Consumer complaint received 2024-09-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
Whats the point of the CFPB if you dont even follow your own rules and allow people like usaa to do as they please. Based on your rules they state that when asked usaa should give me the identification of the access device used to make the fraudulent deposit they refuse stating I need a subpoena but your rules say otherwise. Your rules also state that negligence cant be the only reason why I am denied my money. You allow them to do all this and not talk about the fact they have the police report stating that the money was taken fraudulently they have the email from the detective stating its been handed over to the secret service. You allow them to lie to you and say they investigated what the XXXX did they investigate I never got a copy as your rules state I shouldve when asked. Along with the disputes I filed never got any information on what was used to deny them. They stated in this last response that subsequent phone calls revealed but yet in there first and several after say that it was found out immediately that a loan was signed for. But yet they dont even have any proof that a loan was even applied for do they? They failed to inform you that there rules state that any ACH disputes for automatic payments have to be disputed by phone cant be done online. Then who made the call? Wasnt my wife as they state, attached you will find the transaction history please take note to the fact that the fraudulent check was immediately included in the balance but yet transaction reports from there bank say its on hold please also take note my savings account aka over draft protection balance is XXXX which it still is today. So how is it that {$4300.00} was taken out thru XXXX XXXX if the check wasnt initially deposited and not put on hold its impossible thats why the transaction report says it was returned on the XXXX so taken back out. They allowed the fraudulent party into my account via telephone generating a security token from the app allowed 4 different access devices that we did not approve into my account they allowed my debit card daily limit to be increased and that money taken out. If I were trying to take out the money myself you think I wouldve been XXXX enough to try and take money out 3 more times which there system doesnt show. Also Ill show that I asked for a refund several times for that money back now why if I was taking my money out why would I ask for it back? So there rules and yours state that no transaction can be deemed necessary for an account to be put into the negative especially {$450.00} negative which is what they allowed I literally had to pay them to use my account again with restrictions so harsh that I left there bank and they continued to allow transactions to put me in the whole enough to charge off the account. By the way usaa I never said 2 months 10 XXXX days for a cashiers check to be released didnt even give me the {$220.00} allotted by the law the CFPB states should be released immediately. Being theres no more local and or out of state checks cause theres only 1 federal reserve so that XXXX XXXX you fed me you continue to feed the CFPB. 10 XXXX days for 2 nsfs in the previous 6 months when at the time and for over a year I was averaging {$16000.00} in deposits and withdrawals its XXXX XXXX. Theyve broken so many laws from the XXXX, XXXXATRIOT ACT, PUBLIC LAW 108-100 and the EFTA and commit perjury on a daily basis and yet you allow this. If I could file suit against the CFPB I would for there blatant negligence of theyre own rules and regulations. Same with the OCC and Ive already told the attorney general of Texas that if he doesnt do something with the proof I gave him XXXX file charges of dereliction of duty to have him removed from office. Laws are meant to protect people like me and in this case no one is following any of the laws that are in place. This will be my last try as tomorrow legal counsel is taking over finally I cant wait for the day that we get to see each other in person.

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