Consumer complaint received 2018-11-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
XX/XX/2018 : XXXX received a NSF Email Alert on his USAA Classic Checking account re {$1100.00} from his USAA VISA Credit Card has successfully been transferred into his USAA Checking account to cover XXXX XXXX Home Mortgage Ebill Payments or Debits on XX/XX/2018 in the amounts of {$5.00} and {$1200.00}. 

XX/XX/2018 : XXXX calls XXXX XXXX at XXXX, after a about a 30 min conversation is told that it appears someone has accidentally paid their Ebill Mortgage by entering a wrong account number off by one digit from XXXX account. 

XX/XX/2018 : XXXX calls USAA Fed Saving Bank & is told  to file an electronic dispute to correct the situation. 

XX/XX/2018 : XXXX goes online & clicks on the XXXX XXXX  " dispute '' button and clicks on " button '' to deny recurring debits.. signs using the eSigns button. 

XX/XX/2018 : XXXX calls USAA Fed Saving Bank and receives confirmation that are aware of the dispute. 

XX/XX/2018 : XXXX downloads " USAA Written Statement of Unauthorized Debt '' PDF form. 

XX/XX/2018 : XXXX completes. signs and mails the " USAA Written Statement of Unauthorized Debt '' back to the USAA Fed Saving Bank. 

XX/XX/2018 : XXXX calls USAA Fed Saving Bank and is told again that they are aware of the situation and that he will receive either a letter or email within 10 day discussing status with the final dispute settlement within 45 days. 

XX/XX/2018 : XXXX calls USAA Fed Saving Bank to get an update... operator goes off line for about 30 mins, returns to say that my " dispute '' appears to be " fraud '' and my account is compromised, she forwards me to a fellow USAA associate who sets up my new USAA checking account... based on her 2nd recommendation, I immediately electronically transfer the approx {$2300.00} from the old to the new account. 

XX/XX/2018 : XXXX receives a " No Fraudulent Activity Found After Review of Your Claim '', Claim Reference : XXXX, electronic text Notice from USAA Fed Saving Bank based on your XX/XX/2018 inquiry... Notice further indicates " Our decision is based on multiple USAA system security records, No further action will be taken. 

XX/XX/2018 : Summary : I find this particularly unfair as someone has ripped me off for {$1200.00}... the denial of my claim also impunes my personal integrity suggesting I was in someway negligent or permitted this transaction to occur... respectfully request CFPBs assistance in tracking down all the details, electronic foot prints, etc to find the person/s ( who ) and method ( how ) this XX/XX/2018 unauthorized transaction occurred... this claim denial comes at a particularly stressful time in our life as on XX/XX/2018, our Main House, sons Gate House, and tenants Guest House were totally destroyed along with 3 detached garages and 1 workshop. We also lost our XXXX XXXX business to the fast moving West Fire that originated 800 feet from the east side of our ranch/estate, XXXX XXXX XXXX, XXXX, CA XXXX... Standing by to provide additional information, answer questions and documents

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