Consumer complaint received 2022-04-21
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Banking errors

Complaint:
Statement : I have been the victim of fraud on my USAA accounts. After fraudsters gained access to my online account, two official check requests were made. Within an hour, I informed USAA of the fraud, and a stop payment was issued. I then was forced to wait two days for the first check amount of {$1200.00} to be refunded to my account. At the time of this statement ( over two weeks later ), the second check amount of {$2300.00} has not been refunded, and my attempts to have the situation addressed by USAA have been repeatedly ignored. I am the sole provider for my household ; we are a single income family with XXXX children, and my wife is expecting XXXX XXXX. We CAN NOT afford to suffer this loss of funds. It has tremendously stressful and long-reaching implications for us at this point in our lives. This incident has left both my wife an I traumatized and severely distressed. I am insisting that USAA move quickly to resolve this issue, and credit my account with the remaining {$2300.00}. 
Timeline : XX/XX/XXXX XXXX XXXX I received a fraudulent call that read on my called ID as XXXX. I recognized this as USAAs number. The individual identified themselves as a USAA Fraud Department Representative, and asked me to authenticate by reading back a code received by text message. At this, they claimed they needed to place me on hold, and at XXXX, the call dropped. 
At this time, I attempt to log into my USAA online account, only to discover my password was not accepted and I was locked out. 
I reset the password and gain access, at which point I discovered the following : Fraudulent individuals obtained unauthorized access to my USAA online account. 
An unauthorized official check request was made from my Secondary Checking Account in the amount of {$1200.00}. 
Unauthorized transfers of {$1000.00} from Savings Account and {$240.00} from my Primary Checking Account were made. These funds were transferred to my Secondary Checking Account. 
A second unauthorized official check request was made from my Secondary Checking Account in the amount of {$2300.00}. 
XXXX XXXX I call USAA to file a fraud complaint and restore my accounts. My online ID, password, PIN, and security questions were reset. At this point, I requested a stop payment on the fraudulent checks. USAA could not immediately credit my account for the amount missing. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Call time : XXXX XXXX XXXX I receive a call back from USAA to notify me that the refund is processing. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. A check I wrote out of the account is rejected due to insufficient funds. Call time : XXXX XX/XX/XXXX XXXX XXXX I call to inquire on the status of the refund. After multiple transfers, holds, and escalations, a {$1200.00} credit is issued on my Secondary Checking Account. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the remaining {$2300.00} refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. No substantial information is provided by USAA. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Monday, XX/XX/XXXX. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the fraudulent checks were printed, but that they were physically intercepted and never left USAA. Call time : XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. Representative escalates my call and informs me the matter should be resolved in 2-3 business days. Call time : XXXX XX/XX/XXXX XXXX XXXX I call USAA to inquire on the status of the refund. A representative informed me that the refund should be processed by Thursday, XX/XX/XXXX, and that he would follow up then. Call time : XXXX Notes : Total phone time : 11.4 hours

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