Consumer complaint received 2024-09-16 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AR

Complaint narrative:
On approximately XX/XX/year>, I was shocked to discover that my checking account had been hacked and had a negative balance of over - {$4000.00}. I immediately contacted USAA and filed a fraud complaint to initiate an investigation. During the call, I inquired about my recent purchase for a family vacation to XXXX XXXX. A few days earlier, I purchased a family meal plan for our XXXX XXXX vacation from XX/XX/year>, to XX/XX/year>, and I wanted to confirm that the fraud hadn't affected this purchase. The customer service representative informed me that a dispute had been filed for that purchase, of which I hadn't been aware. Upon checking online, I found that someone had logged into my account and attempted to dispute the transactions through chat without my knowledge. This situation requires urgent attention to prevent further financial impact. 

About two weeks later, I received a call from the office of the CEO at USAA informing me that I wouldn't have to reimburse the {$4000.00} that was fraudulently taken from my account and that it was an account takeover. However, at the beginning of XXXX, I found that my account still had a negative balance of {$4000.00}. After explaining the fraud situation to another representative, I was told that I had been given the wrong information and that I would have to pay back the funds. 

On XX/XX/year>, I received a call from my son, who attends college at XXXX XXXX XXXXy, along with USAA on a conference call. We were informed that he couldn't access the funds from his college financial aid refund because his account was associated with my negative balance due to the fraud. Although his account was initially set up as a youth account, it became a regular checking account when he turned XXXX. I had not been informed that my name was still on the account, and I didn't know I was supposed to call to remove it. The representative on the call stated that if I didn't pay the negative balance by XX/XX/year>, the bank would close both of our accounts and issue his money through a check, as depositing it in my account would be illegal since it was in his name and he hadn't authorized it. The representative assisted with filing a complaint to remove restrictions from my son 's account so he can access his funds, explaining the importance of resolving this issue, being that my son was threatened with eviction due to not having access to his funds. I received a call on XX/XX/year>, from XXXX from the CEO 's office. He informed me that my son would not have access to his funds and that they would take the money from his account, which is his financial aid refund and GI bill, to apply to the negative balance in my account. I expressed my frustration and told him what the representative said about my son 's funds being issued to him through a check if my account would be closed on XX/XX/year>. XXXX stated that he would look into the issue. 

Additionally, he would look into the issue with the representative from the office of the XXXX, who told me that I wouldn't be responsible for paying the funds back associated with the fraud. I then reminded XXXX that he had already looked into the XXXX representative who told me I wouldn't have to pay the funds back, and he told me that I was right ; he listened to the recording calls, and in fact, the representative did tell me I would not have to pay the funds back, and he would address them accordingly. XXXX then tried to backtrack and stated he only said he addressed the less empathic representative. I corrected him and told him almost verbatim what he said to me, and I asked if he was calling me a liar and if he was telling me he didn't say that. He responded, " I'm not saying I didn't say that, '' he asked if there was anything else he could help me with, and the call ended. I want this issue resolved since it affects me and my son.

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