Consumer complaint received 2021-09-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
I was contacted by XXXX XXXX ( XXXX ), an XXXX  job search employee, stating a new opening had become available for XXXX XXXX XXXX. I told her I was interested and she instructed me to contact XXXX XXXX on XXXX XXXX, an encrypted communication app. I got in touch with XXXX XXXX, who claimed to be XXXX hiring manager, completed an interview, was told that I was hired, and told to fill out paperwork, which all seemed normal to any other job I had applied for as a work-from-home position. I filled out a W4, NDA, Employment Agreement and a XXXX Welcome Letter ( received by XXXX ). I was then connected with HR lead XXXX XXXX via email ( XXXX ) who stated XXXX would be paying for my work equipment. They sent me three checks via email totaling {$17000.00}, instructed that I deposit them and send them to their vendors in order to pay for work equipment ( XXXX, time clock, desk, scanner, printer, copier, barcode scanner, etc. ). I was told to make five wire transfers out ( two XXXX transfers and three wire transfers- one to XXXX XXXX  and two to XXXX XXXX ). On XX/XX/2021, at XXXX USAA picked up the last wire transfer for {$8500.00}, returned the transfer, so I was still delinquent and apparently liable for {$9400.00}. After this I had stopped communication with XXXX XXXX and I received a call from the scammers from XXXX, I did not answer and the left a message stating to call back XXXX. They told me they would be freezing my accounts and trying to retrieve the two XXXX XXXX ( which they said would take less than 24 hours ) and the two remaining wire transfers ( which they said would take about a week ). Then they told me, on XX/XX/2021, at XXXX, that if I wanted access to my account that I had to pay off the delinquent balance that I was scammed out of " even though this is not my fault and hundreds of people this quarter alone have had this same thing happen to them ''. So, I did pay off the {$9400.00} in order to have access to my VA XXXX payments and remaining {$5000.00} to pay bills. I called after trying to access my left-over funds, I called USAA on XX/XX/2021, at XXXX, asking why my bills were rejected and for an update to my issue, which they previously said I would be kept up to date on, and they said they were going to close my accounts and keep my funds, both that paid off the scam and the remainder in my account and that I am not allowed access to any of these funds. I have been with USAA for 10 years, always paid early, always held a positive balance, and never had a complaint against me, and now I'm refused service, access to my own money, and treated like a criminal, while USAA says " too bad you can't pay your bills that's not our problem ''. I asked them what I'm supposed to do that they won't allow me to pay my bills, and they said if I keep pressing, they will take me to court for " gross negligence ''. I feel incredibly threatened by the company that is supposed to have my interest, I have worked openly with them, and they, themselves, have said this is not my fault, but their actions are aggressive, threatening and life-ruining. So now I'm using credit, cancelling utilities, and out the remainder of my savings AND I was informed that they would no longer be trying to retrieve those wire transfers to XXXX XXXX and XXXX XXXX  because I had already paid off the delinquent balance. This is all being handled poorly and I feel that USAA is scamming scam-victims, especially after they confessed to this happening to hundreds of other customers this quarter alone. All I want is my {$5000.00} remaining funds, and an ATTEMPT to recoup the wire transfers to XXXX XXXX and XXXX XXXX  and hopefully make all or some of that {$9400.00} delinquent payment back. USAA has disabled my ability to email them, and the only communication my account is enabled for is phone call, though they never send me to the correct department, then when I ask to be elevated, they disconnect the phone, call back but only allow one ring, and by the time I answer, they've hung up again. I'm getting the run-around and no straight answers or updates, and it's clear that I do not matter to them.

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