Consumer complaint received 2024-02-23 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: TN

Complaint narrative:
On XX/XX/24 I received an email from USAA that XXXX  XXXX XXXX was added as a contact to my XXXX account and to contact them If there was an issue. I have never used XXXX in the past and contacted USAA immediately. The XXXX account is housed under my phone number and email. While on the phone I noticed another email from USAA timed XXXX minute after the first one received that a XXXX had been sent to this individual. I disputed this transaction and removed information for XXXX access and ordered new debit cards. While on the phone I received texts from USAA where someone was also attempting to use our debit card numbers. These charges were flagged as suspicious by USAA and declined. Once I arrived home I went to talk to my husband and found him on the phone with USAA also disputing the XXXX withdrawal. We pieced it together and he had called a phone number for assistance with a small disputed transaction. This number and the charge were fraudulent. My husband is XXXX XXXX XXXX and when on the phone with the perpetrator he somehow allowed a screen share for assistance and Im not exactly sure what else happened but my spouse is a victim. Hes not sure how he allowed this person access to our accounts and debit card. While on the phone with the person the XXXX transfer immediately came out. My husband then realized he was a victim of fraud. He doesnt remember exactly what he did or didnt do. He is XXXX and on multiple medications and suffers from short term memory loss. He did tell me that the person he was talking to confused him and had him doing all sorts of things on the computer. I told the second USAA rep this on the phone. I was told that this wd would be reported to the crime dept of USAA and that someone would be in contact with us. No one called at all to discuss this. I called for an update today and was told that USAA had ruled against us and that the dispute would not be reopened or appealed and was closed. They would not tell me why they determined this outcome other than we would receive a letter in the mail. Here are my concerns. 
XXXX. This was obviously cyber crime and elderly crime. Whether its legally considered fraud or a scam doesnt matter. My husband was targeted and victimized. 
XXXX. My account was not protected. From the time I was notified that a contact was added to the XXXX account to the withdrawal the lapsed time was XXXX minute. Protections were not put in place. This transfer should have been flagged because the account had never had a XXXX transaction before and the amount of XXXX is excessive for this account leaving under XXXX in it. If there had been a hold placed on the withdrawal until USAA had my consent that it was legitimate this would have been avoided. USAA flagged the debit card transactions and declined them yet no such protections are in place for XXXX payments? 
I request the funds to be replaced.

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