Consumer complaint received 2025-09-03 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:
On XX/XX/XXXX, at approximately XXXX PM i received a phone call and a text message simultaneously from someone identifying themselves as a USAA representative. The call began with a USAA recording that the call was being recorded, and then the individual said " XXXX XXXX we have reason to believe that your account has been compromised... this is an emergency and we need your attention to this matter. The call and text came from the USAA number, and the individual then asked that i log on to my account and see that my account was " Under Investigation '', and sure enough when i logged on, two of my accounts were locked and read " under investigation ''. The caller went on to convince me that a XXXX bank employee had " skimmed '' my card at a local gas station and that the needed my help by transferring funds at a XXXX bank. I resisted and said to the person that i wanted to call him back and he agreed to stay on the line while i called USAA to ask about the fraud alert. The person waited on the phone and in the meantime said, " I can see that your account has been put under investigation so no funds can be taken out of your account ''. Again I viewed my account ( i have a screen shot of this ) and it did, in fact, read " under investigation '', so i went decided to " help '' him by going to XXXXXXXX XXXX in XXXX Texas and walking through the steps ( waiting on hold w/USAA ) XXXX As i was making " transfers '' for XXXX and another XXXX ( a total of XXXX ), USAA answered and we were ACTUALLY ON A CONFERENCE CALL WITH THE CRIMINAL for a brief time before the USAA rep said, " XXXX XXXX hang up the phone you are being scammed ''. Much to my horror, i filed a complaint with USAA and the individual said, " you don't need to worry because these transactions are pending and can be stopped now ''. He said he put a " real '' hold on my account and told me they would get back to me. In the meantime i contacted XXXX bank and they were able to put a stop on one of the payments ( which seemed confusing at the time because USAA said it would not 'go through ' ). XXXX was able to stop XXXX from being transferred ( i.e., it was a XXXX account ). I woke up the next morning and saw that both accounts ( savings and checking ) were not 'on hold ', so I called USAA the very next morning ( XX/XX/XXXX ) to inquire and verify. I waited on hold and finally a person answered and said, " we do not have a record of your request, but I can put one in for you ''. Much to my dismay, i filed a complaint and proceeded with a new request. This individual also told me " this transaction is pending and will not go through '', but much to my horror both amounts ( a total of XXXX were deducted from my account ). The individual also told me an " unauthorized IP address '' had accessed my account, and i asked to have it removed. several days later USAA placed temporary credits in my account. I thought things were solved but after taking my business to another bank, USAA deducted more then the original amount that was deducted from my account ( a total of XXXX ) and overdrew my checking account ( i.e., because I had transferred the remaining balance to another bank ). Not a single time during this entire process did USAA actively reach out to me... no phone call ... no resolutions. and when I called last Thursday ( XX/XX/year> ) to inquire about the now negative balance in my account the gentleman who helped me said, " yeah we definitely screwed something up here ... and muttered " c'mon guys '' ( i.e., referencing the ineptitude of the of the way my case had been handled and that there was an " accounting error '' on their end that resulted in the negative balance. he said he would " escalate '' the matter and call and e-mail the supervising manager. As of today ( XXXX ), I still have not been contacted and the matter remains unresolved with a negative balance in my USAA account ''. Not once during this series of calls and my inquiries did i receive accurate information. During the entire saga, USAA allowed my account to be manipulated by an unauthorized IP address and allowed massive transactions to occur w/ZERO checks that might have stopped such large sums from being stolen. They allowed internal transfers from my savings to my checking ion the amounts of XXXX and XXXX and then allowed wire transfers in the amounts of XXXX and XXXX ( total of XXXX ) to be made without a single alarm bell going off. And they have shown ZERO interest in helping me ( although telling me several times " don't worry, the transactions will not go through... you are ok '' ). USAA 's internal security is flawed and has no stop gaps in place to protect consumers like me, when just some minor mitigation ( e.g., not allowing unauthorized IP addresses to make changes to an account, not allowing an account to be manipulated as " under investigation '' when clearly a hacker had made that change to my account, and not allowing multiple large transfers to occur without flagging those ). Any of these things might have saved me thousands, but instead, I am left with no answers and a negative account balance, so I am filing a complaint on multiple fronts : ( 1 ) poor internal security-checks, ( 2 ) extremely poor customer resolution/service, and ( 3 ) multiple incorrect accounting entries. Please help me if you are able... Kind Regards, 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