Consumer complaint received 2025-08-31 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: GA

Complaint narrative:
On XX/XX/XXXX I was notified electronically on my phone that USAA detected fraud on my account and asked me to call them. The number they gave was XXXX and showed it was a USAA number. I was told by the individual that someone had tried to get XXXX from a XXXX XXXX  near me and they suspected it was fraudulent and asked me to go to the bank to address the issue. I was in clinic at the time and could not go, so I asked them to notify my wife. This was after they had asked me to change my password, they gave me a temporary password, and they remained on the line while I changed it. They then contacted my wife and had her on the phone for over 2 hours. She assumed it was USAA because everything was labeled USAA and they had all our account information. My wife goes to the XXXX XXXX in XXXX XXXX Ga. They were still on the phone and told her that they were trying to find out who was in on the attempted fraud by trying to deposit the XXXX in the account they designated. They showed my wife that our account was under investigation and that the transaction would not go through. Her trying to help did exactly what they told her to do, not knowing that our account was hijacked. She then went home and realized that they did let the transaction go through, and we were now out XXXX. She immediately notified USAA but because she was very upset and could not remember her pin, USAA disconnected the call and refused to help her. So, the very next day she called them again and reported the deception and fraud. She contacted what she thought was USAA but apparently were the same people that initiated the deception and fraud. On Thursday XX/XX/XXXX we were again notified by USAA that it was not considered fraud because she made the deposit willingly and we were out XXXX. My wife was and has been very distraught. So, in the morning XX/XX/XXXX. I called USAA about the case and was advised that they had no communication with us since the initial call on the XXXX, which they terminated and did not help. The lady 's name was XXXX, and I informed her of the situation. She spent about 2 hours on the phone with me going through everything and commented that they could see that the account was hijacked and we were a victim of Fraud, they made me change all my accounts and passwords as well as reissued new cards for the account. After a long discussion, she stated, that since they could clearly see that the account was overtaken and we were a victim of fraud that they were going to credit the XXXX back to our account and the case would be closed. We thought it was all done until we got a letter dated XX/XX/year> that they could not find evidence of fraud because my wife willingly made the deposit. I notified them of what had transpired on the XXXX of XXXX, and they said that was only a temp credit and that they would take it back on the XXXX of XXXX, which they did. I called them and asked for a higher review, and they stated if we could submit additional paperwork, they would apply for an appeal. As of this date we have been told that it was not fraud because of my wife 's actions and that they were trying to get XXXX XXXX  to refund the amount. I told them the whole thing was a scam, and we were deceived by the people that did this, and we should not be held accountable if they can not provide protection for their members. That is my XXXX  money from the Military as well as my 100 % XXXX pay, which I earned serving my country for over 22 years and under their policies it states that if we were a victim of fraud through no fault of our own, that they have a 100 % no liability protection. I feel they have failed to provide protection of my account and have a certain responsibility to protect that account. They never had a problem questioning a XXXX purchase but didn't even bother to question a XXXX transaction. I really feel because it was fraud from the get-go, we should be entitled to get our money back. In over 20 years with USAA, I have never made a transaction that large and for them to not even question it, I have severe reservations about the security of USAA in general. I worked hard in the military for that money and for them to non-chalantly just take it away is very hurtful and uncaring.

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