Consumer complaint received 2025-04-17 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: CA

Complaint narrative:
From XX/XX/XXXX - XX/XX/XXXX I had XXXX fraudulent charges pending on my USAA checking account. XXXX {$770.00}, XXXX XXXX XXXX {$350.00}, XXXX XXXX {$770.00} & {$660.00}. On XX/XX/XXXX USAA texted and called to notify me to verify the charges. I told them that all the above charges were fraudulent. 

After contacting USAA to dispute the fraudulent charges I realized both my emails had been hacked ( XXXX XXXX XXXX ). I had over XXXXXXXX XXXX emails in my inboxes. I quickly changed my passwords and blocked the several email addresses that were repeatedly emailing me. 

While going through my emails and cleaning it up I realized there were confirmation emails from the fraudulent charges above. I called XXXX and notified them the order was fraud and to cancel ( this was being delivered to an address over XXXX miles away from my home but XXXX minutes away from the pickup locations of the other fraudulent orders ). I called XXXX and cancelled the pick up order and notified them it was fraud. With XXXX XXXX I called and was only able to cancel one pick up order for {$770.00}. The first order for {$660.00} had already been picked up by whoever stole my information. I notified them at this time that both orders were fraudulent. 

I spent several hours on XX/XX/XXXX calling these retailers and cancelling these orders. I was panicked having lost this amount of money in my checking account when I needed to pay my mortgage. I have reset my email passwords and did my due diligence to change my various account log ins as well as change all automatic bill charges over to my new debit card. I would not spend this amount of time doing damage control if I made this purchase. 

On XX/XX/XXXX USAA said XXXX XXXX came back stating the order was not fraudulent and USAA took the previsionary credit of {$660.00} out of my account. I called XXXX XXXX call center again XX/XX/XXXX and asked them to make a note on this account that that order was fraudulent. They had me call the store that the order was picked up at so they could pull the video of the person that picked up the order. When calling them in XXXX I was unable to talk to a human, even when I was able to get someone to answer in XXXX. I called XXXX XXXX call center back to notify them of this and they said their stores no longer take calls. I am get mixed information from this institution and it is very frustrating. I have not even personally purchased anything from this institution in over a decade. 

In addition to this I have filed a police report to further prove this is not my charge. XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  USAA is asking for a copy of this which is costing me {$15.00} out of pocket. 

I have called USAA XXXX times since this situation took place asking for the previsionary credit to be put back into my checking account while they reopened my dispute for this charge being fraudulent. They have not agreed and just tell me that they will " note the request on my account ''. I have been a member over XXXX  years with them and they are not helping me with a simple fraudulent charge. I have sent proof of documents and spent hours trying to mitigate this when it should be the responsibility of the bank to help me as their customer. I no longer want to keep my business with them as I have lost all hope in their customer service with this experience.

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 monetary relief