Consumer complaint received 2016-04-06
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Other bank product/service
Issue: Making/receiving payments, sending money

Complaint:
I have had a checking and savings account with USAA for at least 5 years. I have had little issues here and there that were either resolved, or I lived with them. As of XX/XX/2016 someone hacked my bank account and changed all my personal information on my account. I initially received an email stating my email had been changed, but when I logged in nothing seemed to have been changed. I shrugged it off as a computer issue. The next day I received another email that something else had changed. This was late at night, so I figured I would call USAA the next day to figure out what was going on. By this time my account had been completely hacked and changed so much that I could not even do a basic password retrieval. My phone numbers, and emails were changed which is how I would gain access. I had a mobile app too, which did not allow me to log in after my account was hacked. When I called USAA they asked me for a special number that would be on the mobile app, but due to the hack the app had been disconnected from my name and account so I did not even have the option to view this code. Once they attempted this method of account retrieval it would lock the USAA rep out of my account, and the ONLY way for them to assist me was to have me call back. Each time I called the hold times increased. Eventually I spoke with a rep whom I asked to transfer me to a manager. The rep and manager both told me the same exact thing ; I would receive a call in 48 business hours. I waited 48 hours and did n't receive anything so I began calling them. It took me 5-6 calls and XXXX-XXXX reps ( each rep locked themselves out and asked me to call back due to the mobile app number method not working ) and XXXX manager to make a tiny bit of progress. The manager was able to bypass the mobile app code and give me some information. He provided me with the number that was added to my account and the emails. Knowing how identity theft works ( I have an XXXX background ), I did not expect much of those numbers and emails. The number had already been disconnected and I did n't bother with the emails. The manager was able to tell me that I had a balance of $ XXXX dollars at that time. The first call was on XX/XX/XXXX when I spoke to the manager that assisted me a tiny bit it was XX/XX/XXXX. So they had known since XX/XX/XXXX that my account was hacked and that I had XXXX access to it, and no way to stop these criminals from doing what they want with my account. The manager informed me that they would get to work on fixing the issue. Also, he informed me that USAA was " protecting '' me in all of this by asking me for this mobile app number. I explained that locking me out of my account and placing ALL of their security on a mobile app number is not protecting me. All the time I am spending on the phone and waiting for call backs, these criminals have free reign of my account. On XX/XX/XXXX I was called and they asked me about some transfers and transactions. I was told I would get any money back that was taken from my account, but at that time my account was still free of fraudulent charges. Mind you, they still did NOT lock my account or change my account number. Now on XX/XX/XXXX I decided I would call them again because I had not heard ANYTHING since XX/XX/XXXX. Sadly, I was right back at point A. The rep who answer was FROM the fraud/authorization department and she immediately locked herself out of my account even after I warned that I did NOT have this mobile app code. She asked me to call back. I asked to speak to a supervisor. I asked for someone in a position to fire her, so I know I had a supervisor above her. She was unable to transfer me to anyone above her. She told me I should receive a call in about 3 hours. That was at XXXX on XX/XX/XXXX. Now it is XXXX and I have received nothing from USAA. Now my account is - $ XXXX and I still do not have access to my account. My rent is due, my bills ar

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief