Fraud - Incredibly disappointed with how USAA has handled this

I am incredibly disappointed with how USAA has handled the fraud that was perpetrated on my son's account. I've been a member of USAA for nearly 30 years and my father years before that. We carried this membership down to our children. I've had multiple instances with fraud on my accounts over all these years  and USAA has always honored my word and commitment.

My son had $1000 stolen from his account and USAA is refusing to accept this as fraud and will not return his money. I cannot believe that they would disbelieve when an account holder declares that a transaction was not theirs - especially when we are talking about this much money.

I've never considered leaving USAA after all these years, but the decline in customer service has just been so disheartening. This is not the USAA I joined and definitely not the one my veteran father joined.

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I can certainly understand the frustrations this has caused @birdseyedavis, I was able to locate your profile and will escalate your concerns with the appropriate area. If additional information is needed they may reach out to you. We appreciate your time today and for bringing this to our attention. -Emily 

I am even more upset to do some more research and discover that this fraud was committed using Zelle, which is a service that USAA signs their app users up for. This money was not authorized, yet was stolen via a service that's within USAA and they won't return the money to my son or consider it fraud. This is absolutely unethical.