Consumer complaint received 2015-08-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NJ
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX, 2015 my XXXX email was apparently hacked into because I started getting emails on my phone approximately every XXXX seconds. Many of the emails were in languages I do n't understand such as XXXX, XXXX, etc. I did not open any of the emails because I knew something was wrong, and instead I stopped using the email because it was so old I figured the best thing to do was to start a new XXXX email, and I did. 
On XXXX XXXX, 2015 and unbeknownst to me, a new Checking and Savings account was opened up in my name at my financial institution, USAA Bank located in XXXX XXXX, TX. 
Also unbeknownst to me, and on this same date the culprits did an electronic transfer into this new checking account in the amount of {$2000.00} and electronic transfer into new savings account in the amount of {$1900.00}. Then on this same date the funds were transferred out/withdrawn. 
On XXXX XXXX, 2015 at approximately XXXX I attempted to place a phone order for food delivery and was told my card was being declined. I then checked my account online to find that my original accounts ( checking & savings ) with USAA had XXXX balances. Last I checked these account balances it was {$530.00} in checking and {$80.00} in savings. The next morning XXXX/XXXX/15 I called USAA to find out what was going on with my accounts that I had zero balances. That 's when I was informed of the above mentioned transfers in and out of my accounts. However, the representative did not mention that this activity was done in the new accounts that someone had set up in my name~ so I was under the impression that she was referring to activity that took place within my original accounts. Nonetheless, I informed her that I made no such deposits for said amounts on said day ( XXXX ). The representative said a fraud investigation would have to be opened on my accounts and to give them a few days to contact me. 
On XXXX/XXXX/15 at XXXX I called USAA for the status and was told that the investigation had been completed and that I was being held responsible for the negative account balance. 
On XXXX I called USAA back to get more information on how they determined me to be guilty of fraudulent activity within my account. They said that I did an electronic transfer from a credit union account with my name on it, back and forth to the USAA account. I told them without a doubt that I do n't have a credit union account or any other bank accounts other than USAA. They would not tell me the name of said " credit union '' or the location, but gave me the routing number and account number. I then went to my local police station and filed a report. Also called the local FBI office who looked up the routing number for " credit union '' account and informed me that this was not a credit union account but an account at a XXXX XXXX bank in XXXX, MN. 
I went to a XXXX XXXX bank near my home with the information I was given and they determined that the routing and account number was the legitimate account of one of their customers, who is not me. XXXX XXXX confirmed the account belonged to a gentleman in Minnesota, I was not given his name as that information is private. 
In closing, I want USAA to reimburse me for funds they confiscated from me in connection with my identity being used for money stolen from the bank. The amount USAA took from me to put towards negative balance is {$610.00} ( {$530.00} from checking & {$80.00} from savings ). 
In short, USAA got robbed by hackers and in the process I was used by way of identity theft, but USAA want to make me pay for something that I did not do. 
On XXXX/XXXX/15 I relayed the aforementioned info to USAA and they said I 'm still responsible. 
How is that so? XXXX XXXX can confirm that I am not a customer with them and have no accounts with their bank.

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