Consumer complaint received 2024-12-02 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: NE

Complaint narrative:
XXXX XXXX XXXX  I got a call and alert from USAA that my account was compromised. I called in and spoke with a lady she had informed me that new phone numbers were added to my account and new family members have also been added. She also noted that it looks like a new number was added on XXXX XXXX so that might have been when it was originally compromised. She went through the process of removing the phone numbers and family members that were not supposed to be on there. She informed me to change my password, pin number and phone password. We also turned off mobile banking and cleared authorized devices. She said I should be good to go now without any worries. XXXX XXXX XXXX - I got a notification that my mobile banking turned back on. I tried to login to my account using the new password and it would not work. I reset the password and got back into my account. My XXXX in my savings account was now gone, there was a check in mobile deposit for XXXX and a transfer of XXXX to another USAA account that was linked with my account. This left XXXX  in my savings account. I called USAA. This time I changed my username as well as my password and pin number. Explained to her what was going on. Since I was linked to that other USAA account, we could see the transactions since my money was moved and they were buying up XXXXXXXX XXXX cards. I had noticed that they still had not gotten all the money yet and that XXXX was still left in the linked account. I asked the rep on the if I should move it so they cannot get any more money she said it should be fine. I moved the money over XXXX in checking and XXXX in savings. She was going through and removing new numbers and family members again, I asked what if they get back into my account again since we had already changed my information and removed numbers and family members. Should I just put the rest of the money in a credit card payment, and they can't get the money, and USAA can just reverse everything on Monday she said that was a good idea. I transferred the money over and made a credit card payment for XXXX and XXXX  to XXXX out both my checking and saving accounts until the Fraud Department could get to it on Monday. I asked her what the next steps were and she explained to me that Fraud would open the case when they got in, lock my online account while they investigate, listen to the call logs of when I called in for earlier in the day and just now, and then they would call me for more information and should take about 3-5 business days to complete. I asked to verify if I should change my payroll deposit and automatic withdrawals, so I do not get late fees or NSF fees. She did not think I would need to ask only the online account would get locked and automatic withdrawals should still go through if the funds are in there.

XXXX XXXX XXXX Throughout the day I logged in and checked the account just in case.

XXXX XXXX XXXX XXXX Called USAA for an update, I was told my case had been submitted but have not started it yet.

XXXX XXXX XXXX  Throughout the day checked my account because my payroll could come in at any time.

XXXX XXXX XXXX  - Got a call from USAA automated attendant that I needed to call USAA.
XXXX XXXX XXXX XXXX  - I called back and spoke with someone in the Fraud department. I gave her a rundown of what happened on XXXX XXXX, she even commented that it was a good idea to tie up the XXXX in a credit card payment and joked and asked if I wanted a job in their department. She told me the case is under investigation and that the person would be reaching out that is reviewing the case. She also said that they tried to get back into my account on Sunday, Monday, and Tuesday. I asked if there was anything else I needed to do, she said they will contact me for more information and will update me then. My payroll hit my account later that night.

XXXX XXXX XXXX XXXX  - I tried to check on my account to see if the automatic withdrawals were coming out and my password wouldn't work. To be safe I called USAA because they told me before they would lock my account while they are investigating. This was not the case my account had been compromised again. The person I spoke to told me to change everything again, but I explained to him I have already done that, and they keep getting back into my account! I made him lock the account and then he removed all the numbers and family members. He said it looked like they were somehow getting in with an XXXX XXXX and looks like some type of software. XXXX XXXX XXXX  XXXX I called for an update on my account, I was told it was under rereview, even though no one had contacted me to inform me of a judgement or ask for any information regarding the case.

XXXX XXXX   I found out through XXXX  of the MRT team that in the notes of my account the Fraud Department had made a judgement on my account on this date that I was liable and put my account in XXXX status. XXXX XXXX XXXX XXXX - I called for an update on my account, the guy I spoke with told me that it is still under rereview, but I should get the credit card payment reversed. I told him I did not want to do that because what if it messes something up for the review. 

XXXX XXXX XXXX XXXX  - I received an email a deposit account closure, but it said to log in to view it, which I do not because my online account is locked. I called USAA and spoke with a lady and explained all that has happened since the XXXX XXXX XXXX and she said before we go further she had a document she had to read to me. I assumed it was the one that was from the email informing me that the person who did my fraud review deemed it was not fraud and that if I don't return my account to a positive balance within 90 days all of my USAA accounts will be closed. I was livid and because everything that was done on that day was done with a USAA employee on the phone and I was even praised for by a couple of them. I also questioned why I was not called at all about my case and why I was not called once they judged to close my accounts, she said the lady that was working my case put in the notes she did not call to inform me because of a malfunctioning headset. I was pissed! I requested to speak with a manager and at first, she said all I can do is request another review and request a call from whoever is assigned the case, but they don't have to call. I pushed more for a manager, and she said she could request a manager call me back and they are required to do so within 2 business days. She said I would get a call no later than on Monday the XXXXXXXX XXXX XXXX XXXX XXXX - I called the credit card department and explained what happened on the XXXX  and requested a payment reversal, she was helpful and even questioned why the Fraud department did not do this once they got the case. She informed me that it could take up to 10 business days, but she would try and expedite it.

XXXX XXXX XXXX XXXX I noticed an email from XXXX in Member Advocacy she said she was unable to reach my by phone, not that she called me or left a voice mail. I checked both my phone logs and the logs from XXXX and I only had one call to my phone that day and it was not anyone from USAA. She did leave me her direct extension. XXXX XXXX XXXX XXXX  - I called XXXX at XXXX  and left a voicemail with my name and contact phone number.
XXXX XXXX XXXX XXXX - I called the main USAA number because I was not sure if XXXX was the manager call, I requested or Fraud Department wanting information on my case. The person I spoke with thought it was the Manager call I requested. They tried to reach her aXXXX XXXX  and could not get a hold of her either.

XXXX XXXX XXXX XXXX  - I called XXXX  and left a message to call me back. XXXX XXXX XXXX XXXX  - I called XXXX and left a message to call me backXXXX XXXX XXXX XXXX XXXX - I called XXXX  and left a message to call me back.

XXXX XXXX XXXX XXXX XXXX  I saw that the credit card payment was reversed and my account was now in the positive, so I called to get my account turned back on and file a complaint about not being called back by a Manager and XXXX returning my calls, I believe I was working with XXXX  on the banking side and he tried one last time to see if he could reach her and could not. He was then attempting to transfer me to the Member Resolution Team and then the call kicked me back out to the Automated Attendant.

XXXX XXXX XXXX XXXX - I took off work so I could try and get my account status resolved, plus my money and file a complaint. I got to the Member Resolution Team (XXXX), he was extremely helpful after he got the whole history, he reached out to the Fraud department and spoke with a manager there. Once he explained to them what actually happened on the XXXX they submitted for a review to change the account status and to get my XXXX back in my savings. He also put in a request to get someone to call me and put on my case that I request a call while they review it.

XXXX XXXX XXXX XXXX XXXX I called XXXX and left a message to call me back.

XXXX XXXX XXXX XXXX  - I got an email from XXXX that said on XXXX XXXX XXXXhey investigated and determined I was liable due to fraudulent activity on my account. (Again, without speaking with me, listening to the recording of the phone calls with the USAA employee saying it was ok to do it) That I requested another review on XXXX XXXX and I needed to call into USAA to speak with a rep. Then it goes on to say it USAA has issued a final resolution on this matter. Since this was so confusing I called the rep and they basically said the letter was to let me know a review had been open on the XXXX and I do not need to do anything at this time. I asked about an update on it, and she said it was due to be completed by the end of day Tuesday XXXX XXXX 

XXXX XXXX XXXX XXXX XXXX - I called to get an update on my case MRT said they notes that they could share are limited and that he would reach out to Fraud and see if they would speak with me. He came back after a brief hold and transferred me to Fraud, the guy I spoke with said he did not know why my account was in credit only status and that could be resolved immediately as I was no longer in a negative balance. He restored my account, and I asked him about the XXXX XXXX was missing from my saving account. At first, he said I was not getting it back and explained that since they determined I was liable it was on me. I explained to him what exactly happened and he said he needed to update the notes so I can get that money back because at the time of the XXXXXXXX transfer to another USAA account was an Account Take Over, and Fraud only reversed the fake check that was deposited in the savings. He said he would submit for this to be done, but did not know how long it will take as he said the mitigation team is very backed up. I asked if I could use the payroll money that was in my checking, and he said yes, I am no longer in credit only on my accounts.

