Consumer complaint received 2025-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
USAA - Federal Savings Bank. Allowed Fraudulent ACH Charges During this time the checking account was compromised as I am a victim of Identity Theft and Account takeover fraud. USAA was supposed to refund the following charges listed below. They credited these charges as permanent credits between XX/XX/XXXX and XX/XX/XXXX. All of the Fraudulent ACH Charges have been issued permanent credits. Which in total amount is {$14000.00} USAA has temporarily reopened the account ending in XXXX XXXX different times In the month of XXXX. I emailed USAA about this to their XXXX email. I received a response back from a member advocate XXXX who states she is researching what occurred. I spoke to XXXX last week and I was told the check would be issued out. Now I am being told because they reopened the account temporarily AGAIN on XX/XX/XXXX that it's 10 business days from the date the account was reopened. 10 To 20 Business days. I have already been waiting an entire month to receive my funds from the account, and USAA Is incompetent. I am always redirected to their Bankruptcy department, even though my bankruptcy was discharged several years ago, and what I am told from this department is different each day. Yesterday I am being told that the account balance " Is still being researched by their legal and compliance departments '' I advised that the account is showing a positive balance and is closed, and that the credits were from the unauthorized ACH Fraud that occurred. Their fraud department issued permanent credits. They told me they understand that but that my check can not even be created to be issued until their XXXX XXXX  finishes researching the credits. However again USAA can not advise what they are researching. They continue to hold the funds and refuse to issue out what is owed to me. " Researching '' They reopen the account once a week to reset their 10-20 business day clock and this is beyond frustrating. This is causing me financial harm because this was money that was originally stolen from me when an account fraudster took over the account. As I stated previously, I have never lived at XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX TX. USAA had this address on file during the time of these transactions, They also had a fraudulent email address, and fraudulent phone number. USAA has stated they called to verify the loan applications by calling the number on the credit report, before opening the accounts. WHICH IS FALSE. If they were to call XXXX which has never been my number in my life, they would have realized that was not me, and that's not the phone number listed on my credit files and never was. As I stated previously I have never lived at the above address. I was only able to obtain access to the account 's on XX/XX/XXXX after verifying my identity and updating the email address, address and phone number. The Address matches my drivers license. USAA Stated I registered for XXXX as well, By E-Signature, and I provided proof to USAA That this was false and I never made any XXXX transactions. I never received a DEBIT CARD for the account not even once. They sent the debit card and admitted to sending it to that XXXX XXXX XXXX XXXX XXXXXXXX Address. Which has never been my address. USAA charged off the account in XXXX of XXXX, and made the balance negative at that time without notifying me. The reason they stated they charged it off was due to some checks that were returned from a XXXX XXXX, Again I have never done business with this merchant either, and I have never written checks to a XXXX Compass Either. These would have been stolen and forged checks. USAA Reversed these charges and deposits and I have never conducted business with that Merchant. So I believe the account was charged off invalidly. USAA Did not properly notify me of the charge off, and USAA did not provide reasonable notice before charging off the account. USAA did not provide notice of dispute either. I have not received any documentation on those charges to this date. USAA States a new checking account can not be opened because of the charge off that occurred without my knowledge. Which seems to me to be discrimination. As as the time of those charges the account was locked and taken over by an identity thief / fraudster. 

At this time, I would like a proper investigation to be conducted. First and Foremost I want to receive my payment for the remaining balance in the account that USAA Is holding. They are holding this payment by Temporarily reopening the account every few day 's and stating they are performing " Maintenance ''. Which is false. These credits have fully posted as permanent credits, and no further credits are being issued. The remaining balance is {$14000.00} I fully expect a full refund. The check should be sent by XXXX XXXX  since USAA has been holding the funds since the XXXX of XXXX. We are almost to XXXX and USAA still has not released my funds, and they shouldn't keep resetting the clock. USAA Stated last time that they were going to XXXX  XXXX  my check free of charge, and then later stated XXXX said my address was invalid, Which is false because I receive XXXX XXXX  every single day. They never ended up creating a label for my address, and supposedly I had to wait on the check to be sent back to USAA ( Which was never label created to send to me ) Then USAA Priority mailed the check by USPS 2 Day. I received that. The address is the same. I feel like USAA Is causing me financial harm. I would like for the check to be sent out this week. I would like USAA to also reverse the OD Balance that occurred that caused the account to charge off as I was never made aware that XXXX Made any deposits or charges to the account ending in XXXX. Also I never enrolled in their XXXX and I never Received the debit card. USAA should send out my funds that I am entitled too, and USAA should properly investigate instead of lying and saying they investigated. USAA has stated as of XX/XX/XXXX that their XXXX XXXX  is Investigating the " Credit Balance '' On the account and that because of the bankruptcy they have to investigate with Bankruptcy and compliance the balance in the account before they can send out the funds. They have been investigating for over a month and this is redicules. The letter they send out says 10-20 Business days for a refund check. Everytime I call in this department keeps writing notes they are still investigating the credit balance, and that no updates are providing so USAA is holding my money.

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