Consumer complaint received 2019-08-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: DC
Product: Checking or savings account
Sub-product: Savings account
Issue: Problem with a lender or other company charging your account
Sub-issue: Transaction was not authorized

Complaint:
On XX/XX/XXXX at XXXX when attempting to transfer money from my checking account to my savings I noticed that {$9500.00} was missing from the account and that on XX/XX/XXXX ( 4 days prior ) {$9500.00} had been wired to a XXXX XXXX XXXX Bank Account to an individual I have never heard of. I have never initiated a wire transfer in my life, nor did I initiate this wire transfer, nor have I ever been asked to provided written authorization for wire transfers. I promptly called my bank, USAA, and informed them of the fraudulent activity. A report was made, and an investigation began, and I was reassured I would get the funds returned to the account. Within an hour of initiating the report, I received a call from the fraud investigator assigned to my case. She proceeded to tell me that because the fraudster was able to get into my account easily using my username and password that USAA was not liable for recouping the funds lost. She stated a recall on the wire was sent and an investigation would follow. I never heard back from the fraud team, was never asked any questions or asked to give any information to help with the investigation. The evening of XX/XX/XXXX I called USAA to receive further clarification on how it is possible that I would be held liable for fraudulent activity that the bank allowed regardless of various elements of the activity that should have raised red flags. Red flags that should have been raised regarding the wire transfer include the following : I have never signed anything stating that I authorize wire transfers from any of my accounts, I have never conducted a wire transfer before in my life let alone with USAA, the request was presumably from a unauthorized IP address on an unauthorized device, for the amount of {$9500.00} ( only XXXX less than the amount legally required to be reported federally ). I am left to assume the wire was initiated from and sent to a distant location as no one at USAA could give me any information on the IP address where the wire was initiated or sent. Not keeping record of this data alone is suspicious for negligence in addition to the fact that USAA 's " verification '' process for a wire transfer of half the funds in an account is not commercially reasonable. The " verification '' process for the wire transfer included inserting user name and password. There was apparently a code sent to an email address on file. However, I have only received verification codes sent in the form of text messages to my mobile phone and have never verified my identity via email. I also have no record of such an email. In addition, because this is not routinely the verification method used or agreed upon by the Bank and the Service,  USAA should be liable for any losses through the fraudulent transfer. 

After the call with USAA on the evening of the XXXX I called the XX/XX/XXXX police department to file a police report. I was informed by the police that without the location of where the wire was initiated or sent to I would be unable to properly file a report in correct jurisdiction. 

On the morning of the XXXX of XX/XX/XXXXI called USAA to reach the wire department to try to obtain information regarding the location of the transfer to file the report. No one was able to give me that information further delaying the police report. I was sent to wire resolutions who informed me I should be protected as the wire was clearly fraudulent and I was a victim of an account take over. I was then transferred to the Account Takeover Team who told me I was not a victim of account takeover but actually considered a third party to a scam due to the fact my information was compromised. After denying my right to be protected against fraudulent transactions reported well within the 60 days of the event I requested to escalate the situation to the manager. After reviewing my file the manager of the Account Takeover Team informed me that there was a letter addressed to me in my file stating that my request for return of funds had been denied and the case had been closed. This was the first I had heard of this resolution as I had not been contacted by the Fraud Investigators since XX/XX/XXXX when they informed me that all they could do was initiate a wire recall. The manager proceeded to file a complaint to the CEO on my behalf and told me there was no one else who I would be able to speak to regarding the matter. 

The afternoon of XX/XX/XXXX I filed a police report with XX/XX/XXXX police. I also filed a report with the FBI, Ic3.gov which is a division of the FBI, the FTC Federal Trade Commission , and the CFPB Consumer Financial Protection Bureau . I also initiated fraud monitoring through the three credit Bureaus : XXXX, XXXX, and XXXX. I am awaiting a response from the CEO of  USAA for approval of return of the lost funds totaling {$9500.00}.

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