Consumer complaint received 2026-07-05 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: FL

Complaint narrative:
XX/XX/year> VIA XXXX USAA Federal Savings Bank Attn : Executive Resolutions/Legal Department XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX : Formal Demand for Reimbursement Client : XXXX XXXX XXXX Account Number : XXXX Address : XXXX XXXX XXXX. Apt XXXX XXXX XXXX XXXX, FL XXXX Total Disputed Amount : {$37000.00} of damages plus legal fees To the USAA Legal Department : XXXX XXXX XXXX has been retained by XXXX XXXX XXXX to pursue recovery of funds lost and damages due to an account takeover and negligence of USAA Federal Savings Bank ( " USAA '' ). Between XX/XX/year>, and XX/XX/year>, unauthorized third parties gained access to XXXX XXXX accounts. During this breach, the perpetrators successfully applied for and USAA allowed them to receive a consumer loan, a credit card cash advance, and a transfer from a related account. USAAs failure to recognize this activity directly caused the perpetrators to move this " seed money '' off the platform. A sudden consumer loan followed by immediate outbound transfers to high-risk platforms is a " red flag '' that should have triggered an automatic hold and outreach to XXXX XXXX. USAA had numerous opportunities to disrupt the fraud in progress, a fact confirmed by a USAA fraud supervisor who admitted to XXXX XXXX that the bank was remiss in its conduct and should have intervened much earlier. Indeed, on XX/XX/year>, at approximately XXXX XXXX XXXX, XXXX XXXX spoke with a supervisor in the USAA Fraud Department identified as XXXX. During this recorded communication, the supervisor explicitly admitted that the banks security protocols were insufficient for the circumstances, stating : XXXX ( USAA ) should have picked up on that. Additionally, on XX/XX/year> at approximately XXXX XXXX, XXXX XXXX XXXX with a security specialist in the USAA fraud department identified as XXXX . In this conversation, the specialist offered it looks like they ( the fraudsters ) called us ( USAA ) representing themselves as you ( XXXX XXXX ). This admission indicates that in the height of this scheme, USAA missed a clear opportunity to take action and prevent XXXX XXXX XXXX losses. Further, on XX/XX/year> at approximately XXXX XXXX, XXXX XXXX directly called USAA expressing confusion about his interactions with the fraudsters who were portraying themselves as USAA representatives. The actual USAA representatives he spoke to in this XXXX call again failed to connect the dots, disrupt the scheme, and prevent the losses from occurring. USAA failed to follow reasonable procedures to detect and mitigate identity theft. Moreover, USAA was directly contacted by both XXXX XXXX and the fraudsters clearly posing as XXXX XXXX during the episode. The failure of USAA representatives to spot multiple warning signs constitutes an egregious departure from the standard of care required of a financial institution. The misconduct by USAA has caused my client to suffer significant damages. The banks failure to prevent the initial fraudulent credit origination directly resulted in further losses, including a significant negative balance on secondary platforms ( XXXX and XXXX ) held by XXXX XXXX son, XXXX XXXX. These are direct damages arising from USAAs negligent and improper failure to secure the fraudulent " seed money '' it generated. Based on the above, we hereby demand : 1. Immediate credit to XXXX XXXX accounts for the disputed transactions involving XXXX in the amount of {$5800.00}. XXXX XX/XX/year> XXXX XXXX XXXX. Resolution of the negative balance of {$28000.00} on XXXX XXXX XXXX account and a formal letter of indemnity addressed to XXXX to restore the standing of his account and protect his credit rating. 3. Resolution of the negative balance of {$2500.00} on XXXX XXXX XXXX account and a formal letter of indemnity addressed to XXXX to restore the standing of his account and protect his credit standing. 4. Expungement of all negative credit reporting associated with the fraudulent loan and any associated fees or interest. XXXX XXXX is a XXXX member of USAA, who acted with total transparency and proactivity throughout this ordeal, whereas USAA has failed in its obligations and duties owed to him. Therefore, please confirm within ten ( 10 ) business days of the date of this letter that USAA will rectify this situation by proper reimbursement. Should USAA fail to provide full restitution, my client is prepared to pursue all available civil remedies and administrative remedies with appropriate Federal agencies to ensure our client is made whole. USAA is hereby notified to preserve all audio recordings of communications between XXXX XXXX and USAA representatives from XX/XX/year> to the present, specifically the call with XXXX on XX/XX/year>, as well as any internal communications regarding this matter. Any destruction of this evidence will be treated as spoliation of evidence in subsequent litigation. This is being sent without prejudice to or a waiver of my clients rights and remedies. Very truly yours, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX STATEMENT / AFFIDAVIT OF FINANCIAL CRIMES XXXX XXXX XXXX XXXX FL Case XXXX : XXXX Date of Statement : XX/XX/year> Reporting Victim : XXXX XXXX XXXX XXXX XXXX : XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX XXXX FL XXXX XXXX Financial Institution Affected : USAA Federal Savings Bank XXXX XXXX No : XXXX ) Total Documented Loss : {$37000.00} ( Felony Grand Theft / Fraud under F.S. XXXX ) IdentityTheft.gov