Consumer complaint received 2024-08-14 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Managing an account — Problem using a debit or ATM card
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OK

Complaint narrative:
XX/XX/XXXX received a check to be deposited into my banking account as a test for a new job I was trying to get but I had no idea it was a scam I saw the bank account was legitimate as I checked it out and the company listed was true as well and it was signed as well it arrived in a USPS priority envelope and I was told via email a few weeks prior to expect information from a client as there were many who were interviewing for this position as I had submitted my resume online back in XXXX as I was released from previous employer XX/XX/XXXX after XXXX and half years. I remote deposited the check after I verified, I had enough funds to cover the check for {$2900.00} minus 10 % for my " commission '' as it was to be for rent, for my employment and sent it via XXXX the {$2700.00} with the fee ( XXXX ) per the instructions via email, which I kept all records of and then on XX/XX/XXXX received email from the employer stating there was an issue with the XXXX transaction I had done and they wanted me to do a XXXX  and I said sure just send back the money and I can resend it. they said oh it is fine, however I was a victim of a very sophisticated scam, on XX/XX/XXXX, the check that I had deposited into my USAA account had returned which had then put my bank account into negative balance, I was very scared & I had reached out to XXXX saying that I was scammed as the money I sent should not have been sent out but they referred me to USAA and then I was bounced for days between USAA and XXXX. 

I then called my bank and told them what had happened on that date the XXXX, and that I wanted to get my money back I sent, that I had the money in my account prior to depositing the funds & sending the money via XXXX. I was told they would do an investigation on it. Well that was the beginning of my long journey with USAA & the end of my banking days with them apparently. 

I reached out to our local XXXX XXXX on the XXXX of XXXX as on XX/XX/XXXX I received another check in same USPS priority envelope, from a different state I had no idea so I opened it and it was exactly the amount to cover what I lost as I had emailed the employer on the XXXX of XXXX stating that my bank took all my money from my account as the check was no good and I want my money back. At this point in time, the XXXX XXXX was of no help they do not help the public just merchants, they referred me to the police, I did a report, and I did a USPS as well which also came back as valid last week, I filed also a FBI one as well, and I did call USAA and they told me that there was no record of me calling, so they did another investigation and which I was informed just two days later I was denied & they USAA was terminating the right to bank with them & all my access to my account Checking has {$860.00} plus all my deposits would bounce back, my bills won't be paid & it would be frozen. I was shocked, upset and I had no idea that I was joint with my father on a savings account which has {$1500.00} and after much back and forth and letters sent to USAA and many phone calls stating that I was a victim and many copies of reports sent from law enforcement and USAA still not returning my lost funds and XXXX as well, I am writing to CFPB now. I NEED your help. USAA is closing my account rather than returning my money to me over a scam that I reported in good faith as a long term customer. 

USAA then said I was not a victim, but I filed Local police reports and that came back just two weeks ago stating I was a victim of a scam and the official findings are on file for my bank, but my bank USAA refused & have frozen all bank accounts & will not release my funds, I have had no access to my monies & I am joint with my father who has {$1500.00} also and I have {$860.00} in my checking. I have been unable to pay my bills on time due to this matter, I had to open up another account which had no established history which caused a lot of pain and grief. I have had a wonderful banking history 28 years with USAA up until this point. 

I have lost so much sleep, mental anguish and now after all this I am getting messages from my bank just on Friday we are trying to reach me regarding a security matter from USAA & my bank is not accepting any deposits/debits. and when I tried to call them they placed me on an hour hold. 

I did call XXXX, the first time they said oh we will take care of it and we will add something special for you, the second time there was no mention of it and I would get a phone call back, then I tried to find the online help and got wrong thing soon as I figured out was a scam. attaching screen shot.

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