Consumer complaint received 2024-12-20 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE

Complaint narrative:
On XX/XX/XXXX I received a text from what I thought was USAA because I normally receive texts from them when I transfer money from my USAA account to a linked account on a monthly basis. So they asked me if I recognize XXXX transaction and did I authorize it. I said no. Next they said someone from the security department will be calling and they did from a number from Texas where the bank is located. Next they asked me to read the code they sent and that is when all yhings began going in a spiral. The next morning that same person called me again and somehow we got disconnected so I called USAA and asked them about the phone number at which they responded and said it was not theirs. So then they locked my account but the damage had already been done. When they asked me first that code and USAA dies do that as a security measure, the guy on the other end read off all my transactions and asked me to confirm. So now that my account was locked I had no access and USAA would not talk to me until I sent them a copy of my drivers license then I would have to wait three business days to call back. So when I called back it still was a couple of days before they would put me through to a fraud department to speak with someone. So after I was finally able to talk with someone I explained the situation and told them that all my monies was gone and that the linked account had been utilized as well. Money was transfetried to the linked account back to USAA then money added and finally transferred back to my account where then the money was drained out. USAA stated after I waited for a week to contact them because I was advised that the investigation would take approximately 5-days. When I called they had determined there was no fraud but never contacted me by mail or phone requesting to call them to go over their investigation. So after speaking with the linked account bank XXXX XXXX XXXX XXXX XXXX  on Wednesday, XX/XX/XXXX, they stated there was no fraud on their end and that USAA should reopen the claim and do another investigation. So calling USAA back for probably the XXXX time I then suggested to speak to a supervisor but still had to wait on the line. So in the interim they did say they would open the investigation and I specifically advised they can have permission to speak with XXXX XXXX XXXX. This was Wednesday and today is now XX/XX/XXXX and I have not heard anything. I have since contacted XXXX XXXX whom I am a member with and was advised to contact the Credit Bureau and make a complaint as well as contact the local police and do a report. I have made the contact with the Credit Bureau and put in a fraud alert and am contacting the local police to do my report with them. I still do not have any funds refunded nor did my bank explain how they came to the conclusion no fraud when you can clearly see there in the accounts of USAA and XXXX XXXX XXXX where these unauthorized transactions took place. Since this occurrence we had to close out XXXX XXXX XXXX accounts and because USAA has no local bank to access online banking is all that is offered.

Company response to consumer: Closed with explanation