Consumer complaint received 2024-12-04 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: TX

Complaint narrative:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, TX XXXX Phone : XXXX Email : XXXX Subject : Urgent Request for Assistance with Unauthorized Debit Card Charges and USAA 's Failure to Refund Funds Dear CFPB, I am writing to seek your assistance with a critical matter involving unauthorized charges on my debit card and USAA 's refusal to refund the stolen funds. Despite my immediate notification to USAA, including providing all relevant details while actively on the phone with their fraud prevention team, the bank failed to prevent several fraudulent transactions and has declined my claim for reimbursement, leaving me with a loss of {$10000.00}. 

Detailed Summary of Events On XX/XX/year>, I was the victim of an elaborate scam orchestrated by an individual posing as a representative of USAA. Through fraudulent text messages and links, this individual obtained access to my debit card information and subsequently took possession of my physical card under false pretenses. Upon realizing I had been scammed, I immediately contacted USAA to report the incident. 

During my call with USAA 's fraud prevention team, I provided detailed information about the fraud, including : The scam involved someone impersonating a USAA representative. 
My card was taken under false pretenses.

I was at my workplace during the time all fraudulent transactions occurred.

The fraud prevention team informed me that they successfully blocked some attempted cash withdrawals at ATMs, which I appreciated. However, during the very same phone call, the following unauthorized transactions were processed and charged to my account : {$6900.00} at an XXXX XXXX {$2900.00} at XXXX {$740.00} at XXXX These transactions occurred in real-time as I was reporting the fraudulent activity to USAA. Despite knowing the card had been stolen and was being used fraudulently, USAA failed to block these transactions while still managing to block other fraudulent attempts, such as ATM withdrawals. This inconsistency raises serious concerns about their fraud prevention protocols. 

USAAs Response In XX/XX/year>, USAA informed me that they would not refund the unauthorized charges because the fraudulent actor had possession of my card. This justification is unacceptable, as the individual gained possession of the card through fraudulent means, a fact I explicitly reported to USAA during my initial call. Their decision contradicts their obligations under the Electronic Fund Transfer Act ( EFTA ) to protect consumers from unauthorized transactions.

Impact The failure to refund these fraudulent transactions has caused significant financial distress. I have taken every necessary step to report the fraud promptly and provide supporting documentation, including filing a police report with the XXXX Police Department. Despite this, USAA has refused to address the matter appropriately. 


Conclusion I am confident that the CFPBs involvement will help resolve this matter fairly. Please do not hesitate to contact me at XXXX or XXXX should you require additional information or documentation. 

Thank you for your time and attention to this urgent matter. 

Sincerely, 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 monetary relief