Consumer complaint received 2017-01-28
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA
Product: Bank account or service
Sub-product: Checking account
Issue: Deposits and withdrawals

Complaint:
XX/XX/XXXX, I fell victim to an e-check scam. USAA Federal Savings Bank assumed I was part of it. After 19 years, they assumed I was a criminal. 

The scam started on XX/XX/XXXX. A person claiming to be from the human resources department at the XXXX XXXX contacted me. She said I was shortlisted to interview for an available position based on my talent.hubstaff.com resume. I did n't recall applying for the company. However, after an exhaustive year looking for a permanent position, I let this slide, along with her XXXX address. 

I followed the instructions, and used my XXXX address to contact a supposed XXXX XXXX Hiring Manager via XXXX. This did not appear out of the ordinary. In looking for remote work, other companies mention XXXX for communicating with virtual staff. The hiring manager said to meet her at XXXX PST the next day. 

We met as scheduled on XXXX. She told me more about the Content Manager position and the XXXX XXXX. The job description was comparable to other companies and her details of the XXXX XXXX matched the company 's website. Then, she asked several interview questions. I assumed this was the first stage, so I did n't find it odd. When she came back 25 minutes later and said I had the job, I was incredibly shocked. Even the most menial remote position had steps. Nonetheless, I allowed myself to believe it was true. 

She asked me to verify full name, provide my address and began to discuss payroll. This is how she learned I banked with USAA. 

We met back on XXXX on XX/XX/XXXX. Around XXXX, I received an email from a supposed XXXX XXXX supervisor, complete with a XXXX-page offer letter, company code of conduct, XXXX and XXXX forms. About an hour later, I received the email with an e-check for {$4800.00} to buy my laptop from an approved vendor. I was to deposit the check using a mobile app. 

Since they were giving me money, not requesting money, I was n't suspicious. Plus, I 'd been using mobile banking for years. I took a photo of the front, the back, then made it to the verification screen. It stated {$200.00} would be made available immediately, and the remainder in 7 days. Still believing it was a legitimate job, I did NOT press submit. I thought the long hold would delay training. However, USAA Federal Savings Bank ceased doing business me within an hour. When I asked for an explanation, the manager alluded to fraud, yet would not provide specifics. 

Luckily, a XXXX search lead me to an article that exposed the full scam before I completed those " new employee '' forms. I told the fake hiring manager I would not be moving forward and blocked her on XXXX. I saved all correspondence for reference. In addition, I filed a complaint with the FTC, and notified XXXX support so others might be protected. 

Meanwhile, my relationship with USAA Federal Savings Bank is a nightmare. I never received anything in writing, so the only way to learn about this process is by calling. What 's more, the empathy and information vary each time. From what I 've gathered, my account is in credit-only status. It will be cashed out 60 days from XX/XX/XXXX, and the fraud department 's decision is final.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with non-monetary relief