Consumer complaint received 2021-02-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Checking or savings account
Sub-product: Checking account
Issue: Closing an account
Sub-issue: Company closed your account

Complaint:
On XX/XX/XXXX, I received a notice by text from USAA about an overdraft transfer from my primary account to my daughters account in the amount of {$990.00}, I check my accounts on my mobile app to see what's going on when I notice some fraud activity in the joint account I have with my daughter. I called USAA to let them know I need a fraud investigation due to the activity of fake IRS checks that were deposited to that account in the amounts of {$6500.00}, {$4500.00} and {$5500.00} and then were withdrawn from several atms in large amounts. I ask the representative how was someone allowed to withdraw {$800.00} at a time from several atms in the same day when I can't even withdraw more than {$400.00} in a single day but she answered she had no idea how that was done. The investor was submitted and I was told I had to wait about 45 days for the investigation to be complete. On XXXX XXXX XXXX noticed a {$990.00} charge pending from a XXXX  that I didn't authorize and called USAA to let them know the charges pending didn't come from me and to see if they can stop the money from coming out since it was pending, I was told that for whatever reason they can't stop pending XXXX payments but they will submit a fraud request on my behalf to start an investigation. On XXXX XX/XX/XXXX I check my account and notice a misc debt taken from my primary checking in the amount of {$6000.00}. I call USAA to ask about the misc debt and was told it was taken to cover the fraud from my daughters account. I didn't receive a phone call, text alert, email or letter in the mail from USAA about the the outcome of the investigation nor was I given any options on how I would like to take care of the debt. I was talked to on the phone like I was a criminal and so was my daughter. I spoke with 2 different ladies that day and they both treated me as if this was all me and my daughters fault, I was told she must have given out the information to someone. I told both ladies that how dare they insinuate that we didn't anything to help someone fraud our accounts. My XXXX payment along with my retirement payment was taken and my bills were still pending or needing to come out my checking account to be paid, neither representative acted as if they cared that the institution caused me financial hardship by taking my funds to cover a debt that wasn't my fault or my daughters. I ask the resolution team representative about what was in the investigation notes since I didn't receive any type of notice and her reply was she can't tell me because it's my daughter 's account although I'm a joint owner of the account, I say " so USAA can take money from my primary checking account to cover the fraud debt but you can't give me any information from what's in the notes about the fraud investigation. After being frustrated with the representatives I have my daughter call and thats when I found out the fraud investigation didn't come back in her favor, although they see someone somewhere in TX was behind the fraud but because they called XXXX to see if her phone was hacked and XXXX said no they put her at fault as if she gave her banking information to someone to falsely uploaded some fake IRS checks to defraud the bank. I have yet to receive an answer on how someone was allowed to withdraw {$800.00} from an atm 11 times in one day, {$200.00}, {$480.00}, {$100.00} all in the same day from more than one bank when I can only withdraw {$400.00} in one day, and how is it that the activity wasn't pegged as fraud. On XXXX XX/XX/XXXX I was on my USAA mobile app and all my accounts had unavailable as the status, so I call USAA again to see what's going on, the representative said there were no notes in there and she forwarded my call to the resolution team, lady name XXXX was looking to see what's going on when she also said that the note was not clear to her on what's going on but it seems as if USAA was reserving their rights to not bank with me and that basically they have frozen all my accounts and I can't get my money until after 60 days of the account closing. I have bills still needing to be paid, I have no money and I have a household with kids to maintain. I got no warning from USAA before they took all I had and froze my money up. I have over {$7000.00} in my savings that I can't access right now, I had a lil over {$2000.00} in my checking that I can't access, my other daughters accounts were also closed out without notice to them as well. We all have our direct deposits going to USAA. If they already took money to cover the debt why freeze up all my money and close my accounts. I do all my banking with USAA to include my insurance on my property and vehicles not to mention I have banked with this institution for about 15 years and they never even gave me a courtesy phone call or email but the resolution representative did tell me they mailed a letter out to me on XXXX XX/XX/XXXX which I still have not received in the mail as of XXXX XX/XX/XXXX when I noticed my accounts were unavailable. I am a XXXX % XXXX veteran and I feel I have been taken advantage of an accused of frauding the institution where all of my assets are at. I have no money to survive off of for the month of XXXX. My funds should have been exempted from Debt collection via Automatic ProtectionsGovernment benefits like Social Security, XXXX Benefits, etc have automatic protections. The funds in my bank account are exempt because part of it was XXXX benefits and account can not be frozen even when there is a judgment against you.

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