Consumer complaint received 2016-06-19
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Using a debit or ATM card

Complaint:
My name is XXXX, I am my father 's heir & the court appointed Administrator of his estate. My father became very ill on XXXX XXXX. XXXX and passed away on XXXX XXXX. A family members took advantage of the situation to access his personal files & take his USAA account information & his bank debit card. 4 days befor his death she began using the card for purchases, XXXX hours before his death, XXXX she added her name to his checking account by an esignature on a mobile device that had just been added to the account. I have affidavits from the family members present and from the XXXX staff as to his condition and notifications by email from the bank as to the account changes. 2 days after my father 's death I was going through his computer & found an email notifying him of changes to his account. I immediately called the bank & advised them of the situation that my father had passed away the same day the changes were made but his physical condition would not allow him to have been able to make those changes, that I believed it was identity theft and fraud. I was told to send a fax to the fraud/security dept asap to hve the accounts frozen. I sent a fax the next day and followed up with a phone call. I was then told I needed proof, a certified death certificate to show he had really died. I offered the physician & hospital 's information and the number to the local police dept as evidence as the death certificate usually takes 2 weeks. they blew me off. I went to the police dept and directly to the coroner 's office & managed to get a death certificate 5 days after his death, on XXXX/XXXX/XXXX even before XXXX XXXX health dept had a copy & faxed it along with a letter advising USAA of my suspicions & the circumstances surrounding the theft.I was told the account would be frozen. They were not. USAA refused to give me any information without a court order, which i thought was ok because I was assured the accounts were frozen. I filed in probate court & notified the bank by phone & faxed copies of the court orders as quickly as I received them. The judge granted me limited powers as an Administrator to investigate what had happened to certain assets of the estate including the bank accounts & ordered the band to provide me any possible information regarding these accounts. I faxed a certified copy to USAA and they ignored me. When I called they would shift me from dept to dept never providing any information. During XXXX of my calls I was on hold for 7 & a half hours. I have the fax verifications & my phone records to verify this 3 and a half month after this begins I am finally given bank statements which show that the thief 's name is sstill on the account that the address has been changed & that a total of about {$180000.00} had been transferred out of the accounts. I notified USAA that this was theft, asked what actions to take & was told that they were reviewing the account & would let me know. The ; probate court order that funds from the account be credited back & be put in a blocked account, yet the has failed to respond or comply. I sent copies of my letters of Administration for my father 's estate along with a detailed list of questions regarding the account and the stolen funds & I have not yet received a reply, it been almost 2 months. I asked for a copy of their report on the unauthorized transactions, routing histories & what action would be taken to credit back the missing funds & prosecute the thief & I am ignored. I have called, faxed, emailed & sent by regular post multiple letters & packets of document to support my statements & I am still being ignored. The best reply has been take whats left & go away there 's nothing we 're going to do for you. It has been 6 months & I am paying all probate & estates bill myself. i am a single m

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