Consumer complaint received 2022-10-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
I am a USAA member. On XX/XX/22 I received a call from USAA ( or who I thought was USAA ) advising of fraud on my account. I was texted information to confirm with whom I was speaking to. The text said USAA and the process was identical to the actual fraud steps. When I had not received a new debit card as I was told, I called USAA XXXX and spoke with XXXX in the banking department. He confirmed USAA was sending me messages about address changes, log in 's being changed, security 2 step verification XXXX amongst other things. However, he could not assist me but advised he was sending a new card to my address. He then transferred me to XXXX in customer relations. She advised USAA had not contacted me since XXXXUSAA then restricted my account because of the fraud issue and would not give me any information. An Identity Theft report was sent to Fraud and I was advised to send my Drivers License to USAA.Com/verify.com so I could be authenticated if I needed access to my account. I was given a temp passcode and login information. XXXX advised once I sent in my license the team could authenticate me. That department was supposed to call me back in 24hrs. XXXX advised Fraud would contact me in 3-5 days. Who wants to wait while their account is compromised? These timeframes are horrible! In the meantime I continue to receive emails of changes occurring on my account including while speaking to XXXX also. Today since I had not heard from the Fraud department or verification I called back and was advised they could not help me because information they had is not the information I was giving. They could not authenticate me so I was encouraged to call back or send my license to verification. Due to the restriction on the account I had to speak to someone in fraud. I spoke with XXXX XXXX Finally someone heard the fact I could not authenticate MY information because it had been changed. No one else was listening when I explained ALL my information had been changed to the criminals information.There was no compassion to this ordeal. I have been a member with. USAA 16 years and I am highly disappointed with there service. I thank goodness for XXXX because she was compassionate, helpful, expressed empathy and sympathy. After finishing with XXXX she transferred me to XXXX in Online support to undue information entered by the criminals. With her help also, I was finally able to gain full access back into my account however, I still do not have a new bank card and it is not expected until Tuesday on expedited shipment. This process has been long and stressful and USAA was so aloof throughout and not willing to truly listen to the fact I could not be authenticated because all my information had been changed. This has been emotional and I am receiving text from my bills because my card was blocked. It did not seem like USAA was concerned at all.

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