpoena from an attorney for this to be allowed because they use " internal systems '' as stated by the USAA representative. 

After speaking to an attorney that is a friend of our family, " USAA or any bank in general CAN NOT * tell a member to get an attorney to release information from a Credit or Debit Card dispute relating to an investigation ''.

Also said by our family attorney " USAA must release all or no information in relating to a Dispute ''. 

In XXXX of this year 2023, USAA sent SOME* documentation to the information used to deny me to be accredited the stolen funds, but seems to be hiding some of the information or does not have any " internal systems information '' so they can deny me any accreditation.

I have had a history of my identity, personal information & bank account being stolen/leaked online, and USAA as my bank is suppose to be protecting my finances to prevent this from happening. 

During the same conversation with the USAA rep back in XXXX, she stated to me that " As a consumer, you always have the right to dispute a transaction, but as long as the opposing company responds weather they say they were at fault or not, we don't have to credit your account ''. 

This is the not the 1st transaction that USAA has allowed XXXX to take from me and not the first time in the last year they refused to provide me with the resources/documents used to deny the accreditation.

The rights & changes I had liked to my USAA account at the time of the stolen transaction for overdraft was that any charge over the amount of {$500.00} would be auto denied unless I called in. Another part of my overdraft police was set to an autodenial if I didn't have the funds in my checking account.

I never have more than {$2000.00} in my checking account. So when this transaction processed, it was automatically taken from one of my saving w/o my permission. 

Like XXXX said, this isn't the first time I have had a problem with XXXX & them easily taking funds from my USAA accounts. 

I have contacted XXXX  multiple times, & only received XXXX responses to which XXXX of the reps from XXXX  stated that, my account was closed but the information was not deleted, so most likely a hacker took the funds. 

The XXXX rep from XXXX stated that because the funds were already taken out of the XXXX account around the same time they were deposited in, there is no way to trace or refund the stolen XXXX. 

The amount stolen from my Debit/Checking Account from USAA is {$3700.00} I XXXX XXXX XXXX XXXX DID NOT AUTHORIZE THESE TRANSACTION LISTED AND NEED USAA TO CREDIT THE STOLEN AMOUNT NOW.

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