Consumer complaint received 2015-11-30
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
I am an American solider contacting you in regards to several situations that have taken place with my bank account with USAA Federal Savings Bank. On XXXX XXXX there were charges made to my account from XXXX that I did not authorize in the following amounts of {$10.00}, {$31.00}, {$48.00}, {$54.00}, {$63.00}, and {$64.00}. I was logged into my account via computer and saw the transactions taking place right before my eyes. I immediately contacted USAA Bank so that the transactions would be stopped and my card cancelled. The representative I spoke with contacted XXXX and we found that the charges were taking place in another state. I was told that all the charges to my account would be replaced and I would receive a new card. The following Tuesday I received a new debt card but all the charges were not reversed. The next incident happened on XXXX XXXX with a check from a XXXX and XXXX XXXX being deposited to my account by mobile upload for {$2500.00} at XXXX. I had no knowledge of the transaction taking place. After the mobile deposit series of ATM withdraws took place from XXXX to XXXX for {$100.00}, {$200.00}, {$300.00}, a point of sale perches for {$490.00} and a {$1000.00} money transfer was made to an " XXXX '' through XXXX. I was later told by USAA that other attempts were made to take out more money but the system stopped those transaction by shutting down my card and putting a hold on my account. I was not notified by my bank that any of this was happening to my account I woke up the next morning to go and use my debt card and it came back declined. I called USAA and the representative I spoke to said to me that my account was under review due to suspicious active on my account. XXXX XXXX I followed up to see the status of my account and why it was under the review the people I spoke to could not give me an answer on why and how this has happen. XXXX XXXX I found out someone called USAA impersonating me saying that the check was from a good military buddy and asked that the restriction on my account be lifted to access the rest of the funds, later that same day I called to again check the status of my account and was not notified that someone else had contacted them pretending to be me. XXXX XXXX I called to check the status of my account and found out that the fraud department ruled that there was no fraud found with the check that was deposited into my account but the account was still under review. XXXX XXXX and XXXX I called to get an understanding of what took place with my account and how this could have possible happen. Efforts to get this information were not successful, I was left in the dark about the status of my account even though I had been calling nearly every day. XXXX XXXX I called demanding an answer on what happen to the money in my account and I was told that my account was going to be in the negative and that I was going to be responsible for the negative balance if XXXX occurred. I got a chance to speak with senior resolution representative from USAA and was told that I was found at fault for the situation with my account. I was told I must have been careless or negligent with my information or I must have gotten scammed to give out my information. He then went on to say the fraud department is very good at their job and there was no way this could have happen without me knowing or participation of the transactions going on. I told him that we had a class about protecting our personal information in basic training and that I would never do that. I told him that I get direct deposit from the XXXX and have never mobile uploaded. When I asked about them letting the check go through and the funds being available right away on that mobile transaction they had no real answer. Nothing was done to make sure the check was legitimate and protect me.

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