Consumer complaint received 2026-06-15 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Funds not handled or disbursed as instructed
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CO

Complaint narrative:
b'I XXXX XXXX XXXX) was the victim of a fraud using my debit card and my deposit accounts at USAA Bank. In all the scammers succeeded in getting XXXX (and later an additional XXXX from my accounts. I reported the fraud to USAA within 15 minutes from discovery(per my XXXX bill call log), but despite the fact that the EFTA expressly limits my maximum liability to $XXXX when reported within 2 business days (which this clearly was) USAA has refused to refund my money. The detailed facts follow:\nOn XXXX XXXX while at work on a construction site I received a telephone call on my cellphone identified by caller id as USAA. The caller who identified himself as XXXX from USAA fraud protection services informed me that they had detected fraudulent activity on my account and that they were taking steps to stop the fraud and protect me. He seemed very genuine and knowledgeable, so I initially assumed he was genuine. The call continued for about 45 minutes (for much of which time he placed me on repeated holds while he said he was working on it and taking to a supervisor). When he said they were changing my password I began becoming more suspicions and while on one of the many holds I hung up the call. I then called USAA directly. On calling USAA I told them that I suspected that I had been scammed and they transferred me to their fraud department. They confirmed the that call from XXXX was fake and said they immediately froze all my accounts, disabled my debit card, had me reset my password and said they would investigate. After resetting my password and while still on the call with USAA I signed on to my account. They went through my recent transactions and they discovered several fraudulent transactions that I had not made, had not yet been posted to my online account and all of which I was completely unaware existed. They included the following items:\n1.\tA $XXXX transfer from USAA savings to my USAA checking which was posted to my online account that day XXXX.(USAA Bank Statement XXXX ACH dispute credit of a payment of $XXXX that I had made a month prior to my XXXX XXXX XXXX XXXX account, shows disputed XXXX ACH dispute credit of a payment of $XXXX that I had made that month to my XXXX XXXX XXXX XXXX account, shows disputed on XXXX ACH dispute provisional credit of a payment of $XXXX that I had made two months prior to my XXXX XXXX XXXX XXXX account, shows disputed XXXX transfer to XXXX XXXX of XXXX that XXXX XXXX apparently sent to +XXXX XXXX transfer to XXXX XXXX of $XXXX that XXXX XXXX apparently sent to +XXXX XXXX have never heard of and have no idea of what the above phone is and certainly did not authorize the transfers.\nThe net effect of the above fraudulent transactions when combined with the existing balance in my account was sufficient to allow the fraudsters to transfer the $XXXX to XXXX XXXX.\nAs directed by USAA following our call, I filed a fraud complaint with my local police department, the XXXX XXXX XXXX XXXX Patrol Sargent XXXX XXXX. The report number is XXXXItems 2, 3, and 4 showed on my bank account posting date XXXX (see bank statement). I did not initiate the ACH disputes of the payments to XXXX XXXX and told USAA they were fraudulent and should have been cancelled and reversed. However, USAA did nothing to stop them and the effect of allowing the ACH disputes and credits to go through increased the apparent balance in my account and allowed the subsequent transfers of the amounts to XXXX XXXX. XXXX XXXX has since contacted me concerning the reversed payments, I advised that they had be falsely done by scammers and have sent replacement payments from my later paychecks to avoid my accounts becoming delinquent. Adding insult to injury, by letter dated XXXX USAA has now advised me that they were reversing the item 4 temporary credit of $XXXX and charged my account thus causing me to lose that amount again since they had allowed those funds to be transferred with item 5. USAA gave the nonsensical explanation Because the transaction processed as intended, the provisional credit that was posted to your account for the disputed amount will be debited from your account on XXXX XXXX XXXX totally ignoring the fact that the transaction was the result of fraud and that I had not caused it. \n\nItems 5 and 6 show on my account as having been authorized on XXXX and posted on my bank statement XXXX (see bank statement). As I advised USAA on XXXX I never authorized either transfer. However, despite knowing that the transfers were fraudulent and having told me they would freeze my accounts, USAA went ahead and allowed activity to post to my bank account over 2 days later. At a minimum they should have refused the transfers and thus avoided any loss to my account, per the call that I had with their fraud team on XXXX.\nOn XXXX XXXX XXXX USAA sent me a letter saying they had completed their investigation of Item 1 the transfer from my savings account to checking in the amount of $XXXX and had determined that the disputed fund transfer was fraudulent, and had taken appropriate steps to secure the account. However, they then stated that funds were no longer available to move back without causing a negative balance and that no financial adjustments were made. See pdf dated XXXX attached. USAA completely ignored that the reason funds were not available was solely the result of the other fraudulent transfers they had allowed to be made.\nOn or about XXXX XXXX XXXX USAA informed me that they had issued Dispute Temp Credits in the amount of the two XXXX XXXX transfers (see bank statement and PDF XXXX.\nOn XXXX XXXX XXXX USAA sent me a letter concerning a fraudulent attempt that had been made by the scammers to dispute my payment to XXXX XXXX Tax. Since I had advised them that I made no such request, they withdrew it and no transfer was made. No explanation was given about why they had not done the same thing with respect to the other fraudulent disputes made by the scammers to XXXX XXXX which I had also told them were fake, but they allowed to go through.\nOn or about XXXX XXXX XXXX USAA reversed the temporary credits for items 4 and 5 and charged my account the total amount of XXXX (see bank statement). USAA emailed me two letters saying they had completed their investigation of the XXXX XXXX transfers, items 5 and 6, saying that they had completed their investigation and determined no error had occurred since the service provider is responsible solely for the transfer of the funds. Since the funds were sent in exchange for goods and/or services to be provided by the recipient, and the funds were successfully moved. They then reversed the temporary credits (see pdfs dated XXXX). This nonsensical explanation completely ignores that I had never requested any such transfer be made and USAA had been informed days before that the transaction were fraudulent. \nThe result of the fraudulent actions USAA permitted in my account has to date caused me to lose $XXXX I ask that this amount be immediately refunded by USAA as required by the EFTA.'

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