Consumer complaint received 2025-08-13 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Cashing a check
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
To whom it may concern, Fraudulent charges occurred on the checking account ending in XXXX. USAA Refunded the fraudulent charges back as the fraud department issued permanent credits. USAA Was supposed to provide a credit balance refund in the amount of {$5800.00} on XX/XX/2025 Via a XXXX XXXX XXXX. USAA Sent this check by USPS. The check was never received by me. USAA did not require Direct Signature on this check, and I believe it may have been intercepted. The check never arrived to my residence. I contacted USAA on XX/XX/XXXX  To Advise that I still have not received this cashiers check. I was advised by USAA that they would send me a Fraud Affidavit for Official Check by Secure documents and by mail. I would need to complete this fraud affidavit and explain that Forgery has occurred. USAA advised me that the form was incomplete on XX/XX/2025. I asked what needed to be corrected and their deposit servicing department advised me I needed to correct the check number as it was one digit off. Which they provided to me. I corrected the Form and Submitted it on XX/XX/2025. USAA Confirmed they received my form and sent the form to XXXXXXXX XXXX USAA Advised me that XXXXXXXX XXXX  has not responded. I provided USAA With a Identity Theft Report which states that the account opened with XXXX Is Identity Fraud. XXXX Confirmed that Checking account is identity theft and confirmed I did not open the account, and that I am not liable for the account. XXXX Advised me that in order for USAA to obtain the funds back from the check they would need to contact XXXX and issue a reclamation of the funds. XXXX Advised once this is submitted they will provide a refund of the funds back to USAA within 7 business days as this is required by law. However to this date USAA HAS NOT issued reclamation of the funds. USAA told me on XX/XX/2025 that they are still waiting for XXXXXXXX XXXX to Respond to their request for " information '' what information are they waiting for? I am not sure they would not advise me. I have called USAA every single week for an update on the investigation. Over 200 Calls have been placed to their Office of the CEO. I have a case opened with the Office of the CEO and once a week my case is assigned to a new advocate and I never get any calls back or any updates related to my open fraud investigation with their bank. I already advised what XXXX told me. I sent in proof I did not receive any funds from the check. I sent in proof the check was cashed as forgery fraud. I sent proof I do not own any accounts with XXXX. USAA has reassigned my case to over 37 Advocates and not one of them has emailed me nor called me back. That's right 37 DIFFERENT Advocates. Each time I call in I am told they will instant message the advocate for an update. Which I am not sure if they do, because again I am always told the advocate ( Even the new advocates ) Are either on the phone with another call or no longer in the office for the day. This is a recurring event. I am not getting any traction whatsoever and I believe USAA Is intentionally trying to hit the statue of limitations on my check claim so they can ignore the claim and not do anything about it. They told me originally it would take up to 90 days, then it got moved to 180 Business Days. Well we are past that at this point. It is now XX/XX/2025 and I still don't have any resolution. I have tried contacting XXXXXXXX XXXX which is the bank that issues out XXXX XXXX on Behalf of USAA Because USAA Banks with XXXX XXXXXXXX XXXXk told me they can not speak to me regarding the investigation because I do not have any accounts with their bank and that this is not my account. At this point I feel like I am being bounced around like a XXXX XXXX XXXX. USAA is definitely avoiding me at all cost. USAA Is required to provide provisional credit for any claims that extend past 90 Business Days. I have not received a single update by letter, Email or document center. I can not get any advocates to contact me back. I am becoming very frustrated. AS a member especially regarding a fraud claim USAA Should be taking these issues seriously! Which they don't. USAA has not provided provisional credit, and USAA has not provided a resolution to my claim. USAA won't even return my calls and this has been escalated to management even in the office of the CEO without resolution. I am always told the same message. Someone will reach back out to me within 1 business day. NO ONE EVER DOES. At this point USAA Is a bank. A Cashiers Check was deducted from my account, and a check was issued to someone else. I never received the check it was either stolen or misdirected. USAA Should have required Direct signature and sent the check by XXXX to prevent issues from this from occurring. This is a Bank issue not a customer issue. USAA is not conducting proper investigations, and USAA Is refusing to provide provisional credit to consumers/victims of fraud even after 10 Business Days. After receiving and confirming the upload of all the documents showing evidence. Lastly, I submitted a second claim XX/XX/2025 for a Check that was supposed to be issued on XX/XX/2025. This check was in the amount of {$14000.00}. I did not receive this check either. Once again a direct signature was not required, and I am not sure whom received the cashiers check but it was not me. USAA Deducted the funds from my account ending in XXXX on XX/XX/2025. USAA Did not mail me the check. USAA Sent the check to someone else apparently. It was deposited into a fraudulent bank account with XXXX XXXX XXXX. I do not bank at XXXX XXXXXXXX XXXX and I have never banked with XXXX XXXXXXXX XXXX. Once again this investigation went to XXXXXXXX XXXX  to conduct a fraud investigation into the forgery and to stop payment on the cashier check that was fraudulently cashed/ forged. At this time USAA Owes me {$19000.00}. I fully expect a refund from USAA as this issue has been dragged on for many months. Especially after XXXX told me regarding the {$5800.00} Check that they are waiting for USAA to issue a reclamation of the funds and to reclaim these funds. They stated they would send the funds back to USAA within 7 Business Days. These issues are going unnoticed and USAA Is violating my consumer rights. USAA has not provided any type of monetary relief. This money being drained from my accounts was funds I needed to pay for Groceries, Gas, Utility Bills, and for my Kids. I can not pay my bills when I do not have my funds. USAA was made well aware these checks were forged and fraudulently cashed. USAA Has already escalated this to the office of the CEO and nothing is being done about my issue. USAA should provide provisional credit if they are going to extend their investigation. I understand XXXX is investigating but XXXX Provided USAA Provisional Credit which should be passed on to the consumer especially with a forged signature of a check. USAA Deducted these funds from my account, and sent them to someone else. I have attached an Identity Theft Affidavit Regarding the XXXX account and the XXXX XXXXXXXX XXXX  account both of which were opened as Identity Fraud. Additionally, I have attached the USAA statement that they uploaded to my document center on XX/XX/2025 Showing these fraudulent official checks. That I never received. This evidence is provided below. I do not believe my issues have been addressed.

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