Consumer complaint received 2023-02-18
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: ME
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
XX/XX/XXXX - XX/XX/XXXX, I was a victim of a scam. When I became aware of the scam, I contacted my bank, USAA, to inform them of the scam. I have been a member of USAA Bank for over 20 years, and I knew they had a 0 % Liability Protection Program in place for their members. Originally, USAA, credited back all the fraudulent charges, although the fees I incurred for the returned checks made it so I could not afford my XX/XX/XXXX mortgage payment. My mortgage went into default, but I was able to pay the rest of my bills. USAA, after further review, decided that the charges were not fraudulent and informed me that my banking accounts would be permanently closed and I would no longer be able to use their banking services in the future. They also took back all the credits to my account and put me in {$18000.00} of debt, or a negative balance of {$18000.00}. USAA put my checking account on permanent hold, and told me I had 60 days before the account was closed and that any remaining debt would be forwarded to the federal credit bureaus. I remained in discussion with USAA for the next 2 weeks and had them review my case a second time. USAA stood by their original decision. At this time I had to scramble around, find a new bank and open up a checking account for my direct deposits. I receive VA XXXX money since I am rated XXXX XXXX XXXXXXXX service connection through the VA. I also receive SSDI each month. I did not make the XX/XX/XXXX cut off for changing my direct deposit for my VA XXXX money. On XX/XX/XXXX, my VA XXXX money of {$3600.00} was deposited into my USAA checking account. USAA would not release the funds to me and stated that the deposit was used to collect towards my debt. The VA XXXX money each month is budgeted towards my mortgage, car payment and other bills. I went into default with my mortgage for a second month and could not pay my other bills to include my car payment. At this point, I filed a police report concerning the scam to XXXX Police department. I also filed a claim with the Maine State Attorney General. I also filled out the IC3 form to contact the FBI. I took this updated information and went to USAA for a 3rd review of my case. I stated I would include any documentation to support my claim. USAA did not request the documentation and made the decision to stand with the original decision. 
I am at a loss. I have considered bankruptcy. I have no idea how to pay the supposed debt to USAA. My mortgage is in default over 60 days and may turn into foreclosure. So far I have made some progress with my other bills, but I am barely able to eat or have gas in my car. 
I was susceptible to the scam at the time since I am bipolar and I was fully manic at the time. I was hospitalized at XXXX XXXX from XX/XX/XXXX until XX/XX/XXXX XXXX XXXX XXXX XXXX. The majority of my XXXX rating and for SSDI is due to mental health. I offered to send my medical records reflecting the inpatient care, USAA did not request the documentation. 
I feel like I am being treated like the criminal. USAA flat out refuses to acknowledge the possibility of the scam or to use the 0 % Liability Policy to clear the debt and return my XXXX money. I do believe USAA should be held liable for their actions and also for discrimination against a XXXX veteran. 
Can you help me?

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