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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.
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
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.