Consumer complaint received 2015-10-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I am filing a complaint against USAA Federal Savings Bank. On the morning of XXXX, I looked into my online banking and noticed I have XXXX unauthorized transactions on my account # XXXX. The XXXX transactions are {$1000.00} and {$990.00}. I called the bank right away around XXXX XXXX at the same date to report this. On XXXX when I got more detail about the transactions I called XXXX because the money were sent to someone named XXXX XXXX at XXXX. XXXX 's fraud department manager XXXX was able to find the transactions and found XXXX XXXX ' XXXX account was involved with fraudulent activities. Here is the direct quote from his letter to USAA ( I also can provide the whole letter if needed ) '' We investigated the transactions and found that the transactions were initiated by someone who had access to XXXX XXXX 's online banking. The XXXX Account that received these funds has been confirmed to be engaged in malicious activity, resulting in a permanent restriction of our services to them. I can also confirm that there are no apparent ties in between XXXX XXXX and the XXXX Account Holder that received these funds, meaning that it is highly unlikely this is a case of collusion. '' However, USAA called me back eventually and told me this is a scam. And if they ca n't retrieve money from XXXX, we were held liable for the loss. They said I am liable because I authorized these transactions. I asked how you can show I authorized the transactions such as which device they were initiated from but they could n't provide me with an answer. So I was accused of stealing money from my own account and they ca n't provide me any proof. Thus they used this to deny to reimburse me back. I request an appeal but they said the case was already reviewed twice and they refused to look into again. Therefore I am bringing this to legal actions. I feel this is the only resort left to get my money back. 
I am also filing wrongful accusation, negligence, breach of fiduciary duty, and incompetence against USAA based on the grounds below : 1 ) USAA accused me I was trying to scam money from my own account but at the same time they refused to show me any proof. ( Phone conversations happened XXXX around XXXX ). 2 ) USAA would n't do anything to stop further loss when I reported the unauthorized transactions. I have to request to transfer the money out and block my online access so the criminal ca n't continue to access my account. And they still keep my account 3 ) The investigation was not done thoroughly. They never contacted me or XXXX for any questions during the investigation. I contacted XXXX myself and they pin pointed the fraudulent activities. I also confirmed with XXXX that USAA never contacted them in regard of this. I was called XXXX ( XXXX ) by investigator XXXX from USAA saying that she just started the investigation and she left that day around XXXX. The next business day around XXXX in the morning she called me and saying the investigation was done and I was liable. They also told me they were trying to retrieve money from XXXX but nothing was done. The bank 's mobile app had security flaws and I believe this could cause someone stole my information and money without my acknowledgment. I have detailed proof on this and I can show upon further request. I reported this problem to USAA and they told me they were going to look into it but I never hear anything back after that. 4 ) Each time I called USAA I got transferred at least XXXX XXXX XXXX times and I still ca n't reach to the right person. The reps on the phone were contradicting each other each time I called. They also told me I should get a result with in 48hours but I was called the XXXX time after 53 hours that they just started the investigation. When I asked to speak to a supervisors then they just hang up on me every time.

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