Consumer complaint received 2018-08-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
In XX/XX/XXXX, we were defrauded for more than {$28000.00} via fraudulent mobile check deposits and multiple ATM withdrawals in a short period of time ( weekend ). After seeing larger than normal bank transactions posting on our accounts, my daughter contacted the USAA bank and discovered that we had become victims of bank fraud. The transactions were initially deposited with unknown business checks from the XXXX, SC area into our XXXX, GA account. During XX/XX/XXXX XXXX XXXX, there were four to six checks deposited daily in my daughter 's personal and a second joint account by mobile deposits then withdrawn at five ATM locations of maximum withdrawals. Initially, there was {$7200.00} in check deposits in the joint account and {$1100.00} in the personal account, five ATM withdrawals of $ XXXX XXXX XXXX, XXXX, GA, which equaled {$5000.00} and a {$2900.00} point of sale ( POS ) debit at local XXXX grocery store-XXXX, XXXX, GA all on the same day. By the second day the thief was in full motion having deposited several checks in two separate accounts ; four checks totaling {$8300.00} in the joint account and {$880.00} in the personal account, while debiting five ATM withdrawals at {$5000.00} again AND a {$2900.00} ( POS ) debit at a local XXXX grocery store- XXXX , XXXX , GA. During this period the culprit is now able to make numerous transfers between accounts to increase withdrawal access. On the final banking day they went out with a bang depositing various checks totaling {$12000.00} in the joint account, {$4500.00} in the personal account, however, prior deposited items from the first day were now returning on this day ; {$490.00} # XXXX, {$500.00} # XXXX, {$610.00} # XXXX, {$1700.00} # XXXX, Also, four ATM withdrawals totaling {$2400.00}, a POS transaction of {$4.00} for XXXX parking ( very comfortable at this point ). Then, POS debit {$2900.00} to XXXX grocery store-XXXX, XXXX, GA, three separate locations for XXXX grocery ; {$2600.00} POS-XXXX, GA, {$2900.00} POS- XXXX , GA, {$2900.00} POS- XXXX, GA. 
Once the bank was notified, we were told that they had to do their own ( in-house ) investigation. There was a phone interview and we waited for their advice and directions as to next step for the process. I do not understand why the bank excluded me from the process but at this point, I made attempts to contact the bank for follow up, still-no response. My daughter was told that our request had to be in writing, so we typed a formal letter and faxed on XX/XX/XXXX, no response. We called again and were told that the request must come from an attorney or law enforcement agency. So, she called the local police department and made a police report and scheduled an appointment to speak with an investigator to assist with the follow up ( No help at all ). In the following months the bank closed out all accounts to include credit cards. We waited for months to find out that the investigator did nothing ; he closed the case and did not inform us. After going back and forth, eventually he moved to another district. I tried contacting the new investigator and she never replied ( still waiting for her to return from court ). This was very painful, we needed answers. We also contacted an attorney for consultation and were told that they did not handle this type of case. We feel as if our rights of due process have been violated. USAA bank and the XXXX XXXX Police department failed us because they never revealed the results of their investigation. We have been victimized unfairly and are now forced to defend ourselves against unfair practices by USAA bank and the Criminal Justice system, as well as defrauded by unknown criminal elements. We are left without an appropriate course of action as we are dealing in uncharted waters. Unfortunately, it takes money, a lot of money to hire an attorney to fight for your rights. Our lives have been on hold for the past two years and it is difficult to do business when you have a huge debt that you can not explain and have no resources to get rid of it. In XX/XX/XXXX we discovered that USAA bank filed an Early Warning Consumer claim against us on XX/XX/XXXX and in XX/XX/XXXX we also received an IRS XXXX Debt Cancellation for {$28000.00}. Wow! USAA bank has not taken any part of the responsibility in this situation. We have submitted a copy of our prior bank statements to reflect that we have never had this type of money routed through our bank accounts, which should have been a RED Flag to lock the accounts to prevent this type of loss. It is obvious that this was definitely an expert crook who knew about the process ; timing, amount of money, and locations to exchange this volume of money in such a short period of time. 
If there is any way you can HELP, we really need your assistance in this matter. Thank you for the opportunity to submit this report and taking the time to review and advise us in the direction to reach a resolution. 

Sincerely yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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