Consumer complaint received 2021-03-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
I received an inquiry to buy a camera I no longer wanted that was being sold through XXXX XXXX on WednesdayXXXX XXXX. 
The individual, going by the name of XXXX XXXX/ XXXX XXXX , asked to process the transaction through XXXX  after caliming the XXXX XXXX option wasn't working. I received an email, looking very authentic, from " XXXX '' stating the transaction had occured. I then received another email saying that they couldn't process it because my account had a limit of {$400.00} receivable. The total cost of the item was {$500.00} and the individual had sent {$570.00}, inlcuding shipping for over night delivery. It said that he would need to send additional funds to increase my limit to allow for the full amount. He then sent {$830.00}. I then received another " XXXX '' email saying they all the funds totaling {$1400.00} and were going to deposit those funds to my XXXX once i refunded him the {$830.00}. I went to go do that as the email instructed, through XXXX and my bank account. 
I completed that transaction, having sent him the " refunded '' amount of {$830.00}. Only when i contacted my husband about it did he inform me I had been scammed. 
The scammer then continued to contact me via XXXX XXXX saying his account had been debited twice for the {$830.00} and that I needed to refund him that additional amount inorder to have my whole funds released and that if I didn't it would be reported. 
I immedietly contacted my bank, USAA, to attempt to stop the payment or dispute it to have the funds returned. They opened a fraud claim and said they would conclude their investigation in 3 days. 
I also made a police report as well as contacting XXXX and forwarding on the emails sent to me by the scammer. I also reported the conversation to XXXX. 

The evening of XX/XX/XXXX I received an electronic letter from USAA stating they had concluded their investigation and found no fraudulent activity. I called and the representative I spoke with informed me that they had contacted me at XXXX on the XXXX and spoke with me regarding the incident. No such phone call occured. I asked to appeal the decision and she stated she would start that and make notes that I was stating a scam, that I was asking for my funds returned, and that I wanted my claim reviewed again and I wanted to actually be contacted this time. She said the process will take 3 business days to conclude. I asked to be transfered to the dispute department to attempt to have my funds returned. She trasfered me but I never spoke to anyone as the line rang twice then stopped and was silent. 
I'm awaiting further contact from USAA 's fraud department regarding this issue and the results of their so called investigation despite my having sent documentation of the emails and chat conversation between myself and the scammer as well as the police report.

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