Consumer complaint received 2015-04-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Bank account or service
Sub-product: Savings account
Issue: Deposits and withdrawals

Complaint:
SUBJECT : DEPENDENT IDENTITY THEFTI 'm writing to you immediately because this could be a bigger problem than most people realize. My previous employment was as an XXXX, so I am still concerned even though I 'm XXXX now about CYBER IDENTITY THEFT. I am a member of USAA Federal Credit Union. One of the benefits is giving your dependentsa savings account. Which I opened for my granddaughter so I could transfer funds to her while she is in college at XXXX University, XXXX XXXX, XXXX. The bank obviously new they were talking to a " minor, '' but up until XXXX when she turned XXXXI could access her account. This happened in XXXX, so How did I automatically become responsible for the debt? 
Due to my training I think that her using the free WI-FI she was hacked when she put in her account and pin from her mobile device Below is the excerpt from the E-MAIL I sent to USAA as yet I have n't received any response : Could you make me understand how the fraud department came to the conclusion of an investigation and anotheraccount holder pays for it. My granddaughter 's account was compromised, she reported the card lost in XXXX. 
Whoever, got hold to the card was also able to gain access to her mobile account and make large amounts ofdeposits and withdrawal totaling over {$10000.00}. Somehow after you allowed XXXX to go through you caught it and there was a {$4900.00} overdraftleft on her account which only had {$60.00} in it. So when I got my letter and contacted your representative I was told you could n't give me information because I was n't the registered account holder. When I contacted my granddaughter, in XXXX, she informed me she had already called USAA and that her account was blocked and she could n't get her {$60.00} to eat at school at XXXX University, XXXX. I informed her that I could see the transactions online but USAA refused to tell me what kind of investigation they were doing. No one confirmed that she was in Indiana, I 'm in XXXX and all the transactions were made from different ATM 's in XXXX, XXXX. I learned that just from looking at the statement. So your decision was to take my XXXX and Social Security check from my checking and savings account. You emptied my adopted daughters savings account, and my mothers. savings account. Then you 've started overdrawing my accounts for all the automatic payments that are bouncing at {$29.00} each. So can you explain this to me. I do have a XXXX from XXXX but not to the extent that I do n't comprehend. 
Can you tell me why you just put my family in financial ruin for XXXX and the XXXX XXXX? 
Please explain it to me. On your website for reporting fraud it distinctly says : USAA Bank XXXX XXXX a lost or stolen ATM/debit card on usaa.com or your USAA Mobile App. 
A replacement ATM/debit card can be shipped to you the next day. ( Charges may apply. ) Report unrecognized transactions on your ATM/debit card by calling XXXX, day or night. After you make your report, USAA will immediately provide information on how the investigation and the compromised funds are being handled. " I want all my monies returned to include fees and overdrafts, I want the hold on my accounts transfer ability restored and my granddaughters account restored and active!

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