Consumer complaint received 2022-08-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem caused by your funds being low
Sub-issue: Non-sufficient funds and associated fees

Complaint:
On XX/XX/2022 somebody hacked into my savings account and they deposited a fake {$8500.00} check. They then transferred that money into my checking account. From there they made many transfers of funds into and out of my account. On XX/XX/XXXX when I noticed the fraudulent money I called and told USAA that there was too much money in my checking account. At that time I didn't know that the fake money had been actually deposited into my savings account. The woman form USAA that helped us on the phone that night told us that it was a mobile deposit from an XXXX somewhere out XXXX and she help me make two new accounts because I was afraid that my money would go missing while they were investigating the first XXXX accounts. I transferred all of my money from the original accounts into the new accounts. The very next day both of those accounts had also been hacked and the money was transferred back into the old accounts. We called USAA yet again on XX/XX/XXXX and we were told that we didn't remember to disenable the quick log on. I was assured that the problem had been fixed and that the hacker no longer had access to my accounts. From XX/XX/XXXX when the check was fraudulently placed into my account until XX/XX/XXXX the hacker had access to my accounts. Every time USAA would credit my account the hacker would go into my account and transfer out the funds with some sort of online cash transfering app. XXXX, XXXX XXXX, and XXXX wallet were all used many times to move money into and out of my account during the eight days that the hacker had access to my accounts. From that first day I have contacted USAA multiple times spending upwards of two hours at at time on the phone either with a representative or waiting for one.

When this started I had {$460.00} in my savings account and I had {$660.00} in my checking account. I didn't have enough time to stop my pay check from being deposited or stop some of my automatic payments from being made. As a result my pay check of {$420.00} was deposited into my savings account. The amount of money I should have had in the bank between both of my accounts is {$1500.00}. I spent {$250.00}. After investigating all of the fraudulent activity there is still {$2000.00} missing. USAA has decided that they are finished investigating and that I still owe them {$720.00}. They took all of my money to cover the fraudulent charges and want me to pay back the rest of the fraudulent charges. They have closed most of the accounts and told me that I have until XX/XX/XXXX to have any help from them in figuring out where the money went. 
Any time they have sent me any correspondence about the fraudulent charges the descriptions of the investigated charges were too vague for me to track which charges were actually followed up on. Somewhere there is still missing money. I have requested calls back from the fraud department several times and have yet to receive a call. I have asked to speak to a manager only to be told that there is no one higher up that a customer resolution department that I can speak to. 
Please, please help me. Not only am I missing {$1300.00}, but I do not feel that I should owe money that someone else spent, especially since I told them right away that it was happening!

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