Consumer complaint received 2025-08-06 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: PA

Complaint narrative:
On Saturday, XX/XX/year>, I received a fraud alert text from my bank. As soon as the fraud alert came through, I received numerous phone calls from the same number that I declined, but they kept calling non-stop, so I answered. The man said he was with the fraud department of USAA and asked me if I was traveling and then asked me about a few large charges that he said were pending form California, I live in Pennsylvania and I am handicapped so I do not travel. He then asked about an attempted transaction here near me for {$18000.00} to XXXX XXXX. He said I needed to go to the bank immediately to correct and stop this. The first Chase bank he had me go to is where he told me the fraud occurred. He told me to go in and fill out a slip to counteract the scammers ' charges. The first bank asked questions about the transaction, so he had me leave right away. He said the teller asking me the questions and following me was the hacker. He said I need to go to a different XXXX XXXX  to do the same thing there to counteract and stop the charge. He did tell me that he deactivated my debit/credit card so it was unable to be used, but I would have to show that and my ID at the bank. He told me once I did this, my account would be secure. He was in my bank account while I was on the phone with him. He was making changes in my account as I watched him on my mobile bank app. When he put me on hold, the USAA jingle hold music was playing. He told me what my most recent charges were and what my son 's and daughter 's accounts were. He said if he weren't with USAA, he would not be able to access my account. He sent me texts that look exactly like the USAA texts do. He ended up taking {$18000.00} from my children and I. I am XXXX with XXXX XXXX and that was all of the money that I had. Please help me. The phone number was a Texas number, but apparently the transaction was made from Florida, according to my bank. 

If I could give USAA zero stars, I would. This is hands down the most dishonest, incompetent, and downright predatory financial institution Ive ever dealt with. They pretend to serve military families and XXXX  with honor, but the truth is they exploit that trust and run their bank like a scam operation. USAA gave me a provisional credit during a dispute and then snatched it back days later without warning like some back-alley loan shark. They didnt notify me. They didnt explain. They just drained the account, leaving it in the negative like it was XXXX money. If this is how they treat customers, especially those tied to military families, they should be ashamed to exist under the USAA name. They let unauthorized transactions slide, failed to protect my money, and acted like it was my fault when they couldnt manage their own system. Their support is useless robotic, cold, and more interested in covering their own mess than helping the people theyre supposed to serve. To the people working there : I hope you all reflect on the fact that you work for a company that thrives on robbing from the very people it claims to protect. You arent helping anyone youre just pushing buttons in a system built to XXXX * * * * people over. Run from USAA. * * * pulled every cent out and moved to a real bank that actually values its customers. Dont wait until they pull the rug out from under you because they will.

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