Consumer complaint received 2026-05-15 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION

Complaint narrative:
To Whom It May Concern, I am submitting a formal complaint regarding fraudulent transfers that occurred from my and my wifes accounts after we were targeted in a highly convincing impersonation and phishing/social-engineering scam involving individuals posing as representatives of our bank, USAA. The individuals who contacted us appeared credible and used information and tactics that caused us to reasonably believe we were speaking with legitimate fraud department personnel. The phone number and caller identification were spoofed come across as USAA ( both name and number were USAAs real number ). We were informed that our accounts had allegedly been compromised and that immediate action was necessary to protect or secure our funds. Acting under that belief and under significant pressure and urgency created by the scammers, we followed the instructions provided and transferred funds. At no point did we believe we were voluntarily giving money away or authorizing transfers for the benefit of criminals. We believed we were acting in coordination with our bank to prevent fraud and secure our accounts. The transfers were therefore induced through deception, coercion, impersonation, and fraudulent misrepresentation. After discovering the scam, we immediately contacted USAA and reported the incident. However, the response we have received has focused primarily on the fact that the transfers were technically authorized because we physically initiated them ourselves. This position fails to account for the fact that the transactions were induced through fraud and social engineering. This incident appears consistent with what is commonly referred to as Authorized Push Payment ( APP ) fraud, where consumers are manipulated into transferring funds under false pretenses. In these situations, the consumers apparent authorization is obtained through deception and impersonation, not through informed or legitimate consent. I am requesting that the CFPB review the following concerns : 1. Whether USAA employed adequate fraud detection, intervention, and warning mechanisms given the unusual nature and circumstances of the transfers. Although notices have gone out in the recent weeks, this was after our engagement and supports the systemic nature of the fraud. 2. Whether USAA fulfilled its obligations to investigate the fraud in good faith and consider the role of impersonation, coercion, and social engineering. None of the investigatory information provided suggests that it was viewed as fraud, only as a transaction 3. Whether USAAs handling improperly relied solely on the technical fact that we initiated the transfers, while disregarding the fraudulent circumstances under which they were induced. 4. Whether additional consumer protections should apply in cases involving XXXX fraud, bank impersonation scams, and social-engineering attacks. 5. Whether recovery efforts, holds, recalls, or escalation procedures were pursued promptly and appropriately after the fraud was reported. The financial and emotional impact of this incident has been substantial. We acted in what we genuinely believed was coordination with our banks fraud prevention process. We did not knowingly or willingly send funds to criminals. I respectfully request that this matter be formally reviewed and that USAA be required to provide a more complete explanation of : * its investigation, * the fraud prevention controls that were triggered or bypassed, * any recovery efforts undertaken, * and the basis for denying reimbursement or liability consideration. Thank you for your attention to this matter. Sincerely, XXXX XXXX Attached : - 1 of 4 dispute denial responses from USAA. I have access to the remaining 3 denials, but did not attach as they all read the same. - Voice recording of the phishing agent following up to ensure all accounts were functioning properly ( note : the USAA waiting music and phone number spoofing were on this call as well ). USAA ( actual ) denied our attempt to receive this file as they said it was not important. - Documentation of investigation. Note the highlighted section that reads reimbursement for fraud

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation