Consumer complaint received 2026-07-13 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: AZ

Complaint narrative:
On Wednesday, XX/XX/XXXX, I was contacted by a XXXX XXXX claiming to be with USAA 's fraud department, alerting me to suspicious activity on my debit card. I was instructed to change my password to my online account, and also told that three transactions were flagged as suspicious - one in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX where I reside. I was told that the suspicious transaction in XXXX was from a XXXX Bank, and that I needed to go to the bank to get a receipt for this transaction. Under the misguidance of this impersonator, I went to the XXXX Bank and issued a cash advance for {$3800.00}. The impersonator said that the transaction would be refunded and that they needed the receipt to verify that the suspicious activity came from this branch. Once the transaction was finished, the impersonator told me the funds would be available in my account within a few hours, but if I had any issues, to contact USAA again and to give them the claim number XXXX. 
After realizing I had been scammed, I contacted USAA to dispute the transaction for {$3800.00}. I told them everything that happened ( listed above ) including the phone number the impersonator called me from - XXXX. I told them I believed the person was legitimate because they called from a XXXX XXXX area code- the same area code that USAA is based in. 
On XX/XX/XXXX, I filed a report with the Federal Trade Commission, report number XXXX. 
On XX/XX/XXXX, I filed a police report with the XXXX Police Department. The police report number is XXXX. 
On XX/XX/XXXX, I received notice that USAA had completed it's review of my dispute, and found that the transaction wasn't fraudulent. I called USAA to request documentation as to why this was denied, and re-submitted my dispute, claiming that it was a scam, not fraud. I also submitted my police report and FTC report numbers to USAA. 
On XX/XX/XXXX, I did receive documentation from USAA about the denied dispute. 
On XX/XX/XXXX, I received notice that USAA had completed it's review of my second dispute, and found that no error occurred. I once again reached out and requested documentation and re-submitted my dispute. 
On XX/XX/XXXX, I received notice that USAA had completed it's review of my third dispute, and found that no error occurred. I also received documentation as to why the dispute was denied, being cited, " The outcome of this dispute was based on the following : a complete review of internal records and relevant information for the dispute determined no error occurred. '' I am now disputing the denial because this was a USAA impersonation scam and a fraudulently induced electronic funds transfer. I am requesting a Regulation E error investigation and a written explanation of the specific facts USAA relied on to determine that no error occurred. USAA failed to protect their name, and under the guise of an impersonator, I was scammed out of {$3800.00}, and now USAA is doing nothing to refund my money.

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