Consumer complaint received 2024-10-12 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA

Complaint narrative:
Dear USAA Bank, I have spent over 10 hours today attempting to deal with this issue and am very, very frustrated. I dont know how long Ive had my bank account open for, but Ive had over XXXX XXXX in this account within the last year! Now its dwindled to less than half that! 

I was on the phone for nearly 8 hours today. I keep getting the run around with your agents who half the time give me misinformation or waste my time, or do or do not do the things that they say they are going to do! 

For example, I called fraud in the banking department around XXXX XXXX PST. I was trying to dispute all the highlighted transactions below, but she INSISTED that USAA Bank was unable to dispute USAA credit card EVEN THOUGH USAA credit card was XXXX  the money out of my bank account via ACH! I knew what she was saying was incorrect and she only got a handful of items disputed such as the XXXX XXXX transactions and debit card transactions or so I thought! Then she transferred me to someone in credit cards that I could barely hear! I havent seen my credit card since around XXXX! I didnt want to talk to them I wanted to speak with banking! But I spent about 2 hours on the phone with some guy, who claimed the money can not go back to my bank account. This was very confusing. Then he transferred me back to what I had thought was the Fraud department, but it was another male representative, who was very nice and I was on the phone with for another 2 hours. 

He told me that the first banking representative was wrong/ incorrect and that they CAN dispute the USAA Credit Card ACH transactions coming out of my account. He had to do it one company at a time first with XXXX XXXX, then some small debit card purchases that were unauthorized/ fraud, and another company that took almost {$10000.00} from me! He said there was already a case created by someone earlier and that he just had to update the notes for the fraud team to document each charge. He kept putting me on hold while going through the charges. I only counted 13 so far since XXXX! I dont know why it takes 2+ hours per person to do this! And the phone started to go in and out ( as is often the case when on it for more than a few hours ) and I kept losing him until finally I lost him completely but he said he was submitting everything and theres nothing I had to do before the call dropped. Didnt even get a call back despite this. 

Then I had to call AGAIN. Isnt ( XXXX ) XXXX ( XXXX ) the fraud department? Thats what comes up on XXXX and the number Ive used all day. I was transferred to a female banking representative who had no idea what to do. Literally. She said I was unable to speak to the fraud department who I thought I had spoken to XXXX previously today in credit cards and checking/ bank accounts. And that there is no notes, or documentation about any fraudulent charges from any representative today. Great, so I figured I had just wasted 8 hours today. I asked to speak to a supervisor, and she kept putting me on hold about 10+ times, stating she had to transfer me to Member Solutions. But I was put on hold off and on for nearly 50+ minutes until I reached XXXX XXXXn Member Solutions/ Resolutions. 

XXXX was very kind and helpful and claimed that there were actually notes and cases done today, but he too can not tag the USAA credit card charges that were coming out of my bank account as payments. Why? Especially when the previous male representative in banking said he was doing that. So another hour+ on the phone with XXXX and many charges that I had repeated were missing or not there in the notes or whatever the reps submitted today. So I said I might as well just put this all in writing to the CFPB and highlight the charges. Theres only XXXX from currently until XX/XX/scrub>XXXX XXXX I havent had time to look at anything prior really. 

So please make sure these are tagged properly and creditedXXXX refunded. I have multiple police reports regarding identity theft. I just am surprised at how hard it is to get through to anyone at USAA. XXXX there certain divisions that get somewhat of VIP status with how much money they have in their accounts on average? Surely ~ XXXX XXXXXXXX is MUCH more than the average servicemember. Also I saw how much interest I was getting on that a month in my bank account and it was just pathetic ( XXXX cents to {$2.00} each month or so for hundreds of thousands of dollars that your team is supposed to take care of, while lending that money out to others for investments, or whatever suits your companys purpose s etc. ). I just dont know if I feel safe continuing to have large amounts such as that in my account, considering I keep getting the runaround with people knowing what they are saying and then not knowing what they are saying, and transferred nonstop. And with no branches near me when I lived in XXXX nor here in Washington state or on the XXXX XXXX. 

Please get this resolved ASAP. I can not deal with this continuation of stress, while trying to maintain a career, taking care of family, deaths of loved ones, my own very poor health, etc. I can provide police reports, medical reports, anything if needed. Thank you.

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