Consumer complaint received 2021-10-04
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MS
Product: Money transfer, virtual currency, or money service
Sub-product: Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem

Complaint:
On XXXX XXXX, received a text that my debt card to an account that I am listed on with my son, had been used to try to send money to someone in the amount of {$1000.00}. After contacting my son to see if it was him, he said that he didn't but he had received an email from someone who was claiming to be his XXXX. and that she was paying him for helping her move and sent him a check via email and when he clicked the email link is when I received the text notification and a deposit of {$5000.00} was made pending into his account. We immediately contacted USAA to inform them of what had taken place and was asked by the agent if either of us had tried to send a XXXX transaction to someone named XXXX XXXX in the amount of {$1000.00}, to which neither of us knew nor did we attempt to send that XXXX transaction, in fact neither of us even knew what a XXXX was. The agent then advised that she would put in a request to stop the transactions, both the {$5000.00} pending deposit and the {$1000.00} withdawal, due to it being a fraudulent attempt and with it being Sunday and the bank being closed on that Monday due to a holiday that it would be Tuesday before the Fraud dept would contact us or be able to do anything.So we waited until Tuesday but didnt hear or receive a response. So we called back on XX/XX/XXXX, when we saw that the transactions were still pending, and was routed to the fraud department and explained everything again. The agent told us that he didn't see where my son 's phone was hacked nor the account and that if either of us ever tried making a deposit in that amount again through email then they would no longer do business with us, inspite us explaining to him that the transaction had to have been a result of a phinishing scam when he accessed the email. The agent still made it seem as if this was done by XXXX and was making us out to be at fault. He then said that he would try and get to the bottom of it and asked if we could provide the email addresses that the transactions came from and we did that, he then told us that the account would remain in hold status until the money ( {$1000.00} ) was put back into the account and they would look into the incident. on XX/XX/XXXX my son received an email stating that the case was closed due to no fraud detected and then they went into my husband and my personal account and transferred the money to our sons account to bring it current without any notification whatsoever. Called back on XX/XX/XXXX to follow up and was told that the case was closed but they would reopen it because once again I had to explain the whole situation all over again and was told by this agent that a request to reopen the case was submitted. Called back on XX/XX/XXXX and spoke to the fraud dept. and was told that the case was closed on XXXX ... .at this point I am more than furious at the lack of assistance and this situation being resolved. I was then transferred to the XXXX XXXX dept. and had to once again explain the situation over again and the agent was not understanding why more wasn't done to have the looked into and said that she would open the case for further evaluation and was given a case # XXXX to refer to and then a few days later I received a letter stating that the case has been reopened and that they would be investigating to see what can be done and that since all of this started XXXX XXXX users were issued a security alert that their phones could be accessed and the hackers could get in and attack their accounts, but still nothing as far as help from USAA. Called back today XXXX and was told that on XX/XX/XXXX the case went from the dispute department back to the fraud department and on XX/XX/XXXX once again, stated that no fraud was found and was sent back to the dispute department on XX/XX/XXXX and closed. I tried asking the agent if USAA operates under the Federal Reserves and is this not covered under the Regulations that protect consumers from fraud, she put me on hold and cut off the line. It is an absolute shame that my son is trying to serve this country and get no help when something like this happens.

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