Consumer complaint received 2025-03-17 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: TX

Complaint narrative:
FROM : XXXX XXXX XXXX XXXX XX/XX/XXXX On XX/XX/XXXX, I received a call on my cell phone from an individual identifying himself as XXXX ( last name unknown ), allegedly an employee of USAA Federal Savings Bank. This person informed me of suspicious activity on my checking account. He knew the USAA Bank routing number, my USAA checking account number, and my USAA bank debit ( VISA ) card number linked to my checking/savings accounts. XXXX instructed me to perform a cash advance decoy transaction and advised that my current checking account should remain open, with a new account to be opened. He directed me to transfer {$18000.00} via a cash advance to XXXXXXXX XXXX XXXXXXXX, XXXX XXXX XXXX XXXX, XXXX XXXXXXXX XXXX  using account number XXXX. He claimed this was necessary to investigate the suspicious activity. My USAA Debit card was within my control at the time of this call. USAA did not block or alert me to contact them before performing this large cash advance, which is contrary to their standard practice. Instead, they processed the transaction without any questions. I am disputing this transaction because I feel that USAA should have provided better protection against such situations. 
Approximately one to two weeks before XX/XX/XXXX, an online transaction attempt for {$2400.00} was made, possibly by XXXX or another party, to " XXXX XXXX XXXX '' using my USAA Debit Card account number ending in XXXX. USAA declined this transfer after I alerted them that I did not authorize a purchase from XXXX XXXX XXXX. USAA performed its duties appropriately in this instance. I had never engaged in business with " XXXX XXXX XXXX '' before this contact. 
I received a new USAA Debit card on XX/XX/XXXX, which I activated on XX/XX/XXXX. On XX/XX/XXXX, I was contacted again by XXXX, who provided an employee ID of XXXX and a USAA office cell number of XXXX. While I do not work for USAA and am unfamiliar with their policies regarding the distribution of phone numbers or employee IDs, many companies provide such identifiers, making this request seem plausible. XXXX indicated there was suspicious activity on my account and that the investigation could take up to 72 hours. After this period, XXXX said I would need to activate another USAA debit card and initiate a call to set up new USAA checking and savings accounts. 
On XX/XX/XXXX, XXXX instructed me to perform a cash advance authorization using a masked USAA Debit card number to a XXXX XXXX XXXX account to identify the source of the suspicious activity. He directed me to deposit the funds into a business account under the names XXXX XXXX XXXX XXXX and then XXXX XXXX XXXX XXXX XXXX, using my new USAA debit card. XXXX had my login credentials for the USAA mobile app and provided a temporary ID number. He instructed me to visit a teller at XXXX XXXX  XXXX in XXXX XXXXXXXX XXXX and obtain a transaction receipt and the teller 's ID number. During this transaction, Teller ID : XXXX needed supervisor approval to proceed. The transaction used my USAA Debit Card, XXXX, to an account number listed on the attached XXXX XXXX XXXX XXXX XXXXXXXX receipt. 
Despite the large sum involved, USAA 's security systems did not flag or block this {$18000.00} cash advance. XXXX continued to pose as an investigator and promised to contact me within 48 to 72 hours. On XX/XX/XXXX, USAA returned the {$18000.00} to my checking account. However, on XX/XX/XXXX, USAA debited the {$18000.00} from my account again. 
On XX/XX/XXXX, I received a claim review letter from USAA, stating there was no fraudulent activity, which I contest. Following USAAs internal investigation, the {$18000.00} was credited back to my account on XX/XX/XXXX, but removed again on XX/XX/XXXX, when USAA decided they were not liable. A letter from the USAA Fraud Department dated XX/XX/XXXX, indicated that the XX/XX/XXXX, transaction could be re-reviewed. I contacted the USAA Fraud Department on XX/XX/XXXX, requesting a re-evaluation of the transaction and associated bank fraud. On XX/XX/XXXX, my husband visited the USAA Federal Savings Bank lobby in XXXXXXXX XXXX XXXX, and provided details of theXX/XX/XXXX XXXX XXXX XXXXXXXX transaction , subsequently closing our USAA savings and checking accounts. 
Since then, I have chosen to conduct business with a different local bank in XXXX XXXX XXXX 
Due to the success of the cash advance transaction on XX/XX/XXXX, XXXX contacted me on XX/XX/XXXX, to further " investigate suspicious activity '' and requested another {$15000.00} cash advance online using my banking information. This time, USAA blocked the transaction. XXXX then attempted to contact me using an inoperable phone number and has since moved on to other potential victims. 
After the incidents on XX/XX/XXXX and XXXX, XXXX, USAA sent another new debit card, which I have not activated due to ongoing fraudulent activity and perceived negligence by USAA personnel.

This type of fraudulent activity necessitates a thorough investigation by local police, the FBI, and the FTC.

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