Consumer complaint received 2024-10-03 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: NC

Complaint narrative:
Around XXXX on XX/XX/year>, I received a call from XXXX, which is typically USAA bank number. When I answered the man over phone asked me if I could verify a charge on my account, and I said that I do not verify the charge. He then said that because of the charge he would have to give me a whole new account number for both my checking AND savings. He asked me to verify my identity through a text link ( which USAA normally does ), and when I did he then had access to my account where he had moved all the money over himself. I never told him any of my information over the phone. 

The man over phone said that I would need to wait XXXX business days before I could have access to my funds again. I said that I can not do this, because rent is due soon. He then said that I could go to a local XXXX bank and he could walk me through the steps of taking money out of my account, to move over into another account. He said that USAA is affiliated with XXXX Bank, and that the bank will let me open a new joint account through them. He gave me a virtual debit card over the phone to enter in my XXXX wallet. I was afraid that if I did not comply I would loose access to my account with my bank, or that the bank would shut down my account. 

While the man was on the phone with me, he told me to do a cash advance of {$10000.00} ( though I only had {$6500.00} in my savings ) and that he would initiate this amount from my all my accounts, to my checking. I went to the teller at XXXX bank and entered my Debit card to their card reader. Then he told me to enter that {$10000.00} cash through the XXXX bank ATM using the XXXX card on the mobile wallet. After multiple tries, the ATM took the {$10000.00}. Throughout the process asked him if I could just do this through the counter and he said " no ''. 

After the {$10000.00} was entered, the XXXX XXXX ( XXXX XXXX ) came over to me asking me what was going on and I told her. She said that XXXX is not affiliated with USAA bank, and that I was being scammed. I did not know how to feel, because this scammer did everything a normal USAA agent would do and I trusted that this was a real person with the bank, I immediately hung up and called the bank itself. I only found out on the night of XX/XX/XXXX, that the scammer had taken over my account and opened a new checking under my name. I filed a complaint with my state government the afternoon of XX/XX/XXXX. 

The morning of XX/XX/XXXX, I saw that the scammer tried to take out {$5000.00} from my other bank, XXXX XXXX Bank ( that I connected to USAA years ago ). This put that checking account in the negatives. I called XXXX and fortunately they said the XXXX charge would be dropped the next day, and it was. This {$5000.00} is what the scammer tried to put with my savings, to get the {$10000.00}. He could not see how much was in my XXXX bank, through my USAA because that joint link had not been updated in months. I filed a fraud claim with both USAA and XXXX bank on XX/XX/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