Consumer complaint received 2021-10-09
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD
Product: Checking or savings account
Sub-product: Checking account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
I am a victim of a cyber employment scam. On Wednesday XX/XX/XXXX at XXXX, XXXX XXXX from XXXX XXXX contacted me by text message regarding a job position that is available for a customer service representative role. The text message stated they saw my resume on XXXX  and I have made it to the next step for the job opening. I was given the information of the hiring manager to contact through XXXX XXXX to discuss the job position they have available for me to occupy. The verification code during the interview is XXXX. The hiring managers name is XXXX XXXX and the XXXX XXXX XXXX XXXX. I responded to the text message stating I am interested and will contact XXXX XXXX for the interview. 
I contacted XXXX XXXX on XXXX XXXX that same day to inquire about this job opportunity. I stated I received the text message from the recruiter XXXX XXXX about the position and would like to know more about it. XXXX responded with talking about the XXXX XXXX company and send me a link to view the website. She discussed the salary for this customer service representative position and the training, which was set up in 2 phases. Phase 1 of training is centered on tasks/assignments, which will need to be completed intermittently. Phase 2 of training is getting acquainted with the software and hardware. XXXX stated the company would handle all of the working materials/software for this job. I was instructed to be on XXXX XXXX and XXXX every weekday from XXXX to XXXX for tasks/assignments on a day-to day basis. XXXX advised me to add my training supervisor XXXX XXXX on XXXX on XX/XX/XXXX as the next step for training information. His XXXX information is ( XXXX XXXX  XXXX ). I was instructed to send an email with my full name, state, city, zip code and email address to XXXX. 
On Thursday XX/XX/XXXX, I logged on XXXX per the instructions I was given by XXXX XXXX to communicate with Mr. XXXX. Mr. XXXX stated that the XXXX XXXX Company was going to send me check through XXXX for the purchase of the equipment. He also emailed me employment forms to complete since I became a new employee for XXXX XXXX Company. I filled out the employment forms and emailed to the XXXX email. I was also instructed to send a copy of my drivers license to this email. After completing these tasks, Mr. XXXX stated I needed to log back on tomorrow morning at XXXX to discuss the tracking of the check that is being mailed to me by XXXX XXXX 
On Friday XX/XX/XXXX, Mr. XXXX gave me the XXXX tracking number for the check and told me to update him once I receive it. He stated the amount was {$5000.00} and I would need to deposit it to my bank account for my working materials to work from home. At XXXX, Mr. XXXX stated there was an issue with XXXX  and stated he will send me the check by email. He also instructed me to print and deposit this check using my bank mobile app. 
On Saturday XX/XX/XXXX, Mr. XXXX sent me instructions on how to deposit the check into my bank account and to take a screenshot of the deposit for confirmation. I deposited the check and sent the screenshot of the check. After this confirmation, I was instructed by him to send the sum of {$4700.00} to the vendor for the purchase of the materials to receive it by Wednesday. The remaining {$150.00} of this check was my sign on bonus. Mr. XXXX stated he would instruct me on how to make a payment to the company recommended vendor for the specific equipment. He then asked me if I have XXXX and I responded yes. He instructed me to send {$1000.00} via XXXX to the vendor XXXX XXXX with the XXXX email : XXXX and send a screen shot. The payment did not go through on XXXX and was told to make a XXXX payment of {$1000.00} to XXXX XXXX with the XXXX email : XXXX  XXXX-1 . This payment went through to this vendor. The next payment I was instructed to do was through XXXX XXXX of {$1000.00} to the phone number # XXXX and send a screen shot once completed. I do not have XXXX XXXX set up and Mr. XXXX stated I should send it to XXXX for {$1000.00} payment to XXXX XXXX XXXX email : XXXX XXXX This payment went through and was told to send another payment of {$1000.00} via XXXX to XXXX XXXX with the XXXX email : @ XXXX XXXX The payment went through and was instructed to make another payment of {$750.00} via XXXX to XXXX XXXX again. The payment went through and Mr. XXXX stated to log back on Sunday XXXX at XXXX for the jobs next step. 
On Sunday XX/XX/XXXX, Mr. XXXX stated the management has been notified by the vendor that the payment wasnt enough for the purchase of all the working materials because the regular materials are out of stock and would be supplying the special customized materials. These customized materials would help ease the speed of my duties and I would need XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX  XXXX. Mr. XXXX stated he contacted the accounting department to issue another check to cover the cost of the materials and will receive the check by XX/XX/XXXX. I received a secondary {$5000.00} check and after depositing it I was instructed to send {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX. He stated to send a screenshot for confirmation once it went through successfully. I experienced an issue using the XXXX XXXX  and he stated to send the {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX  XXXX and send a screenshot for confirmation. I experienced an issue sending the payment and he asked me to use XXXX. I was instructed to send a payment of {$1000.00} via XXXX to XXXX XXXX via XXXX email : XXXX. This payment went through and was instructed to send another {$1000.00} payment via XXXX to XXXX XXXX via XXXX email : XXXX. I was experiencing some issues with XXXX and was not able to send this payment to XXXX XXXX. Mr. XXXX asked me if I have XXXX and I said yes. He then instructed me to send {$500.00} payment to XXXX XXXX via XXXX tag XXXX XXXX XXXX  and send a screenshot for confirmation. 
