Consumer complaint received 2021-12-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Fraud or scam

Complaint:
I applied for a data entry wfh position and the company XXXX XXXX  contacted me bank for an interview. We went through the interview process, and within 30 minutes I received a notice saying I was a great fit for the job. I was then transferred to my " training manger '' who was going to help me finish the application process where they sent me employment documents to fill out, Including SSN and a front and back picture of my license. On XX/XX/XXXX I had a task to deposit the check that was sent to my house that they had me track, so I can send the money to the equipment vendor with the company. The check was deposited at around XXXX, and shortly after the check was deposited we started working on wiring the money through XXXX which is on my mobile bank app. We tried several transactions and all failed but one. We ended up canceling that transaction and trying XXXX. It is not well past XXXX I am setting up my XXXX account and after a couple of attempts all funds were failed again. So we go back to the mobile app and wire transfer through the bank to the equipment vendor, trainer has rewarded me my " sign on bonus " of {$200.00} telling me to take the fee out of the bonus to wire the funds. Shortly after the full amount of XXXX was successfully wired to chase bank. Around XXXX the wire was initiated. I contacted the bank the next day in concern because my trainer wanted to deposit another check over XXXX for extra equipment, once I contacted my bank XX/XX/XXXX, Thursday Morning no representative was helpful other than letting me know that I potentially loss my money and would be responsible for the full amount. I spoke with a couple of different representative all giving the same response but one, she helped me a little by telling me to find somewhere to protect the funds I did have and further process on protecting myself. On XX/XX/XXXX I called USAA again for any answers regarding if they were able to stop the charges or if the check was cleared, etc. The representative I was transferred to noted that no one has attached themselves to my file yet and also gave me the rundown that they will start to investigate and I am fully responsible of the funds. The next day my account is still under a XXXX hold and it is now XXXX so I had to wait until everything opened up again. I contacted the police department Sunday the XXXX, where an officer comes to my house to take my police report. After explaining to him everything that is going on he proceeds to tell me its nothing he can do either because no crime has been done and there is nothing to report. So I continue to find websites like these so I can share my testimony because I do believe it is not fully 100 % my fault, my family has been with USAA for many years and the second they detect suspicious activity with account they automatically notify the cardholder, within SECONDS!! Also, I was the one who notified the bank of the fraudulent charges due to researching and my intuition the next day! This check was XXXX, and no one tried to cancel my charges when I called, they just kept telling me I was going to have to pay. No protection from my bank, no help from the representatives, just protocol verses that sound repetitive. Now my account is red and in the negative of more that XXXX and no one seems like they can help. I really want to file a police report because this individual has all of my identification, but like previously stated before the police sees no crime. Please help I have run out of options and I don't know what to do.

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