Consumer complaint received 2023-07-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
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:
I fell victim to a scam on XX/XX/2022, via phone call. While watching TV, I received a call from a male identifying himself as a USAA agent, claiming that there was a fraudulent transaction attempt with my debit card in a store in Florida. He asked where was my present location, to which I responded Georgia. He asked if there were any authorized users on the account and if they were present, I provided my wife 's name. He said he'd have to place me on a brief hold. He returned and said that he will have to cancel my card and issue a new one, but would need my XXXX pin to reset my card or account, I complied and was placed on a brief hold. He returned and said that a new card was being sent out and asked for me to verify the address and phone number on file and I was placed on a brief hold, again. When he returned, he said that he was going to send me a XXXX pin and to read it back to him. That was done each time he returned. He said that he was going to waive the {$8.00} expedited fee to send the new card. That is when I paused the TV and asked him to repeat what he said. That is when I realized that I was being scammed. I hung up and logged on to my account and saw that there were notices for PIN #, security questions, and address changes. I immediately reset everything and then called USAA XXXX Department to notify them about the scam. The scammers managed to deposit a {$25000.00} International Money Order into my savings account, request a Cashiers 's check for {$5600.00} of my remaining balance of {$6000.00}, and forward {$9900.00} to my checking account. I ask the bank to cancel the cashier 's check, but it was never canceled. USAA had not reached out to me since I notified them. I had no access to either account. On XX/XX/XXXX, XXXX, XXXX & XXXXXXXX XXXX I called to inquire about the status of my account. I received a call later on the XXXX from someone asking about the incident. On XX/XX/XXXX, I called USAA to inquire about the status, after not hearing from USAA again, where I was told that USAA has reserved the right to no longer conduct business with me and holds me accountable for any transactions related to the scam. I mentioned to them that I searched the internet about electronic fraud, and found the Electronic Fund Transfer Act, which stated, even if the scam/fraudulent transactions were due to my negligence The Electronic Fund Transfer Act provides consumers relief from fraudulent electronic transactions if I report the loss within two days of discovery. I reported it minutes after it happened. I was told that it did not apply to this incident. My checking account was garnished of {$3200.00} that had accumulated ( income ), to pay the negative balance in my savings account and then they closed the savings account. I last spoke with an Escalation Agent named XXXX, who was trying to resubmit my case to see if the decision could be overturned, had mentioned that the initial agent that took my call submitted the wrong code, which caused my saving account to have a negative balance. Not sure if it's a first or last name.

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