Consumer complaint received 2023-10-13
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I initially called USAA to report a fraudulent wire transfer on XX/XX/XXXX after receiving a call from a fraudster posing as a USAA agent. Upon noticing the transfer and other fraudulent activity on my account, I was prompt in flagging each charge on my account. 

The bank did not open a case until XX/XX/XXXX, despite the fact that I had called on XX/XX/XXXX asking for an update on the wire transfer I had flagged. The representative I spoke to expressed surprise that her counterpart had not processed the recall request or created any case notes following my call. 

After calling on XX/XX/XXXX, I was informed that the bank had tried twice to reach the bank that received the fraudulent transfer, but did not receive any updates beyond that. 

In every case, I was the one to initiate a call asking for more information. I never received any written or verbal notice from USAA regarding developments on my case. I was initially told by a USAA representative that wire fraud investigations typically take 7-10 business days to resolve. It has been over three weeks since I flagged fraudulent activity on my account, without any progress. 

When I called USAA to follow up on the recall request on XX/XX/XXXX, I was told that the member security department would initiate a " front door review '', meaning they would contact me with an update on my case within 48 hours. 

They never did so. When I called once more on XX/XX/XXXX to follow up, the representative told me that an unsuccessful attempt at reaching me had been entered in the case notes, of which I have no record on my phone. I confirmed that USAA has my up-to-date contact details. It appears the representative misrepresented the department 's efforts to get in touch with me by trying to pass off their failure to contact me as a case of my not picking up their call. This is provably untrue. 

On XX/XX/XXXX, I called again trying to access a representative from Member Security. I was transferred to two different departments, both of which told me they could not transfer me to member security, and was given vague reasons before being transferred t the Wire Department. This despite the fact that I had previously spoken to someone in that department two days prior without issue, which the case notes should have reflected. Instead, I was told it would be " difficult '' for me to reach the member security department and that it might be best to deal with another representative in the wire department. 

Upon insisting that I speak with a supervisor, I was placed on hold for over an hour before being told that the office had closed. USAA has since told me they will contact me in the next three days with an update on my case, but it has already been almost a month and I have not received any more information beyond the initial update I received on XX/XX/XXXX. 

As a member of almost 15 years, I am done with USAA after this experience. I do not feel protected by the bank, and do not feel that the wire department has been honest with me about their efforts to recover my stolen savings.

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