Consumer complaint received 2024-04-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: IL

Complaint narrative:
**I am XXXX and XXXX hours ahead from my time zone at home ; I am translating all times to CST*** XX/XX/year> : Received a text from USAA at XXXXXXXX XXXX asking if I had authorized a {$1000.00} XXXX payment . I replied No at XXXX CST. 

Received a call at XXXX my time from USAA XXXX I missed this call as it was XXXX where I am and I was asleep. 

Received and answered a call from USAA at XXXX. This call was XXXX minutes after I responded to the text identifying that someone else had accessed my account. USAA identified that an individual had added their e-mail address and their phone number to my USAA account. The representative I spoke with said that my account would need to be transferred to a new number and my funds moved. To the best of my knowledge, this never happened. Due to my speaking with USAA and being told that my account would be flagged and the issue resolved, I took no further action. 

XX/XX/year> : Around XXXX, my ex-husband/children 's father ( XXXX XXXX XXXX, XXXX XXXX called me to ask if I was moving money out of our children 's accounts. I was not. It was at this point I knew that regardless of my account 's compromised security being identified, something had happened. XXXX child 's account went from {$1900.00} to {$780.00}, with a handful of transactions having taken place between XX/XX/XXXX and XX/XX/XXXX. The other child 's account went from {$1900.00} to {$5.00}, with XXXX transfer of {$1900.00}. 

At this point, I went into ALL of our accounts. 

XXXX of my sons ' accounts showed : XXXX XXXX : Incoming transfer for {$3000.00} ( FROM MY ACCOUNT ENDING IN XXXX ) XXXX XXXX : Outgoing transfer for {$4800.00} ( TO ACCOUNT LABELED NEW CHECKINGS ENDING IN XXXX THAT WAS ADDED TO MY ACCOUNT. ***THIS IS NOT MY ACCOUNT. ) XXXX XXXX : Incoming transfer for {$1000.00} ( FROM MY ACCOUNT ENDING IN XXXX ) XXXX XXXX : Incoming transfer for {$2500.00} ( FROM MY ACCOUNT ENDING IN XXXX ) XXXX XXXX : Outgoing transfer for {$2800.00} ( TO ACCOUNT LABELED NEW CHECKINGS ENDING IN XXXX THAT WAS ADDED TO MY ACCOUNT. ***THIS IS NOT MY ACCOUNT. ) My other son 's account showed : XXXX XXXX : Outgoing transfer for {$1900.00} ( TO ACCOUNT LABELED NEW CHECKINGS ENDING IN XXXX THAT WAS ADDED TO MY ACCOUNT. ***THIS IS NOT MY ACCOUNT. ) My account showed : {$2100.00} transferred out of my account and directly into NEW CHECKINGS in addition to all the money transferred from my account to the boys account before final transfer to NEW CHECKINGS. 

I spoke with XXXX individuals from USAA at this point. The first XXXX were not helpful and not understanding and were clearly giving me the lowest-level textbook answer without any empathy or outside thinking. The next XXXX were more friendly but there was ultimately no resolution other than filing a case with the fraud department to investigate. I was told the fraud department would call me yesterday ( XX/XX/XXXX ), but they did not. That shows me that they have XXXX concern for mine and my children 's livelihood, as our funds have mostly been depleted at this point. 

XX/XX/year> ( today ) At around XXXX, I received an e-mail from USAA stating that I " successfully updated '' my email information. I had NOT gone in there and updated my e-mail information. So, I logged in to see that someone had put a new e-mail in my account that was XXXX digit different than mine. I then removed that account. When I went to log in again a couple minutes later, I could not receive the six-digit security code to my phone because someone had ALSO changed the phone number in my account. I resolved this and called and had that number removed, but considering this individual has broken into my account last week and early this week, I have XXXX faith that it won't happen again and will deplete the remainder of my funds, which are set to pay my mortgage and car payments this week. 

There are more details, but that is the best I can do in this form. If an individual would please reach out to me, I will be more than happy to answer any questions.

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