Consumer complaint received 2021-10-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
I was a victim of fraud while banking with USAA. They did absolutely nothing to help me and then upon their investigation which they told me nothing about, decided that I was to blame. They proceeded to lock my accounts but left them open for credits ... .meaning money could come into the account but not come out. Also, I did not have access to even look at my account. I banked with USAA for eight years with no problems at all. Someone was depositing fraudulent checks in my name via mobile deposit. A short time before this happened I was in a bad car accident which left me injured, confused and without my purse containing my wallet, my debit and credit cards and some very important information such as my login information. These sensitive financial items were in my possession that day due to a situation that day where I was handling some business and would need to log into my mobile app. USSA has known policy of zero liabilty in referrence to a member not being held liable for fraudulent activity within their accounts. Meaning USAA would provide a credit for monies lost via fraud. After I reported the fraud to USAA employees USAA provided credits for the ATM withdrawals but then put them on hold causing my checking account to be severly overdrawn. When I called to inquire about my account I was passed to the security team of USAA who then began to accuse and berate me and blatantly expressed that they thought I am a liar and that I scammed them by depositing the checks via mobile device. I told them several times that I did not do this but it was as if they cared so little that talking to me at all was a bother. They then told me that they were going to excercise their right to refuse business with me. At this point I was so appalled that I agreed about not wanting to do business with and asked them to close my account after giving me the money that was originally in my account. They told me I would have to wait until they had finished their investigation and until alll the transactions had cleared. The only transactions that hadn't cleared, mind you, were the holds that USAA put on the " coutesy deposits for reimbursment of the fraudulent atm withdrawals.They were extremely rude and I found myself on the phone with them everyday for hours each day. I am a single mother of two young boys. We have no family or and real friends and I literally raise them alone. I am also XXXX suffering from XXXX and XXXX XXXX. I collect social security XXXX for this XXXX XXXX.I expressed this and the fact that my monthly check would be sent to my account concerning this matter. They informed me that I would need to change my direct deposit because my account would reject the payment. So, I opened a new bank account after fighting with every employee at USAA. I realized immediately that it was a bit late in the month to change my direct deposit. I was terrified of my payments being deposited into that accout because I wouldn't have any access to my funds. This is very scary for me because it's all the money my children and I have to survive in this world. USAA didn't care and today... .today I noticed a change and sure enough my social security checks had been depoited despite my efforts. I dug in and fought with usaa. I called social security and asked them for help, I also tried to look for resolution through XXXX and the advice of assossiates who are. Usaa has expressed to me that they did that grimy stuff to recieve payback for the fraudulent activity. I think it's pretty sad when a bank... ..a bank with unlimited funds nees to take {$1800.00} from a single mother. They had no reason to do that. They also stopped talking to me and giving me the information I would need to do some. They puposely tried to make me feel very low and worthless. They had still yet to offer effective resolutions or advice. They did all of this without my knowlege or approval.

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