Consumer complaint received 2026-07-14 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
At approximately XXXX XXXX I was contacted by individuals falsely claiming to be the XXXX XXXX XXXX XXXX in Florida. They stated my brother was detained and required immediate payment for alcohol classes and an ankle monitor as a condition of release. Based on this false representation of law enforcement authority and urgency, I sent funds. This was an impersonation scam. My brother had been arrested earlier that day for XXXX in XXXX XXXX, but the payment demand and details provided were fraudulent. 

I am filing a complaint regarding USAA Federal Savings Banks handling of my debit card fraud dispute. 

On XX/XX/year>, I was the victim of an impersonation scam. Scammers falsely claimed to be law enforcement and convinced me that I needed to send money immediately through XXXX XXXX to protect a family member. Believing the situation was legitimate, I used my USAA debit card to fund XXXX XXXX transactions. 

As soon as I realized I had been scammed, I immediately reported the fraud to USAA, filed a police report, and fully cooperated with their investigation. I provided all requested information and expected USAA to conduct a thorough investigation under the Electronic Fund Transfer Act ( Regulation E ).

USAA denied my dispute, stating there was insufficient evidence that the merchandise or service was not received and that the transaction was successfully processed through the payment service. This response fails to address the actual issue. My dispute is not about merchandise or services that were not received. It is about unauthorized fraud resulting from a criminal impersonation scam that induced me to transfer funds under false pretenses. 

USAA appears to have focused only on whether XXXX XXXX successfully processed the payment instead of whether the transaction was induced by fraud and whether their investigation complied with Regulation E. Their denial letter provides little explanation of what evidence was reviewed or why the police report and other supporting documentation were not sufficient. 

I respectfully request that the CFPB review whether USAA : * Conducted a reasonable and good-faith investigation of my claim. 
* Properly applied the protections required under the Electronic Fund Transfer Act and Regulation E.

* Correctly characterized my dispute instead of treating it as a simple merchant dispute involving goods or services. 
* Provide a detailed explanation of the evidence relied upon in denying my claim. 

I am requesting that USAA reopen my claim, conduct a complete and impartial investigation, and provide a detailed written explanation of its findings. If the investigation determines that my claim qualifies for protection under applicable law, I request reimbursement of the funds I lost as a result of this scam. 

I have been a USAA member in good standing and have always trusted the bank to protect its members from fraud. I am disappointed that, despite promptly reporting the scam and cooperating fully, my claim was denied based on reasoning that does not address the facts of my case. 

Thank you for your time and consideration.

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