Consumer complaint received 2022-08-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
This is a complaint against USAA Bank, who has prohibited me from accessing my savings and checking accounts and are holding the monies in my account hostage. USAA closed my primary checking account that I had with them for over ten years due to an unpaid balance that resulted due to an employment scam for which I was a victim. I contacted USAA Bank on XX/XX/2021 ; and informed them of the scam immediately after I realized that I had been victimized. I explained to the customer agent the nature in which the scam had occurred, also advising the female agent the level of investigation that I had exhibited to concluded that I had indeed been scammed. Not only had I been scammed but I prevented another unsuspected entity ( a law firm ) from being victimized of wire fraud. 
On XX/XX/2021, under the pretense of a company called XXXX XXXX, and contacted me via email after reviewing my resume on XXXX. I completed a full interview with an interviewer from this company XXXX XXXX, advised I was hired for the position and would need specific types of software required for the position. I was conned into believing that a check that was forwarded to me for the purchase of software was required for a home-based office to work for this company. I was advised via text through a communication app called XXXX to deposit the check for {$5400.00} into my personal account and send certain amounts of monies to the so-called software administrator. I sent the first transaction of {$1000.00} via XXXX to an email address as instructed, however, I was requested to send another {$1000.00} to the same email address, which I questioned the interviewer why I was not advised to just send the full amount necessary to acquire the software from their vender. When the interviewer explanation did not make sense to me, I advised the interviewer that I was experiencing issues with my bank application and would have to give customer service at the bank a call the next morning since it was after XXXX p.m. He advised he will call me back the next morning. 
I conducted the investigation throughout the night to discover the check that was forwarded to me was a valid check, however, I was stolen information cloned from an account of a law firm in Florida. Using the name of the individual listed on the check, conducted a cross-study research which revealed, that XXXX XXXX, XXXX, ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) Attorney XXXX XXXX serve as judge and partnered in a law firm there in Florida. I sent XXXX XXXX an email with the information that was forwarded to me ; and advised of what was going on and asked if the check was legitimate and if she was aware of the company. The following morning, Attorney XXXX XXXX responded to my email declining any knowledge of XXXX XXXX company ; however, the check was valid on her firms checking account. I advised her to contact her bank and vice versa. 
I also called the law firm on XX/XX/XXXX, to speak with XXXX XXXX because I was not aware she responded to the email that Id sent the previous night. I spoke with her partner at the firm and explained the entire process and how I located their company through investigation. He was intrigued by my investigative skills. He also advised that I should contact XXXX to informed them of the scam being conducted through their creditable sight as well as my bank which is what I did. I contacted my bank immediately after speaking to the partner at the firm and reading XXXX XXXX email response. After speaking to the representative at length and providing her with a timeline of the entire incident, it was her determination that since it had been less than 12 hours since the incidence occurred, the bank where the XXXX payment was sent could be requested to block/stop the transaction or provide information regarding the transaction for a police report. I was advised that my case would be referred to the fraud department at the bank and would be contacted if additional information would be required. However, after a a week or so with no contact from the bank. I contacted USAA in regard to an update with the fraud case and was informed that a fraud case had not been investigated, because I was being held responsible for the outstanding balance on the account. The male customer agent in the fraud department of USAA informed me that USAA was already aware of this type of scam involving USAA customers. I proceeded to inform the bank agent that I was the one who called to inform the bank about this scam and that the remaining deposit of {$4500.00} in my account showing available in my account but should be removed, neither did I touch those funds in the account. 
After several calls and contacting USAA fraud department and the supervisors refused to further investigate or comply to my requests for additional documents relating to my fraud claim be sent to me to process an outside claim or police report I was denied ; and my primary checking account was closed for the unpaid fraud transaction of {$970.00} after thirty days. USAA bank, since then has blocked my access to my other three accounts I still have open with them and will not allow me to withdraw my {$2000.00} plus from these accounts, nor will they close the accounts at my request. I attempted to pay the amount that my account as being held hostage over, but I was advised the account had been written off and transferred from one department to another without any resolution. I am not the only customer who has recently encountered this behavior from USAA against veterans since the favorable outcome of the lawsuit by the VA and its veterans. It is my strong belief that I am being discriminated against. I have suffered great losses due to USAA accepting funds into my accounts but would not pay transactions that had been submitted for bill payments, security system and car payments. I have endured XXXX  of dollars in returned payments, late fees, and account closures due to auto payment failures. I also reported the scam incidence to other appropriate agencies i.e., police department, online FBI report, USAA the law firm of XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX  XXXX XXXX XXXX ; XXXX, where the scam was originated, and I have proof of the reports and other communications also.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with non-monetary relief