Consumer complaint received 2023-09-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
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/XXXX there were some unauthorized XXXX transactions that posted to my account, one in the amount of {$900.00} and then another in the amount of {$100.00}. There was also a transfer done on my account from my savings account to my checking account in the amount of {$650.00}. I called USAA on the same night that the transactions occurred as soon as I noticed them. I informed the representative that these were not my XXXX transactions, and that I also did not transfer money from my savings account to my checking account. I also inquired about another XXXX transaction that I would be receiving in the amount of {$800.00} as I did not want those funds to also be taken out of my account. The representative informed me that it would take XXXX business days for that to post because of the amount. Me and my husband were on the phone with the representative at the same time. My husband inquired about us closing the account, as we did not want anything else to go through our account. We were informed that we would need to wait at least 24 hours before there were any transactions in order to close the account. 

I called USAA back on XX/XX/XXXX as I saw the {$800.00} XXXX pending but not showing in my balance, I called to as the funds were not showing available. I was informed by another representative that they would not be available until for 2 more business days. However, on XX/XX/XXXX another {$600.00} was XXXX out of my account. I called USAA again, at which time now my account was frozen to any transactions. I had to talk to another department, which had to help my reset my password on my laptop as when I tried to log on it seemed that my password had been changed. I was now out of {$1600.00} that had been fraudulently XXXX out of my account. 

After waiting to hear back some days from USAA I called to check the status of my investigation, at which time I was told that my funds would not be reimbursed. I still do not understand why when I called the moment, I noticed these transactions were done, and called USAA immediately. Had the first representative froze my account to any further transactions, I would only be complaining about {$1000.00} instead of {$1600.00}. I have talked to several representatives, and these were not me and my husband transactions. We do not have {$1600.00} that we can just say " oh, well, they not going to reimburse us ''. As an XXXX XXXX this is disheartening to know that USAA will not protect me against fraudulent activity. We were told that the fraud department could not find anything that indicated fraud, because it looked like the transactions were done from a device that had accessed the account before and my login looked to be the same. We live in a day and time where there are more computer hackers than anything, and an IP address can easily be hacked. I'm not sure if or how my laptop, or cell phone would have been hacked but I do know that it is possible and that I did not do these transactions. 

I have now also filed a police report and will be contacting my local Commonwealth Attorney to see what other recourse I have. I will be also contacting the legal department for XXXX affairs to see what legal recourse the XXXX affairs may be able to assist me with. I did contact my local legal aid who sent a letter to USAA on my behalf, however they never responded. These were not my transactions, and I do not have {$1600.00} to just allow someone to fraudulently take out of my account. I would like USAA to refund my money of my {$1600.00}.

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