Consumer complaint received 2016-01-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Account opening, closing, or management

Complaint:
XXXX XXXX, XXXX I logged onto my USAA account, per usual, and through sheer luck noticed a small link at the bottom right, greyed out but it said, " hidden accounts ''. I had never seen that before so I clicked on it. It immediately showed a personal loan for {$2500.00} and a checking account for {$5000.00} which had already begun showing negative. However, my usual checking account, savings account, CD, and credit card were never affected. I never opened those accounts and was never contacted or notified they had been opened, so I immediately called USAA. The fraud dept stated they would run an investigation and I should hear from them in 24-48 hours. In the meantime, my account access would be on hold. I asked if I should contact police and was instructed not to do so yet and to wait for inquiry to be completed as I would need that info to file a police report. After 48 hours, and not having heard anything from bank, I contacted USAA and was bounced around to several depts, as well as several reps. In all it took 3.5 hours to speak with someone who stated the investigation was still underway and that I would have no access to my money until internal inquiry was completed. They then informed me there was no way of knowing how long that could take and that they apologized for the fact I was going to be evicted due to not being able to pay rent. I called nearly everyday to find out what was going on, and nobody would answer me. They kept telling me it was out of their hands until the investigation dept told them otherwise. I called again on the XXXX of XXXX. The rep stated the inquiry was complete and that USAA would no longer be doing business with me. My accounts would be closed and my money mailed to me within 30 days. Once again, nobody was able to explain anything or any justification of my account closing or status of inquiry. XXXX XXXX, after having filed a police report was contacted by Detective who said he spoke with USAA investigation unit and was informed account had been closed due to loss of over {$5000.00}, but that inquiry did not show fraud on my part and I would be contacted soon. XXXX XXXX, received letter from USAA stating account was not fraudulent and I was being held responsible for checking account which had now been allowed to go {$8000.00} into the red. Contacted Det. who was furious as he had been lied to. He contacted USAA who informed him they did not believe I had opened account but stated I must have given account info away on purpose as there was no way anyone could possibly hack the account on their own. The police report was filed with all info covering my side of story. XXXX XXXX, XXXX letters received from USAA stating I 1 ) needed to pay on both {$8000.00} checking as well as {$2500.00} dollar personal loan within 30 days or I would be reported to Credit Bureaus and legal action would be taken, and 2 ) If I wanted access to the information used to decided my guilt then I could contact the number given. I contacted USAA with the number given and after XXXX different individuals, eventually spoke with XXXX ( supposedly an executive with banking in XXXX XXXX ) who told me they would not relinquish any of the findings of the report to me but only to a legal representative, such as the detective I mentioned. He actually laughed when I asked for his direct number. So it is the XXXX of XXXX, XXXX and I still have no access to my hard earned money. USAA refuses to give me access to any information pertaining to facts and methods used to determine the decision on my case and they are currently threatening bad credit scores as well as informing me of all the fees I am accruing on my " delinquent '' accounts. I can not access my account so I have no way of pulling documents off or showing anything to anyone. USAA will not allow access back onto the online service as well and all accounts are discontinued per them. Is there anyone who can help me?

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief