Consumer complaint received 2022-11-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
Here is a timeline of events : Wednesday XXXX XX/XX/XXXX @ approx XXXX, I received a call from a woman claiming to be from The USAA Fraud department she explained that there was a charge in California that was flagged and she was calling to make sure that it was a valid charge from me. At the time of the call, I was on my way home from work and clearly not in California. She said that she would send me a new card and cancel the current one. At the moment this seemed fine to me because I had recently considered updating my card due to the expiration date drawing near. She asked that I confirm a code that she texted to me and said that I would receive the card the next day. 

Thursday XXXX XX/XX/XXXX @ approx XXXX, I received a call from my wife. Her card was declined while she was out making a purchase. She reviewed our accounts and was floored when saw that all of our savings and our 3 childrens savings accounts had been transferred to our checking account and all of our money was wire transferred out of our account. 

I called USAA and spoke with a representative who saw some additional movements actively happening. I asked if she could freeze our account and when I got home from work I would log into a desktop and call them back. I called back later that night and was told by a USAA representative, that my account was locked and under review by the fraud department. 

At this time there was {$500.00} left in our savings account. Because we had no money and did not know how long it would take, we removed {$400.00} via ATM so that we would have something to get by. 

Saturday XXXX XX/XX/XXXX @ approx XXXX, I received a call from the USAA/fraud department XXXX I was told that it was determined that there was no fraudulent activity and that I was responsible for the account as it stood. I was told that this decision was reached solely because we withdrew the {$400.00} from the ATM I called back a couple of hours later, in hopes to speak with a supervisor from the fraud department and was directed to a member of USAA security. She told me that reaching the fraud department wasnt possible. She explained that from what she could see, my account was still under investigation and that the person Id previously spoken with may not have been from USAA. 

Monday XXXX XX/XX/XXXX @ approx XXXX, I received a letter from USAA that stated I was responsible for the XXXX balance, as well as my savings and checking amounts that had been taken. It also said that USAA elects to no longer do business with me and my accounts would be terminated in 60 days. 

Since then, Ive made several calls to USAA and was able to see that the transactions from my account were wire transferred to a XXXX XXXX XXXX XXXX account that I have no association with. 

Ive contacted and informed XXXX XXXX, filed a police report with the XXXX XXXX  police department ( PR # XXXX ), initiated and case with the FTC ( XXXX # XXXX ), requested a credit freeze through XXXX, updated all of my banking login information, and requested new ATM/debit cards. 

There were XXXX wire transfers total to the XXXX XXXX XXXX XXXX Account : - {$4300.00} - {$12000.00} - {$5000.00} - {$440.00} - {$200.00} We have yet to receive a letter from USAA detailing how their decision to hold us accountable was determined. 

Any help would be greatly appreciated.

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