Consumer complaint received 2024-10-20 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: MD

Complaint narrative:
I am a victim of identity theft on XX/XX/XXXX I received multiple text messages from an XXXX XXXX XXXX USAA stating there was fraudulent activity on my account and to call the back at XXXX XXXX XXXX XXXX. I immediately called the number and a " representative '' came on the line and verified my online ID, name, rank and date of birthday, I had no idea this was a bad actor as he had all my credentials. The rep informed me that I had ( 3 ) charges that had occurred in XXXX XXXX, I confirmed these were fraudulent charges and that I was not in the area, he informed me that I needed to change my login credentials and provided me with a " temporary password '' I had no idea that they were locking me out of my accounts. I immediately notified my son XXXX, as his USAA accounts are linked to mine, and informed him to work with the bank when they called, I had no idea that these people were bad actors and my XXXX XXXX XXXX did as I instructed. The fraudsters got hold to all my accounts this included my son XXXXXXXX XXXX accounts which were linked to mine as well as another banking institution. Within the hour I called USAA back because after multiple attempts I could not access my account, this is when the bank notified me they knew this scam was occurring and locked the accounts. The fraudsters were able to get my sons XXXX and withdrew {$2800.00}. USAA refuses to acknowledge that this was fraud and said the charge was authorized even though they know it was fraud there was no more than XXXX in both mine and my son 's accounts at the time, so fraudsters wired in {$2500.00} and withdrew {$300.00} from my account and {$60.00} from XXXXXXXX XXXX account ending in ( XXXX ) and now want us to pay it back. 
During the XX/XX/XXXX phone call the real USAA representative opened a case on the same day and informed me they knew of this scam and that it's ( 2 ) different individuals working in tandem, why were consumers not notified? I received Permanent Credit Issued letter 's dated XX/XX/XXXX, confirming that our accounts were credited back the money that had been stolen, only to have that decision reversed on XX/XX/XXXX without notice or evidence for the change. I placed a call to the bank requesting information about the decision and was told that this was an authorized transaction, but would not provide evidence of such, they said that my son 's XXXX of {$2900.00} was used for " good 's and services ''. I disputed the charge my son was informed by the fraudster that his XXXX that was attached to his checking account was also hacked and asked him to change his credentials he did not authorize criminals to steal money he didn't have. I received a letter dated XX/XX/XXXX from USAA called a Debt Validation Notice stating that I now owed the {$2800.00} so I called the bank on XX/XX/XXXX, the bank to dispute and was informed that the original representative did not classify the fraud properly and they would escalate to the dispute team once again. On XX/XX/XXXX I sent a written dispute to USAA via fax and priority mail again requesting that our accounts be restored as this was fraud. I received a call on XX/XX/XXXX from USAA stating that the case had been reviewed again and they saw the fraud and would again credit the accounts. I have requested for my son 's accounts to be closed and again was reminded it would be 30 days before they could close the accounts. On XX/XX/XXXX the again debited the account {$2900.00} and on XX/XX/XXXX the the account was charged off in the amount of {$2800.00}. I am infuriated USAA began to take money out of my accounts to cover a charge that was fraudulent and now mine and my XXXX XXXX credit has been harmed with a charge off that is not valid. I have requested transcripts from mine and my son 's conversations and reminded the bank that I would file claims with both CFPB and attorney general regarding this incident. I will no loner bank with this instruction I have no history of fraud or non-payment of my bills and after 23 years of banking with this institution I am very upset to know this was not properly resolved.

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 monetary relief