Consumer complaint received 2024-01-24
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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 XXXX, someone called USAA claiming to be me and was allowed to change the primary phone number on our account. They then added an external account called XXXX XXXX. XXXX withdrawals were made from my savings account on XX/XX/XXXX in the amounts of {$5000.00} and {$10000.00}. We immediately called USAA. The first representative I spoke with noticed the external account and assured us she would remove it and that someone from the XXXX  department would call us in XXXX business days ( We later learned that she did not remove the account and it is not USAA policy to call the customer. ) I went in the next XXXX, XX/XX/XXXX and noticed that the thief 's account had not been removed and that our accounts were vulnerable. I transferred the money back into our account and then transferred the entire balance ( over XXXX ) to a XXXX money XXXX  account. The second representative said it was unwise to remove the account as the investigation was ongoing. I needed protection. She did block it from being used. I was the one making them protect us. 

USAA credited my account $ XXXX and we called and told them the money is not XXXX. They debited the $ XXXX and an additional XXXX. We called on Friday the XXXX and were told the money would be in our account within XXXX business days. We received a letter in documents on the XXXX stating the investigation was over and there was no fraud. XXXX  reason for that call was our account had been placed on a deposit only status and a check to a workman was being rejected. We were not told our account would be deposit only, There were so many things that USAA representatives told us that were wrong and outright lies. XXXX, whose extension is XXXX called us and we thought it would be resolved but nothing changed. I listed for him the things that were wrong and told him the thief received better customer service that we did. He told us that the fraud team never calls the client. I had to tell him I don't work for USAA and that is a conversation he needs to have with the XXXX. 

Today, XX/XX/XXXX, we spent over XXXX hours on the phone with USAA trying to get them to transfer from our checking account to our new XXXX checking as it was flagged. We also want our $ XXXX back. We are switching banks after over XXXX XXXX with USAA. I have lost XXXX  faith in them. 

My XXXX  was told that I should have not transferred the money back but should have let USAA handle it. There was not much communication from them. We did what we thought was right. The confusing part is the money may not be real? When I went to transfer, the representative said the XXXX account was empty. Why was I able to transfer? 

Every phone call originated with us with the exception of XXXX. The representative today was a bit slow but helpful. We learned that there was an ongoing investigation despite the letter we received claiming it was closed. We now have a case XXXX and will hear in XXXX business XXXX  whether or not they will side with us so we can recover our $ XXXX. My husband learned that protocols were not followed and there were things that should have been read to us that were not. XXXX of the XXXX  did not even know that a check must clear in order for the bank to see it. Many of the representatives were inept. 

Can you help me? How was someone able to hijak my account? Why is USAA not following procedures? Why does every representative have a different story? Why did the transaction type on the $ XXXX withdrawal say convenience check? I feel we are being given the run around and they are trying to buy time. I simply want USAA to do the right thing. 

Oh, and we have been asked if we brag about money and if we share our passwords. Really? Take the blame! USAA did not protect us but the thief received wonderful customer service. Our experience has been horrible.

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