Consumer complaint received 2022-07-14
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA
Product: Checking or savings account
Sub-product: Savings account
Issue: Managing an account
Sub-issue: Deposits and withdrawals

Complaint:
Hello, On XX/XX/XXXX, we were contacted by a fraudster pretending to be a USAA representative notifying my husband XXXX of possible fraudulent activity on our account and he wanted to verify and secure our account. He called from USAA 's phone number as though he were indeed an employee of USAA. We later found out he had hacked my husband 's account and was looking at our account in real time. Part of his " verification process '' included asking XXXX specific amounts of transactions to specific companies paid out by us. He wasn't exactly sure so he conferenced me in to verify. I listened and also logged in to verify and the account amounts and payees were exact. So, I and my husband thought he were with USAA. As the call went on, I got suspicious. Soon after, I received a text message from USAA asking if I had initiated a wire transfer in the amount of {$9800.00}. If not, call XXXX if unauthorized. I placed my husband and the fraudster on hold and proceeded to call the number. At the same time, I sent my husband a text message to let him know because we had both become suspicious. Once on the phone with " REAL USAA '' I explained the situation and asked if the fraudster was a real employee of USAA. He advised me that he was NOT! I sent my husband a text immediately! We were given instructions on what to do and transferred to XXXX. XXXX was to secure my husbands account and recall the wire transfer. While speaking with XXXX, he started to sound exactly like the fraudster because the line of questioning was almost exact! I was very loud and obnoxious and asked XXXX to hold while my husband called a different fraud number to verify his credentials. XXXX turned out to be legit. So, he went on to tell us he did a recall on the fraudulent and unauthorized {$9800.00} wire from our savings. There was no reference number given, no transaction id, no name of the fraudster, NOTHING. While XXXX was about to wrap up ANOTHER wire transfer in the amount of {$9800.00} went through. I was literally screaming in the phone by now. XXXX advised he would initiate another recall for this unauthorized wire transfer as well. We were advised the return of our funds would take between 3-5 business days after the " investigation '' was complete. We were also charged a {$20.00} fee for each transfer. XX/XX/2022, we received a wire-in transfer of {$9700.00}. We initially thought this was part of the resolution. No, it was not. After 3 failed status update phone calls, we call on XX/XX/2022 if I'm not mistaken and spoke to XXXX. Thank XXXX! XXXX advised us that the wire-in transfer of {$9700.00} was not a correction but indeed a rejected wire transfer that came back because the account numbers did not match. That was one of the wire transfers initiated from our savings account that was returned because the USAA and what we later found out from XXXX was a XXXX XXXX  account number did not match. They charged an additional {$40.00} to return it. Apparently, the fraudster tried opening an account in XXXX 's name. Thankfully, that did not work! THERE WERE NEVER ANY RECALLS INITIATED ON XX/XX/2022. XXXX proceeded to advise us there was NEVER a recall requested for the second wire transfer for {$9800.00} from our savings account. XXXX went ahead and placed the recall for us that day and also gave us reference numbers and transaction id 's for both transactions. He also gave us the names on the fake accounts. We initiated a complaint regarding XXXX 's lack of competence and initiative to do his job. We believe this could have been prevented had he done so. Again, we were advised 3-5 business days to hear something back. So, we call back XX/XX/2022 and speak with XXXX. By now, we are getting way past impatient but still trying to remain professional. XXXX gives us an update and affirmed that XXXX had done exactly as he should have. So, I began to ask XXXX if there were any notes showing we had reported the unauthorized wire transfer on XX/XX/2022. He looked under my profile where he found the notes XXXX left. He seemed quite disturbed to say the least. He too thought XXXX 's lack of handling the fraud report was a huge problem. XXXX felt the same. XXXX noticed the reporting of the unauthorized wire transfer along with a few other notes. He soon got the big picture of what was going on and it was not good. I asked for a provisional credit since this has gone on for way too long. I was denied. I then asked XXXX, why wasn't the Federal Reserve 's Regulation E procedures being followed. I read Section 205.6 and referenced Section 205.11. He gave pause and advised he needed to complete a form and have my call escalated since I asked him directly about Regulation E and read it to him. My husband and I were both confused as he left us on hold for a few minutes and advised someone would call me within 3 business days. Yesterday, I received an email from XXXX XXXX XXXX, Advocacy Advisor from USAA. It says " Thank you for bringing your concern to our attention. My team at the USAA Federal Savings Bank works in conjunction with the CEO 's office, and I am researching what occurred. I will contact you shortly to discuss this further. '' Section 205.6 of Federal Reserve 's Regulation E is below. 
https : XXXX # XXXX ( b ) Per what I have described, it was not followed. We believe USAA has not only disregarded Federal Reserve 's Regulation E. We believe they have violated the Bank Secrecy Act and that the Financial Crimes Enforcement Network should be notified.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with explanation