Consumer complaint received 2019-09-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Incorrect information on your report
Sub-issue: Information belongs to someone else

Complaint:
XX/XX/XXXX - counterfeit check in the amount of {$57000.00} deposited into checking account jointly owned with daughter, XXXX, via ATM in XXXX XXXX, CA. Per bank, deposited via debit card for account holder XXXX. XX/XX/XXXX - withdrawal in the amount of {$470.00} in XXXX XXXX, CA. ( per bank, same debit card used XXXX XX/XX/XXXX - aware that XXXX has a new bank account with another bank and was not expecting any deposits, nor had her debit card with her, I, XXXX, reported transactions as fraudulent via app. XX/XX/XXXX - received notification via text message re potential fraudulent transactions XX/XX/XXXX - called bank, was advised of additional transactions. Conferenced XXXX in as well in order to dispute all charges. Fraud department reviewed account, advised this was " obvious fraud '', stated security footage at ATM would prove this, and assisted with changing all login info for both myself and XXXX. When asked if there was anything else we should do, representative advised not at this time, all information submitted and other accounts would not be affected. Late XXXX - all previously reversed debits charged back to checking account. Contacted bank, bank advised investigation determined XXXX responsible for deposit and withdrawals totalling approximately {$4100.00}. I advised this was not possible as I had reviewed evidence provided by XXXX, proving she was in XXXX XXXX at the time of the fraudulent transactions. Bank declined evidence provided by myself or daughter, advised security camera footage was not reviewed. Requested details of investigation in writing, bank declined. Bank advised multiple logins from multiple devices, provided IP addresses  verbally. Bank admitted some logins did not appear to be XXXX ; however, stated " she must have been working with someone ''. XX/XX/XXXX - After transfer of {$40.00} to my separate checking account for a copay to see doctor for severe XXXX, bank removed all funds from account using right to offset. Subsequently, payment made to XXXX for utilities was returned, causing additional fee. Was unable to see doctor due to funds removed, and without medication since. XX/XX/XXXX - Attempted to cash check from lottery winning in the amount of {$500.00}, check denied. Contacted third party check verification, learned bank reported me for cashing fraudulent check. Same day bank processed " fraud charge-off '', which will reflect on my credit history shortly. Bank refuses to re-open investigation or provide details in writing ; however, has since ruined my financial reputation, leaving me unable to access my own paycheck or cash checks. While I have worked on repairing my credit history since XXXX, I now can not open a bank account or pay any bills as I am unable to access funds legitimately owed to me. In addition, I am facing a medical emergency, due to untreated allergic XXXX. Please assist in any way you can, additional documentation available upon request.

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