Consumer complaint received 2025-05-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
-- -- -- -- -- Forwarded message -- -- -- -- - From : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX wrote : I acknowledge receipt and have confirmed with the vendor. 

What is the update with the pending wire transfer? 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  was successfully transferred the remaining {$4900.00} is pending via wire transfer On Thu, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Hi - Kindly update me with the current situation of the payment so that we can move forward with this process. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Understood. 

On Thu, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : This equipment will come retrofitted with the company 's security protocols to grant you secured access to the company 's servers. You are making payment to the vendor which will enable the equipment to be invoiced in your name. This aligns with our policy, which permits employees to retain possession of equipment if they no longer work with us. Is there anything else you would like to know? 



XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : They have but XXXX XXXX XXXX there a reason why its all going thru like this? Just a little weird to me On Thu, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Yes! The vendor will reach out to you. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Deposit and transfer to the same vendor? 

On Thu, XX/XX/scrub>XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Hi XXXX, Thank you for your response.

Your procurement process is nearing completion now that you have made some initial payment for the equipment. I have attached another check to this email, which will cover a small balance payment for the equipment, our specialized software package, technical assistance and logistics/delivery. 

Once your payment process is finalized, the vendor will send me the electronic invoice along with delivery details. I will promptly forward this information to you. The invoice will provide a detailed breakdown of the expected items. Rest assured, a qualified technician will be assigned to assist you with setup on arrival of your supplies.

Kindly send me a confirmation screenshot of the deposit once done. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX wrote : Hello XXXX, I trust you are having a great morning. 

I shall be guiding you on the next steps and proceeds with the procurement process shortly. 

Best, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Thank you sir! 

On Wed, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Great! Thank you for your prompt update and cooperation. 

I have confirmed with the vendor. 

I will inform you with the next steps of the procurement process tomorrow morning. 

Have a great evening. 

Best regards, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Okay! XXXX XXXX out to the vendor and notify them before initiating the wire transfer in the morning. 

Have a great evening! 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : My bank will not wire until tomorrow their cutoff was at XXXX CT. The check was able to deposit but I will wire it as soon as I can in the morning if that is ok with you? 

On XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Same vendor? 

On Wed, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Thank you for the update. 

I have attached another check to this email for the balance of your initial payment to the vendor, as you were supposed to receive more than that amount initially. 

I need you to make the deposit as soon as possible and complete the wire transfer to the vendor before XXXX your time to enable the transfer process today. Let me know if you will be able to get it the before XXXX. 

Best, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX : Thank you for the prompt update. 

Once the wire transfer is all completed kindly send me another screenshot of the completed status. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Wire has been submitted On Wed, XX/XX/year> at XXXX XXXX XXXX XXXX XXXX XXXX Yes sir i am about to send them the wire transfer now On Wed, XX/XX/year> at XXXX XXXX XXXX XXXX XXXX : Please keep me updated with your payment to the vendor. 



XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Let me know when you are in contact with the vendor and have confirmed necessary security details. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Thank you sir! And again thank you for the opportunity! 

On Wed, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Thank you for the update and prompt response. 

I have provided your details with our accredited vendor, they will contact you directly, providing your information and the procurement security code previously shared with you ( XXXX ). This code grants access to initiate the procurement process, allowing you to make payment directly to the vendor for your equipment. 

They will provide you with their payment options ; kindly ensure full cooperation. 

If the procurement security code provided does not match the one we initially sent you, kindly reject it and reach out to me immediately. 

Make sure to send me confirmation receipt of payments made to the vendor for record purposes. 

I'll stay in touch with you for any additional details needed. 

Best regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Thank you for the update. 

Do you have the funds available now? 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Hi XXXX, Here is XXXX check attached with this email. 

Print the check out, cut to size and endorse the back of the check : Sign the back of the check and write For mobile deposit at USAA FSB account number [ XXXX ] Your signature should be on the first line at the back of the check. 

Make the deposit through your mobile banking app. 

If you get notified that there will be a hold on the deposit kindly decline the deposit and reach out to me. 

Kindly reply with a screenshot of confirmation of the deposit as soon as you make the deposit. 

Best Regards, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Thank you for your prompt response. 

Kindly confirm your mobile daily limit with USAA. 


XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Thank you sir! 

