Consumer complaint received 2025-05-14 00:00:00
Product: Checking or savings account — Savings account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
On XX/XX/XXXX, I attempted for the first time to sell an item on XXXX, which is an online marketplace, much like XXXX XXXX. The item I attempted to sell was {$28.00}. I was sent an email from XXXX stating that I would receive a link providing the name and address of the buyer. The link came via chat, it requested my bank card information so that {$28.00} could be deposited into my bank account. Upon getting my bank card information, the individual charged it {$750.00} ( the entire amount in my savings account ). I immediately instructed the individual to return the {$750.00}, as they were to deposit {$28.00}, not charging me anything.!! The individual stated the card was declined and asked me to deposit an additional {$300.00}, as they didn't do business with accounts less than {$300.00}. I immediately told this was " FRAUD '', and their response was " OK ''. I instructed them again to return the {$750.00} to my account ; they again requested that I deposit {$300.00}, and they would deposit the full amount taken, plus the {$28.00}. I told the individual I would be contacting my bank. The chat conversation stopped without the individual responding. I IMMEDIATELY USAA, which I have several accounts for 12 years!! I told the fraud representative what happened. I was instructed to send the chat conversations between the individual and me via screenshots. The USAA Fraud representative canceled the card which was charged without my authorization, and informed me that I would be getting a new card ; she verified my address on file with USAA. I uploaded the screenshots of the chat conversation through the USAA Mobile App the same day. On XX/XX/XXXX, USAA returned the amount of {$750.00} to my account. On XXXX XX/XX/2025, USAA, without notification, took {$750.00} from my checking account. They uploaded a letter from them through the USAA Mobile App, citing the transaction was valid, as they had received a document from " XXXX '' that stated they had proof of an authorized transaction. ( REMEMBER, I was attempting to sell and item on XXXX ) I had no idea who XXXX was, never heard of them. It immediately requested a copy of the " XXXX XXXX XXXX ''. I was told, it could not be provided to me as it contained some information about XXXX that could not be released for my viewing. I was then told the document would be mailed to me, I was told later it would be uploaded to the Mobile App. The back and forth went on from XXXX XXXX to XXXX XXXX, when finally the document was uploaded to the USAA Mobile App. Upon viewing the document, there are several incorrect items on the " Authorized Transaction Document from " XXXX '' My name is incorrect, the email is not only MY EMAIL address, it is a NON-EXISTENT email, the address the document contains, IS NOT MY ADDRESS, in fact it is a NON-EXISTENT address, the street they have provided, doesnt not exist in Georgia XXXX I have been with USAA for 12 years, and my address has not changed in 14 years. I live in Texas and have NEVER EVER LIVED IN Georgia. I pointed out all of the incorrect information to USAA by speaking to reps and highlighting the incorrect information on the document. I have researched XXXX. They are a company that helps small businesses create payment platforms to accept XXXX as a form of payment for the business 's customers. In conversations with XXXX via email, they admitted the individual on the chat was a fraudster who was able to bypass USAA 's 3DS system, had created a fake profile and wallet on XXXX 's Platform and upon stealing my {$750.00}, bought XXXX. I have sent this and several emails from XXXX explaining this to USAA, and yet they have repeatedly stated the " transaction was valid. '' XXXX is located in XXXX, XXXX, just accross the border of XXXX. USAA is " blocked '' by card for {$23.00}, when they thought someone was using my card fraudulently. What I i learned on Saturday, from a Fraud Representative, is that documents were likely not reviewed by XXXX XXXX from whom I received the Dispute Resolution Letter, as I have uploaded " alot " of documents regarding this Dispute, and simply " its a lot to review. '' XXXX. USAA 's XXXX XXXX XXXX has not be able to stop these types of incidents, recently their have been so many fraud incidents, USAA is NOW IN THE PROCESS TO UPGRADE XXXX XXXX XXXX

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