Consumer complaint received 2025-12-23 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: NC

Complaint narrative:
I am submitting this formal complaint to document extensive fraudulent activity on my account, repeated failures to secure my account, inconsistent information provided by representatives, and the improper handling of multiple fraud claims. 

Timeline of Events : XX/XX/year> I submitted a fraud dispute for an unauthorized transaction totaling {$2500.00} that occurred the evening of XX/XX/year>. During my initial call, I was informed the issue was being handled. However, during a follow-up call on XX/XX/XXXX, I was advised that the prior representative I spoke with was an imposter and not a legitimate USAA employee . I was then told my account would be placed on a fraud alert, a claim would be filed, and my account would be frozen. This claim was closed on XX/XX/year>, and the disputed funds were credited back to my account. 

XX/XX/year> I reported additional fraudulent activity involving three unauthorized transactions of {$2500.00} each, totaling {$7500.00}. 

During a morning call, I was informed that my account had never been frozen despite previous assurances. The representative stated they would place my account on fraud alert and freeze it. 

Later that afternoon, after a third series of unauthorized transactions occurredincluding {$5000.00} deposited, {$2500.00} withdrawn, and another {$5000.00} withdrawnI contacted USAA again. The representative stated there was no fraud activity on my account and confirmed that my account was still not frozen. This claim was later closed on XX/XX/year>, without reimbursement. 

That evening, I spoke with another representative who informed me that three mortgage payments of {$840.00} each had been disputed and refunded without my knowledge or authorization. I explicitly stated that I did not initiate or approve these disputes and was never notified. One payment was successfully reversed ; however, the remaining two were recredited and immediately withdrawn by the fraudster. I was also informed that my account remained unfrozen despite ongoing fraudulent activity. This claim remains open. 

XX/XX/year> My mother, the primary account holder, contacted USAA on my behalf. At that time, my account was finally frozen, credentials were changed, and unauthorized devices were removed. I was informed that an unknown laptop had been accessing my account from XXXX  and XXXX  since XX/XX/year>, which had gone undetected for several months. 

XX/XX/year> I contacted USAA for a status update and was informed that my account balancenearly {$4000.00} negativewould not be reimbursed and that I was responsible for repaying funds resulting from the fraudulent activity. I escalated the matter to two separate managers and formally requested documentation supporting this decision, including claim findings and evidence. These requests were denied. I was told documentation could only be requested after the claim was closed ; however, no documentation has been provided, and no claim details are currently visible to me. 

Summary : Nearly {$15000.00} in documented fraudulent activity Repeated failures to freeze my account despite multiple reports Unauthorized disputes filed without my consent Conflicting and inaccurate information from multiple representatives Denial of reimbursement and refusal to provide claim documentation Prolonged unauthorized account access dating back to XX/XX/year> I am formally disputing the decision to hold me financially responsible for funds I did not authorize, withdraw, or benefit from. I am requesting a full review of my account, complete claim documentation, reimbursement of all verified fraudulent transactions, and a written explanation of USAAs findings and decisions. 

This matter has caused significant financial harm and distress, and I am requesting immediate escalation and resolution.

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