Consumer complaint received 2023-02-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XXXX XX/XX/XXXX USAA Federal Savings Bank sent me a text message about suspicious activity. I looked at my account a noticed multiple unauthorized transaction. I called USAA and let them know that I did not authorize or approve any withdraws or deposits that were not from Department XXXX XXXX XXXX accounting system. Since I have not used this account I believe USAA was hacked. The total amount withdrawn was around {$24000.00}. {$12000.00} was my balance on the account and {$12000.00} was overdraft. I spoke with a couple of the USAA representatives and let them know that I only deposit {$50.00} from every paycheck and {$100.00} from my XXXX XXXX check every month. I also told them that I have not used the debit card or activated. I was using the account to save money to help defray the cost of a future funeral for my parent. I also reiterated the account was not used other to deposit. As of that call I was locked from my account and could not no longer access. I called again and was told that USAA did not believe it was fraud and were not going to compensate me. I then asked to have them send me paper copies of my account and all correspondence thru the post office in paper because I could not get into my account because I was locked out. I was also told my account will be closed in 60 days and USAA would no longer do business with me. Then I called to ask about the status about my notifications. The person on the phone told me a fraud claim was not started and apologized. On XXXX XX/XX/XXXX I received a letter that my account was in overdraft status then on XXXX XX/XX/XXXX I received an email stating {$12000.00} was deposited as charge of for fraud. On XXXX XX/XX/XXXX I called and spoke about the {$12000.00} charge off for fraud and asked about getting my balance that was stolen. Again, the person on the phone told me I had received documents to my online account. I also re-iterated my account was locked and was not allowed to look at it. After XXXX minutes on the phone and asking to be transferred to the XXXX department, I was finally forwarded. I spoke with another person who told me that I was sent notifications to the online account. I let USAA XXXX know, I asked for everything to be mailed. I asked why USAA would not reimburse me. He said my fraud was denied and repeated what all the other clerks said. I asked how is it that an account that has not been used to best of my recollection since XXXX, never has any debits with {$12000.00} all of sudden is all withdrawn and on top of it they withdrew another {$12000.00} to put my account in a negative balance is not noticed or flagged. The USAA XXXX finally let me into my account so I could see all the notices, but said I would not get reimbursed. Please help me recover my account balance because my dealings with USAA are not going anywhere. Also I did file a police report XXXX XXXX XXXX and a FBI report at XXXX and sent it to USAA. I attached the banking statements which USAA has. If you need anything from me please let me know.

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