Consumer complaint received 2025-05-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
b'Hello,\n I am writing about a problem that I have had with severe identity theft, and nobody taking me seriously for many years. I have tried to get help. Im disabled vulnerable veteran single mom who is isolated and doesnt have any support system. \nI believe Im being targeted by a personally known person that is been seeing why identity like with my taxes all of my accounts, my XXXX XXXX my XXXX account my XXXX my official military records my private health records, every single one of my personal information and privacy and accounts has been absolutely violated and shared and used against me since 2023 or earlier and I have repeatedly tried to get help from it with no avail. I had called the bank repeatedly when I started saying weird transactions that I didnt understand. They assured me that people can charge weird fake transactions out of nowhere and I couldnt understand how that could even happen (like being in charged for five visits to a business when you went twice) and there were a couple instances where I had to dispute before and this time I happen to look thoroughly through my account while I begin to put the pieces together that the transactions did not make sense. There were two numerous, they were on the same multiple days, they would be for example, 3 to 4 transactions with different amounts for the same day, there would be purchase purchases that I would never ever have spent nearly that amount of money on in that store and they were charging me XXXX  overXXXX dollars when I was actually spending between XXXX  and about XXXX. And no actual time was it ever above XXXX, and that was one time. There was years of transactions of this.. I had no idea this was happening!!! I was appalled. I also began to see other transactions that did not make sense either, weird transfers, that I still have on my account that I cannot figure out what they are, unknown subscriptions, unknown charges, unknown money transfers through XXXX XXXX and XXXX XXXX XXXX purchases dont match up, I began to have my bills that have gone to collection show up as a bill pay and I saw my XXXX XXXX transfer for my sister be taken from my account. I saw that I called that I had not used or logged into a credit card and paid basic minimum amount on overcharging by XXXX and my other charges like my car insurance have gone up like XXXX for zero reason I havent even logged in there. Somebody was overcharging the transactions and changing them and creating false transactions.\n\nI called XXXX and told them about it immediately. I told them the truth about how I cant understand how this is happening and how the transactions have changed, I didnt understand why they were so many and why were they so high, and i Im not a criminal myself or do anything like this I had no idea that a bank could be hacked and the transactions be edited. Meanwhile, when this happened, my phone was remotely accessed, my Sim code was removed from my phone so I had no cellular data to call anyone and would be forced to use my Wi-Fi, which I did and I proceeded to be threatened severely with heavy, agonizing cruelty and torture of myself and my innocent little daughter and I had to deal with reading that I was government waste, and I saw a lot of terms and conditions and legal agreements stating that my bank account had a fiduciary and a joint owner (they also stated that I had to have been somebody with a military affection that could have an account with XXXX) and they said that they had power of attorney over me and that they had the right to change my transactions and I was not able to dispute them and if I try to dispute them or go and get help somebody including a local law-enforcement then they were on stand by to arrest me for fraud and waste of the government and there was just a lot of really scary stuff in there about how they bank had terminated my access since I could not call anybody I just dealt with them on the Wi-Fi threatening me not to get help. I almost ended my life. This has been going on slowly for years, and the threats have gotten worse and worse, but not to the point where I found something like this happening and I got this terrorized. They wrote about extremely personal topics like they knew me very well things about my family about my medical history, my military history my personal marriage and how my ex-husband is this good guy who was an officer and then will partake into XXXX XXXX XXXX XXXX XXXX. I would fall for and believe this because I was being XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, and I was extremely confused about who was doing this and why and Ive been barely surviving trying to deal with this XXXX  that I deal with all the time and never knowing whats real. I have repeatedly gone to the police. I have repeatedly gone to fleet and family cause I thought that my ex-husband was involved, I have tried to stand up for my daughter because she has been threatened. I have been called crazy. I have been called XXXX XXXX XXXX XXXX XXXX XXXX XXXX The more I try to speak up and try to get help, the worst people treat me and they are taking my daughter and potentially putting her in a bad situation. But I dont know if hes affiliated with it or not. All Ive done is try to get help and I never have enough money to get by. I havent for years. I dont have money for lawyers anything. I dont have money for help. Im isolated and vulnerable. I have XXXX XXXX  so I cant focus or think I have XXXX which makes me have XXXX XXXX XXXX. I barely made it through this, and I almost XXXX XXXX XXXX and planned it out because I thought I was done for.\n\nI EXPLAINED ALL OF THIS TO XXXX I explained exactly what had happened. They acted like they cared, and they said that the next time that I dont think that Im going to survive it so please call them and they will help me or send somebody out to help me. That they would help me and I realize that the threats were not real and that it was just all a mind blowing situation. \n\nI have not even looked at all of my transaction records. I request them and Ive not got them. I only did a few and there was like several thousand dollars worth of theft over the last couple of years. The more statements I looked at the more crazy the transactions looked.\n\nXXXX gave me some credits and I felt safe and secure and went and purchased safe devices and things to make myself safe and I was not able to access my bank account because I was trying to keep it from online access of a hacker, during that time, XXXX did not call me but they said they were doing an internal investigation and if you wouldve looked at everything that I was telling XXXX, you wouldve seen clearly evidence of what I was talking about. It is clear as day if you look into this as an investigation and see exactly what is happening. You can see that there are multiple days of multiple transactions of multiple times in a row nonsense charges like XXXX  and then the very next day 45 and then the next day XXXX I was paying. Every other day XXXX. Every 3 to 4 days I would pay XXXX. Nothing should have gone over XXXX at one point. \n\nI watched my bank accounts continue to be drained fraudulently with fake bill pays, illegal credit card transactions amounts, illegal insurance payments, they just sucked my bank dry while I couldnt do anything. XXXX looked into these and sees there is CLEAR IDENTITY THEFT.\n\nNow I find out that XXXX  refuses to credit and cover me Bc of lack of evidence. I HAVE EVIDENCE. Such as fraudulent XXXX XXXX orders that are illegally being charged and on my BANK transaction, THE CHARGE IS MUCH HIGHER. \nI even have evidence of how I went to the business after the dispute on 4/15 and used my new card only twice and KEPT reciepts. I Only USED CASH the other times I was there and I have DOCUMENTS the correct transaction. They charged FALSE transactions. They were charging false transactions and they were changing transaction amounts.  \n\nXXXX XXXX and XXXX XXXX were the most used transactions and XXXX, XXXX XXXX XXXX, random transfers and weird transactions I dont recognize at all.\n\nI tried to call them tonight and they did NOT CARE at all and said that they would only open my disputes again IF I HAD PROOF. I do have proof, but USAA DELIBERATELY DOESNT WANT TO BE HELD ACCOUNTABLE for my loss after I was almost killed!! They dont have anyone to help me with this. \n\nTHEN TO TOP IT OFF, they send me UPDATED TERMS AND CONDITIONS THAT THEY Stated That I AGREE ON THEIR BEHALF TO WAIVE ARBITRATION ON XXXX XXXX.'

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation