Consumer complaint received 2015-10-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
The response from USAA Financial Savings Bank ( FSB ) in response to the unauthorized debit from my savings account, and transferred to another FSB member 's XXXX XXXX investment account is incorrect. FSB was contacted by me on XXXX XXXX 2015 referencing the unauthorized withdrawal on XXXX XXXX 2015, and later that day same day I identified XXXX additional unauthorized withdrawals to the same investment account on, XXXX XXXX and XXXX XXXX 2015. I made numerous calls that day, and was repeatedly told, " I am sorry but we can not refund beyond 90 days. '' It was later I was told the XXXX does not got beyond 60 days. I also contacted the FSB multiple times between the dates of XXXX-XX/XX/2015 asking for assurance that no more unauthorized withdrawals would be made from my saving account ending in XXXX. I 'm pleased to know that all conversations between me and the FSB are recorded, they will attest to the truth of what I am saying. If there it was stated that the FSB was uncooperative, I would restate that remark to say unresponsive. All calls were made by me to the FSB. I never received any calls from the FSB. Each call the representative would make an incorrect statement, and I would get a different person each time. I have never received a point of contact. The incorrect statements of USAA FSB policies, and my situation could be due to calls being answered by subcontractors lacking adequate knowledge and training. I was told that would prevent further withdrawals. When I asked about the investigation into how another FSB member could withdraw funds from my saving account, I was told there was no investigation. When banks receives a complaint of fraud or theft, they are obligated to investigate the complaint and respond with a report within XXXX working days. I asked if I could be transferred to the fraud department. The Fraud Department stated their was no investigation because the Written Statement of Unauthorized Debit form ( WSUD ) I submitted on XXXX XXXX 2015, was canceled by the FSB. The day I completed the XXXX, I uploaded it to my XXXX, it was returned back to me the same evening, and the decision was made not to investigate the theft from my savings account. On XXXX XXXX, 2015 at XXXX., I spoke with XXXX XXXX who stated the mistake is the FSB and offered to return all three withdrawals taken by XXXX XXXX. He stated that the error was on USAA FSB. In speaking with XXXX XXXX XXXX, I found out that the individual, XXXX XXXX XXXX, is a USAA FSB consume, and that my account numbers are similar. I told XXXX XXXX that each call I have made to the FSB, I have been told I can not receive my money that was taken with my approval beyond 60 days. The funds taken with the FSB approval was my Social Security XXXX Insurance back pay, and transferred into another FSB member 's outside investment account with XXXX XXXX. The Social Security I receive is affected by my limited income and unemployability. Anyone with income or resources above the SSI income and resource limits are not eligible for the need-based XXXX program, like the one I receive. Should the Social Security Administration take note that my benefits provided for my XXXX, is being transferred to an investment account, I could lose my benefits. The next day, I received a call from XXXX XXXX at approximat4elyXXXX. XXXX XXXX spoke about the XXXX agreement however, XXXX XXXX went into details about how long she been in the banking business and this situation occurs frequently. She remarked that obviously XXXX XXXX was not monitoring his account like me. I quickly told XXXX XXXX that I was the victim, not XXXX XXXX, who has been taking our funds. I received an agreement from XXXX XXXX about being a victim. I was told I would receive an update, but I have not heard from her.

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