Consumer complaint received 2026-05-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
On XX/XX/year>, I received a phone call from an individual who claimed to be a representative of the USAA Fraud Department. The caller stated that suspicious transactions originating from California in the amounts of {$700.00}, {$630.00}, and {$66.00} had been detected and blocked on my account. The caller correctly identified personal information, including my name and address, and referenced recent banking activity, causing me to believe I was speaking with a legitimate USAA representative. The caller then informed me that an attempt had been made to transfer approximately {$10000.00} from XXXX XXXX using my USAA account. When I denied authorizing such a transaction, the caller stated that my banking information may have been compromised and that an active fraud investigation was underway. The caller further represented that USAA was attempting to identify the individual responsible and requested my assistance in the investigation. Believing that I was working directly with USAA 's Fraud Department to protect my accounts, I followed the caller 's instructions. During the call, I was directed to visit XXXX XXXX branches and conduct transactions that I believed were part of a legitimate fraud prevention process. The caller also directed me to change my online banking credentials and provide authentication information under the representation that my accounts were being secured. Only after speaking with USAA directly later that day did I learn that the caller was not affiliated with USAA and that my accounts had been compromised. At that time, I discovered that approximately {$10000.00} had been removed from my accounts through a series of transactions that occurred on XX/XX/year>. I immediately reported the incident to USAA and took steps to protect my accounts and identity. These actions included freezing my debit card, changing online banking credentials, filing a police report on XX/XX/year>, filing reports with the Federal Trade Commission and IC3, submitting a complaint to the North Carolina Attorney General 's Office, and placing freezes with all three major credit bureaus. USAA subsequently denied my fraud claim. Believing that relevant facts and supporting documentation had not been fully considered, I requested that the claim be reopened and reinvestigated. On XX/XX/year>, USAA denied my request and closed the matter. I respectfully disagree with the outcome and remain concerned that the investigation did not fully consider the sophisticated impersonation tactics used in this scam, the circumstances under which the transactions occurred, and the extensive documentation that I have provided. I am requesting a thorough and impartial reinvestigation of my claim, a detailed explanation of the findings and basis for the denial, and reimbursement of the approximately {$10000.00} lost as a result of these unauthorized transactions if the evidence supports such relief.

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