Consumer complaint received 2024-12-26 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: TX

Complaint narrative:
To whom it concerns, USAA XXXX XXXX XXXX. A USAA Checking account was opened in my name in or around XX/XX/XXXX. I was not made aware of this account until last week XX/XX/XXXX. When I received an email from USAA Which stated the following : New Address Needed to Deliver Teller 's Check. It says the Tellers Check Number is XXXX and the amount is {$210.00} Which is made out to me XXXX XXXX. However then it shows an address XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Which I have not lived at. I tried to see if I could recover a USAA XXXX XXXX  Through my social security number. When attempting to do so it tried texting a phone number that again, I have never owned. ( XXXX ) I called in to customer service as the letter instructed, and I advised that I have not lived at that address but that they are trying to send me a tellers check and sending it to the wrong address so it's being returned as undeliverable. I advised that, and the USAA Agent in Member Security told me that they can not do anything or assist me unless I send my identification in through their website usaa.comXXXX which I DID. The Agent also advised to put my current phone number in there when I upload the ID. They told me once ID Verification was completed that they would be able to " Restore Access '' Granted I never had access prior. USAA Told me they wouldn't speak to me until the Profile Recovery unit was able to contact me. I waited and waited, and was told someone would call me back from that unit. Then I receive another email following that telling me that I needed to call in that the government ID was received to please call in to reestablish security credentials. Which I DID. Previously, I was a victim of identity theft, and USAA was added to my XXXX XXXX XXXX  because of the identity theft. I was told that once the bankruptcy was XXXX I could reestablish online access and re apply for a checking account once the bankruptcy discharge was complete. Which was completed in XX/XX/XXXX. When I finally gained access to their site, I noticed that there was a previous checking account, and it had previous statements that I never received in any lifetime. I opened each statement 1 by 1 and found an account that had previously been opened XXXX. Now I am not sure whom they sent these statements to, and or who utilized the account but it wasn't me. It shows an Address of XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Again never lived there. The reason I am filing a complaint is for a couple of reasons, for one the statement shows NUMEROUS Fraudulent transfers that occurred and numerous fraudulent transactions. I want to know whom they sent the debit cards to because it wasn't me. Also, Why did they never send copies of my statements to me at any point in time. I have never received a SINGLE Statement from USAA. Until Yesterday when I opened each one that is about to expire. I am appalled that USAA Would allow Member security to be compromised like that and for someone to steal funds from me. First and foremost I did not register with XXXX through USAA At any point in time, and I see that USAA Allowed several XXXX XXXX XXXX XXXX XXXX XXXX, Who is that? Why did you allow that person to steal my money? Why was I never sent copies of my statements? What happened to the statements? Did they get mailed to this person? Secondly, There are about XXXX Withdrawals to a XXXX XXXX XXXX XXXX So clearly that person obtained the debit card and was able to make withdrawals from the account? Secondly, there are several other XXXX XXXX XXXX XXXX XXXX XXXX  that occurred from XXXX and I am so shocked that I never was made aware of this prior. I am beyond frustrated because I was never sent my statements. There is another transaction to a XXXX an ACH Transaction for {$3100.00} I have never attended XXXX in my life. So you allowed {$3100.00} of my money to be ACH out of the account to a school that no one I know attended? I did not grant authorization to any other person to make this payment either. At this point USAA owes me a refund for the {$3100.00} along with the XXXX XXXX, and along with the XXXX Withdrawals that they let occur several times, within the same consecutive days. I am talking like 25 Withdrawals of {$400.00} each. Someone was having a field day on my accounts. Lastly, I should be entitled to open a new checking account at this point, and USAA has my profile flagged. It does not allow me to apply for a checking or savings account it just auto declines me and doesn't even let me go through the application process. Even though my Bankruptcy IS ALREADY Discharged. It has been since XX/XX/XXXX. I want USAA To provide a refund by Cashiers check for ALL OF the fraud that they allowed to occur consecutively, I also want USAA To open a Checking and Savings account for me since I never got to use my previous account because they allowed account take over fraud. Someone sat there and raided my account of my hard earned money. I should be entitled to a refund since I never received the statements until Yesterday. I should also not be auto declined for checking or savings account because of a past bankruptcy as this is discrimination, and bias. USAA advised me they would allow me to open a new checking and savings account in the future but instead has a auto decline flag set. Which has not been removed. Please see the fraudulent transactions below that USAA owes a refund for at this time. Also I never had any accounts with XXXX XXXX XXXX and I did not have any accounts with XXXX XXXX XXXX XXXX XXXX. I also did not make transfers from Savings to Checking. All of these transactions occurred during the account take over fraud. At no point in time were any of these transactions authorized. 
XX/XX/XXXXXXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA  XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX USAA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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 explanation