Consumer complaint received 2024-10-31 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: FL

Complaint narrative:
I am reaching out because I have been a victim of both fraud and a scam. As a result, USAA has taken {$5000.00} out of my bank account that I would like to be returned. 
On XX/XX/XXXX, I received a call from USAAs main phone number from a man who identified himself as XXXX XXXX. He stated there had been some fraudulent activity on my bank account and he wanted to review my charges with me. He proceeded to list off a total of XXXX or XXXX charges to my account. XXXX of the charges were unknown to me. The rest were actual charges. Of the unknown charges, there was a $ XXXX charge to XXXX, another was a $ XXXX charge to XXXX, and the last was a {$5000.00} transfer from another bank account that was connected to my account. Throughout the conversation, XXXX XXXX sent me text messages with codes from the same USAA text chain I already had. He had me read off codes to him before he would continue with more information at certain parts of the conversation. I confirmed the charges mentioned above were not done by me or my husband. He then walked me through transferring that {$5000.00} transfer to my XXXX XXXX on my phone and then back to another account with USAA. He explained what we were doing was returning this fake transfer back to USAA. He walked me through the steps before I realized how we were actually doing that. 
From there, I hang up the phone and receive another call from USAA that there was a fraud alert on my account. I explain I have already talked to XXXX XXXX who rectified this situation. The person I talked to then explained that did not sound right because USAA representatives do not give out their last names. After I explained the situation to her, she informed me that I had been the victim of a scam. 
The most alarming part of this whole thing is that XXXX XXXX knew USAAs whole script. He ran his fraudulent call exactly how this USAA rep I spoke with ran her call. The USAA rep sent me a text from the exact same text chain that XXXX XXXX texted me from. He knew exactly how USAA runs their calls, the terminology they use, the questions they ask, the way they respond to the answers once received, all of it. 
USAA returned the {$5000.00} to my bank account pending the results of their investigation. On XX/XX/XXXX, USAA pulled that {$5000.00} back out of my checking account with the explanation that the results of their investigation show that I was a willing participant of a scam. They are now re-investigating and have set the expectation that this investigation could take anywhere from XXXX to 90 days. In the meantime, my bank account sits negative with XXXX children to feed. 
To add insult to injury, each time I have spoken with USAA since the incident, the representative reprimands me for being nave enough to fall victim to a scam. They ask condescending questions like why would a bank ask you to transfer money? or why you would give personal information to someone who calls you? They speak to me as if I am a criminal who is attempting to get away with something here, which could not be further from the truth. I would not describe the overwhelming majority of representatives I have discussed this situation with as solution-focused at all. They seem more intent on teaching me a lesson. 
I felt violated and humiliated. I have watched movies where something similar has happened to elderly people and never thought I, far from an elderly person, would become a victim of something like this. However, here we are. From this, we learned to never discuss personal information with someone from an inbound call ever again. 
There are several documents included to support my claim : XXXX. The police report I filed the day this all happened. I filed a police report because I was concerned this XXXX XXXX person may have access to other accounts I have outside of USAA. I did not and still do not have any idea what all information this person has on me. 
XXXX. Phone records On XX/XX/XXXX, all calls from ( XXXX ) XXXX are from XXXX XXXX from USAA. The associated XXXX numbers are the real USAA. 
XXXX. Screenshots of the transfers from USAA to XXXX XXXXXXXX and from XXXX XXXX back to USAA. 
I am an honest and educated person with a husband and XXXX children. I have another account with XXXX XXXX XXXXXXXX that Ive had over a decade and have been affiliated with multiple other banks along the way and have not ever been a victim of such a salacious attempt to ruin my finances. My husband has had this bank account with USAA for over a decade and has not had any issues with this account. We both have good track records with the banks we have and still use.

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