Consumer complaint received 2025-07-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: KS

Complaint narrative:
On XX/XX/2025 my wallet and phone were stolen out of my car due to me, leaving it unlocked when I woke up in the morning on XX/XX/XXXX I had phone calls from USAA. My bank telling me my account was frozen due to suspicious activities. I tried calling them, but could not verify my identity due to my phone being stolen so couldnt get the text message verification and my wallet stolen so I couldnt submit a photocopy of my ID. My account was fully frozen, not able to use my bank card and was not able to log onto my account or call in till photo identification was provided. on XX/XX/XXXX I was able to get into my account. Finally I explained to him what happened. Explain to him that Ive called in numerous times trying to get into my account, but there was nothing they could do and wouldnt help me. I disputed the charges explain to him that my phone and ID has been stolen so I had no way of reporting it because they wouldnt speak to me and after disputing the charges, their security and fraud team kept me on the phone for about three hours having me login and log out of my app login and log out of my account on a computer and everything else and verified that the fraud was legit issued me a provisional credit of {$7500.00} and I figured that was it XX/XX/XXXX. I get a letter stating that they finish their investigation that they found it not in my favor and they were reversing the funds on XX/XX/XXXX I called in on XX/XX/XXXX and demanded that they re-investigate. Ive provided documents stating that my identity has been stolen my submitting a copy of the report screenshots of me talking to a reporter about all of this and the incident report with the police of me having my wallet and phone taken for my car and while on the phone with them, they deducted {$3500.00} for my account earlier than they were supposed to. I asked the gentleman from their escalation department, what was going on? He told me he had no idea. He doesnt understand why they only decided to decide half with the merchant and half with me, he doesnt understand why they decided to take out half the money and not the other half and I uploaded my documents again and he reopened the investigation and told me that I would get the provisional credit back which I never did. They close the case again this time I got it reopened and investigated by the CEOs office when asked if I didnt make the charges then why was the IP address the same and I explained to them my phone was stolen and you had proof of that and documentation I reported it immediately. Also, you have a no fault and no liability clause. As long as I report the fraud which I did as soon as I was able to I tell them you also took the money back earlier than you said I got no notice. You just withdrew it now my bank account is negative checks and payments that I had coming through for returned return check fee fees late payment my XXXX pay from the XXXX  not being deposited because my account closed so I have to wait a month maybe longer for a paper check to come my accounts been reported to the check place or checking account thing I informed them of all this I even informed him that I was arrested because of the bad check that bounced because of them Ive demanded my account to be reopened. Ive demanded the money be put back in there. Ive reported everything they have proof of my identity theft they have everything in the top it off. They clearly state any charges that are unauthorized on your debit or credit card and reported immediately theres XXXX liability for our customers, but yet I have provided and proved everything and because the merchant said, I clicked the box and said yes Im this person even though I didnt have my phone or anything else during this time that its still legit theyre not in compliance with regulation E theyre not in compliance with their own rules and regulations youre doing deceptive business, practicing falsely advertising things to their customers that arent true at all

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