After this was completed, he asked if I can deposit {$2000.00} on XXXX and let him know once I completed this task. The transfer failed and I informed him I was not able to complete the transfer. He stated that the vendor wants me to withdraw cash of {$3500.00} at my bank and I replied I would not be able to do that because my bank has limits on withdrawals. He stated to send a {$1000.00} payment via XXXX to # XXXX and send a screenshot for confirmation. The payment went through and he instructed me to send a {$1500.00} payment to the same phone number but my bank declined the payment. I asked if I could order the equipment with the check the company sent me and he replied the vendor needs to install the important software. He instructed me to try the {$1500.00} payment through XXXX XXXX and payment did not go through. He then instructed me to try sending {$1000.00} to # XXXX through XXXX. The recipients name for this payment is XXXX XXXX and the payment was successful. After this payment, he instructed me to make another payment to XXXX XXXX for {$1500.00} using XXXX. The payment did not go through and he stated to try with XXXX but I received an error message for this payment. He stated to try sending the payment of {$1500.00} through XXXX. I sent the payment but the payment was refunded. At XXXX Mr. XXXX stated I will send the remaining amount on Monday XX/XX/XXXX and to log on at XXXX for more information. 
On Monday XX/XX/XXXX, Mr. XXXX instructed me to deposit the last check he sent to my email. He instructed me to send XXXX {$1000.00} to # XXXX but the payment did not go through. He informed me to try depositing {$1500.00} on XXXX but when I tried it did not work for me. After this he instructed me to send {$1000.00} to XXXX XXXX via XXXX to her XXXX email XXXX XXXX I was not able to complete this payment and he stated I needed to send a wire transfer for {$6500.00} to XXXX XXXX XXXX XXXX XXXX XXXX, MN XXXX. I sent the wire transfer using my USAA mobile bank app. After I completed the wire transfer, he stated to inform him once I received the confirmation that it has been sent. I ordered lunch at XXXX XXXX  and used my debit card to pay but the payment did not go through. I called USAA to inquire about the decline of my lunch order and once I spoke with a representative I was told my checking account has been locked due to the deposit of fraudulent checks. The representative also stated that the bank no longer wants to do business with me because of the fraudulent checks and can not answer or assist me with anything else. The representative stated I was terminated and will no longer be able to use their services. I became really stressed after talking with USAA and decided to call Mr. XXXX regarding my bank account. I called him at XXXX and he declined my call. I messaged him to give me a call once he receives this message. He replied by saying he was in a meeting. I asked how long is his meeting and he stated 1-2 hours. I called him at XXXX because I was stressed with the call with my bank account being locked because of his instructions with the checks from the company and he did not answer. He called me at XXXX and I informed him my bank account was locked because of his instructions with depositing the checks. I asked him if the checks were fake and he stated no they are not and he will call the accounting department to fix this issue with my bank. I messaged him if he had any updates regarding my bank account situation and he replied the company payment are working on it. I asked how long would it take to resolve and he replied it will be very soon and he will inform me once it is done. He also stated it would be resolved before late Tuesday afternoon. I messaged him at XXXX stating I am on the phone with my bank and no one from XXXX XXXX has called regarding my locked bank account. I told him this needs to be fixed immediately because I have no access to the funds I share with my husband in this account. 
On Tuesday XX/XX/XXXX, I messaged Mr. XXXX at XXXX and at XXXX to call me once he receives my message. I asked him at XXXX if he had any updates and he replied sure it would be resolved today. I replied asking what did USAA tell him about my bank account and he stated the accounting department is working on it. That was the last message I received from this scammer aka Mr. XXXX. I have been living in a nightmare after dealing this employment scam. My mental health has been affected greatly and I cant afford to pay for the basic necessities. I also submitted my resignation letter at my current job and asked if I can rescind my resignation but was declined. I am a victim of this scam and cant sleep or eat. My husband and I have called USAA numerous times informing them that I am a victim of an employment scam. USAA stated that I now have a debt of around XXXX XXXX {$12000.00} due to the fraudulent activity for the checking account. I need help with this matter. I should not be held liable for this debt USAA stated I need to pay in 41 days. I have filed a police report and FBI written complaint regarding this employment scam that I am a victim of. I contacted the Maryland Attorney Generals office and filed a report. I filed a report with the Identity Theft Unit as well. In addition, I placed a freeze on my credit because I am afraid the scammer can make several purchases under my identity. Please help me with this case because I am a victim of this cyber employment scam that has put a tremendous hardship to my life.

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