Consumer complaint received 2017-06-27
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
I am having been a member with USAA for 8yrs. I am writing this email today as I am in extreme distress regarding my accounts with USAA as my identity has been stolen and all account cancelled by USAA because of this. OnXX/XX/XXXX, I called into USAA because I was unable to access my account. While speaking to a representative as we gained access, I discover a large deposit of {$5000.00} and several large withdraws which I bought to the representatives attention. At that time the account was transferred to another department, and the account was disabled. I explained to the representative, I recently had a payroll deposit ( {$1600.00} ) and anticipated several other deposits to include child support and my VA disability check and bills outstanding to post to the account. She transferred {$500.00} out of the affected account to another account while the investigation was being processed. I was issued a new card and reassured everything would be ok. A day later I called back to get the status/make sure all was well because I was now unable to access the account which funds were transferred. I was told the investigation was completed and my funds would be released, all pending direct deposits would be available once received. On XX/XX/XXXX I received a letter via email stating the fund would be available in 2-3 business days ( please see additional email with attached letter ). I called in because I needed funds as the money transferred to the other account was now too also frozen and I had nothing and needed to care for my kids. Once speaking to executive resolution representative, I was told that the decision to refund my money was overturned by an analysis as this was her personal decision. In addition, she stated, the analysis explained USAA would no longer do business with me because I was not a victim of ID Theft, all account with USAA would be cancelled and I would owe {$1200.00}. She explained, per the analyst, no one is to reopen any account no matter what. She stated it didnt matter if there was an ID Theft affidavit, Police report, CEO contact, OPM information or any other information showing ID theft my funds were gone and there was nothing that could be some as the analyst decision is the final stay so. The representative at that time begin belittling me stating, you really didnt make those withdraws and the mobile deposit, we dont believe that. I requested a thorough investigation be completed and a manager call back as I dont shop at merchant ( XXXX ), I dont write check and dont use mobile deposit. Also, all funds into my accounts are direct debts. She continues making statement stating, You made the deposit and withdraws really nasty. The representative explained I would not get managers call back request again denied as it was previously. Finally, I was advised that I could not make payment on my car and renters insurance as they will be cancelled for nonpayment. This has placed my family in an extremely bad situation and I really need your help. I dont feel it is right for USAA to cancel all my account and place my family in a hardship situation. I am the only provider in my family and nowhere to turn. Can you please help me? I have been victimized all over again by USAA.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief