Consumer complaint received 2025-08-30 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem caused by your funds being low — Non-sufficient funds and associated fees
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: UNITED STATES MINOR OUTLYING ISLANDS

Complaint narrative:
On XX/XX/year>, my account was accessed by an individual I believed to be a USAA banking specialist. While talking to him on the phone I received text messages from USAA bank. He told me there were fraudulent deposits made to my account, and he said he was going to reverse them. However, I later discovered that he was not affiliated with USAA and had fraudulently withdrawn {$4600.00} from my account via my cash app account, added it to a XXXX from a XXXX XXXX  card ending in XXXX. I have never heard of this bank and do not know whose card that was. While talking to me on the phone he did many fraudulent things in my account. He disputed a few old transactions ; He then deposited more money to my account at midnight and again at in the morning when I was talking to USAA reporting the fraud. At the end of our call on XX/XX/year>, he said he would call me in the morning to do a soft review of my account. I thanked him and hung up. 
He called me XX/XX/year>, at XXXX in the morning, and I told him I would need to call him back and he said he could call me back, I said no I am at work and will call you when I have time. That is when I figured out, he was a scammer. I called USAA at XXXX XX/XX/year>, to report everything that happened. All of this left my account overdrawn.

I only have one bank account, and my checks are direct deposited into my account. Two weeks ago, a direct deposit of {$950.00} was made to my account, and the bank retained the full amount. I could not pay any bills, buy any food, gas or anything else. I called USAA and let them know what happened and they said they could not do anything for me. I borrowed all the money I could to get back and forth to work and to get a little food. During that time, I tried to cancel another check I get from going into that account unfortunately XXXX will not change banking information over the phone. Two days ago, I called USAA and asked them to kick back my direct deposit so I could get my money, because they already kept the first check. Of course, they said there was nothing they could do so I had them escalate it and they said someone would call me. No one ever called me, they sent me an email stating that she was looking into my problems and if I needed to reach her, she gave me her number. I waited for her call and never received it. Of course, the bank deposit of {$1800.00} was made, and again, the funds were not returned despite my request. I contacted the bank to have the funds returned so I could access my money, but no action was taken. 
I have spoken with a representative from the XXXX XXXX, who assured me someone would call me back ; however, I have only received XXXX email. I find it troubling that the bank states I would have no liability for fraud and yet has charged me {$4500.00} for unauthorized activity, which is the result of that person and the phone call on XX/XX/year>. There were some transactions that day they did consider fraud but not all of it even though it was done at the same time. The dispute was denied on the grounds that I received goods and services, which I did not.

Currently, I have been without any money for three weeks, and I am facing severe financial hardship, I can not pay for my rent, food or transportation. I have called the banking specialist that was supposed to help me all day today to no avail.

The individual that claimed to be a banking representative from USAA on XX/XX/year>, and said he was helping me with the fraud on my account was not who he said he was. He did have a way to send me text messages like the real bank representatives do. I do not understand how this is not fraud.

I did not willingly initiate any transactions or maliciously cause any fraud on my account or others ' accounts. I only realized I had been scammed on XX/XX/year>, when he called me to do the soft review of my account and I promptly contacted the bank within 3 minutes after I figured it out.

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