Consumer complaint received 2022-12-05
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
I was a member with USAA for 4 years, had a 2 checking and 1 savings account that every XXXX of our income was deposited into. My wife was XXXX XXXX XXXX and got robbed leaving work and they got her purse with her wallet, keys and phone in it. she had what she called XXXX brain at the time and kept a little slip of paper in her wallet with all of our important phone numbers, passwords and pin numbers to everything in her wallet, in case she needed one of them, and couldnt remember. all of that was taken during the robbery. we contacted police and got a police report for the incident. The robbery put her into XXXX XXXXr and by the time everything had settled, we finally got our son out of the XXXX, and I sat down to see why our bills had started bouncing back when we had well over XXXX in between all three accounts I obviously had to look into what was going on. That was when we first realized that not only had our account almost been cleared out, but her identity had been stolen. They didnt just stop with our money either, they also applied for credit cards and loans in my wife 's name. USAA was very nice at first and our first fraud claim with them was over {$4000.00}. They are a XXXX liability bank and gave us the permanent credit back fairly quickly. they were supposed to cancel our cards and put stop payments on anything coming through but they didnt do that and our account just kept getting hit over and over. We would call and ask them to try to identify the people doing this because they were using the information gained in the robbery, from her wallet, to transfer money from one account to another and it was like we had absolutely no control over our money but every time they would credit us some of the money back. after they knew about the identity theft they were supposed to protect us but instead of protecting us they did not protect our accounts it was like a free for all. there was money coming up missing left and right and to be honest there have been times when we have actually thought there might have been something going on within the bank itself. 2 months ago we got a letter in the mail that told us they had decided that there had been no error made and they were going to reverse the credits that they had given us. keep in mind that we still had not gotten what we had lost back and the very next day they started taking money out of our accounts, saying that it was because they found no error. all in all they out of nearly XXXX, we have been left with a negative XXXX in our bank and they are now saying that they are utilizing their right to not do business with us anymore. i spoke to a woman named XXXX that was supposed to be over the fraud department and she treated me like i was a child. her very first words on the phone to me were " do you want to tell me the truth, or are you going to lie to me ''. they have started transfering money from one account to another themselves but have totally cut us off, telling us the account is closed for anything but credits. one of the credits was our income tax check for almost XXXX. we have never gotten to see any of it because we have had our online access removed and everything. just last week, we got a letter in the mail saying that they needed our social security numbers and other personal identifying information, but when we called all were told was that the accounts are closed and only accepting credits. even though they have cut us off from any access to the accounts, they have not cut off our email notifications and we have been receiving notifications every day almost, telling us about more and more transactions have been found in our favor, but who and where are they going to? it is not being put towards the amount that they have overdrawn us and A few days ago they told us that they were charging the accounts off onto our credit as a charge off- fraud based. we have had it with them and do not know where to go from here. we have a new baby to take care of and have literally lost everything we had to our names and all of it has been accepted by a XXXX liability facility. 
They have now completely shut us out of being able to see any of our documents and have made it impossible to even see an account there.

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