Consumer complaint received 2015-08-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
In or around XX/XX/XXXX, I noticed that I had fraudulent charges on my bank account from clothing stores and various other places and there was even a charge for a plane ticket to the US from XXXX with my Debit card. Also around that time, I had fraudulent charges on my other account as well including my credit card. I spoke with USAA bank about these issues and they refused to refund or credit my account until they did an " investigation '' into these issues. Meanwhile, our accounts were emptied out and we had absolutely no money at all. We called USAA about XXXX more times and they refused to budge because they did n't give money before the investigation was complete or at least that is the answer we kept receiving. To prevent the loss of more money, we switched banks and moved to XXXX which is now XXXX XXXX ... and until this day we have not gotten any of our money back from USAA and now they are saying that we owe them {$2200.00}. I have disputed this on XX/XX/XXXX and they have refused to take this off my credit report as of today XX/XX/XXXX which is when I received the results, so this is my next step. They insist that this is my wrongdoing and refuse to accept that they are the ones that have made the mistake. They have wrongfully denied my family and I the protection from fraud by unknown individuals, plain and simple. I have worked hard to try and building my credit and I refuse to let USAA tarnish my credit by saying that I left them high and dry. They say that they are military friendly bank, but they left my military family without food to eat. I do n't even care if I get the money that was taken from me from these fraudulent purchases back because honestly I do n't even remember how much it totaled because it was 6 years ago but all I want is it to be removed from my credit report so I can move on with my life. It is the least they can do for what they have done. I do n't want to make this personal, but its just so hard to get to that place when a company who prides themselves with their commercials of supporting military families, yet stomps them into the ground for nothing because of someone else 's wrongdoing. In my eyes, that 's unacceptable. Hopefully we can get this resolved. I have not received any notice from them about any charges or money owed at all. They have not once sent me a letter stating I owe them money, I have not received a phone call stating I owe them money. I also have not received anything from them stating anything about settling the debt, so that would go to show that they are not really trying to really work anything with me simply because they know they are in the wrong.They went directly to collections and went directly to tainting my credit. I would n't have known about this if it was n't for the fact that my husband is trying to take out a student loan and wanted me to cosign and the only thing stopping me is this USAA charge on my credit report. I know they know my mailing address because I still receiving mail from them at my current address because we never were able to close out our accounts with them completely because of the issue with the fraud dispute which is why we still to this day have not officially closed out the checking account. I just want to settle this once and for all so if you could please assist me I would greatly appreciate it.

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