Consumer complaint received 2024-10-08 00:00:00
Product: Checking or savings account — Checking account
Issue: Closing an account — Funds not received from closed account
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: CA

Complaint narrative:
I am a XXXX XXXX XXXXXXXX veteran. My compensation is all I have. On XX/XX/year> my son and I went to XXXX to purchase snacks and I swiped my USAA debit card. When we returned home I received an alert from USAA stating that they were trying to reach me to verify a charge to my account. Upon opening my account through the mobile app I noticed there was a charge for {$45.00} from XXXX in XXXX, Florida. There was also an insufficient funds alert for {$240.00} for some headphones. I replied to the text message alerts with XXXX because I did not authorize any charges on my account. Shortly I then received a phone call from USAA, from USAAs number, the representative on the phone stated they were from the fraud department and that they were there to help. He began asking me did I make a purchase from XXXX, I replied I did not and that also there was an insufficient amount alert for {$240.00} that was also not me. The USAA representative stated that they would need to protect my accounts and block any further incoming transactions. He sent me a message to verify my pin, ( come to find out later that USAA does not do this and that is how I found out I was scammed ) and that he will help me transfer the money in my savings account into an account where my money would be safe while they secured my USAA accounts. They asked if I had an XXXX XXXX account and I did. They opened another USAA account for reason. They transferred money ( {$2500.00} ) from my savings to XXXX XXXX and then to a bank called XXXX. I was then told I would receive a phone call tomorrow for further instructions. XX/XX/year> I received a call from the same USAA number and this time it was a female voice stating to me that everything is being taken care and that she can see that I have an acorns investment account and a cash app account. Thats when I asked how can you see that have these accounts from my USAA account? The phone hung up and I called the bank back. When I was connected to a representative I relayed everything that happened before the phone hung up and what happened the day before. The representative quickly let me know that USAA doesnt ask to verify codes and unfortunately I was scammed. I was transferred to fraud department, told them the account of things. The fraud department representative let me know that an investigation was underway and that USAA would be discontinuing any banking with me. All of my accounts were closed and I received a letter stating that they did not find any fraudulent activity and that would be receiving any left over amount in my accounts ( which was {$.00} ) via check. I have never been through anything like this, and as long as Ive been with USAA I feel Ive been taken advantage of, I sought to seek help and received none. I wasnt able to pay my mortgage, car note and other bills because of this incident, putting my family in a financial hardship.

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 non-monetary relief