Consumer complaint received 2022-08-07
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NY
Product: Money transfer, virtual currency, or money service
Sub-product: International money transfer
Issue: Fraud or scam

Complaint:
thread as all other messages from USAA, phone number " XXXX ''. These text messages notified me that two wire transfers were sent, in the amounts of {$9800.00} and {$7200.00}. The text message notified me to call " XXXX '' if unauthorized. I believe I called this number and spoke to an individual who I believe was from USAA. The individual informed me that I was being scammed and USAA would be stopping the wire transfers from going through. I was on the phone for over an hour with the individual. I did not give my password. This occurred shortly after I signed up for XXXX. I believe that the individual sent the wire transfers through the XXXX app, by accessing my acccount. I do not recall ever giving my password or pin number during this conversation. 

USAA stopped the wire transfer for {$9800.00}, or the transfer was otherwise unsuccessful. The {$7200.00} wire transfer was successfully completed. I believed that USAA was aware of this. I called USAA ( the correct phone number ) several weeks later to check on the status of the investigation and USAA informed me that I was not on the phone with USAA on XX/XX/2022. I requested a reimbursement. USAA informed me that they would be investigating and it would take a very long time for me to reimbursed and further stated that I may never be reimbursed. The USAA representative reassured me that they would fully investigate the matter. 

I called back periodically and there was no information regarding the investigation. I was passed to the office of the CEO at USAA. These individual were very polite but offered no explanation or update. These individuals informed me that someone would be in touch with me, however, weeks went by with no update. I was unable to speak to the same individual and was forced to repeat my request for reimbursement. I was never asked for supporting documentation even though I offered it to USAA. The fraud scheme spoofed USAAs phone number and I offered to provide these text messages to USAA but they were not interested in receiving this documentation. 

USAAs strategy was to delay by stating that someone would be in touch without the intention of ever resolving this matter or investigating. I demanded to be given an answer regarding whether my claim for reimbursement was denied. USAA representatives refused to inform me that my claim for reimbursement would be denied, if it was still under investigation, and refused to respond in any substantive way. 

After repeated phone calls to the Office of the CEO, I asked for the agent who is authorized to accept service of process on behalf of USAA for the purpose of commencing litigation. The representative refused to provide this information. 

Prior to this fraud, I had only sent wire transfers on the most rare of occasions, including when I purchased homes. Since USAA 's refusal to address this issue, I am transferring my money and closing my accounts with USAA in preparation for litigation. I intend to commence litigation imminently.

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