Consumer complaint received 2022-08-23
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
On XX/XX/2022 I called USAA about two accounts trying to be added onto my checking account for money transfers. I was told an investigation was going to ensue as a result. I did not allow for any money transfers to occur. On XX/XX/2022, I noticed that there was a {$10000.00} deposit in my checking account. I called USAA to report this as a fraud as I did not deposit any of this money. As I was on the phone with the representative, another XXXX was trying to be deposited into the account. The representative was helpful and stated that the deposits were being made in XXXX XXXX, Texas from an XXXX ( which I do not own ). Then there was {$10000.00} transferred to my daughter 's account, {$5000.00} transferred to an unknown account, and {$5000.00} transferred to my son 's account ( from my account ). Then a {$10000.00} check was deposited into my son 's account and this money was transferred out of our account to two unknown accounts. I continued calling USAA fraud department and they locked our account. They had corrected the account and I felt that the fraud investigation was completed. I was able to use my account after it was unlocked. The account then was locked again and I called USAA to ask about this and they stated that the checks that passed through bounced and I was responsible to pay this back. I filed another fraud investigation and the account continued to be locked. I called USAA again and they stated that all previous investigations were canceled. They did not understand why this was. Three new investigations were started for each account. I called to find out this update and was told they were exercising their right to no longer do business with me due to fraudulent activity on my account. I filed an appeal and they are still finding that they no longer want to do business with me and I have 60 days to pay in full the money from the checks. In the last appeal, they notified me that I can bank with them as long as I pay back all the money that went through the account. I get calls daily about the account being in a negative balance and my wife 's direct deposits have been confiscated. They told me that I gave out my login information for this to happen. My savings account has had money taken from it to cover charges. I contacted the church 's where the checks originated and they had checks stolen and put stop payments on them ( churches are in California ). The signatures do not match. USAA stated that it was a full account take over and all emails were changed and fax was added to the account. I have no knowledge of the fraudulent activities, reported it and am now being called daily to repay over {$22000.00}. I have already paid over {$5000.00} due to USAA confiscating paychecks and money from my savings account. However, they have left {$10000.00} in my daughter 's account and they are threatening to report me to the credit bureaus if I do not pay this back.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation