Consumer complaint received 2024-06-03 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: NV

Complaint narrative:
To Whom it may concern, my name is XXXX XXXX and on XX/XX/XXXX I received a call from what appeared to be a USAA representative alerting me of a fraudulent attempt at a wire transfer. They somehow were able to call from what appeared on my phone as a call from USAA 's XXXX number. They had me logon to my account to locate a supposed FDIC form under products ( I did not have to use my USAA app or pin so I thought it was truly a USAA representative ) and fill out this form to alert the FDIC of the fraud. The scammer had me enable phone sharing so they could direct me to the website and show me where the form was and fill it out with the amount being scammed of $ XXXX. With the stress of thinking I was being frauded, the form I thought was a FDIC complaint form was actually a wire transfer, but I didn't realize this until it was too late. I noticed this while still on the phone with the scammer and hung up and called USAA immediately. While I was talking to USAA the scammer then tried to call my phone multiple times. USAA transferred me to their USAA fraud department and that's when I filed a complaint immediately and after getting of off the phone I immediately called back to ask if there was anything else I could do and was told no and to wait out the investigation. I immediately looked it up online and found a wire recall, if done within 30 minutes would be successful, however by the time I got back on the phone with USAA I was informed their wire department was closed and I had to call back in the morning for the recall, which I did. I'm upset with USAA because I called the representatives within minutes of this scam and would have been well within that 30 minute window had I been directed to the wire department immediately following the fraud complaint. I also called the XXXX Police Department and spoke with XXXX XXXX and that case # is XXXX. I then called the recipient bank which is XXXX XXXX and gave them the scammers account name and account number ( XXXX XXXX... I got this off the wire transfer from USAA wire department ) which was still active at the time and let their fraud department know what was happening at their bank and to also give them the XXXX Police Department case number and to let them know that USAA, my bank was reaching out with a wire recall. I was told they would keep an eye out for that request from USAA and then they would go from there, but until then there was nothing they could do, which is understandable, except keep the information on hand. I've called USAA for updates several times since the XXXX of XXXX and was told on 2 separate occasion that our account would be credited the amount that was frauded/scammed from us of $ XXXX. However, today I called for an update, as I'd still not seen the credited amount and was told that even though I was frauded/scammed from this person posing as a USAA representative that I wouldn't be getting the money back because the wire recall was closed after receiving no response back from XXXX and that there was nothing else that could be done because I logged on and got scammed and that USAA wasn't liable. I understand where the representative is coming from ; however, if I was directed to the wire department immediately after I reported the fraud which was within minutes of it occurring, I would've fell within the 30 minutes needed for an immediate wire recall success. Instead I had to wait until the following business day and unfortunately by then the money was already gone and an immediate recall was no longer available as an option. I gave both banks all of this information and XXXX, having the information I gave their fraud department, should have immediately issued the recall request made by USAA and USAA should have directed me to the correct next steps of an immediate wire recall instead of forcing me to have to figure that part out myself and essentially making me have to wait until the next business day to do so. I'm extremely upset because I spoke to USAA fraud and wire department representatives and have let them know from the very beginning what happened with this scam and was told I would be getting the credit back as what I could only assume is covered by their fraud protection insurance, which is exactly what this is. I did get scammed and tricked by this person claiming to be a USAA representative and gave XXXX the opportunity to stop this fraudulent account while it was still active and their fraud department had the chance to not only send my money back, but also stop this fraudulent activity from continuing at their bank, but they instead never responded back to USAA wire recall request. As a XXXX XXXX  being serviced by USAA who has fraud insurance this should not have been their response. I was given the run around for weeks and was told I would be taken care of and would be credited my money back. I did my part and was failed not only by USAA but also XXXX. I gave both banks all of the information needed to stop this in plenty of time to not only catch this person, but also get an immediate wire recall before the money was even transferred and they both failed at protecting me. I'm filing this complaint because this is not okay and I'm tired of being wronged by both of these banks when this could've been easily fixed in the beginning. Especially by USAA who is my bank and should be more willing to help out their service members than this when they know they have the fraud insurance to do so, but also because they failed me from the very beginning, within minutes of me reporting this fraud/scam. I still would like resolution as I do believe I'm deserving of that much. XXXX needs to fix their part immediately and return the money and USAA needs to credit it back to my account, as promised on 2 separate occasion, asap. Please let me know if you need anything else and I'll be more than happy to provide it. Thank you for your time and have a great day. Sincerely, XXXX XXXX ( Cell : XXXX : XXXX ) Please remove my name and Cell/Email before publishing this on consumerfinance.gov. Thank you.

Company public response: Company believes complaint represents an opportunity for improvement to better serve consumers
Company response to consumer: Closed with monetary relief