Consumer complaint received 2017-02-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Using a debit or ATM card

Complaint:
In XXXX of 2016 I found out I was the victim of identity theft and my accounts with USAA Federal Savings Bank had been compromised. The identity thief was able to gain access to my accounts through USAA.com and hijack my online profile. The method used was via telephone at first and once they gained access to my online profile they completely took over my account, changing passwords and possibly PIN numbers. They transferred all the money from my savings account ( ~ {$1200.00} ) to my checking account and then proceeded to withdraw via ATM card money from my checking account in the amounts of {$400.00} ( {$3.00} ATM fee ) until my account was empty. They then purchased money orders from XXXX XXXX in the amount {$1.00} and passed them off as {$1000.00} money orders to deposit them into my checking account via USAA mobile deposit. USAA allowed the deposits and that money was made available and subsequently withdrawn from my checking account. I informed USAA FSB that I was on travel to the XXXX XXXX and I did not authorize anyone to make transactions on my behalf. USAA investigated the fraud and promised they would get this all straightened out and restore my accounts. A week and a half later I contacted USAA to find out the status of the investigation and was told that USAA believes I participated in a scam and they will not be refunding the money I have lost. I filed a police report with the XXXX Police Department, I filed reports with identitytheft.gov, the FBI, the Federal Trade Commission and hired an attorney. USAA, 8 months later, still will not cooperate with my local police department or any of the other offices I have filed reports with and would not respond to my attorney. The Fraud Analyst at USAA XXXX XXXX, stands by her decision every time I request that USAA revisit my claim. I have provided proof that I was not in town at the time the theft occurred and XXXX XXXX stated that I could have " doctored '' that documentation as well as mastermind this scheme. The detective I am working with has also voiced her frustration with XXXX XXXX as she started working with the detective and then stopped returning the detectives phone calls and would not provide the information needed to track down a suspect. The detective was able to get a picture and a description of the person responsible for purchasing the money orders, but the detective has been unable to get a name. I have spoken to XXXX XXXX once and she was adamant that I am responsible for this scam. I asked for evidence, are there voice recordings from phone calls, call records, IP addresses from the mobile deposits. XXXX XXXX says it was all me ( the victim ) and she believes she made the right decision. I need USAA to really investigate this with someone who can look at this forensically such as ; review the call records, are the voice recordings still existent, review the internet transactions and IP addresses, and finally who is changing my profile information and when those changes were made. I will be glad to share my records with USAA if they would listen.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation