Consumer complaint received 2018-02-03
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
Currently my wife and I are in the process of purchasing a new home. We decided to use XXXX XXXX as our lender and XXXX XXXX XXXX  as the title and escrow group. On XX/XX/XXXX, I received an email from a representative at XXXX XXXX stating that our mortgage application was completed and we were ready to go to escrow. The email stated that we would be receiving emails from XXXX XXXX with the final cost of for closing and wire instructions. After back and forth communications I decided to wire the funds requested, {$35000.00} ; following the wire instructions provided. The wire was made through my financial institution USAA at XXXX EST. Around XXXX EST that same evening our loan officer contacted my wife about more documents that were needed. After explaining that she did not think that more documents were needed due to the emails that were received through out the day and the funds that had been transferred our loan officer explained that her company had not provided any such request and that we had been scammed. Upon find out this information we contacted our financial institution and asked them to put a stop to the wire or to recall that wire. They explained that the wire department was closed and there was nothing for them to do at that time and that we should call back during regular business hours. We asked them to take a fraud report, which they did. I was also able to contact the local police department and start a police report. My next call was to XXXX XXXX XXXX to see if there was anything that they were able to do on their end. They informed me that there was not and since I was not a customer of their financial institution they wouldn't be able to help further. The next morning, XX/XX/XXXX ; I was able to contact the wire department when then opened and asked to stop the wire. XXXX explained that the wire was complete but that he could submit a non-guaranteed wire recall on the funds, which he did. He stated that it may take up to 5 business days but that was rare. The local police was able to get a search warrant and contacted XXXX XXXX XXXX to freeze the suspects account. After not hearing anything from USAA on XX/XX/XXXX, I called later that afternoon and spoke with a manager XXXX. She explained that the bigger financial institutions usually only take a day because they get so many request, and that as soon as USAA hears back from XXXX XXXX XXXX I would receive a phone call with the outcome. The day past and no response. I called at XXXX EST on XX/XX/XXXX to again speak with the wire department. XXXX informed me that USAA had still not received any response from XXXX XXXX XXXX. I called again at XXXX EST and spoke with XXXX who informed me that XXXX  XXXX XXXX had informed them that they had received the recall but was still working the investigation, but again assured me that when they receive a response they would contact me by phone before receiving an email. My wife called at XXXX EST and spoke with individual in the wire department that informed her of the same information that XXXX had informed me an hour prior. At XXXX EST, I received an email from USAA that stated that the Recall Request Had Been Denied and in the explanation section it stated the the beneficiary did not authorize the return of the funds. I immediately called for an explanation, but the wire department was closed for the weekend. At XXXX EST, I received another email from USAA stating that I a document to view. I viewed the document and it stated that their after their review no fraudulent activity was found and that no further action would be taken. Again I called to gather information about the document and the department is closed for the weekend. 

Also during the time from when we discovered that the two companies that I trusted to handle my information in purchasing a home no one from either XXXX XXXX or XXXX XXXX XXXX has been in contact with me about whether I should be concern about further hacks or to gather the information of what took place. I had to contact them on XX/XX/XXXX to find out if more of my information was at risk. They both pointed the finger at the other company and that nothing happened at their respective ends. As a client of these businesses I would have expected that someone from the company would have reached out to gather information or to inform me that their system was compromised and I should take necessary steps to protect my identity further. We trusted them with vital personal information and it seems as they don't care that one of their institutions were the platform for such a scam.

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