Consumer complaint received 2021-11-26
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NV
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
XXXX XXXX a recruiter reached out to me saying she had a opening with the company Boldly, and that I could connect with the HR guy from there, XXXX XXXX XXXX VA, for an interview about a customer service representative job from home. I reached out on XXXX, but beforehand looked him up on XXXX and he looked legit. He basically said that they had a job opening available for this position, and hed interview me and get back to me. Interviewed me on XXXX, and next day told me the results of the interview after going over it were that I got the job. He told me all about how Id make {$26.00} an hour, how training was 2wks long, and duties for the job etc. He said before training could begin, I needed equipment for the job, like a laptop, printer, scanner, things like that. He said theyre expensive pieces so their company sends out a check to me so that I can reach out to their equipment company to give them the money so they can send me equipment. At this point I had no suspicious thoughts, because Id been in the military the past XXXX and figured this might be how things are done in the civilian sector now. On XX/XX/XXXX, I received a check from them for {$4700.00}. XXXX told me to deposit it in my account, and then use XXXX, XXXX, and XXXX XXXX to get the money to their equipment company. So I sent {$1000.00} through XXXX, {$1000.00} through XXXX, and {$600.00} through XXXX XXXX to their equipment guy XXXX XXXX from XXXX, GA. I tried to do more, but USAA caps what I can transfer. So XXXX told me to just send the rest of it the next day. XX/XX/XXXX, I sent {$1000.00} more through XXXX and XXXX to XXXX XXXX, and XXXX told me I had another check coming to deposit as well. I went to login to my bank account and found it locked. So I called USAA, and they proceeded to tell me the check I had deposited was fraudulent, and that they would be freezing my account for an investigation immediately. I told them in tears I had no idea, and explained the situation. The USAA rep told me theyd contact XXXX to see if they could get the money back, and that I should report it on XXXX as well. After 7 days of no access to any of our money, I called to see if the investigation was over. They said it was, and that XXXX XXXX returning the {$2000.00}, and that USAA pulled the {$4700.00} back from the account. Yesterday, XX/XX/XXXX, XXXX came back and said they couldnt refund the {$2000.00} either even it was a scam. XXXX XXXX I called back USAA and told them under XXXX XXXX and the directive from the Consumer Financial Protection Bureau XXXX XX/XX/2021 of the Electronic Funds Transfer Act that banks are required to refund consumers for fraudulent transactions on their accounts. It said the law applies to if a 3rd party fraudulently induces a consumer into sharing account access information. This is put in place for when someone tricks you, so that when treachery is involved consumers are protected. USAA is not helping to resolve this issue in a timely manner, or following laws to keep the compliant to Reg E and this specific directive.

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