Consumer complaint received 2022-01-18 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: OH

Complaint narrative:
I'm resubmitting the complaint I filed in XXXX based on New information. New information was a law suit in XXXX alleging usaa savings bank mishandling accounts. A law suit the defended has lost .... this is word for word a copy of my original complaint. This is what a cfpb member instructed me to do .... 


Apparently back in XXXX time frame, someone had obtained my debit card numbers. I never lost my card, never gave it out, or gave out my PIN number. It has been in my possession all the time. It started with a whole bunch of XXXX orders I reported on XX/XX/XXXX, to include some internet online orders-for example XXXX XXXX XXXX I was paying for someones XXXX account, the monthly fee they charge. I have not spent any money online. I dont put my debit card online, and I dont do phone orders either. I just pay in cash. The proof is at the beginning of the month, you will see huge amounts withdrawn from ATMs one day after another. That was my spending my money so I didnt have to use my card. I refused to use it. They have acknowledged on XX/XX/XXXX the first time I called and corrected the fraudulent charges up to that point. They had sent out a new card for me but had failed to close the other card, which allowed them to continue the expenditures month after month after month. I have called back at least once or twice a week, if not daily, about more fraudulent charges on the account after the fact. They seem to have a problem with doing their job, because every time I call the beginning of the conversation is exactly the same thing : Im sorry to hear that. Let me pull up your account. Look, before we go any further it looks like your card was not closed out. Let me do that for you real quick before we continue. They never do. Then they go into the charges on the account, and they try to submit it. Then all of a sudden, they said. I will have to do it manually. I dont know what that means. Manual, whats manual about it?, but they dont do it. Then that its nothing. Nothing gets done. They dont send a report to the Fraud Team . I guess its too much work for them, the incompetent fools. My money has been wiped away at the beginning of every month, and no matter how many times I call you guys act like you dont know what Im talking about. Then as soon as you figure out you have to do it manually-because I keep hearing that word-you guys hang up on me because you dont want to do it. If youd like to argue that, I will send you guys recordings of our conversations because I record calls just like you do for the same purpose of legality. The latest fraud was XX/XX/XXXX in XXXX, but you guys say it was me. At the beginning of XXXX, you guys had actually reported a few charges and said I was in Kentucky. Those charges were still on my account ; I was XXXX miles away. Now I froze my account; according to law you guys are not allowed to deduct any government benefits from a frozen account as of a law passed by the Dept. of Treasury in XXXX. You guys took some {$200.00} out of a frozen for overdraft fees, and Im not the one who over drafted it. It was the guy who stole my numbers and had a duplicate. The duplicate is proven by me being in Kentucky and charges being made in Ohio. You guys left me abandoned, stranded, and XXXX  living under an overpass for a week living under that bridge, just trying to get home because I didnt have gas money. I was only XXXX miles away at that point.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation