Consumer complaint received 2015-10-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I have XXXX unauthorized transactions for about {$2000.00} taken from my account and here is what happened so far. 1. Usaa would n't do anything to stop further loss after I reported it. The second transaction was still pending and they did n't stop it. They even would n't freeze my account and the perpetrator could continue transferring money out of my account. I ended up transferring what left to other account so I do n't lose more money. 2 XXXX Their system has security flaws. Logging on the phone app wo n't give you any notification. After I changed my password I can still log in on my phone by just entering the pin. They even did n't ask for the new password! I called and they opened an XXXX ticket. Also if you use a smart phone, use the smart phone 's web browser and log in to usaa and it would n't give you any notification for logging into a new device.3 ) they violated federal regulations their own banking agreement. My money was sent to XXXX and I called XXXX myself to look in the transactions since usaa wo n't do anything for me. XXXX was being very helpful and they pin pointed they are fraudulent transactions and they ve sent the findings to usaa. However either I or XXXX can even get a hold my investigator. It took me about 2 hours today just to get hold her voice mail! However I also talked to a senior rep today and she told me even it is fraudulent charges they wo n't reimburse me if they ca n't get the money from XXXX and it is my loss. After consulting my lawyer, he told me usaa has to pay me back if I reported the unauthorized transactions within 2 days and I am liable for {$50.00} the most under federal regulations XXXX and electronic fund transfer act. I reported the next day when the transactions happened. I also found the same policy written on their own banking policy page XXXX under " unauthorized transactions '' and I have talked to at least XXXX different XXXX from USAA and nobody ever told me anything about it. 4 it takes forever to talk to the right person and even you did it is the voice mail. My phone calls with usaa has been at least one hour each time and got transferred at least 5 times. At this point I think this is intentional so I will give up fighting to get my money back. 5. They contradicted themselves each time I called. I was told first within 48 hours I will have a result. But after 53 hours the investigator told me it just hit her desk. I got called saying the case was closed within one hour after that. But I also got told the case is still under investigation from other rep. At this point I really do n't know what 's going on and I do n't think they would do anything to refund my money. 6 ). the investigator finally called me and told me itis fraud and they ca n't get my money back until they get money from XXXX. And so far I do n't see they have done anything to retrieve the money from XXXX either. This is a violation of # 3 again- as long as the transactions are unauthorized and I reported within 2 days they ca n't hold me liable for more than {$50.00}. They also told me because I had to change my online password a week ago before this happened, then itis my fault. I simply forgot my password and I had to reset it but the bank said because of this and that 's why my account got hacked. And that 's why they refuse to reimburse me. For one they had no proof these XXXX events are related ; second even it is true, they ca n't refuse to pay me back under regulation XXXX I guess I can never reset my password then. I think their system has security flaws which I can prove a few and then the hackers got into it but then I am to blame for the loss ( because I have money in my account? ). 7 ) I am so fed up on all this and they are just playing the phone games with me now- either got hold forever or transferred to voicemail. I want other consumers to learn from my experience.

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