Consumer complaint received 2022-08-15
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Money transfer, virtual currency, or money service
Sub-product: Domestic (US) money transfer
Issue: Fraud or scam

Complaint:
On XXXX XX/XX/2022 at XXXX  hours, I, XXXX XXXX received a phone call from what I believed was USAA. The caller Id stated USAA and the phone number matched the phone number that is used by USAA. The caller contacted me and requested account information just as the actual USAA representative would ask. I was informed by my caller that there has been multiple attempts for wire transfers on my account ( XXXX ) and requested if I was the initiator of these transfers. I informed the caller I was in fact not initiating any wire transfers and if there are wire transfers then they would be fraudulent. The caller stated he would assist me in fixing my account and stopping the wire transfers. The caller sent me 2 text messages from the USAA phone number for a verification code. The caller also sent me and email with the companys logo in the corner and the email address was the same address I have received emails from in the past from USAA. While I was engaged in conversation with the caller I contacted USAA customer service line on a separate mobile device to inquire the legitimacy of the initial caller. The USAA representative informed me the initial caller was in fact a scammer. While speaking to the USAA representative I attempted to change my account information so as to block the scammer from withdrawing any funds from my account. Unfortunately I was too late and the scammer initiated a wire transfer in the amount of {$1100.00}. I informed the USAA representative of the transfer and he stated he would reverse the wire transfer and my funds should be back in my account within 10 business days. The USAA representative informed me I should change my account login information in an effort to prevent any further fraudulent activity. As per the representatives advice I changed my username, password, and PIN number. I patiently waited for the incident to be rectified and my funds to reappear in my account. On XXXX XX/XX/2022 my funds had still not been credited to my account. I contacted USAA to inquire where my funds may be. The representative informed me that the initial reversal of the wire transfer was canceled due to unknown reasons, but they could initiate another reversal and contact me the very next day to provide me with any and all updates. I never received a phone call with any updates regarding my funds. On XXXX XX/XX/2022 I still had not yet received my funds from the total account takeover I experience on XXXX XX/XX/2022. Again I contacted USAA to inquire on the whereabouts of my funds. I initially contacted what I believed was the fraud department. After explaining the situation to the representative he recommended I be transferred over to the wire transfer department. While speaking with the representative from the wire transfer department I was informed that no new notes were added to my account regarding the incident, but a second wire transfer reversal was initiated on XXXX XX/XX/2022 and a request for the total account takeover was initiated to contact me. The representative stated it typically takes the total account takeover department approximately 3 days to reach out to you, but I never received an attempt to contact me from that department. The representative also informed me that the second wire transfer reversal was canceled due to an already existing request for reversal from XXXX XX/XX/2022. The representative stated at this point she has no new information and can initiate a new request for the total account takeover department to contact me. The representative also stated that the time frame of this process is flexible due to company policy being the will not credit the funds to the account until the receiving bank provides information of the transfer. The representative also stated that some banks never respond or provide information. I was informed by the representative that they are unable to provide me with any other information and stated that I must wait 3-7 days to speak to the the total account takeover department to inquire what is going on.

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