Consumer complaint received 2023-11-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
On Friday XX/XX/XXXX, I received a text from USAA text number XXXX stating that there was possible suspicious activity with my account. I didn't act on the text and went back to what I was doing. Then 10 minutes later I received a call from USAA number XXXX and the person on the other end stated that someone was trying to use my card at 2 different locations. I asked the person how is that happening. At that time I had no funds in my account and it seemed not right because my card was in my possession. He stated that he was sending me a code to my phone to verify my info and I asked him why he was not answering my questions. I received the text to the USAA number XXXX with the code but I did not give him any numbers. I told him I would monitor my accounts myself and ended the call. I opened the USAA app and hit change password just in case. I changed my password and closed the app. On Saturday morning, I checked my account for unusual activity and saw none. I checked it again on Sunday and saw no unusual activity. 
On Monday XX/XX/XXXX XXXX XXXX I had a deposit of my XXXX payment to my USAA account. I logged into the app and transferred {$3000.00} to my linked XXXX XXXX XXXX XXXX account to pay some of my bills. The transferred had reflected as going through. I had a balance left was {$780.00}. I logged off the app once I was done. I tried logging back in to check to see when my insurance payment was due and got a message that I was locked out of my account. I called USAA and told them something was going on with my account. They told me that I was locked out because there was several transactions done that looked suspicious and someone had breached my account and locked me out. The USAA representative 's tone was very abrasive and she didn't seem like she wanted to help me because she just keep saying it was my fault that they got access to my account. She also said they believe that they got my XXXX XXXX account number as well. I then told her I wanted to speak with a supervisor and she said it would take 3-4 business days I told her that's fine. I then called XXXX XXXX right after and the next morning to report to them that there had been a breach on my USAA account and I would like a fraud alert added to my account there. On Wednesday XX/XX/XXXX, the supervisor from USAA called me to review the transactions and speak with me about what happened. She went through the transactions and stated she sent it to their investigation department for review. This process I was told would take 3-5 business days. On Friday I called USAA to get a status update on the process and I was told they decided not to give me my funds back and my account was in the negative - {$110.00}. They also sent a letter to XXXX XXXX without my knowledge requesting the {$3000.00} be sent back to them which put my account in a negative status- {$2000.00} ( currently ). I now have no funds and no way to pay the rest of my bills. USAA was not trying to settle my claim. When I asked why they have not taking extra measures to ensures these people do not use their tools to fraud people and get their account information. They just stated they tell their customers to watch out for any fraud. That's not good enough! They advertise that they do 24/7 monitoring on accounts but it is my belief that it is not true. This has caused me some real financial distress.

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