Consumer complaint received 2018-08-31
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/2018 I made a complaint against USAA because I felt like they did an inadequate investigation into a fraud claim I made. On XX/XX/2018, the bank called me back and somehow found me responsible after doing a " thorough '' investigation. I feel as if this decision was made because I made the first complaint. I've been trying to get this settled for almost the month long. I really thought the bank had its members best interest at heart but this shows me otherwise. They do not care about military members or veterans. I'm being told that because my pin was discovered and used that it's basically my fault that my account was robbed and I feel as though that is completely unfair. Every case isn't as black and white as these " rules '' in place and I've spoken with over 10 different people at USAA about this problem, all of whom agree that this is a situation that's out of my hands. I've only been able to to access my account once for about an hour in the last month. My money was stolen from my account as well in the amount of {$450.00}. I've explained time and time again how this has put my way below rock bottom because I needed my money to pay my last month of bills before I graduate. I feel like the bank isn't looking in the interest of the members when things like this come up and rather than looking at all the variables, it's down to a set of A or B rules. The bank is insured, I am not. My money is not insured and I thought the bank was my line of security against things like this. This is way I've filed a police report, called into the bank over and over. I've made claim after claim about this fraudulent activity. If I was responsible for this, I'm going through a lot to get myself caught I would say. It's at this time where I feel that my 8+ years as a member means nothing because I was even told by the fraud department that it would be best to just look for a new bank as this is a dead situation at this point. I never expected to go through something like this and it hurts me even more to know that this bank knows of my financial situation and how distraught I am at this time, yet they come back and tell me I'm responsible for XXXX of dollars worth of fraud on my account. I'm about to be homeless and I'm being told I can't even depend on my bank to have my back in trying times. At this point I have no idea what to do and I've gotten no help or insight from USAA. As I stated before, I haven't been able to access the account so I've been in the dark about this entire situation only to get told it's my fault. I'm just asking that someone who understands look over things. I'm not asking for XXXX of dollars back. I just want my account back in a normal status with my {$450.00} back. I've been more than cooperative with the bank throughout this entire process and yet I feel like I'm being treated as a criminal versus the victim.

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