Consumer complaint received 2026-01-07 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: MN

Complaint narrative:
On Saturday XX/XX/year> around XXXX I received a phone call from XXXX at the USAA Fraud department . This call came from a USAA number. He asked if I was currently traveling in XXXX XXXX, and I responded no. He then asked if I had tried to use my card to withdraw $ XXXX dollars from my account, and I responded no. He told me at that time he was going to lock my card and freeze my account as he was concerned my account had been compromised. 
I received several texts from USAA showing this activity was occurring. He than asked me to lo into my account t while we were on call to determine none of the transactions showing were fraudulent. 
I logged in and as I did my accounts were labeled under investigation and all balances were hidden. I asked why that was happening and he explained it was a precaution they take. He also then deactivated my card, and explained as he did thjs that it would also remove from my XXXX XXXX, which it did. 
Once in he explained the transaction for the large amount of money was trying to be made from a XXXX XXXX XXXX. He stated he couldnt authorize a new debit card for 14 days unless I was able to go to the bank to help see hay was going on, and kept implying this was an inside job of a staff there that must have stolen my card. He asked me if I had used my card recently, and I responded yes as it is the only card I used. 
While going to the bank several transactions in my account t were disputed, to include 2 large transactions. One to XXXX XXXX  for a card I had just paid off, and another to XXXX XXXX for a loan I had paid off. I DID NOT make these disputes, they were not authorized disputes. 
Once at the XXXX he told me to talk to a teller and ask for a deposit form. He was going have me make a fake transaction ( with my no longer active card ) to a dummy account ( so money wouldnt actually be moving anywhere ), so he could get more info from the bank. 
Once this was completed he has me email receipts to a USAA email ( XXXX ) while he contacted law enforcement to help assist. 

After a bit the line disconnected. I immediately called the number back and it was not a working number. I then called USAA and was informed I had been the victim of a phishing scam. The woman at USAA was able to help secure my account, and we immediately started the process to dispute the {$17000.00} transaction. 

I called both XXXX XXXX  and XXXX XXXX to explain I had not actually disputed the loan payoffs to them. I tried to call XXXX XXXX  but they were unable to help as I do not have an account with them. I submitted all documents requested by USAA to them regarding this incident. 

On XX/XX/XXXX I received a communication my dispute had been settled and there was no error on the banks end. I disagree, and filed an appeal. 

The error started when a person was allowed access to my account without my knowledge or permission. At no time did I give out my user name, password, or any information ( address, DOB, etc. ). This is a security issue on USAAs end.This person then falsely disputed 2 large transactions, which somehow made funds immediately available to steal. If this person had not been able to gain access to my account the funds would never have been available for stealing. I feel I am entitled to full restitution of my 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