Consumer complaint received 2022-06-01
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL
Product: Money transfer, virtual currency, or money service
Sub-product: Virtual currency
Issue: Fraud or scam

Complaint:
I was a victim of a XXXX XXXX XXXX scam, I was sent a complete application packet after I thought I was being interviewed and thought I had a legitimate job. I was sent three different checks to purchase equipment for my home office and software that would be downloaded to a laptop that was being sent to me by the company. I have been out of the job hunting for nine years and I placed my resume on nine years and that is where they advised they pulled my resume from I feel I was an easy target because I was out of the workforce for so long the first check was for {$4700.00} and I was told to wire it to XXXX XXXX at XXXX. The person who acted as the human resources supervisor was XXXX XXXX XXXX. I received the checks by email from XXXX I was advised to wire the funds of {$2200.00} and {$1800.00} on XX/XX/XXXX for the laptop software, I was then told that they also needed me to XXXX funds to a XXXX XXXX  for {$950.00} on XX/XX/XXXX and {$750.00} on XX/XX/XXXX. The scammer asked me to forward the sent information and advice they needed to send another check for the equipment for the office set up they sent a check for {$5100.00}. I became suspicious when I saw that the company was in a different time zone and the fact that there were sending me checks but I had not received a laptop, I contacted my bank on XX/XX/19 and a form was completed with the information I provided I continually reached out to USAA and I was told that someone will get back with me in XXXX to XXXX business days but I continued to reach out because I was not aware of my next steps and no one contacted me to advise me of what to do next finally today I got information that it was closed after the investigation and they put my account in credit only because they never reached out to me and I have all the information still the USAA rep I spoke with today reopened it and sent me over to the wire department they opened two files for both wires and this was the first time I have ever heard that they had a wire department when I made my first report I advised everything that happened and I know it is no one fault that I was scammed but I thought a bank I have been banking with for XXXX years would look out for me and provide me with what to do next I have in turn received the runaround and my husbands Veterans XXXX check was applied to the negative that was on my account I was advised by USAA it can't be reversed I also had a loan for {$1200.00} that was deposited in the account and I was advised by USAA there was nothing that could be done this was after I filed the Fraud. USAA was not helpful until today when I received two customer service representatives that went out there way to help and filed another incestigation for the case being that USAA did not contact me at all nor did they communicate with me around the case or contact me. I still have the application packet emails and and the XXXX conversation. I was advised by three customer services representatives that I would have to pay the funds I wired out back and I was told by the customer service representative that filed the complaint that I wouldn't be responsible I have received the run around concerning this issue and I am afraid now that there is no way XXXX  will be able to stop the wire on their end becasue it wasn't done when I filed the first complaint on XX/XX/19. I was provided case numbers with USAA this time which I wasn't provided at anytime. I do not want this to happen to anyone else with XXXX  XXXX XXXX or USAA individuals who have never committed a crime would not know what to do in cases such as this and when you are unaware that their are people that are lurking to prey on people such as myself that just want employment and have not been looking for a job. I want to make sure that XXXX Therapeutics know that these people are using their logo on documents to scam indivdiuals. The individual XXXX XXXX XXXX was providing instruction on XXXX.

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