Consumer complaint received 2020-01-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Other banking product or service
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
USAA has been one of my favorite banks since I have enlisted and transition out of the military. Customer service is usually spot on but as of today XX/XX/XXXX reaching out to multiple department of USAA for my fraud situation. As a veteran, I now live in California. On XX/XX/XXXX someone open up a checking account in Ohio by depositing {$25.00}. I did not notice it until XX/XX/XXXX. The address was even open in Ohio and during my talk to one of the USAA representative asked me how come I didn't change my address for the checking account? BECAUSE I NEVER LIVED THERE! and why I was not notified that a bank account was open in OHIO while i reside in CALIFORNIA. During this gap the person in Ohio withdrew from my other bank account withdrawing {$1000.00} and attempting to withdraw {$4000.00}. I notice this large transaction on XX/XX/XXXX and called USAA. I was advised by one of the representatives to let the transaction go through and just transfer it back. The funds of {$1000.00} was transfer into the " FRAUD USAA CHECKING ACCOUNT '' it was immediately spent. The transaction were made on XX/XX/XXXX at a XXXX in Ohio. " XXXX XXXX XXXX XXXX XXXX OH. '' The transaction of {$26.00}, {$50.00}, {$400.00}, {$500.00}, and {$25.00} = {$1000.00} I was told that I was scammed and someone obtained my information, I do not recall any suspicious purchase during that time. I spoke to multiple represented from USAA and was told to hold until my other bank account " XXXX XXXX '' replies for the amount of money that was transferred. The transferred was made from my USAA account by the fraud user. I did not authorize any of these transactions and did not provide any with my information. I was told that users are liable for handling their information. This is obviously Identity Theft. Luckily I didn't get my {$4000.00} dollar stolen from me because I removed my money from the transferring account into another one. Since USAA COULDN'T NOT PREVENT IT. If I did not do that I would have been left with {$0.00}. As of now my USAA is account is unavailable to touch all my funds and have to wait. The fraud department has been little to no use, they say that an analyst will contact me in 1-3 business day. I was also told that my {$1000.00} could take 30  days to get back too but there is no guarantee I will even see that money. I feel helpless in this situation and USAA has been little to no comfort about my situation at all. I've been reading about fraud claim in USAA and it seems like its been a common misfortune dealing with the fraud department. I do try to see USAA as a great company but as of now I feel as USAA do not care for their customers anymore. 

UPDATE 2 weeeks later : USAA stands with their decision on denying my claim without any evidence. I have also went on un-linking my XXXX XXXX account to my USAA account because I feel my money is not safe anymore with USAA. No one is pursuing to investigate and I am more frustrated with USAA 's customer service. USAA also failed to provide me with any evidence, any of the notes that were made on my investigation and will not provide me with the previous address that was open on the fraud checking account. '' Update XXXX, XX/XX/XXXX @ XXXX, I received a call from an agent regarding a reopen investigation on my case. Apparently whoever had my information in Ohio was logged in at the same time I was in California. Because we were logged in at the same time I was liable .... whoever the hacker was. The person who hacked my account had all my information and security questions and no errors. I'm an officially a XXXX dollars poorer because of USAA..

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