Consumer complaint received 2024-07-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV

Complaint narrative:
Subject : Fraudulent Activity on My USAA Accounts On XX/XX/2024, I received an email notification regarding a new external account added to my USAA accounts without my authorization. The email stated : " Dear XXXX XXXX, We're committed to keeping you informed about important changes to your account. Our records show that on XX/XX/2024, at XXXX p.m. CT, you requested to add the following external account to your list of available accounts : External account number ending in : XXXX Account holder : XXXX XXXX Please note that you may have authorized USAA Federal Savings Bank to add the external account when you opened a new product or service. 
This account can now be used for paying USAA bills and for funds transfers. If you haven't already done so, you can verify ownership of this account using the USAA Mobile App or XXXX '' Immediately upon receiving this notification, I contacted USAA to report the unauthorized activity. The agent initially informed me that the addition of the account was legitimate, but I insisted that I had not authorized it. 
New External Account Added Dear XXXX XXXX, We're committed to keeping you informed about important changes to your account. Our records show that on XX/XX/2024, at XXXX p.m. CT, you requested to add the following external account to your list of available accounts : External account number ending in : XXXX Account holder : XXXX XXXX Please note that you may have authorized USAA Federal Savings Bank to add the external account when you opened a new product or service. 
Paying Bills This account can now be used for paying USAA bills. 

Funds Transfers If you haven't done so already, you can request to use this account to transfer funds. Complete these additional steps using the USAA Mobile App or usaa.com : USAA Mobile App Simply log on, then : 1. Select " Search '' from the bottom menu.

2. Type " Manage Accounts. '' 3. Select " Manage Accounts '' option. 
XXXX. Select the account ending in XXXX. 
XXXX. Select " Verification Needed '' and follow the steps to verify ownership of your external account.

XXXX Simply log on, then : 1. Select " Banking. '' 2. Select " Manage Payment and Transfer Accounts. '' XXXX. Select the account ending in XXXX and follow the additional steps under " I Want To '' to verify ownership of your external account. 


I called USAA asap to report this activity. The agent told me that it was fine because the account have been approved or verified. This is cancelled. 
Despite my report, on XX/XX/2024, I received further alarming emails on XX/XX/2024 : XXXX notification stated that {$2500.00} was transferred into my account from the unauthorized external account on XX/XX/XXXX. 
Another notification indicated that {$5000.00} was transferred out of my account to a stranger 's account, also from XX/XX/XXXX. 
Again, I promptly contacted USAA to report the fraudulent transactions and reiterated my previous concerns about the unauthorized external account. Following this conversation, USAA proceeded to lock all of my accountsthree checking accounts and one savings account. They have informed me that I can not recover the lost funds and that all my accounts remain frozen. 
This situation has caused significant distress and financial hardship. I am urgently seeking resolution and request immediate assistance to investigate this fraudulent activity and restore access to my accounts. 

Sincerely, XXXX XXXX

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief