Consumer complaint received 2026-06-23 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: AR

Complaint narrative:
The morning of XX/XX/year> I received a phone call from XXXX and the guy on the phone said he is with XXXX from USAA Fraud department and wanted to verify some possible fraudulent transactions. He listed the as XXXX in CA for {$210.00}, XXXX in CA for {$35.00}, and an attempted wire transfer for {$4200.00} out of XXXX in XXXX, AR off of XXXX XXXX. I told him that I didn't approve those charges and I have not been in California, but I did use a iffy website. He confirmed the last XXXX of my card ( he gave me the numbers ) and asked if I still had that card in my possession. I said yes I have that card. He said ok. The first thing we need to do is resent you password on your online account. He send me a link via text message using text number XXXX ( this is a valid USAA text number ). I did what he asked. He gave me a case number of XXXX After this he told me that there seems to be multiple attempts to try and transfer funds out of this account using my debit card ending in XXXX from the XXXX XXXX located XXXX XXXX, AR off of XXXX XXXX That there is a case against this bank for multiple fraud wire transfers and there is an open investigation to try and get the person attempting these transfers and they believe that they work at that bank. He asked me if I could go to that bank and see if I can get receipts of these transactions against my bank. By this time I put him on speaking and explained to my boyfriend what was going on. My boyfriend said he can drive me. While we were getting ready to go the guy was on speaking and I was watching my online account and saw credits being added to my bank account. XXXX XXXX for {$50.00}, XXXX XXXX for {$100.00}, XXXX XXXX XXXX for {$100.00}, XXXX XXXX XXXX for {$360.00}, XXXX XXXX XXXX {$800.00}, XXXX XXXX XXXX for {$900.00}, XXXX XXXX XXXX for {$1000.00}, XXXX XXXX XXXX for {$1900.00}. There was a {$2000.00} transfer from my XXXX XXXX XXXX XXXX account ( XXXX ). This account was set up as an external account on my USAA online access. This was all done while I was on the phone getting ready to go to the bank. While my boyfriend drove me to the bank he stayed on the phone with us. There was no more talking regarding the charges. When I got to the bank he asked to stay on the phone with me and he was feed me the information a needed. When you walk in don't say anything about the fraud charges. Just do what he says so we can get the information to build the case against the person that is doing these fraud charges. He had me get a deposit slip and put a business name on the ticket with an account number and the amount of {$6500.00}. I followed his instructions went to the teller and did the transactions. Got the receipts. Sent the guy on the phone the information he asked for. Then we got disconnected. I did not receive a call back. I called back the number he called me from and it was not working. I was not able to get a hold of anybody. I called USAA fraud department explained what happen and they told me it was a scam call. I checked my account and all those transactions positive transactions was the scammer having access to my online account and disputing all my payments to my Credit Card company XXXX XXXX. While they were in my account they process the {$2000.00} transfer from my XXXX XXXX XXXX XXXX account. I have disputed this with my bank, put a stop payment on the transfer and advised my CC company what was going on. The bank denied my dispute.

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