Consumer complaint received 2024-03-24 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ

Complaint narrative:
This started in XX/XX/XXXX I had fraud activity in my checking account and contacted my bank ( USAA ) as soon as I noticed. I got a call on XX/XX/XXXX from usaa that someone was trying to add a card to my account and i told them not to authorize it. They gave me a temporary password and said it would be taken care of. Then on XX/XX/XXXX at XXXX am central standard time {$5000.00} was deposited into my account and {$10000.00} was taken out. I called usaa back and told them about the call I receive before and that this was fraud and I didnt authorize it. They said there was no record of a one calling me that day and I was told it was going to be taken care of in XXXX days. However the next day XX/XX/XXXX the same thing happened At XXXX central standard time {$5000.00} was added and {$5000.00} was taken out this time in my second checking account that I use for business Leaving both of my accounts negative. It happened the next day in this account on XX/XX/XXXX they deposited {$4900.00} and took out {$5000.00} and then took out another {$4900.00}. on XX/XX/XXXX they took out another {$4900.00}. I called Usaa again asking how they allowed the same thing to happen when I told them there was fraud activity and it wasnt me. 
They Told me they were putting in a claim to get it looked at then I was locked out of my account on XX/XX/XXXX. 
I called that day scared that the person that got into my account changed my information but was told USAA were the ones that locked my account to prevent that person from taking money and was told that usaa came to the decision to stop banking with me. on XX/XX/XXXX I got a call saying I would be liable to pay the negative balance of {$19000.00} in my accounts. after many calls with usaa trying to get this resolved I got statements sent to my and found out The fraud person also got into my savings account on XX/XX/XXXX when my account was supposed to be locked and at XXXX central standard time {$5000.00} was added and {$5000.00} was taken out then on XX/XX/XXXX another {$5000.00} was taken out. We got a call from a manager on XX/XX/XXXX hoping there would be support with getting this figured out. I asked if I could transfer my savings to a different account so it could be safe and she said it would be given to me via check after they deducted the negative balances in my account. They said it should be handled in 60 days I patently waited for my check with the remaining balance of {$10000.00} when I had {$29000.00} in my savings before and it never came. I called back XX/XX/XXXX and was able to get information about my accounts and what was happening and again was told I would get my check around XX/XX/XXXX. I never got it then on XX/XX/XXXX I was told they were still in the process of deducting the negative balance from my savings. On XX/XX/XXXX I found the account take over number and talked to a man that said usaa should have sent me to his department the very first day I called. He was trying to help and submitted another claim to get my case looked at I had about XXXX different claims submitted to this third party that all came back saying I was liable to pay. Usaa also said I had a fraud situation in my account before on XX/XX/XXXX when I was a minor and thats why they decided to stop banking with me. On XX/XX/XXXX I was told the check still wasnt sent out and to call back in 3 days. I finally got my check sometime in XXXX. I have still been trying to contact usaa to make this right and they are ignoring my calls trying to have me forget about it but they took {$19000.00} from me and I am still fighting to get it back

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