Consumer complaint received 2023-11-18 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
As a follow-up to my prior complaint, XXXX debit 2 {$400.00} charges from my account on XX/XX/XXXX. USAA asked me immediately if this is fraud. I said yes. After a several confusing phone calls with USAA, I was assured the matter was resolved. They deposited {$800.00} back into my account the next day as a provisional credit while they resolved the matter. Several days later, in fact on XX/XX/XXXX, USAA bizarrely withdrew the {$800.00} provisional credit. I called them immediately on like 2 hours sleep. I work all the time and I do not need this stress. Their representatives provided me conflicting and apparently ( from what I found out on later calls ) wholly inaccurate information - telling me that someone impersonated me and confirmed the charges were valid, then asking if my husband is running these charges ( mind you they were asking if he did this on my debit card which he does not have. Also he is not a gambler ). Then they said they can't fix this for 45 days and that no one will call me back after I requested to speak with someone else. Then I called back and I was told this would be fixed, that this was a 'bank error ' and someone would call me during the same business day. No one did. After bank closing, I realized this was not fixed, so I attempted to cover the {$800.00} taken from me by USAA by sending a XXXX deposit and then depositing a check - apparently that just does not work with them - they just bounced a check withdrawal on my account. They did this because they hold after-hour XXXX charges for days and they also put a bizarre hold on my check. I was then told I should not deposit a check from an account I have at another bank- this was news to me - that they can wholly refuse that - and they decided anyway to hold the funds for 10 days???!!! Why? They themselves present and get the funds like the next business day. They claim 'zero-liability ' policy for fraud- they have sucked up an enormous amount of my time, they have a bounced a check for less than the {$800.00} they took from my account on the XXXX that they acknowledge is an error, and they have insulted me on the telephone. They don't even care at all when I tell them I will report them YET AGAIN to your office. They just don't care about their customers, they don't care about veterans or their families, they are just harassing me over fraud they fully acknowledge is not my fault. I am disgusted and upset and I do not need this XXXX as I work 60 hours a week and I have to stop working to deal with their XXXX back office processes. All of these problems with USAA have started in the past 2 years - before that, they were fine. I am just beside myself. I absolutely am so upset that they can't stop hassling me and making my life XXXX over a fraud that they acknowledge is not my fault and over their own bank errors.

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