Consumer complaint received 2025-07-28 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
On XX/XX/2025, my XXXX  grandfather was having issues logging into his USAA account - the same account I am a joint-account holder of. I went to visit and help him by calling USAA to unlock his account from his failed log in attempts due to incorrect password entered. I was able to unlock the account and change the password that afternoon. I saved the new password to his device and he was able to log in to see if the new password would work. 

Additional background is also needed. My grandfather had XXXX XXXX on XX/XX/XXXX and was XXXX  until XX/XX/XXXX due to complications from the XXXX. He was very weak and ill the weeks following his discharge so he was unable to do his daily checks on all of his devices, banking, investments, emails, etc. 

Tuesday, XXXX, XXXX, my grandfather received alerts from USAA stating there were fraudulent charges. He tried to log in with the new password I created just 2 days prior and was locked out of the account, again for too many incorrect password attempts. 

The following day, Friday, XX/XX/XXXX, I visit again to help resolve the problem. Because of the multiple locks on the account and possible fraudulent charges- USAA needed my grandfather to confirm his identity by sending photo copy of his drivers license to USAA to do a background check to confirm it was indeed him speaking to them. I was told it would take 3 business day to the check then we could call back to unlock and change the password again. That evening, another check was withdrawn from the account. 

Saturday, XX/XX/XXXX his identity was confirmed but his account was still locked for logging in online. I asked why the account was still locked after confirming the identity- if there were fraudulent charges, we needed to get into the account to review and dispute them if needed. I was then transferred to the fraud department to be informed for the first time that multiple checks had been withdrawn from the account. The USAA fraud rep told me, to get POA on the account so I can call to discuss the situation on my own time because theres a lot going on with the account. I was never told the amount of money missing from the account nor how many transactions had occurred. He only mentioned one check with a XXXX transaction. I asked when could we see the money refunded back into the account. He then told me that the investigation would take 3-5 business days and since it was a Saturday to call back Tuesday for an update. He then froze the account for further transactions to be blocked. 

Monday, XX/XX/XXXX, I call for an update. It was a brief phone call with USAA fraud and the gentleman informed me that today, Monday XX/XX/XXXX was day 1 of 5 for the investigation and we should start to see refunds popping up in the account towards the end of the week and that we would not be informed when the refunds would occur, they would just appear in the account. I asked how many transaction will be refunded and what was the total that was stolen. XXXX transactions totaling to {$95000.00}. So, we wait all week and see no refunds. 

In the meantime, we are moving my grandfather into an assisted living facility. My grandfather still does not have access to his online account but because I am a joint-account holder I can see the banking account when I login to my USAA account XXXX On Wednesday XX/XX/XXXX, I received an email followed by an USAA alert from the app that a check was presented to the account for {$5700.00} and if it is fraudulent to call USAA to dispute. My mom called for me as we both now have POA on the account. The lady in the fraud department said she had no record of USAA contacting me regarding that transaction - email nor USAA alert. She didnt even see the supposed check that was presented to the account. The account was frozen from the previous fraud agent who froze the account on XX/XX/XXXX but according to the new fraud agent, the account had never been frozen. She then said that this was no longer just a fraud case, this was an account take-over due to the password changes and unfreezing of the account. She submitted a new case for investigation since the previous and original one ( submitted XX/XX/XXXX ) hadnt moved in status. She also stated that refunds take up to 10 business days, not 3-5 and we were misinformed. She then froze the account for the 2nd time. 

2 days later, Friday XX/XX/XXXX I discover the account has been unfrozen, again. My mom calls USAA fraud, again. I am added to the call and we spend the next 4 hours on the phone, starting a new investigation claim because again, the others havent moved in status and he stated that that whoever submitted the claim didnt provide any backing information to support each fraudulent charge. We gave him the full background of my grandfathers XXXX  dates and when he moved to my mothers house. 

According to him, oveXXXX XXXX XXXX  were used across the country from Ohio, XXXX, California, Tennessee, XXXX, Florida, starting XX/XX/XXXX at XXXX. ( the day he XXXX  at the XXXX XXXX  ). We asked for a copy of all of the information he gathered regarding those XXXX  and he said he would have to submit a request for us to receive a copyand we still havent. 

He submitted a new claim and froze the account for the 3rd time and ensured us that the type of freeze he applied to the account would require either an approval from my grandfather, mother or myself by receiving a phone call. The following morning, Saturday XX/XX/XXXX, the account was frozen with the same status from the previous night. Sometime between XXXX that afternoon, the account was unfrozen, again. I call USAA immediately to ask why it would be unfrozen. She said that if they complete the investigation and do not find any fraud they will suspend the lock and freezing of the account. I asked her how did a claim that was submitted less than 24 hours ago, on a Friday night when things take business days, be investigated and complete? I asked her for the status of the claim the gentleman made the night prior with all of the supporting evidence of fraud and account takeover. She said it was still active and under investigation. I asked her then why was my account unfrozen if thats the case? I asked to speak to a supervisor and she put me on hold then hung up on me with no return call.

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