Consumer complaint received 2025-07-08 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:
1. I am a XXXX XXXX XXXX XXXX and joined USAA Bank in XXXX. 

2. On XXXX XX/XX/XXXX I logged into my USAA account as I do every week and noticed a transaction I did not make nor authorize in the amount of {$4400.00} taken from my USSA Bank clearing my back account to - {$500.00}. 

XXXX. The payment record showed the funds being pulled from my checking account to a XXXX XXXX XXXXXXXX account without my authorization or approval from me. Additionally, USAA charged me fees for overdraft protection from my XXXX XXXX  ( NOTE : I dont own a XXXX XXXX XXXXXXXX Credit Card nor do I have a XXXX XXXX XXXXXXXX account in way shape or form ). 

4. Upon realizing {$4400.00} was stolen from my USSA Bank checking account, I immediately called USAA on XXXX XX/XX/XXXX and quickly reported this theft. 

5. From XXXX XXXX to present I have made over 17 calls to USAA and I have received NOT one call from USAA explaining to me what happened. I cant pay my bills as my account was frozen. 

6. I pleaded with USAA bank attendants on the phone to help me during this emergency, but all the attendants told me they didnt give out extensions. They told me to keep calling the USAA XXXX phone line. 

7. Since XXXX XX/XX/XXXX I have been calling this USAA phone line and have been re-routed everywhere, numerous times day or night, without a single point of contact, or single point of assistance from a person that knows my case. USAA allowed a criminal to steal {$4400.00} from my USAA checking account and I cant get answers to any of my questions. I now have to pay my bills and creditors. 

8. I asked the following questions from USAA but they refused to answer them. As a result, I am seeking assistance from the Consumer Financial Protection Bureau to assist me in getting the following answers which USAA is refusing to provide me after they let someone steal {$4400.00} from my account : 1 ) Why did USAA allow a cyber criminal to steal my {$4400.00} in funds using a XXXX XXXX XXXXXXXX account without my authorization or permission? 
2 ) How did the cyber criminal steal my funds from a XXXX XXXX XXXXXXXX account without my authorization or permission? 
3 ) What specific security protocols were in place to prevent unauthorized access to my account? 
4 ) How was the cyber criminal able to access my account despite these security measures? 
5 ) What steps are being taken to investigate the incident and identify the perpetrator? 
6 ) Has the bank identified any vulnerabilities in its security systems that allowed this to happen? 
7 ) What is the bank 's policy regarding unauthorized transactions and liability?

8 ) What is the bank 's process for reimbursing customers for fraudulent transactions? 
9 ) When can I expect to see the stolen funds returned to my account?

10 ) Are there any specific actions I need to take to initiate the reimbursement process?

11 ) What resources are available to help me monitor my account for further suspicious activity?

12 ) What steps can I take to protect my account from future attacks?

13 ) Does the bank offer any specific fraud protection services or insurance options?

14 ) Why doesnt USAA have a specific Fraud Department that I can deal with directly.

15 ) Why doesnt USAA give out extensions so that I can have a point of contact at USAA ? 
16 ) Why doesnt USAA use positive ACH transfers?

9. USAA Bank allowed my hard earned funds to be taken from my account through an unauthorized and fraudulent transaction and USAA has not called me or communicated with me to let me know what occurred. This theft has caused me grave damage as I have not been able to pay my bills. 

10. I have come to realize that at its core, USAA does not have my best interest, nor is it interested in securing my funds. USAA is not a good company and does not care about its military members. 
My USAA Bank Membership # is XXXX  Address is : USAA Federal Savings Bank, XXXX XXXX XXXX, XXXX XXXX, TX XXXX Phone is XXXX ( XXXX ) or XXXX ( XXXX ) I need answers to these questions immediately. 
Thank you for your assistance. 

XXXX XXXX

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