Consumer complaint received 2025-10-21 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem making or receiving payments
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AL

Complaint narrative:
To Whom It May Concern, I am filing a formal complaint and dispute regarding multiple unauthorized electronic fund transfers from my USAA checking account that occurred between May 3031, 2025. These fraudulent transactions involved funds transferred from XXXX XXXX XXXX XXXX XXXX XXXX Account and XXXX XXXX Mortgage Account into my USAA account, and then to Cash App, without my authorization. 

Sequence of Events XXXX. Initial Fraudulent Call XX/XX/year> ( XXXX hours ) : I received a phone call from ( XXXX ) XXXX ( XXXX XXXX XXXX TX XXXX. The caller claimed to be from the USAA XXXX Department, stating there was suspicious activity on my account. Prior to this call, I had also received a text message instructing me to reset my login information, which I believed was legitimate. 

The individual identified himself as a USAA representative and requested my full name. After confirming, he stated he would send me a verification code via text and instructed me to read it back to him. The code was XXXX. 

The caller then guided me through several steps, claiming he was helping me recover fraudulent funds. He stated that a {$5000.00} deposit had appeared in my account and told me to transfer that money to XXXX XXXX so it could be returned to its rightful owner. Believing this was part of a fraud recovery process, I complied. He said he would contact the XXXX XXXX team and follow up within XXXX hours. 

XXXX. Second Fraudulent Call XX/XX/year> ( XXXX hours ) : The next morning, I received another call from the same number and individual, again claiming to be from USAA XXXX He said there were additional fraudulent activities and instructed me to repeat the process. This time, there were XXXX deposits of {$5000.00} each and XXXX attempted mortgage payments of {$2200.00} each. 

The XXXX {$5000.00} deposits were completed, and the XXXX {$2200.00} mortgage payments were initiated. However, my mortgage company, XXXX XXXX, later confirmed that they never received those payments. XXXX XXXX also stated that USAA stopped the mortgage payments, but the funds were never returned to my USAA checking account. 

XXXX. XXXX of Fraud and Confirmation by USAA : Later that same day, I noticed an additional pending charge of {$690.00} from XXXX XXXX, which I did not authorize. I immediately called USAA using the verified number on the back of my debit card and reported all incidents. The legitimate USAA representative confirmed that the calls and number ( XXXX ) XXXX were not associated with USAA, and that I had been the victim of a phishing scam. 

Summary of Unauthorized Transactions XXXX {$5000.00} deposits ( completed under fraudulent direction ) XXXX {$2200.00} mortgage payments that XXXX XXXX Mortgage never received USAA stopped these payments, but the funds were never returned to my checking account. 

{$690.00} unauthorized charge from 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 monetary relief