Consumer complaint received 2016-04-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN
Product: Bank account or service
Sub-product: Checking account
Issue: Making/receiving payments, sending money

Complaint:
My son, who is military, has had an account with USAA for 8 years and has never had any kind of issues with his banking or payments. In fact, he was an exemplary preferred customer in excellent standing. He also had his vehicles insured with USAA. He even bought his house thru USAA. 
Recently, there seemed to be some unusual activities in and out of his checking account, over a span of a few days ... but nothing was brought to either my son or myself ( his POA ) with regards to these activities being fraudulent or reason for concern.Based on the nature of these occurrences, this should have been an obvious RED FLAG with the bank. Instead of putting this thru to their Fraud Dept., and/or issuing a temporary freeze on the account until an investigation was completed, they decided upon themselves to completely and without notice or warning, NOT to do business with my son any longer and restricted access to retrieving any information about the account altogether. 
I happen to be a XXXX person as well as a XXXX XXXX, and I have been pursuing this matter on my own trying to find some kind of logical explanation. These were clearly fraudulent transactions and was not treated as such. 
USAA is not a real financial Institution as a normal bank would entail but they are an Investment Corp. They do NOT have branches or locations for walk in service except for the one here in XXXX, TN which is close to XXXX XXXX. I went there personally on XXXX/XXXX/16 as I was told on the phone that they are not able to speak with me since they no longer do business with my son - which came as a shock to me. I informed them that I had spoken with CFPB as well as OCC about this situation and in doing so, managed to get a copy of the checking account statement which made absolutely NO sense to me as nothing was specified with all the charges racked up by USAA. There is so much more to explain after this. While being put on hold on the videoconferencing for over 10 minutes, I immediately got a call from someone on my cellphone who indicated to me that SHE would be the one handling this matter and gave me her name and direct number to communicate with her. Today is XXXX XXXX and I have never received a response from her even after leaving several messages each day. I have brought this to the attention of CFPB previously but have not filed an official complaint since I was under the impression that they were in the process of resolving it. 
This does not seem to be the case as they have embarked upon a most unacceptable action that is affecting both my son & I in a very critical way. They have confiscated my son 's BAH, since he is in college under the Post XXXX GI Bill, and seems to be applying the full amount wired by The VA ED Dept. into his account, to all these fraudulent and made up charges by USAA. I can not get answers from anyone as the customer service people are very limited in whatever information they are told to give me. 
I am my son 's dependent and have no other income to live by. I have been asking about the auto insurance and still can not get answers from USAA. I have explained that my son was not a beneficiary of any of those fraudulent deposits and withdrawals- if any - and his personal information may have been compromised as he had no knowledge of these activities. The bank even accepted fraudulent checks made out to third parties with USAA checks - not once, but twice. Yet, nothing seemed to be of concern to forward these transactions to the Fraud Dept, if, in fact, there is such a dept. with USAA. 
There should be a law against this kind of mishandling and negligence with the banks and People 's Federal Funds wired to their accounts as income. I am going to inform the VA of this as they have NO right to interfere with Federal Military Deposits. 
PLEASE HELP ME HERE. THIS MAKES NO SENSE AT ALL XXXX Thank you. 
Sincerely, XXXX XXXX

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