Consumer complaint received 2017-03-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-product: Checking account
Issue: Account opening, closing, or management

Complaint:
On Tuesday XX/XX/XXXX I made a purchase at a gas station for XXXX to get gas card kept coming back as not recognized after several attempts I was finally able to get it to go through. The next day I was to make a purchase to pay off a student loan debt to receive my college diploma which was totaling XXXX. USAA bank only allows a credit debit purchase if XXXX so I transferred XXXX into my active active checking to be debited from my institution the following day. After receiving notice of declined transaction I called into Usaa. To find out my accounts had been frozen for suspicious activity. The first reprensatitive I spoke with literally had me in tears during this call someone had electronically deposited XXXX into my account and withdrew almost XXXX out within a 24 hr time span and this representative incriminated me. He begin to tell me how since the checks had my name on them of course I wrote it And since it was done at a bank of course I did it! By the time this was over I had to hang up because I was in tears from the way I was being treated as a loyal consumer of this bank for almost 4 1/2 years of excellent banking history. I later found out I was a victim of identity theft police report, affavidait of foregy, identity theft report, email sent to Usaa, numerous calls and here it is 5 business days am I left with no debit card a frozen account and in the dark on a fraud investigation that the fraud analyst tells me looks suspicious so he is gon na have to bring in at least XXXX more people in order to get me information! Really USAA? Talk about consumer protection. I have wrote emails, I have called in everyday and still all I get is a representative with a attitude and a promise that someone will call me with no resolution. As if finding out all my infomation has been compromised Is n't enough to be incriminated and defaced is the worst. Under FDIC USAA has broken regulation d by allowing someone to make 11 XXXX withdraws in less than 24 hours on my account! I still have yet to be alerted of the check deposit the analyst told me Usaa has its own way of alerting me. But the representative I spoke to out her own mouth said wow we did n't send out an alert all I see is a insurance payment reminders.No kidding! Violation REG E because I alerted them within 2 days of the fraud and here it is day 5 without a correspondence of any sort and I have a strong feeling this case is gon na say I 'm liable. I have emailed and sent in oral confirmations of error with no correspondence. And I asked for another debit card which is still yet to be shipped and the 10 day provisonary is approaching for that as well. On top of being interograted about my own money Usaa wo n't even give me a debit card. If I do n't get a response me and my lawyer will be filing in small claims court for Defamation, breach of contract, negligence, intentional infliction of emotional distress based on the bank 's breach of fiduciary duty. This makes no sense what so whatever I never knew the bad reputation this bank had until it happened to me these people are horrible and you are just a number with them. I have been staying up late pulling my hair out because I do n't know what 's going on. I thought good of them until you need them loyalty nor good banking history means anything to these people.

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