Consumer complaint received 2024-05-16 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: LA

Complaint narrative:
On XX/XX/year> at XXXX I was contacted by phone call from the USAA main line ( XXXX ). The person identified themselves as a customer service representative from USAA and that there has been fraudulent activity on my debit card outside of the XXXX area. He said I was receiving this call because my USAA account has not been updated to traveling. This person then verbally recited my identification including my physical address, email address, phone number and the last 4 digits of my debit card number. He said due to the fraudulent activity on my debit card ending in XXXX that the card had been deactivated and a new card has been reissued to the address on my account. He said USAA has new protocols in place to protect members of this kind of activity and that the IP address has been located from XXXX XXXX, FL where my debit card was trying to be used in the amount of {$1500.00} and {$2000.00} at an XXXX store. I told him since I was not traveling I obviously did not authorize these charges. He said that he was going to bring the USAA representative from the fraud department up on the call to take the necessary precautions to dispute the charges. He said that USAA has identified XXXX XXXX, FL as the location of my debit card being used and that the XXXX XXXX XXXX would be notified of this activity so they could try to locate the individuals and I could press charges if apprehended. While on this call with me he said that a wire transfer for the amount of {$9000.00} from my savings account was being attempted. I told him I absolutely did not authorize this wire transfer. He walked me through the correct steps to dispute this charge on my mobile app that would be redirected to the FDIC since wire transfer fraud is handled differently from debit/credit card fraud charges. I received verbal communication from this individual that the dispute was added to my USAA account and I would receive email confirmation as well. About XXXX mins later I received an email the wire transfer had been completed/successful. After that email I went back to my call log and while the original call came from USAA main phone number while on this call two different fraudulent XXXX accounts mirrored my phone and completed the wire transfer. Those two different accounts were XXXX and XXXXXXXX XXXX XXXX XXXX  and when the call ended the phone number was XXXX. After I made this realization I immediately called USAA and reported the fraud around XXXX. She filed the identity theft on my account and told me not to worry that USAA was insured and that I would received my money back. On XX/XX/year> I had not yet received my money back so I called around XXXX. The first representative listened to my case and immediately transferred me to wire transfer department where I again told my story. He initiated the wire transfer dispute with all of the email information of the details regarding where the money was transferred. That email included the name of individual, routing number, last 4 digits of an account number and confirmation code. He told me that the wire transfer fraud dispute from USAA had been sent to the XXXX XXXX XXXXXXXX XXXX. He told me that XXXX XXXX would do there own investigation as well, if the funds were still in the account I would receive my money back, if the funds were not in that account I would mostly likely not be refunded. He then transferred my call to the security department to discuss/change my account to be " more secure '' as to if the situation was my fault. The security department at USAA proceeded to tell me that this has been a problem within USAA for 6 months now.

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