Consumer complaint received 2025-08-29 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NE

Complaint narrative:
On XX/XX/year>, a scammer/threat actor bypassed USAA 's security controls and initiated XXXX transaction disputes in my checking account with XXXX XXXX and XXXX. These were then used as a part of a spoofing scam. The scammer then called me, with " USAA '' as the Caller ID, and posed as a USAA employee to notify of a security breach. They somehow also retitled my Checking, Savings, and Credit accounts as " DEBIT REVERSAL STATUS '', further increasing my belief there was a serious security breach going on and my desire to resolve the situation. I unfortunately believed the scammer that they were a USAA employee calling to resolve this situation. They also intiated a {$2000.00} cash advance to my checking account from my credit account. They led me through sending a total of {$4100.00} from my checking account to my XXXX XXXX account because XXXX XXXX was a " trusted partner '' of USAA 's, and then sending the {$4100.00} to an external account from XXXX XXXX as a part of the " resolution process. '' The scam was complete and they disconnected the line. 

I reached out to USAA immediately in distress to report the scam. Several employees assured me that I would be credited the amount of {$4100.00} back and that I would be covered by USAA 's " Zero Liability Policy. '' They credited the amount back to me. On XX/XX/XXXX, USAA uploaded a document to my account explaining that they had determined that I had " authorized '' the transactions and on XX/XX/XXXX, they reversed the credited amounts from my account that put my checking account at a - $ XXXX balance. This caused extreme distress and have spent a few more phone calls explaining that I did not in any way " authorize '' the transactions and that I was scammed. An Overdraft Protection then transferred - {$3800.00} to my credit account from my checking account, putting my credit balance past my credit limit and forcing me to saddle an extra {$3800.00} in debt. 

Today, on XX/XX/XXXX, a " Dispute Specialist '' called me to confirm that they would not help me, even though I explained that their security controls were compromised to begin the entire situation. The Dispute Specialist admitted that this particular scammer was " smarter '' than USAA and that there was nothing to be done. USAA is avoiding accountability and shifting the blame to me. I have been a loyal, paying customer of USAA 's for XXXX years. I have payed them thousands of dollars in insurance coverage, an entire car loan amount without any late payments over 5 years, and have not filed any insurance claims in several years. 

It makes me severely upset and distressed that USAA will not credit {$4100.00} to my checking account, a relatively small amount of money for their business, and simply help a loyal customer work through a distressing, depressing, and humiliating scam situation. I am getting married in XXXX months and this situation has caused a ton of disruption in planning and paying for not only wedding services, but bills, rent, and living expenses. I had planned to remain with USAA the rest of my life, but I simply can not trust they have my best interests in mind by refusing to help me recover these funds.

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