Consumer complaint received 2021-08-31
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DE
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XX/XX/2021 I sent {$1000.00} via XXXX through my USAA banking app on my phone and XX/XX/2021 I sent the remaining {$150.00} through XXXX using it inside my USAA banking app to a couple who we supposed to be dog breeders in Oregon. XXXX limits transfers to {$1000.00} a day so thats why there was two done. The first {$1000.00} was to the husband XXXX XXXX via XXXX email XXXX and the second {$150.00} was to the wife XXXX XXXX at XXXX. The money was got a XXXX  XXXX  puppy. I talked to these people, emailed with them, they sent pictures and videos and I even checked the website https : XXXX  for complaints and on XXXX  and there was nothing. I also thought using XXXX through my bank USAAA made it safer. Ive never used XXXX before this and I have since removed my information from XXXX because Ill never use it again. Nevertheless, the day after on XX/XX/XXXX I was due to have my puppy shipped. On the evening of the XXXX I was sent a courier tracking number via XXXX XXXX XXXXXXXX. I checked that website and it too checked out. So, the morning of the XXXX I get a text from the air courier rep XXXX, stating that I needed to rent a special pet crate snd it was going to cost XXXX more dollars and this money would be returned upon delivery of the dog. Thats when something said, no, this isnt right. The courier rep XXXX got smart with me and then threatened me that if I didnt pay the extra money then, Id be fined {$1000.00}. I tried countless times to reach out to the dog breeder and nothing. I had never used XXXX and I thought using it through USAA protected my money. USAA filed 2 fraud claims and XXXX responded to USAA by saying they werent returning my money and that I was responsible for getting it back from the recipients. They said the recipients bank refused to return my money and would not tell me who the recipients bank was because of privacy! Privacy! These people stole {$1100.00} from me and sent no dog and they have a right to privacy. USAA told me to call XXXX and see what they can do or to call my police and file a police report. Meanwhile these people still have their site up and are still stealing money from people. Ive reported it to IC3 as well. 
The two XXXX payments are XXXX ID XXXX XXXX ID XXXX I had registered to use XXXX via USAA with my email XXXX year ( s ) ago when it was first offered and never used it. I also used it to do these payments via my cell phone so beings I was already registered I didnt see or read all the agreements again. I put in my cell phone to get a code sent and then it came up. Still, inside of USAA app where I thought I was protected by my bank. Ive filed claims via XXXX fraud site 4 times and they still wont refund my {$1100.00} nor will they give me any information to the individuals that stole my money so I can press charges. So XXXX is basically ENABLING these imposters to steal innocent peoples money, even after theyve been notified by my bank and myself multiple times that these charges are fraudulent. I was conned out of my money and Im sure others have been and nothing is being done to stop them. XXXX needs to be shut down and they need to release the receiving banks information so I can press charges. I cant be the only person and IC3 has done nothing to shut down this site either. Its still up and running. I want XXXX held responsible for enabling criminals to steal and extort money and not do anything to help get the money back. If someone brings fraud claims XXXX should demand those funds be returned anc return those. I want my {$1100.00} returned to my USAA checking account and I want these two Imposter Dog Breeders Charged. I need your help to get my money back. It was all I had in my savings for a new dog for my kid since my other dog died. This isnt right. If I had known USAA didnt protect me, I would have NEVER USED XXXX. I told USAA they needed to stop offering XXXX inside their banking app if our money isnt covered.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation