Consumer complaint received 2024-09-03 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:
On XX/XX/XXXX usaa received several phone calls from a fraudulent party pretending to be my wife. The fraudulent party was able to deposit a clearly fraudulent check as you can see by the signature and the check number not matching. It took me 10 months to get a copy of this check and get the information that I did from the security and fraud department that the ceos advocacy group said I would need a subpoena for. Anyway they allowed said party to deposit the check and place XXXX stop payments on my mortgage for the months of XXXX and XXXX of XXXX. Reason I know that it was usaa who took the phone calls from an unauthorized number and then allowed the fraudulent party to do as they did is there security department told me they have transcripts of the calls which they will not release stating they are proprietary in nature. XXXX hours this party located in XXXX as theyre fraud department told me and my wife when we called in was able to deposit a bad check, put the stop payments on the automatic ach withdrawals, and send out {$4300.00} thru XXXX XXXX They say that is our fault because the fraudulent party had our login credentials but what do they have to do with theyre bank accepting the bad check and taking the phone calls where was the verification? The 4 digit pin that shouldve been taken when they accepted the call or anything else? I informed them that everything that a person would need is the credentials to access someones account because you can generate the security token from the app dob social all found easily on the app. But what about the security question? The 4 digit code? I had {$250.00} at the beginning of the day the ach withdrawals total {$3700.00} or so, so how did the fraudulent party get {$4300.00} out without initially accepting the fraudulent check? You cant and by law at most they shouldve held everything but {$220.00}. They held a cashiers check for {$8000.00} 2 months prior didnt even give the allowed {$220.00} stating NSF for 10 days but allowed my account to go negative and hold me responsible for it. Wake XXXX  XXXX up CFPB XXXX {$15.00} XXXX dollar fine assessed on usaa for similar efta violations and yet I have to go thru a mental breakdown lose my business my car and possibly my house cause everything stated above usaa made me pay for. And how many lawyers want to fight usaa no one Im working on getting the attorney general of Texas involved now they have a copy of the police report stating Texas penal code XXXX was violated meaning funds were taken fraudulently they have the email from the sergeant of the detectives stating its been sent to the secret service Im currently talking with the original issuers of the bad check to find out where it was originally cashed so I can give that info to the fbi and so on to close down the funding of XXXX  but you cant even XXXX help me get my money back. USAA XXXX XXXX you being who you are how could you XXXX allow this to happen I dont give XXXX XXXX whos feelings I hurt. This debacle has made it to the point I cant even leave my house due to XXXX XXXX XXXX and so on. XXXX do something what am I and the rest of the people paying for.

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