Consumer complaint received 2025-08-10 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
I am a USAA member. I reported two unauthorized transactions on my USAA debit card : one for {$300.00} to XXXXXXXX XXXX XXXX XXXXXXXX XXXX and another for {$200.00} to XXXX XXXX XXXX XXXX XXXX, both occurred XX/XX/year> and then dated the following day. 

These charges were the result of a scam in which someone impersonating a XXXX representative tricked me into confirming a fraudulent charge while I was working a XXXX shift. I accepted an order through the app, which was then canceled, and shortly after, I received a phone call labeled XXXX on my phone. I now believe the scammer placed and canceled the order themselves so they could use the in-app driver contact feature to call me directly which caused the call to appear as if it came from XXXX, making it look legitimate. 

On the call, the scammer pretending to be a XXXX representative claimed they needed me to update my payment details or else I wouldnt be able to receive my payout. Under pressure, I followed their instructions and gave them my debit card information. As part of their instructions, they told me I would receive a text asking whether I authorized a charge, and was instructed to say yes to it so we could continue with the process of updating my payment method. I was manipulated into doing so, not realizing this was part of the fraud. 

These charges were not authorized by me knowingly or willingly. This falls under fraud by deception, and is clearly protected under Regulation E, which covers unauthorized electronic fund transfers even if the consumer was misled into confirming them.

I also reported three additional fraudulent transactions that occurred the very next day ( XX/XX/year> ), totaling {$350.00} ( specifically, {$200.00}, {$100.00}, and {$50.00} ). These were also listed as XXXX XXXX transfers, clearly linked to the same fraud and likely executed using the same stolen card information. USAA correctly recognized those charges as fraud and fully credited me back. 

However, for the original {$300.00} and {$200.00} charges, USAA : Initially issued temporary credits Then closed both cases without explanation Reversed the credits, stating this was not an error Told me the cases would not be treated as fraud, but as billing disputes which they clearly are not I submitted two written documents to USAA ( one before the credit reversal and one afterwards ) explaining the situation and the fact that I had been scammed. While I may not have included every technical detail about how the scammer was able to call me ( such as the in-app contact feature ), I clearly explained that someone impersonated a XXXX representative and tricked me into handing over my card info and confirming a fraudulent charge. I believed my explanation provided enough context to understand that this was fraud, and I acted in good faith when providing it. 

I have called USAA multiple times, each time requesting that the case be reopened and properly classified as fraud. Each time, the case would reopen under investigation, only to then re-close without resolution, and Id receive the same boilerplate letter saying the transaction was not an error. No one at USAA has provided a valid explanation for why these two specific charges which occurred alongside other recognized fraudulent transactions are being treated differently. 

Most recently, I called USAA on XX/XX/year>, and the representative told me they might be looking into reclassifying the case from a dispute to fraud. However, as of today ( XX/XX/year> ), I have not received any further update or confirmation that the re-review is happening. This lack of follow-up, paired with the mishandling of my prior claims, is why I am filing this complaint now. 

I want to be transparent that I no longer have access to the text messages where I sent my debit card information or where I confirmed the charge after being tricked. However, I hope the pattern of fraudulent activity, especially the {$350.00} in XXXX XXXX charges that USAA already recognized as fraud, is more than enough to support that this was a legitimate scam and that I acted in good faith throughout the process.

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 explanation