Consumer complaint received 2024-01-10
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Problem using a debit or ATM card

Complaint:
On XX/XX/XXXX I received a phone call from ( XXXX ) XXXX, USAA 's main number. The caller ID showed USAA and I verified the phone number on XXXX, the USAA website, and the USAA mobile app so I trusted this phone call. I was told there were two attempts made to use my card at XXXX XXXX XXXX in XXXX, GA and they asked me to confirm if it was me. I explained it was not and it couldn't be possible as I live in XXXX, NC. They then began the process of having me validate information in order to send me a new card through the mail. While on the phone with this " USAA representative '' they told me loans were applied for in my name, and immediately a mobile deposit was made to my checking account in the amount of {$4600.00}. I was told if I did not return these funds to the bank, I could be found liable and that I needed to return the funds via XXXX XXXX or XXXX. It was then I realized it was a fraud scam and immediately hung up. 

I then initiated a call to USAA immediately on the same day, XX/XX/XXXX to ( XXXX ) XXXX. I contacted this number because I no longer trusted the main line USAA number. I obtained this number from my father 's USAA banking card that lists this number for the Banking department ( images are attached ). Once I was connected with a real USAA representative from the Fraud Department, I detailed everything that occurred in the minutes prior. I was told my account was frozen, to change my password and pin numbers, and to attempt to move the rest of the money in my savings and checking account to any other account I may have in an effort to save it. At this time, I had {$1500.00} in my bank account. While on the phone, my savings account was completely emptied and the {$15.00} I had left in my checking account was also transferred out. The scammers completely took over my accounts. While I was still on the phone with the USAA representative, the scammers added an additional member to my account, XXXX XXXX, a phone number to the account XXXX, and a fraudulent checking accounting ending in # XXXX that all do NOT belong to me. The USAA representative was made aware of all of this and documented this on my account. For some reason, this fraudulent checking account was NOT removed from my account, nor was the phone number or newly added member, even after notifying the USAA representative while this was all happening. At this point, my account is frozen and the fraud department at USAA is looking into things. Additional deposits were being made to my checking account and transferred to the fraudulent checking account ending in XXXX. {$5000.00} via mobile deposit and {$2500.00}. Despite being told my account was frozen, deposits and transfers were still being made and USAA was allowing fraudulent checks to be deposited even after making them aware of this scam and account take over. I was not able to view any of the photos of these mobile deposited checks via the app or USAA website. When I called USAA, I was also told they were not able to view these checks either for whatever reason. I then received physical copies of these fraudulent checks via mail ( copies have been attached ). Neither of the checks are signed. One of the checks, is from XXXX XXXX XXXX XXXX XXXX XXXX in XXXX XXXX, Florida and it is made out to ClearGrafx Printing. I have XXXX knowledge of these checks and don't understand why USAA allowed them to be deposited into my account. 

I called USAA again on XX/XX/XXXX to speak to the fraud department again and to the loan department to ensure I covered my bases. I was told there were XXXX loans applied for in my name. Both loans were personal loans I believe, XXXX in the amount of {$1200.00} and another in the amount of {$10000.00}. I was told the {$1200.00} was successfully funded, however the {$10000.00} loan was not yet approved and under revision. My credit was wrongfully pulled by USAA via XXXX for approval of these fraudulent loans and my credit score dropped approximately XXXX points due to this. The USAA representative ensured me they made several notes on my account in order to notify other USAA representatives working on these loans to NOT FUND any additional loans applied for. I continued to follow up with USAA frequently to get answers, but I was told there was nothing I or they could do. Once again, despite my account being frozen, turns out it was on a " credit only '' status so funds XXXX be deposited, but not withdrawn. At this time, the scammers had over drafted my account- {$6600.00}. 

Despite having immediately updated my direct deposit information with my employer when this all happened on the XXXX of XXXX, payroll had already been conducted. With that being said, USAA accepted my paycheck totaling {$2200.00} on XX/XX/XXXX and credited towards the negative balance in overdraft fees, again despite my account being " frozen ''. Not only am I now left with XXXX XXXX  to my name due to the scammers draining my checking and savings accounts, I am now also being withheld my paycheck even after notifying the bank of this fraudulent activity. I called the bank yet again, and was told to submit my report to XXXX, which I submitted on XX/XX/XXXX. I did not receive any communication back from USAA regarding this report. 

I placed freezes and fraud alerts with all three credit bureaus, filed a police report with XXXX, and even obtained XXXX. I changed my passwords immediately, called the bank, and tried taking all necessary steps to show this was fraud. Additionally, I will be reporting this to the Federal Trade Commission. Even after doing all of this and pleading my case, USAA is finding me liable, even after reviewing my case not once, but twice, for ALL of the fraudulent charges and loans incurred under my name. My account is scheduled to be closed XX/XX/XXXX. I was told I will need to pay off all of the overdraft fees and loans or they will report this to collections. USAA states they have a " XXXX XXXX XXXX '' that states members are not liable for any unauthorized charges and in my experience, USAA is not adhering to this policy by choosing to find me liable for these unauthorized and fraudulent loans and overdraft fees. Again, the phone call I received was from a USAA main line and the caller ID was USAA. Whether this call was spoofed or not, USAA should also have additional safety measures in place to prevent this from happening. All documentation is attached to the best of my ability and I have also included the email I wrote to XXXX along with all of the documentation I could gather throughout this nightmare. The police report number is XXXX and the officer I've been in contact with is XXXX 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