Consumer complaint received 2024-10-02 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: VA

Complaint narrative:
The night of XX/XX/year> I received a XXXX XXXX request from an individual requesting to XXXX me {$40.00} for a coffee machine that I had posted and was trying to sell. The XXXX profile checked out, it seemed legitimate, but it quickly turned south. He asked to XXXX me in order to place the item on hold. After a short conversation, I received the XXXX request and an email verifying the payment went through. When I clicked on the email, everything seemed like it was coming from a real XXXX email, links and all. Obviously, that was not the case. Through this email link, scammers were able to get into my XXXX account and then get into my USAA account. After getting a phone call from the scammers in which I did not provide them any more information, I realized what was going on. I got ahold of the department of USAA that deals with scams and was viewing my account with the lady on the phone. She could see people in my account, moving money around and even changing my cell phone number to theirs. She locked down my account, but it was too late. The scammers were able to get my cell phone number, physical address, and account information thus allowing them to XXXX XXXX themselves 4 separate transactions. 3 transactions were for {$800.00} and then the other transaction was for {$1000.00}, thus totaling {$3400.00} that was stolen from me that night. 
After my account was locked down and I was comfortable knowing no more money was going to be stolen, I started to receive death threats from these scammers via email, XXXX messenger, text message and harassing phone calls from numerous names and numbers. These death threats with them knowing my physical address forced me to go to the Police and file a report and not stay at my residence that evening. My official police report for this situation is with the XXXX Police Department ( XXXX : XXXX ). 
As you can imagine, this incident was very traumatizing for me not only being harassed for numerous days, losing that much money and not being able to stay at my home. I was very comfortable knowing I have been apart of USAA for over XXXX XXXX and they would help me through this. I unfortunately have received the exact opposite treatment. I have been denied my dispute twice with a reason stated as, the funds were sent in exchange for goods and/or services to be provided by the recipient and the funds were successfully moved. I am not pleased with this outcome nor am I pleased with the reason provided. I was not purchasing any good or service, I was involved in a very high-level, multi-person scam. That evening, USAA should have alerted this fraudulent activity to begin with, these individuals were receiving thousands of dollars from me back-to-back to someone not in my contacts and not located in this country. I have never used XXXX XXXX in my life, and this should have been detected and my account locked immediately. 
This is not the first time I have seen fraudulent activity with my account, but this is the most egregious and has negatively impacted my life on several levels. I am reaching out as a last resort request for help. I have nowhere else to turn, but I need this money back. This was not something that was done by me, it was not something that was done on purpose. This is a perfect example of a high-functioning group of scam artists successfully getting thousands of dollars from a XXXX XXXX. As a XXXX XXXX, I expect more from USAA.

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