Consumer complaint received 2024-01-20
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:
XX/XX/XXXX - Fraud/Identity Theft committed against me involving personal checking account @ USAA Federal Savings Bank XXXXXX/XX/XXXX - Unauthorized access involving personal financial accounts @ USAA Federal Savings Bank, unauthorized access to USAA Banking XXXX  using stolen XXXX XXXX XXXX XXXX. USAA Account Numbers, USAA XXXX  card number and XXXX  number stolen to commit Fraud/Identity Theft. 
XX/XX/XXXX- XXXX deposited check thru USAA  XXXX XXXX for {$2500.00}. fraudulent business or individual, fraudulent check payable to a fraudulent individual, fraudulent endorsement of check, endorsement of check handwriting non-matching. 
XX/XX/XXXX - Fraudulent Debit/Credit/ATM withdrawal transactions for {$2500.00} using reported XXXX XXXX XXXX resulting in XXXX transactions XXXX XXXX XXXX XXXX XXXX {$500.00}. 
XX/XX/XXXX - Discovered unauthorized access and fraudulent activity involving USAA Federal Savings Bank accounts and contact XXXX to report Fraud/Identity Theft. Fraud/Identity Theft Dispute XXXX XXXX. 
XX/XX/XXXX - Confirm Lost/Stolen Debit/Credit/ATM Card Cancelation and XXXX XXXX XXXX XXXX 
XX/XX/XXXX - Fraud/Identity Theft reports submission to local police authorities XX/XX/XXXX, XXXX USAA  XXXX XXXX Department XXXX XXXX XXXX XXXX Confirmed, Fraudulent XXXX  Returned as a result personal checking account is overdrawn {$2500.00}. 
XX/XX/XXXX- USAA Federal Savings Bank  accounts are restricted of access, deposits only, no withdrawals allowed. I was even restricted access to accounts and available balance in XXXX  account. USAA Federal Savings Bank  restricted me accessing available balance in savings account in order to pay XXXX  living obligations, purchasing food, etc... 
XX/XX/XXXX - USAA Federal Savings Bank XXXX XXXX Results - Fraudulent Debit/Credit/ATM card withdrawal transactions considered as non-fraudulent and I am personally responsible based on the fact that personal Debit/Credit/ATM was used within vicinity of residence and using XXXX  number. 
XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw thru XXXX  XXXX  Department XXXX 
XX/XX/XXXX - Discovered USAA Federal Savings Bank representatives fail to submit fraud/identity theft dispute reports to XXXX XXXX Department XX/XX/XXXX, XXXX, XXXX, XXXX - Fraud/Identity Theft committed against me again. XXXX  transactions attempted again using a cancel Debit/Credit/ATM card. USAA  only notify me of suspicious fraudulent activity on XX/XX/XXXX. 
XX/XX/XXXX - USAA Federal Savings Bank submission of Fraud/Identity Theft Dispute Report for new suspicious fraudulent withdrawal activity attempted on XX/XX/XXXX, XXXX, XXXX, XXXX. 
XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc... 
XX/XX/XXXX - USAA Federal Savings Bank XXXX Theft Dispute Report request resubmisson for re-reveiw again thru XXXX XXXX Department XXXX 
XX/XX/XXXX- USAA Federal Savings Bank continues accounts are restricted of access. Try requesting permission and temporary access to available balance in savings account in order to pay monthly living obligations, purchasing food, personal necessities, etc. USAA Federal Savings Bank denies access to savings account to me in order to pay monthly living obligations, purchasing food, etc. Now, electric, gas, phone, internet companies disconnect services for non-payment. Continue to be unable to purchase food, personal necessities, etc. 
XX/XX/XXXX- USAA Federal Savings Bank continues to refuse and deny providing me more detailed fraud/identity theft investigation information or send me more detailed fraud/identity theft investigation information. 
XX/XX/XXXX- USAA Federal Savings Bank fraud/identity theft investigation continues, no results so far. USAA Federal Savings Bank continues to restrict banking accounts and denies access to savings account to me in order to pay XXXX  living obligations, purchasing food, etc. 
XX/XX/XXXX - XXXX XXXX without electricity, gas, phone, internet services due to non-payment and disconnection, unable to pay due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available to pay XXXX  obligations. XXXX XXXX without food, unable to purchase food, personal necessities, etc due to banking account restrictions imposed by USAA FEDERAL SAVINGS BANK, regardless that funds are available.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation