Consumer complaint received 2022-11-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Funds not handled or disbursed as instructed

Complaint:
Identity theft-funds stolen, reported it immediately requested the receivers account be blocked and no transactions processed further. Only to have more occur I sent the bank about a hundred supporting documents showing multiple fraudulent transactions, i made a new account per usaas instructions just to have it compromised as well i closed that account i changed all security defenses to no avail as the account continued to be compromised, the company admitted they saw the fraud coming from a different IP address, i was screamed at, complaint filed against representative, identity theft dispute filed with all 3 reporting agencies, XXXX XXXX XXXX complaints filed, credit freeze on credit report. Police report filed, complaint filed with identitytheft.Gov and police report donated, date of start to fraudulent transactions is XXXX XXXX on my account personal loans were cashed and stolen i tried to close my account they refused. My name was slandered as they accused me of first party fraud refusing to issue credits ignored after multiple requests to have a supervisor call me ive spent over 20 hours on the phone explaining my situation and specifics about the case just to be disregarded this company has acted in a disgraceful manner in which they decided to handle the case, not following proper policies, protocol and procedures refusing to take accountability when i did my part as far as reporting it in XXXX than 24 hours Report sent to policeXXXX XX/XX/XXXX, I noticed i had a XXXX  transfer transaction for {$35.00}. i didn't have any notifications ( my bank acct nor my email ) from this person requesting funds nor did I answer any phone calls giving out my information ( i call usaa directly from app ) On XX/XX/22 i called dispute center notifying usaa that my account had been hacked and i didnt authorize XXXX  transfer and please mark this as fraudulent And do NOT allow any other transfers to go to that account. I removed the persons information that was added to my usaa account ( which allowed himself access without my involvement to send himself money ). while dealing with trying to get a refund with the 1st transaction i noticed that i got 2 more charges both on XX/XX/XXXX for {$190.00}, {$440.00} right after my husband sent me {$500.00} to pay my bills. Leaving me no money to pay my bills. And again i disputed my account for these fraudulent charges and now the resulting fees. Just to get a notification that it was no fraudulent activity found and that i was instructed ( against their policy ) to recover my personal funds by myself, i shouldn't have been told to contact this person in any way by law, it should be my bank that promises zero liability for fraudulent activity. i changed all my passwords, user name and security questions. I even opened up a new account and applied for a personal loan that declined due to hundreds of inquirys from the hacker To my surprise they added their information back into my now safe account and transferred the last bit of what i had to pay my bills. Leaving my account negative and my car payment/loan unpaid and late. fees on my sons youth savings acct which has never had any transactions until fraud occurred which was also stated as no fraudulent activity found. After dozens of phone calls ( up to 20 hrs of calls ) and uploaded documented proof with usaa telling me they see the fraudulent activity, it was transferred to a supervisor for an appeal that would behandled in 3 days. Just to get a letter with denial after denial stating no account fraud found even though ip addresses showed out of the country and a Texas location.

MULTIPLE FEDERAL RIGHTS THAT I AM PROTECTED BY LAW WERE VIOLATED

Company response to consumer: Closed with explanation