Consumer complaint received 2018-09-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
In XXXX of 2018 I notified USAA Bank I would be traveling to XXXX from XX/XX/2018 to XX/XX/2018. I asked the bank to remove my daily balances of XXXX dollars so I can withdraw a couple thousand dollars to pay for my resort and rental car in cash. XX/XX/2018 my online banking was suspended due to suspicious activity. I tried viewing my accounts online to check my balance and was unable. I called USAA but my connection was horrible. I was able to successfully call them on Monday XX/XX/2018. I was given back online access for about 10 minutes. At which time I realized there was fraudulent activity on my account. The representative wanted to cancel the debit card. I asked her to wait until I looked for the debit card to the fraudulent account because I still had money in there. I also have an additional checking account with USAA and I wanted to transfer my funds from my fraudulent account into my non-fraudulent account so I could have access to my funds in XXXX. During this time I didn't know where either debit card was. I was then restricted from viewing my checking accounts with USAA again. On Tuesday XX/XX/2018. I called USAA back. I found both cards and had them cancel out the debit card which had the fraudulent activity. On Wednesday XX/XX/2018, I received a notice saying USAA was investigating my fraud claim and would receive a temporary credit. 10 minutes later I received a follow up email saying my fraud claim was denied. I called USAA. I was told the claim was denied because I had access to the debit card which the fraudulent activity supposedly happened. On Thursday XX/XX/XXXX, I called again and filed another fraud claim on the same account. I was told that the previous representative processed the claim improperly. I went line by line with the representative and reported the charges which were fraudulent. I called in to check the status the following day and was told the claim was filed improperly. The representative said they needed to remove me off the suspicious list to process my claim. I later found out my account was restricted from XX/XX/XXXX to XX/XX/XXXX because I logged into a computer in XXXX to check the account. They asked was it me. I said yes and they removed the restriction. 
( Question, why would USAA restrict my account if I gave them a travel notice? It was due to the restriction I couldn't see the fraudulent activity happening to catch it ). A few days later I received a notice saying I would be issued a credit for XXXX dollars, while the investigate. The credit amount was way over the total of charges I listed as fraud. A few days after the credit USAA cancelled my debit card on my second account. I never called and asked them to that. It was random. I called and asked. I was told unfortunately there's nothing we can do. We apologize. So now I'm in XXXX without any access to my USAA accounts. I couldn't have them mail a new bank card because the hotel I stayed wouldn't allow mail to get to you and XXXX is a Third World Country good luck trying to get mail coming from the states. I finally came home to the U.S. on XX/XX/XXXX. I received a notification that USAA denied my fraud claim again and was debiting the account where the temporary credit was issued. I called USAA and found out my fraud claim was processed wrong again! I went line by line with another representative in XXXX of 2018, over which charges were fraudulent. That was about two weeks ago. I haven't heard anything back in regards to the fraud. I haven't received any new notifications. Meanwhile my account where I reported the fraud activity is in the negative over 4000 dollars. Another issue with this case is when USAA did the investigation on this account, they investigated legitimate fees I paid to other bill collectors. When I filed the claim these bill collectors weren't mentioned as fraud. For example my storage unit XXXX XXXX XXXX was paid for in XXXX of 2018. USAA took the money back from them because I filed the fraud claim which didn't include them. At no time did the claim involve my storage unit. They also took money back from the CASHAPP where I sent money to a family member. Her account was debited XXXX dollars. XXXX was never included in my fraud case. Please assist.

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