Consumer complaint received 2015-12-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX XXXX I received an email notifying me of a deposit of {$6600.00} someone made to my personal checking account. Since i did n't expect any deposit i called and notified my bank USAA. As i refreshed my mobile USAA app to see where the deposit came from my account started showing charges and withdraws at a XXXX in Georgia totaling about {$3700.00} or so from what the bank told me. I told my bank i did n't recognize the deposit or charges. So while i was on the phone with the fraud department with USAA the representative told me someone was trying to make purchases in Georgia as we were on the phone so the representative blocked my card/account. I was told they tried a few times to use the card but since it was blocked they gave up. The representative told me that they were going to do an investigation which could take up to 48 hours. He also said since it was Sunday i had to call back on Monday the XXXX and notify the Checking department about the deposit, that i did n't recognize it so they could look into it. I asked the rep if this would affect my other accounts and was told NO. I have other joint checking, savings and Youth accounts with USAA. So on Tuesday the XXXX i tried to use my accounts at the grocery store and all my cards were denied. I called the bank and i was told that ALL my accounts have been locked and i would n't have any access to any funds while the fraud was investigated which would take up to 48 hours I got upset cause no one ever notified me that they would be locking my accounts and leaving me with absolutly NO money. I told them i have a XXXX and XXXX year old and i need some money. I requested that i be allowed to withdraw $ XXXX {$300.00} of MY money from XXXX of my accounts that had funds just to hold over my family while they conducted their investigation and i was denied. I was told i had to wait 48 hours. It is now almost 2 weeks and my accounts are still locked. I have called everyday to check the status and i 'm told it will take 48 hours. Even the USAA reps i have spoken to have said it shows that the investigation has been completed days ago and they do n't see any reason why my accounts are still locked. Yet they are unable to unlock the accounts and i must continue to wait another 48 hours. Since i have n't been able to access MY money i have n't been able to pay any of my bills and have now received late charges, i have n't even been able to pay my rent. My landlord is charging me a late fee for every week its late. I now owe almost 2 weeks worth of late charges. I have told the bank of my issue and they keep telling me to wait 48 hours. I have had to borrow money from family and friends to get my family thru these last 2 weeks. It 's been almost 2 weeks and no one can give me an explanation why my accounts are still locked. I 've been a member of USAA for about 4 years and they have NEVER and any problems with me or my accounts. That 's why i still do n't understand why i 'm being treated like this. PLEASE PLEASE HELP ME AND MY FAMILY ...

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with non-monetary relief