Consumer complaint received 2022-04-29
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Other transaction problem

Complaint:
On XXXX XXXX, I was contacted by someone who purported to be from USAA. The telephone number that popped up on my screen appeared to be from USAA. The caller identified himself as being from USAA and told her they suspected fraudulent activity on my account transferring funds through XXXX from my checking account. The caller then lead her through an ID verification procedure that seemed to be all the right questions USAA uses to verify a customer 's id. The caller indicated that in order to stop the fraudulent transfer another transfer needed to be authorized to " reset '' the account. The caller asked me to submit funds to myself for the same amount which was trying to be transferred fraudulently, using my cell phone number as XXXX uses to identify. The amount was {$1000.00}. 

Right after the call, I contacted my husband and my husband received the same call ; the caller asked me for my spouse 's number so they could notify him as well. My husband, who is a CID Agent with the XXXX XXXX, identified the caller as being fraudulent and I immediately called USAA to notify, identify and dispute the fraud. This was all on XXXX XXXX. USAA did not request I make any notification in writing. The next day, I received a similar call to " follow up on the resetting of my account ''. The number that came through was the number identified on USAA 's debit cards. I hung up and called USAA again to notify them that the caller had tried again and this time used the number identified on the debit cards. I gave a detailed explanation of the facts the first and second time, I called ( XXXX XXXX and XXXX XXXX ). USAA did not request any written notification. The representatives each told me I would receive a notification in 3-10 days. No notification was ever received during that time frame. Since then, I have made repeated calls to USAA and each time I have to retell the event. The response is always the same, " there are no notes in the file, it is still being investigated, I should receive a response by such and such date ''. 
During one of my attempts to find out what was happened, I did speak to a representative that indicated the matter was closed for accounts being flagged. I asked if this closed the fraud matter as well, and they stated " no ''. Last week ( Monday, XXXX XX/XX/2022 ), I talked to a consumer representative, who indicated that none of what I originally reported nor all of the facts were in the file for the reported event ( only minimal ). This representative also stated that each time I called, there were no notes other than " update ''. This representative took all the information, again, and indicated I should change passwords and such on the app. I was notified she would receive a call or a notification by Thursday, XXXX XX/XX/2022. It was also indicated I would receive a copy of the report, which I did not receive. The representative supplied her extension number and said I could call her if I received no notification. I did not receive anything by Thursday. I called the representative on Tuesday, XXXX XX/XX/2022 and left a message on the representative 's voicemail. I received no call back and called again on Wednesday, XXXX XX/XX/2022, and left another voicemail. Needless to say, no notification or contact has been received. I have not received any credit of my funds ( {$1000.00} ). 

I believe this incident falls under Regulation E of the Electronic Funds Transfer Act which covers transfers of funds that are coerced and not for any goods or services. I believe USAA is in violation of this act and regulation.

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