Consumer complaint received 2025-02-02 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
The incident began with fraudulent charges on my debit card of amounts of {$0.00} and {$470.00} ( twice ) on the XXXX of XXXX. I called USAA and spoke to the Fraud department about the charges and I was sent a new debit card and that a fraud ticket was submitted to see if I was going to need to open a new account. Said it would take 35 business days to decide. I get a call on the XXXX of XXXX from who I thought at the time was USAA ( XXXX ) XXXX because it was there exact number. Spoke to the individual ( imposter ) who said he was going to help me with the security of my account. Because of the fraudulent charges a few days back it all made sense to me, so I was asked my phone number and pin. On the XXXX of XXXX I checked my bank account and all my money was withdrawn from both my Checking and Savings accounts. I called USAA again and told them about the fraud transfers that were scheduled to be delivered to the unknown account on the XXXX of XXXX and asked to put a Stop Payment on those transfers. They told me that they were unable to do so because they couldnt track where the money was going and that I would need to call back on the XXXX in order to put in a dispute for those charges. Looking through the transfer records, the amount of {$66.00} was transferred from my savings to my checkings without my consent or knowledge, following that, the amount of {$770.00} was transferred out of my checkings account. Before these transactions I had a begging balance of {$770.00}. I noticed in my savings account, with a beginning balance of {$1000.00}, that an amount of {$2500.00} was transferred into my account from an unknown account, without my consent or knowledge. Then the {$66.00} was transferred from my savings account to my checkings as described above. My balance in my savings was now {$3500.00}. Money was then transferred from my savings account in the amounts of {$500.00}, {$990.00}, {$990.00}, and {$990.00} to an account unknown to me without my knowledge or consent. I told all this to USAA as the put in another Fruad investigation. Since then I opened two new accounts and changed my pin and login information to my USAA account. On the XXXX of XXXX I noticed that my savings account was in the negative of - {$2400.00}. I called USAA again to ask what the status of the investigation was and told them that the {$2500.00} wasnt my money to begin with. I was told by the representative that with all the findings of the investigation I was at fault due to the account being mine that the money came from and I was going to have to pay back the {$2400.00} debt. I put in a request to reopen the investigation and added more information that was missing, such as the account all the money came from and was deposited into wasnt my account and I had no access to it nor could I see the account. I asked what day was the account established and the representative said that it was created on the XXXX of XXXX, which is the same day I received a call from USAA ( imposter ). Now I am seeking additional assistance with this situation because I believe my bank has failed me even though they state they have a zero % liability policy on fraud and turn right around and tell me I am 100 % liable.

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 monetary relief