Consumer complaint received 2024-08-25 00:00:00
Product: Money transfer, virtual currency, or money service — Domestic (US) money transfer
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN

Complaint narrative:
I do not accept the position of XXXX in having XXXX liability against the fraud that was committed against me. The fraud security system put in place by XXXX  failed to alert me of obvious red flag security markers. That other fraud systems would be designed to recognize. 

XX/XX/year> : On XXXX XXXX, I was the victim of a fraud in which a company illegally gained access to my mobile banking and proceeded to deposit a phony check worth XXXX  of dollars done so by an IP address outside of this country and without any ties or connections to the known/authorized IP addresses which logged into my account on a daily basis. 

The fraud system by XXXX  should have and would have been expected to identify the login of my account from an IP address of no affiliation to its members IP address and flagged the login to prevent it. I received no notification that there was a login to my account, I received no text message, alerting me that another party has logged into my account, I received no type of fraud alert of any kind advising me that there has been something suspicious that I need to be made aware of. 

XXXX  has falsely offered protection gurrantees to it's members without full transparency of what members should expect in the event of a fraudulent experience. I will outline and attach screenshots of direct quotes straight from the XXXX  website of their overpromising ; yet underdelivering : ( Example XXXX ) On the XXXX  website in the section pertaining to XXXX XXXX XXXX, it states : " Protecting against fraud XXXX : As a XXXX  member XXXX your automatically enrolled in our security and fraud alert program. If something seems unusual will send you an alert. You should also report fraud and identity, theft, loss cards, or any other unusual activity. '' -end example XXXX ( Example XXXX ) On another section of the XXXX  website which describes " XXXX  's XXXX wallet banking fraud protections '', it says : " XXXX liability policy you are not liable for unauthorized use that is reported to us. Unauthorized use means use of a credit card by someone other than you who does not have actual implied or parent authority for such a use and from which you do not receive a direct or indirect benefit. ". This policy goes on to state and I quote " you are not liable for unauthorized use of a debit card that you report to us unauthorized use means the use of a debit card by someone other than you without actual authority to use the debit card and from which you receive no benefit. It does not include use of a debit card by a person who was furnished the debit card by you unless you notified us ( XXXX  ) that the transfers by such person are no longer authorized ... '' XXXXend example XXXX ( Example XXXX ) Under the debit card section of the XXXX  website for security it states : " NO MATTER HOW YOU USE YOUR DEBIT CARD you can rest easy knowing your security is top priority '' [ I'd like to specifically note on the statement of |no matter how you use your debit card| that there is XXXX mention to its members to warn that this policy does not apply WHATSOEVER when using XXXX XXXX or any of the electronic mobile payment services which are directly linked to " how a member uses its debit card '' ; no clauses, superscript identifiers or other notices which further expand that this protection guarantee does not apply to HOW a member uses their debit card to include using it for mobile payment transactions. This security explanation goes on to say " our XXXX liability policy means you arent liable for unauthorized debit card transactions that are reported to us. '' ... 
" with XXXX fraud monitoring, we will notify you of suspicious activity on your XXXX  debit card ''. FALSE FALSE FALSE. 

-end example XXXX ( Example XXXX ) Security alerts to help protect your online ID : " we also look for unauthorized access to your personal information. If we notice anything unusual, will send you an alert. This could include someone trying to update your profile information, online ID or password. '' [ Accessing my account from an IP Address originating from a foreign country within XXXX  of *MY* IP Address accessing it within the XXXX XXXX  is not considered " unusual ... '' ] ... again, XXXX  failed to deliver on its safeguards which if functioned properly they would have prevented myself being a victim of this fraud. 

I will end this complaint not with a threat or any type of smoke to be blown ... only with my assurance to the member advocacy team ( working ever so closely with the CEO ) ; if the clear and obvious examples I've stated above don't impact the result of how this played out for XXXX of your members who fell victim to fraud -- I will utilize every resource available, every platform, and all means of exposure to get this story heard by the masses. Member expectations are falsely being portrayed and the end result is total destruction of our lives and property. I will air all of the dirty laundry regarding your creative marketing and properly explain to the public exactly what to expect with XXXX  's false promises, failed safeguards, ill-informed debit card protection policies, but most importantly... strong emphasis on the character trait of insensate in it's rawest form - from the CEO, down to member advocacy, and into the lap of those who put our trust in our bank. With that being said - I have a vet close childhood best friend who I've been close with for more than XXXX  years ; as successful as he is, he has his own segment on XXXX XXXX XXXX and I have assurances of connecting me with very ambitious investigative journalists, along widely known influencers who were both eager to warn the public of the reality behind website promises made by XXXX... XXXX with a following of XXXX XXXX and the other carrying XXXX XXXX. 

My point is... I'm XXXX and I'm not the XXXX 'in the wrong ' in this situation ; I certainly don't want the victimization type of attention put upon me- I simply want XXXX  to DO THE RIGHT THING and make me whole again due to XXXX  points of failure stemming from failed systems, failed promises, failed safeguards on recognizing suspicious activity, and the downright failure of improperly informing your members of realistic expectations on what this experience will look like if someone else becomes a victim of fraud. 

I anxiously await to hear back as swiftly as XXXX  feels a loyal member as myself deserves to be taken care of. 

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