Checking or savings account -- Managing an account -- Complaint #10059354
Complaint Overview
Complaint ID: 10059354
Company: United Services Automobile Association
Product: Checking or savings account
Sub-Product: Checking account
Issue: Managing an account
Sub-Issue: Deposits and withdrawals
State: California
ZIP Code: 93955
Date Received: 2024-09-06T12:00:00-05:00
Date Sent to Company: 2024-09-07T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
In XX/XX/2024, I was the victim of a massive account takeover to all of my checking and savings accounts with USAA. The thieves called the bank, pretended to be me, ordered a new debit card and changed the address. The debit card was mailed to an address in XXXX. I live in XXXX Meanwhile, they made online charges and emptied my accounts. They even said my mortgage payment was fraudulent, revoked that, and then spent that. This happened in a matter of 24 hours. I was in touch with the bank at the time, and they froze my account. I was in touch with the bank during that time and they were able to investigate the fraud claims and reversed nearly all of them except for two : Two {$300.00} ATM withdrawals that occurred in Florida in that same 24-48 hour period of theft. After receiving the initial denial of these remaining fraud claims, they told me to write them a letter disputing the claim. I did. They denied the claims again and revoked the provisional credit they had given me of {$600.00} during the height of the fraud resolution. After that, I had several interactions with USAA 's frontline customer service reps, as well as their escalated " Member Resolution Services '' teams. Every time I spoke with " Member Resolution Services, '' they said saw the problem and would consult with the fraud team about it. I never heard back from anyone on it until I called an insisted that a member of the fraud team call me. When I spoke with a member of the fraud team, they said the issue had been take to their " Account Takeover '' Division, which is different from the " Fraud '' Division. I never heard back from them. I called USAA again during the summer to demand a resolution to my third or fourth dispute of the fraud claim. They gave me another provisional fraud credit of {$600.00} while they investigated again. They again denied the fraud claim and revoked the provisional credit. I have had {$600.00} stolen from my USAA account as a result of this fraud. I requested all of the documentation used by the fraud/account takeover divisions to make this decision and will include it as an attachment. I told them I would be reporting them to the Consumer Financial Protection Bureau. After this case is settled, I will leave USAA.
Frequently Asked Questions
What is Complaint #10059354 about?
Complaint #10059354 was filed against United Services Automobile Association regarding Checking or savings account specifically about Managing an account. It was received by the CFPB on 2024-09-06T12:00:00-05:00.
How did United Services Automobile Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Checking or savings account) and describe your issue in detail.
Can I see other complaints against United Services Automobile Association?
Yes, visit the United Services Automobile Association company profile at readthecomplaint.com/company/united-services-automobile-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.