Consumer complaint received 2023-11-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
I accessed the USAA website on XX/XX/XXXX and found that one of my savings accounts ( XXXX XXXX ) had {$5000.00} more than it should ( approximately {$15000.00} rather than {$10000.00}. I immediately called USAA and informed representative " XXXX '' that of the excess balance. She informed me that she would inform the Fraud team and, in response to my concerns that my accounts will be protected. 
I accessed the USAA website on XX/XX/XXXX and noticed that there was a pending transfer of {$10000.00}. I immediately called USAA speaking with XXXX who informed me that the Fraud team doesn't freeze accounts until their investigation is complete. XXXX said that she had stopped further access to the account but that this doesn't bloack the pending {$10000.00} transfer. 
I accessed the USAA website a second time on XX/XX/XXXX and noticed that another {$10000.00} transfer was in progress. I immediately contacted USAA representative XXXX to report the new {$10000.00} transfer and to ask why USAA had not stopped access to the account. XXXX contacted the Fraud team and connected me to Fraud team representative XXXX. Fraud team is working the issue. 
On XX/XX/XXXX, my wife informed me that her USAA checking account debit card was declined at a gas station. I checked the USAA website and found that the checking account balance was {$5100.00} I immediately contacted USAA representative XXXX who informed me that the checking account was blocked to protect assets. XXXX told me that she doesn't have the authority to unblock the account and that I should contact USAA during work hours to discuss this issue. 
I contacted USAA on XX/XX/XXXX ( work hours ) and reported the locked checking account to representative XXXX. He connected me with Fraud team ( member security ) representative XXXX. XXXX spoke to me and my wife XXXX to confirm her identity- we sent a picture of XXXXXXXX XXXX  drivers license through the USAA.COM verify portal. XXXX is sending XXXX a " security check list '' on email to wife XXXX to complete and return to USAA. XXXX asked us if we recognized account numbers ending in XXXX and XXXX ( added on XX/XX/XXXX ). We replied that we didn't recognize the two accounts. XXXX unlocked the checking account. 
I accessed the USAA website on XX/XX/XXXX and noticed another unauthorized transaction of {$5000.00}. I immediately contacted USAA representative XXXX who connected me with XXXX. I reported the latest withdrawal transfer of $ XXXX " convenience check '' ( four of the last five withdrawals used convenience checks, the fifth was to account ending in XXXX ). I reminded XXXX that XXXX ( on XX/XX/XXXX ) told me that my accounts would be protected.XXXX asked if USAA had contacted me to discuss this issue. I replied that USAA had never contacted me and that I had made all calls to try to stop the unauthorized transactions. I also informed her of our conversation with XXXX and that XXXX had sent the security checklist to wife XXXX. XXXX replied that there was no XXXX in the organization and that USAA does not send security check lists. XXXX later admitted that there was a XXXX in her group. XXXX also accused wife XXXX of making the unauthorized transactions. I and wife XXXX said that XXXX had not logged into USAA for a number of years. XXXX replied that she " totally believed '' that XXXX had not logged onto USAA and that XXXX would have the analysts re-review the issue and that the second review would take three business days and that XXXX and I should call USAA on XX/XX/XXXX for status. XXXX will unlock the checking account so that I can pay bills. I mentioned the recent ( XX/XX/XXXX through XX/XX/XXXX ) USAA data breach as a possible source for passwords and ID required for fraudulent access on XXXX account. It's interesting to note that XXXX would not acknowledge that there was a data breach and stated that USAA doesn't store passwords in their system. I asked how the USAA system verified if passwords entered for access were valid - no response. 
I had no access to the USAA website on XX/XX/XXXX. I immediately contacted USAA representative XXXX. XXXX investigated and informed me that both accounts were clsed due to fraud and that I would be responsible for the existing ( {$25000.00} ) negative balance. I informed her of the ongoing review ( XXXX ) scheduled to be completed on XX/XX/XXXX. 
On XX/XX/XXXX i received an email from XXXX XXXX that the payment that I had scheduled some days earlier had been cancelled by USAA. I also checked XXXX and found that two payments had been rescinded. No notification from USAA of these actions. 

I have been blocked from access to the USAA website so that I can not provide any documentation.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief