Consumer complaint received 2015-09-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
I am a current victim of Identity Fraud through use of my USAA internet checking account. I have received over {$46000.00} in banking fees and fraudulent checks and purchases made through debit purchases and funds transfers. I initially received a returned check in the amount of {$4800.00} drawn on XXXX XXXX XXXX in XXXX, payable to my name, and deposited into my bank account. -USAA offers deposit at home for some of their banking members. - This check was clearly deposited at home, and cleared by USAA. Once this check cleared, the individual decided to open numerous accounts in my name and expediting debit cards ( which the XXXX rep informed me of ). I asked for the address the cards were sent to and all she could give me was my address, that seems weird. The cards were activated and the individual immediately proceeded to make purchases. From XX/XX/XXXX-XX/XX/XXXX, about XXXX transactions were made, all in XXXX, and I live in XXXX. Many of the transactions were for the same dollar amounts indicating the same purchases. XXXX transactions at XXXX different XXXX XXXX of which were the same day, XXXX transactions at XXXX on the same day, and the rest of the transactions were debits at XXXX XXXX and XXXX XXXX. I have contacted USAA about this on 3 separate occasions with no resolve. I reached out initially when I received the returned check, informed them of situation, and was advised the account would be closed and I could never open another account. However, the damage was already done. I called again once I received numerous returned NSF statements and banking transactions. I was told someone would follow up with me, about this and advise further. Again no resolve. A month later I received a statement of collection in reference to these accounts. I immediately called USAA again to find out what is going on. What I found out, was : This person open numerous accounts online or on the phone, had each atm debit card was expedited to him, and began immediately transferring money. I spoke with this rep for at least an hour, explaining and going over every single detail. I also requested from her an email to follow up and confirm that conversation, which I have yet to receive. The XXXX most evident things, he has to be familiar with USAA processes to know what to do to open account or how to use deposit at home. I have had my savings account for over a year or so and have NEVER had more than {$100.00} in there, now I am randomly opening accounts and depositing checks. I have NEVER deposited any type of checks with USAA. And I suddenly just randomly open checking account after checking account with no RED flags from the bank. Does not make any sense, but shows the obvious flaws in USAA 's online banking. I decided to drive to the closest physical location which is an hour away. I attempted to speak to someone on person, pretty much received the same response I did on the phone. I was told I will receive a respond in XXXX business days. My next attempt is to seek counseling from an attorney, because USAA is obviously not concerned about resolving this issue.

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