Consumer complaint received 2023-12-12
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
On XX/XX/XXXX I received a call from someone impersonating my bank, USAA. They used the USAA phone number, sounded XXXX, and knew my account number, phone number, and full name. They told me that there was fraudulent activity on my account and asked if I would like to freeze my accounts for protection. I said I would and asked for their name and identification, which they provided. They sent me a link to a site that looked like the USAA website asking me to sign in to lock my account. I did this and they sent a security code which I relayed. Before ending the call they told me not to access my account for a few days. I found this suspicious and called USAA right away ( a minute after the fraudulent call, on the XXXX ) to ask if I was just called by USAA. The person I spoke with said they could not confirm or deny the information. I requested that my accounts be frozen. I explained that someone had my account information. The USAA representative said they placed my account on review and no transactions would be permitted. While on the phone with USAA I had my mother ( whose name is on the account ) transfer my checkings account balance ( {$280.00} ) to her account to protect my money. She succeeded. I told the USAA representative that I was doing this. I then transferred the money I had in my USAA savings accounts ( {$1900.00} ) into my checking account so my mother could withdraw to protect my money. She was not able to transfer any of the money so I assumed that meant my money was indeed protected and USAA had frozen my account. However, the very next day ( XX/XX/XXXX ) I received notifications that my quick logon was deactivated for my mobile device, I had no access to my online banking account, and multiple emails of Fund Transfer Confirmations in the amounts of {$5000.00} and {$6900.00}. I called my bank at XXXX PST on XX/XX/XXXX to let them know that the transfers were not initiated by me and that I had no access to my online banking or mobile app. USAA told me they would put a note on my profile and make sure it was under review. It was. I was called back by USAA at XXXX and I reiterated that the transactions are not mine and that the fraudster must have changed my bank account login information and that I was scared the transfers would go through. I was told that the transactions would not go through because my account was under review and that my bank account was safe. On XX/XX/XXXX from XXXX I called to ask if I should let USAA know anytime a transfer was initiated because I was still receiving emails. The USAA representative said no. I called USAA on XX/XX/XXXX from XXXX to inform that I received another Funds Transfer Confirmation in the amount of {$1900.00} which was clearly my money. Again I was told my account was under review and it would not go through. I called on XX/XX/XXXX from XXXX. I called again on XX/XX/XXXX from XXXX upon learning that my checkings account was in negative balance. I believe it was on this date that USAA informed me that no fraudulent activity was detected and that I was liable for the {$15000.00} ( transferred while I did not have access to my account ) that put my checking account in negative {$15000.00}. I told the representative that this made no sense because I had not made the transfers, had asked USAA to freeze my account on XX/XX/XXXX, and every time I called throughout the weekend I was told that my account was protected and no transfers would go through. I was asked if I wanted to submit for another review. I said yes. That same day I received a call from USAA at XXXX and asked if I could call back because I did not trust calls anymore, they confirmed. I called USAA from XXXX and got reconnected. The woman said the decision regarding the negative balance and my liability had been re-reviewed and the decision that I am liable still stood. I expressed frustration and reiterated I had not conducted the transfers and had USAA freeze my accounts. I added that I did not have access to my bank account since this started. I was transferred to a specialist named XXXX to get into my account and was told that I can not access the account because it is still under review. I was told to try again in 10 days. I shared with AJ that it felt as though USAA does not want to help me or recognize that I am a victim of a crime. I reiterated everything I had done to protect my account within minutes of the initial scam/fraud suspicion and followed up almost every day since. I told him that I was told my account would be protected and was initiated under review before the start of the weekend. I told him that every time I called I reiterated the transfer initiations by the fraudster and was told to wait until the investigation was complete. He expressed sympathy and noted my dissatisfaction with the liability decision on my account. This initiated another review. I called USAA on XX/XX/XXXX and was aided in getting access into my account. The re-review was still ongoing. On XX/XX/XXXX I missed a call from USAA and called back at XXXX, and the call lasted for XXXX. They informed me I was liable for the negative balance and for giving account information to the fraudster. I asked if I could add my father to the phone call because I felt like I was being taken advantage of by my age or lack of knowledge. They permitted this. When my dad was on the phone I reiterated to USAA that I called immediately after the fraudulent call with the USAA impersonator to explain how my account was compromised and my request to freeze my accounts but they still went through. USAA informed me that I actually am liable for {$4900.00} and that that is what my negative balance was currently. I explained that the {$4900.00} that they are deeming me liable for does not take into account the approx. {$2000.00} of my own money that was stolen when I was told my account was safe and transfers wouldn't go through and that my parents ( who have an overdraft protection account linked to mine in the case of overdraft ) were charged {$5000.00} in overdraft fees. While the USAA representative was kind, she was incredibly unhelpful and said that I still owe {$4900.00}. My father and I asked if we could speak with the fraud team directly or have their phone number. We were told we could not be provided the phone number ( as I had been told almost every time I asked ). The USAA rep asked if I wanted a complaint to be made and I confirmed and asked her to add that I would like to speak with the fraud team directly because I still have not been given the opportunity to go through the entire case ( calls, transactions, etc ) with them and felt that they must not have all of the information. I added that I want, in writing, an explanation of why I am being held liable and why they have determined that no fraudulent activity has occurred ( as indicated in every single mail correspondence or phone communication ) .The rep added these to my complaint. I have yet to receive a call from the fraud team. I called USAA on XX/XX/XXXX in an attempt to get in touch with the fraud team because I have not received a call back or information on how the negative balance may be impacting my credit score etc. The call started at XXXX and last XXXX because I kept being transferred between departments and being placed on hold. The USAA rep I was speaking to was working with a colleague who was in communication with the fraud team but USAA did not allow me to speak with the fraud team directly. However, I was told that my bank account will be closed if I do not pay the negative balance by their 41 day policy. I must pay by XX/XX/XXXX ( plus or minus, I am unsure of the calculation ) or my account with USAA will be terminated. I was transferred to the delinquent accounts department to ask if my credit score is being impacted. I was told that they can not give me that information and gave me a link to a credit score website. I was transferred back and forth with no resolution or answers. I did however manage to request a new debit card with a new number because I was scared that the fraudster could still use my account information. USAA had never offered to get me new card numbers, I had to request this. I am still waiting to hear back from the fraud team but I do not think I will ever get the chance to talk with them or receive written communication as to why I am being held liable. I want to add that USAA has a XXXX liability policy under which " members aren't held responsible for unauthorized debit card charges that they report. '' I reported immediately and before any transactions were initiated. Phishing and social engineering are listed under the types of fraud USAA claims to protect members from under their XXXX liability policy. As a closing remark, I had decided to record a call with USAA because I felt that no one was going to assist me and I wanted proof that they would not provide me information as to why I was being held liable. In this recorded call, the USAA representative admitted that transactions should not have occurred after I requested an account freeze and my account was placed under review on XX/XX/XXXX. I have kept this recording if it proves useful. Please note : All times listed are in XXXX XXXX XXXX.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief