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  1. Wanted to give everyone an update. After waiting for over a month with no update or correspondence from USAA about my missing accounts/money I began preparations to file complaints with FTC, FDIC and open an investigation with law enforcement. I drafted a letter to submit to USAA's corporate headquarters. Before committing to the aforementioned, I decided to call USAA once more. I immediately asked for a supervisor, and again got an "executive supervisor." Once again, I detailed my story and provided all the same information as before. Long story short/conclusion: Apparently there was an error by USAA where my accounts and atm card were transferred to another usaa member with the same name and middle initial. Once the guy saw he had extra accounts, he immediately transferred the funds to his own account. As a slap in my face, the exectutive supervisor mentioned that in addition to the fact that the problem shouldn't have occurred in the first place (differences in address, ss#, dob, etc) the first executive supervisor that I spoke with (over a month ago) couldn't have missed it. Since the whole process of getting my funds back was extremely tedious (we spend 2 hours going through every transaction since the beginning of the account), I'm guessing the first Flower Pot, Ceaser, didn't want to deal with it so he lied and said that the problem was being investigated. Apparently there was never anything reported to the corporate office, no investigation, no fraud report, and if I hadn't called, I would have never heard from USAA. USAA made a huge, unbelievably salamanderic mistake and gave all my money to someone else with the same name. They made me feel as if I was being investigated for fraud They LIED about an investigation and never followed through when they promised on multiple occasions that they would It took over a month to get my money back and a logged total of nearly 4 hours on the phone as well as countless hours doing research online When I did get my money back, they tried to charge me $20.00 for a wire transfer fee to get my money out Needless to say, once all of my money was back in my USAA accounts, I DEMANDED that my money was immediately transferred to a REAL bank and no, I would NOT pay any fees. Upon transfer, my accounts were closed. Thank God. I've dealt with some horrible companies (AT&T anyone?), but I can honestly say that USAA is the single worst business ever. The lack of professionalism and high level of incompetence is inexcusable. I can't even imagine how tragic this experience would have been if USAA was my primary bank. Lessons learned: Always backup everything, download statements or have paper copies, check your account often, use a bank with local branches, be a squeaky wheel in a customer service situation and finally, don't use USAA. Thanks to everyone for the suggestions and support. The end....
  2. Quick update: I called back and asked for a supervisor. I got a guy that is an executive supervisor (or something like that). I provided him with my USAA #, the last 4 digits on my two accounts and the deposit info for the last 2 deposits. He kept asking my questions pertaining to my debt card. When did I get it, am I sure it's mine, when is the last time that I used it, etc. I told him it had my name on it and that it is the original card I received when I signed up. I think I've only used the card maybe twice. He told me that while my name is on the card, it is linked to someone else's name (whatever that means) and apparently they are pursuing it as a fraud case, but he made me feel like I was the one being investigating. I should know what is happening in 5-7 days. I don't know who would be linked to my account. I've never been married nor do I share a bank account with any family members. I've provided them with every possible detail of information, I can't believe this is happening.
  3. Unfortunately I don't live rear a USAA branch. I have my USAA member number (which didn't work when I typed it into the automated phone system). I only have the last four digits of my account numbers. I have a ton of emails fromUSAA stating that I have documents waiting to be viewed on account number ####. The only paperwork that I believe I received from USAA was the paper that the debt card was attached to. I'm usually very good at keeping all of my paperwork and I can't find anything. I have two 3rd party companies set up to direct deposit into the USAA checking account, but their online systems don't give me access to the complete account number. This has been a real eye opening learning experience. I would call customer service again, but I really don't have any new info aside from my USAA number. Also, I'm not military. I signed up for my accounts when they opened their banking to the public. One odd thing is that when I log in to the USAA website, all of the messages for my accounts (statements and notifications) are missing. However, when I log into my mobile application, I can go to the notification area and see the last two deposits. There are no confirmation numbers, just the amount, date and last four digits of the account.
  4. Thanks for the reply. Regrettably, I opted to go paper free on the statements and all of the documents are now gone off the website. I never imagined that this would happen. I do have my account numbers somewhere... I may attempt to call corporate and see if it will get me any answers. In the mean time I will begin drafting a letter.
  5. Long time lurker, first time poster. I've recently had a terrible experience with USAA. I apologize for the long post in advance. The short story: A few days ago I logged into my USAA online and rather than seeing my savings and checking accounts, I was presented with "You currently have no accounts with USAA." The next day I called them and after about a half hour phone call (mostly on hold), the best they could come up with was that I'd have to wait 2 weeks for corporate to determine what happened! No reasoning, terrible service. Please read on for the specifics. The Facts: I've been a USAA member since October of 2011. I have (had?) both a savings and a checking account. I also have a USAA debt card for the checking account. I don't often withdraw from either account, however, I usually get a deposit once every other month. The last deposit notification I received on my phone was on 1/24/2013. I logged in 3 days later and was presented with "You currently have no accounts with USAA." Unlike most banks, USAA doesn't have a 24 hour customer service hotline so I emailed customer service. The response was that they had no record of my accounts! The next day I called the 1-800 customer service number. I spent about 30 minutes on the phone (mostly on hold) as the customer service rep attempted to figure out what happened. During this time I verified my contact info, address, phone, email, social and gave them my debt card number. The rep said that they have no records of either of my accounts and wouldn't go into further details. The rep said that they would have to forward the case to the corporate office and that I would receive a letter in two weeks. The rep declined to give me any kind of call reference number and said that there was nothing else that could be done. Unfortunately I was on a lunch break and didn't have to to ask for a supervisor. I should also note that I've never overdrawn either of my accounts, gone below the minimum balances or imposed any kind of penalties or fees. I only had savings and checking accounts, no credit card, loans or insurance. I am still able to log in to the web interface, but there are no remnants of either of my accounts with one exception: I can see my mobile notifications for the last 2 deposits. I've also read somewhere in this forum people talking about USAA doing background checks. I have no criminal history and a good credit score (high 700 range). I've never filed bankruptcy and I'm in good standing with all of my lines of credit. In conclusion: USAA has no idea what is going on or why my 2 accounts are missing (or they don't want to tell me). USAA's customer service is utterly useless. I couldn't get any kind of confirmation that I will ever see my money again. Even if I do get confirmation, it will be at least 2 weeks before I hear about it. This is the ABSOLUTE WORST BANKING EXPERIENCE I'VE EVER HAD! I am hoping that someone can help me with this situation.
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