Consumer complaint received 2026-07-02 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: KS

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX ks XXXX XXXX Consumer Financial Protection Bureau Re : Follow-up to Complaint [ CFPB Complaint Number ] USAA Federal Savings Bank Account XXXX XXXX XXXX To Whom It May XXXX am writing to formally dispute USAA Federal Savings Bank 's response to my complaint ( closed with explanation on XX/XX/2026 ) and to request that this matter be reopened for further review. USAA 's response denies my claim on the basis that the disputed transactions were completed by " an authorized account holder '' using my membership and security credentials. I disagree with this characterization and believe USAA 's own timeline supports my position, not theirs. 1. My credentials were reported compromised before the disputed transactions occurred. On XX/XX/2026, I reported to USAA that I had provided my membership and security credentials to an unknown party, and that this party had gained access to my profile and accounts. USAA itself confirms this in its response. USAA then removed the temporary account restrictions on XX/XX/2026. USAA 's response does not state that my login credentials, password, or security questions were reset or changed before restrictions were lifted. If my credentials were not reset, the same party I had already reported to USAA could still have had full access to my account when the mobile deposits and subsequent transfers occurred on XXXX XXXX XXXX. I am requesting written confirmation of whether my credentials were reset at any point between XX/XX/XXXX and XX/XX/2026, and if so, on what date and by what method. 2. Use of valid login credentials does not automatically make a transaction " authorized. '' Under Regulation E, whether an electronic fund transfer is " authorized '' depends on whether I personally initiated or approved it with actual intent, not merely on whether my login credentials were used. I had already reported those credentials as compromised weeks earlier. USAA 's response treats the presence of my credentials as conclusive proof of authorization without addressing whether the party who obtained them on XX/XX/XXXX was the same party operating the account on XX/XX/911. 3. The pattern described is consistent with an ongoing scam, not a legitimate transaction. USAA 's own response describes a pattern consistent with a check/money-mule scam : mobile deposits of checks that were later returned as altered or fictitious, followed by rapid movement of the deposited funds out of the account, including toward credit card balances. I reported on XX/XX/2026 that I completed the money movement at another party 's direction. This is consistent with continued manipulation, not independent, informed action on my part. 4. USAA 's own findings were inconsistent across similar transactions. USAA found the {$1000.00} XXXX transaction dispute ( filed XX/XX/2026 ) in my favor and issued a permanent credit. Other disputes from the same general period and pattern, totaling {$2000.00}, were denied. USAA 's response does not explain what distinguished these outcomes. I am requesting a specific explanation of this inconsistency. 5. Request for underlying investigation records. I am requesting copies of the specific records USAA relied upon in reaching its determination, including but not limited to : Records showing whether/when my login credentials, password, or security questions were reset following my XX/XX/2026 fraud report Device ID and IP/geolocation logs for the mobile deposits made XXXX XXXX XXXX Call recordings or notes from the XX/XX/2026 contact regarding fraud parameters, and any calls in which I " received appropriate disclosures '' for the XXXX wire transfers A description of the specific " fraud maintenance '' steps completed before restrictions were lifted on XX/XX/2026 6. XXXX fees and cash advances. The {$5000.00} and {$600.00} credit card cash advances were triggered by overdraft protection responding to the reversal of the disputed mobile deposits. If the underlying deposits and transfers are found to be the result of unauthorized account access, I am requesting that these cash advances, and any associated fees or interest, be reversed as well. For these reasons, I respectfully request that CFPB and USAA reopen this matter for further review, and that USAA provide the documentation requested above. I am glad to provide any additional information needed. Sincerely, 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