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- May 5th a check cleared our checking account for the amount of $4,950 but the check had a different checking account number and member name
May 9th another check cleared our checking account for the amount of $4,500 but the check had a different checking account number and member name
- Both were reported by me to USAA on May 9th
- We opened a new checking account to avoid future charges and USAA opened an investigation Case number: 1073813
- USAA informed us that it would take 2-10 business days for the charges to be refunded
- May 9th and 10th both amounts were refunded into our original checking account
- June 22nd we received a call from USAA stating the investigation was closed and confirmed these were not our checks and no root cause was identified
- July 26th USAA mailed an affidavit form to us requiring our signatures with a notary signature that we did not process these charges. These were required to be returned within 14 business days
- July 27th I contacted USAA to inform them that I would not accrue the cost of a notary as this was clearly a result of an error with USAA's checking system. I stated that if a member of management wanted to discuss this further to please contact me directly
- August 21st USAA pulled $4,950 from our original checking account
- August 22nd I contacted USAA and was told by the escalations and fraud department that this was drafted from our checking account again because we had not returned the required signed and notarized forms. I was told that because the 14 days had passed the case was closed and there was nothing USAA could do about issuing a refund.
Desired outcome: I would like USAA to refund the $4,950 that was drafted from our checking account a second time. I would also like USAA to tell me the corrective actions that will be put in place to ensure this does not re-occur again.
