Consumer complaint received 2026-01-22 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
I am filing this complaint regarding fraud, account takeover, and USAA Federal Savings Banks failure to reimburse losses or provide adequate resolution despite my compliance with all instructions provided by USAA during the fraud reporting process. 

I received a phone call from an individual claiming to be a representative from the USAA Federal Savings Bank Fraud Department. The phone number displayed on my caller ID matched USAAs official customer service number. The caller stated there was a suspicious XXXX transfer in the amount of {$410.00} to an individual named XXXX XXXX last name unknown ) and asked whether I had authorized it. I stated that I had not. 

The caller then placed me on hold and returned, stating that someone was actively attempting to withdraw approximately {$21000.00} from my account. I was told that in order to stop the transaction, I needed to immediately go to the nearest XXXX Bank branch. During this time, I also received a text message from what appeared to be XXXX official text messaging number requesting that I verify a confirmation code. Because the phone number and text appeared legitimate and matched USAAs official contact information, I believed the communication was authentic. 

Following these instructions, I went to a XXXX XXXX  location under the belief that I was preventing unauthorized withdrawals. I was instructed to complete XXXX cash advance transactions : XXXX for {$9500.00} ( plus a {$10.00} fee ) and another for {$9800.00} ( plus a {$10.00} fee ). I was then instructed to deposit the funds into an account named XXXX XXXX XXXX XXXX, account number XXXX. I was further instructed to email confirmation of the transactions to XXXX and was told that a police XXXX was being sent to my home. 

After returning home, I contacted USAA directly using their official number. USAA advised that they had no record of the call and that no XXXX had been dispatched. I immediately realized I had been the victim of fraud. 

Additionally, the individuals involved gained unauthorized access to my USAA account. They changed my account information, moved funds, and initiated unauthorized charges, including transactions at XXXX XXXX. 

I immediately filed a police report with the XXXX XXXX XXXX XXXX Department, case number XXXX. The responding XXXX, XXXX XXXX XXXX, also spoke directly with a USAA representative by phone at the time of the incident. 

During the fraud reporting process, USAA instructed me to change all my login and personal account information. I repeatedly asked whether I should close my accounts to prevent further fraud. USAA representatives told me not to close the accounts and stated that changing my email address, username, and passwords was sufficient. I followed these instructions and was told my account would be secure. 

Despite following XXXX instructions and providing full documentation, USAA later informed me that I would not be reimbursed and stated that the fraud was my fault because the call originated from a spoofed USAA phone number. USAA has acknowledged that the number was spoofed but has still placed responsibility on me. 

Since the incident, I have repeatedly contacted USAA seeking resolution. Each time, I am transferred between multiple representatives and departments, required to repeat the same information, and receive no meaningful resolution or accountability. 

I have been a USAA customer for over XXXX  years and relied on USAAs fraud prevention guidance and representations. Despite being an FDIC-insured institution and despite my reliance on USAAs instructions, USAA has failed to reimburse the fraudulent losses or adequately investigate the matter.

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