Consumer complaint received 2024-07-15 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:
XX/XX/24 - USAA sent me a debit card fraud alert via text message. I replied to the message via text asserting that I did not authorize the following purchases. At that point USAA should have had a system in place to stop these PENDING charges when their customer ( me ) answered them in the affirmative and told them that the charges are fraudulent : {$560.00} - XXXX XXXX  ( Order number XXXX ) {$260.00} and {$290.00} - XXXX XXXX XXXX XXXXXXXX ( XXXX XXXX XXXX XXXX  ) {$0.00} - XXXX XXXX  {$14.00} - XXXX XXXX XXXX ( This was immediately reversed ) The scammers fraudulently used my USAA debit card information and hacked into several of my accounts. I suspect that my XXXX or XXXX account was possibly used to send the unauthorized purchases to my residence. My XXXX account was also hacked and when I regained access to my account I learned that the scammers were using it to sell luxury handbags. I had multiple accounts compromised on the same day. 
I have strange email confirmations from XXXX and XXXX that appear to be additional attempts at unauthorized purchases. 
I could see on the email confirmations that the fraudsters sent the unauthorized purchases to my home address. Frightened by this, I called USAA on their recorded line on XX/XX/24 and asked them if the best course of action would be to refuse the deliveries. The representative agreed that that would be the best course of action. 
One purchase was refused when the postal worker saw the handwritten note on my door asking to refuse packages with the tracking numbers associated with the fraudulent purchases. Two of the three packages were delivered and I immediately wrote " Return to Sender '' on them and took them to the Post Office in my city ( XXXX ) and asked the postal worker to refuse delivery. I took a picture of the two pictures while at the Post Office to ensure that I had the tracking numbers and addresses for each of them. 
This can be seen by entering the tracking numbers on the packages XXXX XXXX XXXX XXXX - Recieved on XX/XX/24 by XXXX in XXXX, NY XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX and XXXX - Received in XXXX, ID XX/XX/24 - USAA reversed the provisional credits to my account because the scammers sent the merchandise to my home address. XXXX from USAA 's CEO office later told me that merchants often hire a company called " XXXX '' to handle these cases. Since my name, address, email, phone number, debit card number all matched it was ruled that I was responsible for the fraudulent purchases. 
I have uploaded proof that the merchants received the unauthorized purchases back but after researching both companies they appear to be completely illegitimate and I think they are the ones ( not XXXX XXXX as I previously thought ) trying to make a buck off of me. I am just wasting my time with USAAs fraud department because they obviously arent reading the notes from my multiple calls and they arent reviewing the documents I uploaded. Their response is the same every time. Their response is that the merchants said my name, email, address, and phone number were used. I filed complaints with the Texas Attorney Generals office as well as with the XXXX XXXX XXXX. I originally lost {$1100.00} to scammers because USAA cant be trusted to protect my money. 
I was successfully able to advocate for myself and my assets by taking matters into my own hands and contacting XXXX I first contacted them via a chat function on their XXXX page. After chatting with " XXXX '' for a while the chat disconnected. At that time I called the phone number listed and a woman connected me to a voicemail. I left a voicemail and " XXXX '' returned my call. His contact information is XXXX extension XXXX. He refunded the full {$560.00} ( {$500.00} of that was a gift card that the merchant was wise enough to identify as fraudulent activity and they deactivated it ). 
When personally trying to recoup the {$560.00} stolen from me from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). I tried contacting them by completing the " contact us '' form on their webpage. I also stumbled upon an email for someone working at one of their stores in an airport in Colorado. I emailed her ( XXXX ) and have not heard back. 
XX/XX/24 - I received a phone number from XXXX in USAA 's CEO office for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). That number was for a voicemail. I left a voicemail on XX/XX/24 at XXXXXXXX XXXX 
XX/XX/24 - Finally, I located email confirmations from XXXX XXXX XXXX XXXX  which had an email address listed for them. I emailed them separately for each of the two orders requesting that my stolen money be promptly repaid in full. 
XX/XX/24 - USAA made a determination that the activity was not fraudulent because they found no evidence of Account take over or debit card/account compromise. 
XX/XX/24 - Received an email reply from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  ) and email confirmations for partial refunds. The following is their response : -Order # XXXX : : XXXX XXXX XXXX XXXX in the amount of {$250.00} and XXXX x XXXX XXXX XXXX XXXX at {$9.00}. 

We do show the XXXX XXXX XXXX XXXX was returned to sender and we have gotten that refund processed for you, back to your original form of payment. 

-Order # XXXX : XXXX XXXX XXXX XXXX in the amount of {$250.00} and XXXX x XXXX XXXX at {$32.00}. 

We do also show that the XXXX XXXX was returned to sender so we have also gotten a refund processed on this item. 

Please note that both of the above Gift Card 's have been used in full and therefore no refund can be processed for those items. 

I am still owed {$520.00} from this merchant. I did not receive, nor did I use the ( XXXX ) {$250.00} gift cards. I should have also been refunded the {$10.00} shipping fee on each of the fraudulent orders ( Order # XXXX, XXXX # XXXX ). 
I am insulted as a XXXX member of USAA that they would rule against me and defame me by saying Im responsible for making these purchases. This nightmare has been going on for over two months. This all could have been prevented by USAA when I originally asserted via text message and over their recorded phone line on XX/XX/24 that the PENDING charges were in fact fraud as their system detected. USAA should never have processed those transactions.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation