Consumer complaint received 2023-09-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/2023, I noticed two unauthorized transfers on my USAA Savings Account. First, {$5000.00} was transferred into my account from an unknown XXXX account. Following this, {$5000.00} was transferred out of my savings account to another, unknown bank account ; I later learned from USAA, after requesting the name of the bank, that it was a XXXX account. I immediately called USAA to report the fraudulent transfers. The USAA representative I spoke with informed me that the transfers occurred from someone logging into my account. The representative then walked me through changing my user name, pin, and passwords. I also then signed up for a XXXX XXXX account to monitor for other fraudulent activity. 

On XX/XX/2023, I received a notification that my USAA debit card had been locked on my XXXX XXXX  and that if I did not authorize this to immediately call USAA. I immediately tried logging into my USAA online account, but my password ( which I had just changed two days prior ) did not work. Extremely worried that I had been locked out of my bank accounts, and following their instructions, I called USAA. It was at this time I learned that USAA had locked me out of my account and locked my debit card without notifying me! The representative I spoke with also then insinuated that the fraudulent activity was my doing. I was also informed by the representative that {$5000.00} in my account was being placed on a deposit hold. 

Following up on the evening of XX/XX/2023, I noticed that {$5000.00} was now missing from savings account ; the {$5000.00} that was deposited into my account from the unknown XXXX account had correctly been returned. However, I still had not received a return on the {$5000.00} that was deposited out of my account into the XXXX account. I tried contacting USAA that evening, but was told by a representative that I would need to call the next day to speak with a member of the fraud department about when that money would be returned. 

On XX/XX/2023 I called USAA to ask about when I would receive the return of the stolen {$5000.00}. The representative I spoke with said I would need to ask the fraud department. I then requested to be transferred to the fraud department, at which point the representative then claimed there was no such department. Frustrated that the representative was clearly lying, I requested to speak with a supervisor or a manager. I was then transferred to a representative from the " Members Resolution Team ''. I was placed on and off hold for over two hours to eventually learn from this individual that the fraud department had denied my fraud claim, accusing me of being the perpetrator, and that I wasn't going to receive the return of funds. However, the representative of the Members Resolution Team informed me that they submitted a request to have the claim re-reviewed and that I should wait 3-5 business days before calling back for more information. 

On XX/XX/2023 I called USAA to inquire about the second investigation into the fraud. I immediately asked to speak with someone from the Members Resolution Team. I was then informed that the second review had also been denied. At this point, I then requested that USAA send me the documents that they are relying on in their investigation, including the IP address of the user that logged into my account to complete the transfers. The representative claimed these documents were only for internal review. I insisted the request for documents be submitted as I would like to use these documents for filing a police report. I also informed the representative that I would be filing a complaint against USAA. 

At this point, it is unclear if the stolen funds will be returned to me. USAAs customer service has been terrible throughout this process. I was the victim of a financial crime and USAA has done nothing but engage in victim blaming.

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