Consumer complaint received 2025-04-23 00:00:00
Product: Checking or savings account — Checking account
Issue: Opening an account — Account opened without my consent or knowledge
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TN

Complaint narrative:
Our online bank is USAA which is in XXXX XXXX, Texas. On XXXX XXXX at around XXXX we received a call from an alleged USAA Fraud Representative claiming there was fraudulent activity with our accounts and he would investigate and fix any discrepancies. He said his name was XXXX XXXX and his USAA employee number was XXXX. The call lasted 6 hours during which time he constantly sent us text messages with verification codes that we relayed back to him. I tried to verify the validity of this caller 's ID with USAA on another line. I was locked out of my account but I was told by a USAA customer representative " XXXX '' the phone number the caller was using and his employee number looked legitimate but he wasnt positive. The representative I spoke to was " XXXX '' and my recorded call was at XXXX XXXX Eastern time zone. The caller continued sending us text messages with codes which we relayed to him. We believed he was a real USAA Fraud investigator. He claimed we needed to hit yes to the transactions so he could verify the link to our other accounts. He stated that no funds would be transferred and he would reverse the transactions after the verification was complete. Also during the 6 hour call, this Fraud Rep added {$25000.00} into our account and began moving money around and making payments to entities such as XXXX and XXXX. His ability to move money quickly as well as add {$25000.00} further led us to believe he was legitimate. We later learned that he used a personal check. On Friday, XXXX XXXX, USAA sent us a " Notice of Deposit Adjustment '' along with a copy of the personal check he used. The check is clearly fraudulent. The adjustment notice notes that the check is " not payable to Account Holder ''. The date of the check is XX/XX/year> and payable to " XXXX XXXX ''. The dollar amount hand written on the legalline is " XXXX XXXX XXXX '' and the numerical amount is typed XXXX. There is no endorsement signature on the back of the check. A copy of the deposit slip was included in the documents. As of today we are out about {$4700.00} from our original checking account balance and I am showing a negative {$25000.00} balance in our checking account. This check did not come from us and we never tried to deposit it. We have been calling USAA all week and this week trying to get this straightened out and our original checking account balance returned and removing the negative {$25000.00} balance. USAA conducted their fraud investigation and said the incident was an " account takeover '' but then said they found no fraud. I have generated a police report with the XXXX XXXX Tennessee Sheriff, an Identity Theft report with the FTC and our whole family have put freezes on our accounts with the three credit reporting agencies. I have submitted a complaint report with the FBI IC3 office. We are now disputing all the charges.

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