Consumer complaint received 2023-10-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
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:
I noticed my account had a huge withdrawal taken from it. A XXXX transaction on XXXX XXXX to XXXX for {$3400.00} in total. I did not authorize this transaction. Legally, XXXX transactions are not allowed to go above {$1000.00} from my account with USAA. 
I immediately called to report the fraud. A 3rd party withdrew money from my account illegally. This is against XXXX policy as well. They do not call back, they forward you to your bank if you do not use their app. I did not authorize this transaction. There was no asking me if it was allowed, no investigation done asking me about withdrawing the money. They allowed XXXX to withdraw money illegally. Against both partys policies. I did not advise, nor approve these 2 transactions equaling up to {$3400.00}. They withdrew them, leaving me almost with an empty account. 
I spent an hour on the phone filing my complaint XX/XX/XXXX. Then having to call back again, the next day, XX/XX/XXXX, assuming someone had hacked my account because the transactions had changed from XXXX : XXXX to debit withdrawal of fast food. I reported this as well. I was afraid someone had hacked my account. Not only did they change the title of the transaction to cover their mistake and fraud, within 24 hours, they failed to inform me of any information in regards to what happened. This is theft. I did not spend {$3400.00} in fast food on XX/XX/XXXX. 
I was not contacted again by USAA in regards to investigation or outcome. I called back multiple times, and spent over 9 hours on the phone with them in total, the last month continuing to be avoided, and not informed, or have my questions answered. They refused to allow me to speak to a manager within the amount of legal time to get back to me by federal law. None of my money was put back in my account. Over 10 business days would pass and I would have to call them again and again. 
Finally my husband called, we were informed by one of the representatives he was speaking to, that the decision had been immediately made according to their records that my stolen money would not be refunded. He also agreed it was odd there was no record of the decision or anything. It just said it was done. My husband spoke to this representative on the phone and discussed how this was not making sense and he agreed. This gentleman was the only USAA employee to call us back within the month. In that call the next day, He just said he had nothing else to report that the investigation had been reopened and a manager would be looking into it and calling me back within 7-10 business days. Again, I had to keep calling and demanding after these days went by, for a manager, to return my call and handle this. 
I was stolen from. The banks job is to protect my money inside of my bank account. I should not have to argue or defend myself against a transaction I did not authorize or make. I let them know it was a fraud. 
I finally sent a copy of documents pertaining to the illegal pulling of the funds from XXXX, even though it was not listed as such a transaction anymore. XXXX had returned a payment someone had given me for living in my house. They had no right to that. It is my bank account they withdrew money from. It is against their policy to refund money. Weeks having gone by I read anything I could about what possibly could have happened. USAA informed me I had complaints against me on XXXX. There have not been complaints against me, until these thieves made them, to steal my money from my account. I have not used XXXX more than a small handful of times and never received complaints. I never received information of the complaints against me. There were never documents supporting the legality of this, anything. It was me pressing and demanding on the phone for over 9 hours in total. 
This is not a small amount of money I had stolen and removed from my account illegally. I have never reported a dishonest claim. I have banked with them for 19 years. They know my record is clean. I sent a copy of an email from my attorney to these thieves allowing them to know they stole illegally to USAA, as well as proof their was no legal right for them to approve a reverse transaction to XXXX, if that is what took place. I called the constable after I saw the fraudulent transaction, and reported it immediately. 
It took them over a month and 9 hours of phone conversation, having to explain the same thing over and over again, on the phone with extreme stress and frustration. The financial strain this entire situation has placed on my family is not measurable. I have literally lost weight, been stressed to the point of not sleeping, and unable to control my emotions. I am a rule follower to the extreme. I have had fraud committed against me and the bank did not do their job to protect my money. I dont feel safe. 
XXXX had no right to access my account and withdraw funds. USAA had no right to illegally rename the transaction to hide their mistake. I have screenshots of both days and proof of how they changed its title. I have call logs on my phone and USAA records their conversations. I spoke to a manager on XX/XX/XXXX, FINALLY. After a month of no call backs, avoiding me, and saying they would get back to me. No attempts were made to reach me and inform me of anything until I demanded over and over again and called and called. Also having been hung up on! I allowed this manager to know I would be filing a complaint with the CFPB and the FBI. She tried to give me all kinds of excuses and gaslight me. She said it was a business transaction, XXXX doesnt allow those, also NOT TRUE. Its not a business, its my personal home they were living in. I am not a realtor, nor did I use one, or a broker for it. Then when I let her know that, she tried to tell me it is domestic. 
This is neither. I have read XXXX policy, this is not allowed. XXXX cant refund money, someone has paid another person through them. Whats done is done. Who they stole for, lived in my house. They signed a lease, moved in, and then left like thieves, with no written notice. They lived in my house for 2 weeks before they snuck out without informing me, leaving me with an abandoned lease. There was no fraud or anything to complain against me! They committed fraud. They have lied on countless occasions that dont even pertain to this transaction so I havent bothered to include them. They are dishonest people who took complete advantage of me and the bank has allowed them to steal from me. My bank did not protect me when I provided proof to them this was the case. I am attaching the policy and definition of the fraud I read on XXXX website. 
My husband took a pay cut, to work for the federal government and serve his country. We have XXXX children to provide for. We have moved to a new state that is more expensive, our lives have been turned upside down. Now, I am sick knowing that a bank is allowed to just give anyone access to my, little amount of money that has to spread so far, and not keep it safe. USAA tried to cover it up as fast food! I am sick and tired of dishonest people getting away with everything. These people were grifters and thieves. 
I have not been protected and my rights and money have not been safe. There are a handful of red flags and dishonesty with this entire fraudulent transaction, and I am not responsible for any of them. XXXX, XXXX, and USAA are all being dishonest and stealing from my account as a team, is how I now see it. I reported a fraudulent charge and nothing was done about it. They relabeled it, avoided me, and did not follow through on their end to protect my money. I am not ok because they did not do their job. They need to be held accountable and I need my money back.

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