Consumer complaint received 2022-09-17
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: SC
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX and XX/XX/XXXX two checks for {$5000.00} were deposited into my checking account via mobile deposit that were not known about. The money was then transferred from my account and sent through XXXX. The two checks were deposited from NY and KY, when I live in SC. I was unaware of the deposited checks until trying to sign into bank account and it was locked. USAA then told me that I had shared my login information with someone and that was against their policy. I had an issue with my XXXX being hacked around XXXX and because USAA claimed it was non-fraudulent I was forced to pay almost {$8000.00} that was taken. I explained back then that I did not authorize any of the transactions and did not know the people that the money was sent to. My phone has been hacked because my XXXX, XXXX, XXXX, XXXX and now USAA accounts have been hacked. The checks deposited in XXXX were not flagged and therefore the money was able to be moved before the checks bounced in the following days. USAA did not start a fraud claim until XX/XX/XXXX. When I called and asked to see the checks and be sent an affidavit, I was ignored. If the checks did not have a signature on the back they should have been flagged and the account locked. I have called three times in the past week, each time asking to see the checks and be sent an affidavit and have been ignored. My mother is a co-owner on my account as it has been open since I was a minor. She has also been calling this week. I called again on XX/XX/XXXX and was told that the fraud department have ruled the transactions non-fraudulent because they were traced to my IP and phone number, even though I had explained my phone had been hacked, I hadn't shared my information, am not in the states the checks were deposited in and do not know anything about the checks. USAA is not advocating and instead is blaming me for these transactions. Again, no one in the company is listening to me when I ask for information on the deposited checks or about signing an affidavit. When the transactions occurred with XXXX, I was again not offered an affidavit. I have tried to remain respectful, but no one is taking my seriously. The bank that the checks came from have not been reached out to and the dispute I filed with XXXX came back as " verified ''. I do not know who deposited the checks or who the money went to, but USAA and XXXX do know. I have been with USAA for about 10 years and have never been treated so poorly. These fraudulent charges equal around {$18000.00}. I have never had that in my account and do not understand why with such a large quantity of money USAA is not trying to help me. A claim was filed with the Federal Trade Commission this week. A dispute with XXXX was filed on XXXX and the dispute with USAA filed on XX/XX/XXXX. A police report is being filed today, XX/XX/XXXX. USAA has been my only banking account up until XXXX when I opened a second account with a different bank and have been able to have access to some money. After the XXXX issues, I was sent a new debit card, but I was not told to change my passwords or pins for login. I have been looked over as a consumer with this company and will not be returning for business after they take the wash and bring my account to the positive.

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