My bank name is USAA My name is XXXX XXXX XXXX Wed, XX/XX/year> at XXXX XXXX XXXX XXXX wrote : Dear XXXX, We are delighted to welcome you to our team and officially acknowledge the receipt of your signed offer letter. This marks the start of an exciting journey together! 

Thank you for informing us about your scheduled XXXX, I assure you that will not be a problem at all. 

To ensure a smooth onboarding experience, we're ready to begin your training and orientation. However, before we can proceed, we need to make arrangements for the delivery and setup of your equipment.

We have recently updated our procurement process to improve efficiency. In the past, the company directly handled the purchase of materials for employees. However, logistical challenges and issues with purchase receipts led us to adopt a new approach. Moving forward, newly hired employees like yourself will have the responsibility to procure materials from our authorized supplier, with the company providing the necessary financial support. You will receive more detailed information about this process shortly.

We will be issuing a check, which you can deposit into your account, to cover the payment to our authorized supplier. Once you receive the check, I will guide you through the funds transfer process. Upon confirmation of payment, the supplier will promptly ship the equipment to your designated address.

Having your workspace set up will enable you to fully participate in a comprehensive 5-day training and induction program via our local video conferencing platform. These sessions are vital as they will acquaint you with our team structure and provide an opportunity to meet your manager or supervisor.

Please come prepared to actively engage in these training sessions and feel free to ask any questions or express any concerns you may have.

We have forwarded your details to our Finance Department to prepare the check for your equipment purchase. As our operations are virtual, you will receive an electronic copy of the check for deposit through your bank 's mobile app.

To facilitate this process, kindly provide the following information : Name of your Bank Your full name as it appears on your bank account Important note : Your procurement security code is XXXX ( please keep it confidential and do not share ). You will need this code at various stages of the procurement process and to activate our software on your home office equipment. This ensures the security of our procurement and delivery procedures. 

Once we have received the necessary information, you will receive the check along with detailed instructions on how to deposit it. 

We look forward to working with you! 

Best Regards, XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : XXXX XXXX XXXX have XXXX issue. I have knee XXXX on XX/XX/XXXX. Will this be an issue with my start date. XXXX be gone that morning for XXXX and back that day. The only complication is XXXX wont be able to bend for XXXX weeks but other than that there no issues with anything else. 

On Wed, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX wrote : Dear XXXX, We're thrilled to welcome you to XXXX as our XXXX Remote IT Support XXXX! Throughout the hiring process, we were genuinely impressed by your expertise, professionalism, and technical acumen. Were confident youll make a strong impact on our team, and were excited about all well accomplish together. 

Your Offer Letter Please find your official Employment Offer Letter attached. It outlines the full details of your position and the terms of your employment. Kindly sign and return it at your earliest convenience to confirm your acceptance. 

Getting XXXX XXXX for XXXX XXXX XXXX, were committed to providing everything you need to thrive from day XXXX. Below is a preview of your personalized equipment package : High-Performance Laptop : A XXXX XXXX XXXX ( or equivalent ) to keep you working efficiently and effortlessly. 

Printer : XXXXXXXX XXXX XXXX XXXX XXXXXXXX, perfect for printing, scanning, and all your office tasks. 

Secure Storage : A XXXX XXXX Portable SSD with XXXX XXXX to keep your data safe and sound. 

Headset : A XXXX XXXX XXXX XXXX XXXX XXXX to ensure crisp, clear communication with the team. 

WiFi System : A XXXX XXXX XXXX XXXX XXXX to guarantee a stable and high-speed internet connection. 

Essential Extras : Anti-static wipes and a power strip to keep everything organized and powered up Next Steps To move forward, please reply to this email with the signed offer letter and a scanned copy of a valid ID. Once we receive both, well issue a check to cover the cost of your equipmentensuring you're ready to begin training and hit the ground running. 

Supporting Your Success Your equipment is an investment in your success, and we trust youll take excellent care of it. We're here to support you every step of the way and are committed to providing a seamless, productive experience. 

Welcome Aboard! 

Congratulations once again on your new role! Were delighted to have you join the XXXX team and look forward to the amazing contributions you'll bring. 

Warm regards, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX Preferred phone number : ( XXXX ) XXXX Thank you for the opportunity!

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