Checking fraud with no help

Our account was hacked and teller checks were issued fraudulently. Even after the account was empty, USAA allowed another teller check to be issued, leaving a negative balance. Those checks were mailed out somewhere. The fraud was reported as soon as it was noticed on July 24.
24 days later (17 business days), we do not have any resolutions or account restorations. We have not had any communication from USAA unless we initiate it. Each time we call, it is an hour on the phone to repeat the entire scenario always with the conclusion of "give us 3-5 business days". Speaking to a representative today, there is no accountability for the fraud department. No timeline they must adhere to or any way to reach the department.
During the last 24 days, we have not had access to any of our money within this account. Paychecks that were deposited are frozen since there is fraud on the account.
We have been members for 20+ years and have multiple accounts held by USAA. They have been our only source of banking for as long as we have been members with all of our children using them as well. This has been a complete nightmare with no care from USAA. I never could have imagined that USAA would not protect us and our finances.

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Unfortunately, you're not the only member who USAA is leaving out there to suffer through the process.

Also seems USAA is facing a big lawsuit for disclosing a person's driver's license info to cyber criminals. When will the leadership at this bank wakeup? Probably never. One reason why I chose not to wait to be another of USAA's unfortunate victims. Left them almost 4 yrs ago. I'd contact Equifax, Experian and Transunion and report the fraud. Also please fraud reports and lock your credit files with them. Hope things work out for you and your family.

USAA CSR: No need to escalate.

I understand the seriousness of the situation. I have located your information and will engage a specialist to review the details. Thank you for speaking up today. - Jason

Hi Jason,


This is exactly the same thing I have been told for the last 24 days.
Everyone "understands" and have "notated the account" and "asked for someone to reach out".


USAA's failure to help this customer is beyond belief. 

@pinetree, I be worried about keeping my money here. They should make it easy for members to lock their accounts not just credit cards. Seems all it takes is a routing number and acct number and ANYONE can go to town with your acct. You'd think that a protection mechanism could be put in place for members safeguard their money. Unfortunately, that will never be the case, because all banks have to do (like USAA) is say they investigated the issue and found no problems. 🤷🏼‍

USAA CSR: No need to escalate.