reference number : XXXX ________________________________________ I. OVERVIEW OF CRIMINAL ENTERPRISE Between XX/XX/year>, and XX/XX/year>, my personal identifying information ( PII ) was utilized in an unauthorized account takeover targeting my accounts at USAA Federal Savings Bank. Unidentified perpetrators bypassed authentication protocols by falsely representing themselves as me to bank operations. Once inside my banking portal, the perpetrators executed a multi-layered fraud and social engineering scheme : 1. They fraudulently originated a consumer loan and a credit card cash advance in my name to generate " seed money. '' 2. They established cellular service through " Visible '' ( a digital wireless carrier ), and XXXX, illegally charging the service initialization to my stolen personal debit card. 3. They deployed an advanced telephone spoofing and social engineering campaign. Using technology to spoof USAA 's legitimate corporate phone numbers, they bypassed my caller ID to appear authentic. 4. Posing as USAA Fraud Department investigators, they manipulated my family and me into executing " test '' transactions under the guise of an internal sting operation to catch the cybercriminals. As a direct result of this criminal deceit, the perpetrators successfully exfiltrated and laundered {$37000.00} into digital asset exchanges and third-party peer-to-peer payment systems, leaving my family with severe active liabilities and negative balances. ________________________________________ II. SPECIFIC PERPETRATOR IDENTIFIERS & COMMUNICATIONS LOG The criminal actors operated under specific operational aliases and utilized dedicated telecommunication lines to orchestrate the fraud. Perpetrator Aliases Used : o '' XXXX '' ( claiming to be a USAA representative ) o '' Agent XXXX '' ( claiming to be a USAA corporate security specialist ) Perpetrator Originating SMS/Text Numbers : o XXXX o XXXX o XXXX Unauthorized Carrier Account : A cellular service account was opened with Visible and funded unlawfully via my personal USAA debit card. ________________________________________ III. CHRONOLOGICAL BREAKDOWN OF DISPUTED TRANSACTIONS & BENEFICIARY ACCOUNTS The stolen and manipulated funds were routed to specific, named accounts. The following table itemizes the mechanics of the exfiltration : Execution Date Platform / Vendor Account Affected/ Destination Beneficiary Name on Account Amount XX/XX/year> XXXX XXXX XXXX XXXX ( USAA ) XXXX XXXX, XXXX {$5000.00} XX/XX/year> XXXX XXXX XXXX XXXX ( USAA ) XXXX XXXX, XXXX {$890.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) XXXX XXXX XXXX transactions {$3000.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) XXXX XXXX XXXX transactions totaling {$2000.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) Raiyan Mamoudou XXXX transactions totaling {$20000.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) XXXX XXXX XXXX transactions totaling {$2500.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) XXXX XXXX {$1000.00} XX/XX/year> XXXX XXXX XXXX ( Son 's Account ) XXXX XXXX {$2500.00} TOTAL LOSS Grand Theft / Identity Fraud {$37000.00} ( Note : The XXXX transactions listed have resulted in a {$28000.00} deficit currently penalizing XXXX XXXX 's XXXX account. ) ________________________________________ IV. INSTITUTIONAL ADMISSIONS & PROACTIVE NOTICE The financial damage incurred was severely compounded by the failure of USAAs fraud prevention systems to respond to direct, timely alerts : XX/XX/year> ( approx. XXXX XXXX XXXXXXXX ) : I initiated an independent, XXXX phone call to the legitimate USAA customer service line to express confusion and flag interactions with people claiming to be bank security. USAA reps failed to freeze the moving assets, or flag the brand-new consumer loan. XX/XX/year> ( approx. XXXX XXXX XXXX ) : I spoke to a USAA Fraud XXXX identified as XXXX. Upon reviewing the logs, she explicitly admitted : It looks like they [ the fraudsters ] called us representing themselves as you. * XX/XX/year> ( approx. XXXXXXXX XXXX XXXX ) : I spoke with a USAA Fraud Supervisor identified as XXXX. After reviewing the timeline of the account takeover, XXXX XXXX explicitly admitted corporate remissness, stating : They [ USAA ] should have picked up on that. ________________________________________ V. TARGET ENTITIES FOR LEGAL SUBPOENA AND INVESTIGATION To aid detective units in issuing necessary warrants or subpoenas to trace IP logs, device fingerprints, and verified bank routing, the target corporate entities are : XXXX. USAA Federal Savings Bank : XXXX XXXX XXXX, XXXX XXXX, TX XXXX XXXX. Visible ( XXXX XXXX / XXXX ) : XXXX XXXXXXXX XXXX XXXX XXXXXXXXXXXX XXXX XXXX, NY XXXX ( To trace phone device IDs linked to the fraudulent debit card charge ) XXXX. XXXX XXXX XXXX / XXXX : XXXX XXXX XXXX XXXX, XXXX XXXX, CA XXXX ( To trace the verified identities of XXXX, XXXX, XXXX, XXXX, and XXXX ) XXXX. XXXX ( XXXX XXXX, XXXX ) : XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, WY XXXX XXXX VI. STATUTORY DECLARATION I maintain that the information provided above is a true and accurate accounting of the identity theft and financial fraud perpetrated against my family and me. I did not authorize the initial account takeover, the cellular account creation, the consumer loan origination, or the exfiltration of assets, and any subsequent actions taken by my family were done under severe criminal coercion, misrepresentation, and deceit. Signed : __________________________________ 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 explanation