Consumer complaint received 2023-03-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
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/2023 I was contacted by USAAs phone number ( I was easily able to identify it was USAAs real number as I have there number saved in my contacts ). The so called USAA representative informed me of a fraudulent charge caught on my account and we proceeded to what I thought was take the proper steps to cancel my old card and get a new one sent. Unfortunately the caller was a scammer who had somehow been able to call through USAAs number and sounded exactly like a representative, even down to the music and same questions I was always asked by USAA reps. The scammer only asked for a six digit code that he was able to get sent to my phone meaning he already had enough personal information of mine to get the code sent to my phone ( He did not ask for nor was he given anything other than a six digit code ). Unknowingly to me he then had full access to my account where he sent himself a card and could deposit checks. On the morning of XX/XX/XXXX I logged onto my USAA account where I saw a fraudulent check that was deposit worth XXXX dollars, at this point XXXX dollars was spent of the deposit and the other XXXX dollars was still on hold. I immediately called USAA and talked to a representative where we saw another XXXX dollar deposit take place, So at the moment of me talking to a USAA rep only XXXX had been spent and the employee had put a stop on my account and I was told froze all transactions. I was told that they would launch an investigation and would contact me when they find out what happened. Later that evening I attempted to log into my account and was told my password was incorrect, I then called USAA to tell them someone had changed my passwords and I was told that was just protocol. I then went home and looked at my account through my mothers account ( My account was made when I was a minor so her account can view all my account movement ) and was surprised to see that even after my morning phone call another deposit of fraudulent checks was made and a flurry of withdrawals also made, all of which was happening after I had already given USAA all the info relevant to the case and was told they are taking care of it. I had thought of it as weird but was assured by multiple USAA reps that they are in control at this point. The scammer had been withdrawing the max amount of atm withdrawals over and over to collect as much money as they could all the way in California, there were dozens of withdrawals in California ( I live in Virginia ) and I had not been notified nor had it been flagged as suspicious by USAAs fraud team. On XX/XX/XXXX I heard back from a USAA represantive that told me the call I received on XX/XX/XXXX was a scammer and he was able to use USAAs number. He then also told me the scammer went in and changed my account password which as I mentioned earlier, I told the USAA rep. but was assured that was USAA protocol and not the scammer. XXXX hours after the original XX/XX/XXXX call I received another call from USAA telling me that they have made there decision in the case and they would put my account at a negative XXXX dollar balance and I will be required to pay all of it back. After that I went through a series of rereviews and appeals only for them to never call me back and in the end still leave me with a negative XXXX dollar balance to pay and was told my account will close in 60 days and if the deficit is not paid it will go to collections. My latest discussion with USAA took place XX/XX/XXXX where they again told me there decision had not changed. In the end I want my account cleared and closed after the negative XXXX dollar balance is cleared. I notified USAA of fraudulent actions within one day of them taking place and should not be left with a burden caused by multiple failures on USAAs security system. I would also like to note the first signs of fraudulent actions on my account took place on XX/XX/XXXX only hours before I called.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief