Consumer complaint received 2015-08-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
On XXXX I received notification that there were unauthorized changes to my account with USAA. I called USAA in order to alert them to the situation and had my information corrected. At approximately XXXX that night I received notification that my information was changed once more. On XXXX I called USAA multiple times in order to correct my information and file a fraud dispute. I even went as far as to request a call from the USAA call center manager XXXX ( never once receiving that managers call ). I filed the dispute successfully ( I thought ) and asked that my account be placed into a higher alert status. I called back later that night in order to try and gain access to my account, I was transferred back over to the fraud department and filled out another fraud dispute with them. During this secondary fraud dispute I requested access to my account and was told there was n't much they could do about getting access to my account because whoever took over my account placed a " CyberCode Token '' on my account and it allowed them to maintain access despite USAA 's efforts. Over the weekend ( XXXX XXXX and XXXX ) I made XXXX purchases with my debit card and began feeling as though things might be clearing up. On Monday ( XXXX XXXX ) I was called by XXXX XXXX of USAA 's fraudulent activity investigations department and was asked to submit my statement. After giving my statement, expressing my frustrations with USAA for the lengthy process, and expressing my disdain for the call center that constantly dropped call transfers and seemed to not have any ability to solve my crisis, I began to inquire about the activities taken place in my account. I was informed that multiple credits and debits had taken place and the imposter requested a replacement debit card. I was then informed that I was to receive a call the next day to receive notice if the investigator deemed me " at fault '' of giving my personal information to an unknown persons. On XXXX XXXX I received a call from XXXX XXXX and she informed me that her office believed I gave my information out for XXXX reasons. First, my understanding of her explanation of an account takeover scheme and second, a trend where MANY other USAA members have given out there account information. Now I can not speak for the MANY other members who may have been at fault here, but I can speak for myself and I did not give out my information to anyone. I have a XXXX year old girl, a soon to be fiance, and a son on the way. I have way too many responsibilities to risk it all by giving my information to someone else. Since being told I was at fault I have contact my local police department and the FBI in order to investigate this ordeal. I have been contacting USAA but still have n't been granted access to my account. It 's been a real nightmare and I would like a resolution please! 

Thank you very much for reading, sorry if it is n't well written.

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