Consumer complaint received 2025-09-11 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA

Complaint narrative:
On XX/XX/2025, I was contacted by what I believed to be a USAA fraud department member. The scammer used the exact same script USAA uses when calling someone and verifying their information ( current address, full name, DOB, and your USAA pin ), so I assumed it was real. After confirming who I was, they went over some charges they wanted to dispute that happened on my card. Once I confirmed the charges were not mine, they said they were going to freeze my account so that no more of my money would be taken. They had my login to the USAA app ( NOT THROUGH A LINK I would like to add ; I accessed it through my phone app ), and I could see my balance was hidden on all my accounts, and my accounts were under investigation. They then notified me of XXXX more fraudulent charge for {$14000.00} USD in a wire transfer, which again I didn't authorize. For them to get the teller 's information on who initiated the wire transfer. The fake USAA member had me go to the bank, and it was being actioned through. I was insured multiple times, my account was frozen, and the scammers wouldn't be able to access any more of my money. Once at the bank, I was instructed to look around and to see if any of the tellers didn't have a name tape on or looked suspicious. While I was at the bank, they had me do a cash advance so that they could get the teller 's information and the session number for the fake wire transfer of {$14000.00}. There was a charge for {$10.00} so the final total was {$14000.00} USD. They told me this was necessary in order to keep my money safe, and no money would actually be transferred. After this was done, I was told that the bank would call me back in a few hours. Once they didn't, I called the real USAA on XX/XX/XXXX and asked about it, and that was when the real fraud member told me that they did not call me. Once the member said how my account looked, he even stated that he did not know how they changed my account status and were able to hide my balance. This began the fight with USAA, and they denied my dispute XXXX  after providing them with all the evidence that I was scammed. After the third phone call with them, I was told USAA can't help and to call XXXX XXXX. That went nowhere since XXXX XXXX  was not allowed to release any information on the account that received the {$14000.00} USD. After this, I filed an XXXX complaint, and I also called the FBI hotline, and an FBI employee took my statement. I also filed a Police report with the local Police department. After another call to USAA, I found out the actual charge of the {$14000.00} USD was never disputed, and the manager actually put in a dispute for me. I was given temporary credit of {$14000.00} USD, but now they are going to take it back since they said they rejected my dispute again.

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