Consumer complaint received 2017-11-30
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 XXXX XXXX, 2017 I had a interview conducted via XXXX XXXX for a XXXX XXXX XXXX position at XXXX XXXX After the 4hr interview was conducted I filled out the contract and agreement. Once that was complete a check from XXXX was sent to me via email. I used direct deposit to place this into my account. The individual stated that this money is to purchase equipment and software for the job. The individual stated I would need to send XXXX XXXX to their outside vendor who then would send me the software. After this was sent and received we tried to send another amount which was declined. The following day the individual had me take cash out of my bank and make a deposit into a XXXX XXXX account. After this transaction was done I contacted XXXX to find out if I was a employee and if the the individual who went by the name of XXXX XXXX was actually a HR employee. I contacted my bank which is USAA and let them know that fraudulent activity might be going on. They documented it and shortly after XXXX followed up and said no to both me being a employee and XXXX XXXX not being a employee. I proceeded then to file a police report with XXXX XXXX Police department in Florida. After the Police report was conducted I contacted my bank and told them I filed this report. My bank said a investigation would be launched and they would contact me back for further information. Three days went by and I received no call back from my bank. I then called my bank to ask if a supervisor/manger could call me about this. I never received a call from them even though they said 24hrs. I received a call 48hrs later stating my accounts would be locked. I was shocked since I was told by multiple employees that my account would not be locked since it fraudulent activity was going on and a investigation was open. Mind you I also have insurance through USAA, when I was locked out of my account I was actually locked completely out of my bank. I could not ; look up bank statements, access any information, insurance documents, nothing. I was being treated like a criminal and not a victim ... .. After multiple attempts to contact them and talking to numerous people finally 13 days or so later they said from their findings they would not be covering this under their policy. I asked why, they said because you authorized this and no accounts where actually taking over. I asked if they contacted PNC, to figure out if that account was actually highjacked or if that was actually the person who committed fraud. If so then under their policy i should be covered. I followed up with did you contact the XXXX XXXX Police department for any information they gathered in this case. Response no we did not ... .. How is this a proper investigation? USAA never contacted me for any additional information, they never contacted XXXX where the original check came from and never even contacted the Police station .... Lastly I asked them what is the amount I am trying to get covered .... They had no clue on the correct amount ... .. I said I would like another investigation opened up because I feel you have not done your due diligence in launching a proper investigation. They followed up with contact your local authorities and have them contact our " other department '' USAA fraud employees do not even know " who '' these people are or know how to contact these other employees.

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