XXXX XXXX XXXX XXXX - I called in because I was trying to pay bills and it was getting denied, so I looked at my account and it was back to credit only status. I called in and requested the Fraud department, but it sent me to the banking side, not the Fraud department. The lady from the banking side said she would have to reach out to them for me and put me on hold. She came back and the lady she spoke to in the Fraud department said my account was in credit only status because based on the notes of my account that she read through it is being closed. I asked her if the lady from Fraud read the most recent notes on my account and could she verify if there are notes on it from XXXX XXXX that says my account should be active. She put me on hold again to review the notes, she came back and said the notes are there and she doesn't know why the lady from Fraud didn't see them. She said she could reach out to Fraud again and hope that she gets different rep over there. (It is pretty bad that even the internal employees know there are problems with that department) I requested to transfer me to the MRT side as they have usually been helpful on getting someone that can help on the Fraud side. Once over to that side he reached out to Fraud and explained what was going on to them and trying to get a resolution. He came back a few times while we were on hold with Fraud, he said the notes were a lot on my account, complex, and difficult for them to because it hasn't been handled right and there are so many notes on the account to sort through. He said it could take 5 business days to revert back to normal account status, but they are escalating it because of how long it has been, but it was the system that kicked it back to credit only status. He was also going to make an additional note on the account to get the XXXXXXXX back in savings because the XXXX was transferred during an ATOXXXX XXXX XXXX XXXX  I got a letter via email that account have been restored.

XXXXXXXX XXXXXXXX XXXX XXXX XXXX I called to see the status of the re review and where my XXXX from savings is. I explained what happened and what I was looking for, the guy commented that the notes are complex and some of them are extremely hard to understand that others have left. He put me on hold to speak with the fraud team and go over the notes on my account. Fraud could not figure out where the XXXX is because my account is no longer linked to the other USAA account, they used to pull my money out from. The guy I worked with explained it to Fraud again and put me on hold. He comes back from hold and Fraud wants to know what I did to allow them to link my account with another USAA account. I explained that from the time my account was compromised, they were able to compromise my account multiple times even with changing username, password, pin and voice password. When he came back, he said there was no rereview done that was requested by the MRT on XXXX XXXX even though it was requested, and they had told me it would be completed by XXXX XXXX Fraud had deemed I was complicit with the people stealing money because, even while on the phone and under the guidance of the USAA employee, moving the money makes me complicit. I then requested a transfer to the MRT department. XXXX  from MRT got on and helped he was going to start a ATO missing reimbursement for the XXXX transfer that was done on XXXX. He also gave me information that my account was submitted for XXXX  on XXXX XXXX Explained to me that anything that happened during ATO I am not liable for. Front Door Request initiated by MRT is what I should ask for if this continues. He also noted that XXXX had the best notes from XXXX. He then transferred me over to the Fraud department. Spoke with XXXX (in Fraud department) and she was working with a senior Fraud specialist, they agreed and that the XXXX should be reimbursed and submitted a case with new notes that and ATO needs to happen on my account based on the information when speaking with me. She also said she would put in there I need to be contacted and that she thinks because they either didn't review the part that I was on the phone with USAA rep or that it was left out of the original review is why they deemed I was liable and that they initiated XXXX on all my accounts. She said she would hope someone would call me back with an update or for more information, but to keep calling. She also agreed with XXXX and seems like every other USAA employee that in my case I should not be liable for anything that happens during ATO.

XXXX XXXX XXXX XXXX   I called to see the status of my re review and was informed they made a judgement that I was part of moving the funds so I am liable and will not be reimbursed.  They came to this decision on XXXX XXXX XXXX and again never informed me.

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