Consumer complaint received 2025-11-07 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:
To : USAA Official Complaints Department / Fraud Department From : XXXX XXXX XXXX Account Numbers : XXXX Subject : Formal Complaint Regarding Documented Forgery, Gross Bank Negligence, and Unfair Seizure of XXXX XXXX To Whom It May Concern : I am writing to file a formal complaint regarding a series of negligent actions by USAA that have enabled documented forgery, resulted in theft from my account, and have now caused me extreme financial hardship by seizing my XXXX XXXXXXXX compensation. This complaint details a pattern of obstruction, contradictory excuses, and a refusal to investigate from the highest levels of USAA. 

Here are the facts of my case : The Initial Fraudulent Transaction My checking account, XXXX is my sole account where I receive my XXXX XXXXXXXX income. 

My ex-wife, XXXX XXXX, was removed from this account with a judges approval after she had stolen money previously. 

Separately, XXXX XXXX had a tractor loan, also serviced by USAA. I am not a party to this loan. 

USAA allowed an unauthorized transaction of {$1000.00} from my sole account to pay for XXXX XXXX separate tractor loan. 

USAAs Obstruction and Contradictory Excuses When I immediately disputed this theft, USAA refused to provide any information, claiming my name was not on the tractor loan ( despite the fact it was my money stolen from my account ).

Later, USAA claimed the transaction was valid because the tractor had been paid from that account before ( referring to when her and had shared joint accounts ) * This excuse is provably false. USAA had denied the exact same transaction attempt from XXXX XXXX the month prior, precisely because my name was not on the correct accounts. 

My attempt to escalate this was met with extreme prejudice. I wrote a desperate, honest email to a new USAA Vice President. In response, I received a phone call from his secretary, who I felt was inappropriately angry and basically said oh well. 

Discovery of Forgery and Gross Negligence * I finally spoke with someone in XXXX of 2025 in the fraud department over more thefts from my Ex-wife and was informed that my wife at the time had added me onto her bank long enough to get into my account and send the transfer. USAA seen this as suspicious and fraudulent and did the only thing, the right thing and returned my {$1000.00} after nearly 2 years of unjust treatment.

Based on this definitive proof of forgery, your department refunded the {$1000.00} to my account as a provisional credit.

Believing USAA had finally acknowledged the truth and the documented crime, I used those funds in good faith over the next several weeks. 

On XX/XX/year> USAA reversed its decision and seized the {$1000.00} back from my account, putting my account into a negative balance of over {$1000.00} When my next XXXX XXXX compensation was deposited, USAA seized the entire check.My account remains in a negative balance, and I have been left with XXXX funds to live on.

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