Consumer complaint received 2024-09-11 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Banking errors
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ

Complaint narrative:
On XX/XX/year>, I logged-in to my Checking Account with USAA, an account I have had for XXXX years. I noticed a {$4000.00} Check Withdrawal from my account, which I did not authorize. Upon reviewing the Check Image, I noticed the name printed on the Check was not my name, nor was the address mine. I live in a completely different state. I was not able to see the account information at the bottom of the Check, which was redacted for security reasons. The back of the Check Image had information of a XXXX XXXX, not USAA, where the Check was cashed. 

Upon seeing this, I immediately called USAA. I mentioned having no idea who the person was and expressing my deep concern with {$4000.00} being taken from my account. I said that I believed it was either an error or very sophisticated Fraud. The Representative XXXX XXXX XXXX told me she could see the full Check Image and that the Account Information matched mine. I later found out this was a lie and that the Account Number on the Check was not the same as my Checking Account. The Representative told me she opened a Fraud Case and a Financial Crimes Case for Investigation. I asked when I would receive my {$4000.00} back and she told me that whenever the Fraud Investigation finished, they would inform me of any resolutions, credits, etc.

I was really concerned and kept asking how something like this could happen, when I would be made whole, if it would happen again, if my account was safe, etc. The Representative told me to relax and let the process happen. Later that day ( XX/XX/year> ), I uploaded a document that included all the work I did on my end contacting law enforcement, contacting the XXXX XXXX where the Check was cashed, looking-up the person whose check was used, etc. 

I called back again on XX/XX/year> since the {$4000.00} was still missing from my account and USAA never followed-up. The Representative I spoke to told me to relax and that USAA had the best Financial Crimes Team in the country. I expressed concern again about how this could happen and was again told that the account information on the Check Image, which was redacted in my view, was mine. I was actually chastised for even asking if it was possible that USAA made an error. 

On XX/XX/year>, I called USAA again. I still hadnt received any communication or contact and my concerns about account safety continued to grow. My Call was transferred to Fraud and after 57 minutes on hold, I was hung-up on. I called back and asked to be elevated. The individual I spoke to told me that he needed to file another Fraud Claim/Investigation and said if I was so concerned with the safety of my account, I should open a new Checking Account. I stated that I felt diminished and was being treated as a nuisance vs. a Member with XXXX years. I also asked why I couldnt get a straight answer or any resolution, only comments about being our first caller from the XXXX XXXX or you are calling too much, etc. {$4000.00} was stolen from my account, under a name that wasnt mine, and I wanted answers. Thats what my Banking XXXX owes me. I was promised a call from a Director in Fraud by XX/XX/year> ; however that call never came. 

I called USAA on XX/XX/year> and unbelievably was told that my case was closed on XX/XX/year> under the disposition No Fraud, Member should open new Checking Account. I expressed how unbelievably frustrating this process has been and how mistreated I was/am. The Representative told me they would share my feedback. I also said that I needed something official so I could tell Law Enforcement to stop their investigations.

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 non-monetary relief