Consumer complaint received 2024-02-20 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
On XX/XX/2024, I was contacted by someone I thought was from USAA Fraud Department ( that is my bank ), the number they called from was XXXX, which is my bank 's actual number. The gentleman introduced himself as XXXX and said he was from USAA Fraud Department and asked to verify my information like USAA does to access my account and go over some pending possible fraudulent charges and asked if I could verify my last 4 transactions which I did and then proceeded to ask if I was in Florida which I told him I was not. He stated USAA put a hold on those charges and that since it was through XXXX I would have to speak to a representative from XXXX XXXX  to get the charges reversed and that he was going to transfer me to get everything taken care of. ( It still didn't click I was about to be scammed, I was dealing with a screaming XXXX XXXX XXXX and trying to get things done for bed and tomorrow for school it was after XXXX XXXX  EST ) I was then transferred to who I thought was XXXX XXXX  and didn't even notice the ID : XXXX was misspelled. The gentleman introduced himself as XXXX XXXX and stated he was from the XXXX XXXX office even though the push notifications being sent to my phone were located in XXXX. The gentleman proceeded to explain to me what was happening and gave me direct instructions to follow to get these XXXX " {$500.00} '' ( XXXX ) charges ' reversed back into my account. First, he told me to share my screen so he could look at my apple profile to make sure everything matched in there system ( he had all my correct information but said the phone number was not one they had on file ; the one showing was a XXXX number ) He said he was gon na fix some security issues and run a test on the security features in my phone. After he completed whatever test he asked if I got the security alert which I did and the push notification said location was XXXX ( still didn't click ) He said the Security feature on my phone was turned off so he turned it back on and proceeded to send 2 more push notifications, he also did the same thing for USAA fraud departments notifications. He said everything should be good now and I should start getting notifications now. After that was completed he told me to go to my XXXX XXXX, to click on verify the credit card in my wallet since it was never verified in all the years I had apple, then walked me through the process of what I thought was going to reverse those 11 transactions. I had to open XXXX XXXX ( never heard of this nor knew what it was ), click the 3 dots at the top and send the money {$500.00} dollars at a time after each time I waited for a few min and he instructed me to do it again and again for about 6 charges. I told him I had to go and he called me 8 times the next day to let me know they had found the person who did this and that they had Florida Police Department issuing warrants for their arrest and made me do the same thing and I just listened again ( still and XXXX and didn't realize it ). After, that was done, he said he wanted too run one more test to make sure everything was up to date and the security features were still working. He said he changed my phone back to my actual number and reset my passwords then asked if there was anything else he could help me with and we ended the XXXX call. After about 20 min or so I received an email from USAA saying my account balance was low and I looked at my account and saw all the charges that I thought reversed the charges. I immediately called USAA fraud department to file a claim and explain what just happened. When I asked about XXXX ( USAA Rep ) if he called me the initial response was yes he called but after I gave my story she stated that no one called and that I called them but it was very short which she said was odd. The bank is denying it because XXXX XXXX  is super secure and the XXXX that I approved the charges which I did but only cause I thought I had to. I looked at my XXXX XXXX transactions and it showed the money was all transferred to a XXXX XXXX XXXX. Why would I transfer {$9500.00} from my USAA account when I bank with them all my money is there to a XXXX debit card I don't even know what that is. The bank told me they don't cover that type of scam even with a non dispute claim filed. XXXX claims that if I would have called them right away they could have maybe reversed the charges if they were pending but I wasn't aware of that. The bank ran me around in a circle for weeks and I still have no definite answer but the bank doesn't cover those types of scams and that it was my fault and maybe if I was more careful this wouldn't have happened but they do see the spoofer calling USAA 3 times to get into my profile which they did. I am also wondering why USAA fraud didn't alert when those transactions were being withdrawn since I have a XXXX spending limit per day unless I call and authorize the transactions. 

I submitted to the FTC : Report number : XXXX XXXX XXXX XXXX Police : # XXXX XXXX USAA Dispute case number : XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation