Consumer complaint received 2023-11-20
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: PA
Product: Checking or savings account
Sub-product: Checking account
Issue: Problem caused by your funds being low
Sub-issue: Overdrafts and overdraft fees

Complaint:
Up Front : This was an extremely complicated job scam where I lost around $ XXXX. I informed my bank ( USAA ) and filed an investigation, but they never contacted me for my evidence and just closed out my case, twice ( I disputed their initial determination ). I have filed a report with my local police and have the case number. 

I have been unemployed since XX/XX/2023 due to budget layoffs at my last employer. I maintain contact with a few recruiters and have added many more in this current job hunt. I am at around XXXX recruiters right now, as well as XXXX XXXX XXXXXXXX, and XXXX. I occasionally get a response and most times it peters out. The position is pulled, miscategorized, or no additional feedback. I have had 5 interviews total to date. Most recruiters are reporting zero ( 0 ) placements in the past few MONTHS. 

On XX/XX/XXXX I received an email from a XXXX XXXX that they found me and would like to proceed forward for a fully remote position if I like the job requirements and pay range. I proceeded with a XXXX XXXX for Stage 1 interview, emailed questions. Upon passing that round I was informed to have a XXXXXXXX XXXX  with XXXX XXXX for Phase 2. The conversation was very normal and had very relevant questions related to my field and expertise. I would be informed the next day. 

The next day, after some friendly banter with XXXX, I was informed that I was chosen for the position. In order to get my home office set up, I needed to go get some equipment and send them to a vendor in XXXX for configuration so I could start on Monday. They provided me checks for mobile deposit, which initially went through. Some other hardware and software needed to be processed for a total of {$24000.00}. Three of those went into wire transfers so there are routing and account numbers available to pull the funds back from and hopefully close on the other side. 

The XXXX equipment sent to XXXX received a signature, so there should be some video footage, and there is also a weird problem. When I called the XXXX XXXX XXXX ( XXXX XXXX XXXX ) they said that the driver did something wrong but would not provide any further information, although he knew exactly which package I was referring to. The mans name was XXXX XXXX XXXX  ), and there was also a woman named XXXX. 

Along with all of this, I have received an offer letter, welcome letter, company ID card, XXXX, XXXX, and direct deposit form from XXXX  ( employer ). One of these forms had their tax XXXX number listed, which I verified as correct. Even the website XXXX, if fake, was extremely well set up, as if someone used XXXX and asked for a website to meet numerous criteria. I also had a trainer who was going to call me to schedule some time on Monday XX/XX/XXXX to go over the company software and policies. THIS PERSON CALLED ME but I happened to be occupied at the time. We texted several times during the week. I did call a few times ( a XXXX XXXX number ) but he was busy and would get back to me. There is even a XXXX group which I believe is a part of this scam, as I wrote to one of the members that I was looking forward to meeting them but go no response of any type, even a XXXX XXXX XXXX XXXX XXXX XXXX ''. 

As far as XXXX XXXX, we chatted nearly all day all week on XXXX. When I called him on XXXX, he answered, and we would talk for a bit, giving me updates on the process and where things moved forward and others were waiting on something. NOTE : XXXX is horrible at exporting chats, a feature they removed, but there was a workaround which I used to capture names, dates, and text. Single pics posted have links to use. 

Regarding USAA : I have contacted them at various times during the week of XX/XX/2023 to file a fraud investigation twice, fix my kids accounts, find out what they can do, and informed them several times that someone needs to contact me to get the emails and chat that I have. I am locked out of the mobile app and online banking so if there was a portal I was supposed to use or get notices in, I was not informed of it nor was I able to access it. 

I have been a member with USAA for 22 years with no real issues until this scam, and they are just throwing me to the curb. THEY NEVER ASKED ME FOR ANYTHING THAT I HAD TO HELP THE CASE. They have decided to discontinue doing business with me as a banking customer due to the nature and amount of this scam and are removing me from all accounts. Fine. But they are also affecting my kids banking accounts because I happened to be on them. My son is a XXXX, but on the USAA side they just saw my name and my name again on the accounts ( no suffix ), so they decided to just close out his debit card instead of verifying a SSN or member ID on the card. I did not have a debit card on his account. This was reported to them. 

All chats and emails will be attached to this complaint. If it happens that something else is needed, please call or email me and I will get you what you need if I have it.

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