Consumer complaint received 2026-03-19 00:00:00
Product: Checking or savings account — Checking account
Issue: Managing an account — Deposits and withdrawals
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: TX

Complaint narrative:
I was contacted by someone claiming to be apart of USAA bank. They stated that my account was compromised and that there was a withdrawal of {$5000.00}. They walked me through steps to change my password in which they provided. Using this to gain access to my entire account. My checking, savings, and credit card accounts were at this point taken over. I was not aware of this at this moment. After this, they said to protect my funds they had a bank they are partnered with to help secure my funds. To do this we had to go through XXXX to transfer the funds to the bank account they provided. After adding {$2500.00} to XXXX they had me remove my card and add theirs. After sending to that third party account I was told to remove the card they had provided temporarily. They had me add my USAA card back to move the remaining money but, before doing so they stated to send it to someone else and have them send it back to me. I grew suspicious of this and immediately contacted USAA via chat in the mobile app to get the fraud departments phone number. After getting it, I hung up on the fraudster and called the bank immediately. I did not do the second transfer of {$2500.00} as I believed this situation is not right and the person I was speaking to was not a real USAA agent. I explained all that had taken place. Upon them taking over my account, they disputed other transactions I made in the past to get provisional credits to use, transferred my savings account to the checking account, and then took out a cash advance and transferred that to the checking account. I was able to get the disputes reversed that I know I made but, they used to get credits into the account. I advised that I didnt make those disputes and didnt approve a cash advance from my credit card. I was under the impression that I was moving my funds to a secure account and not to a third party that was to take my funds. I want this to be placed under the Regulation E as an Unauthorized Electronic Fund Transfer due to me being conned into creating an Access Point for the fraudster to have access to my account/ funds to their account. I have no benefit from these transactions made. I even provided the banking information that the funds were sent to. This way they can track the money to an account that has XXXX association to me. I provided the phone number they called me from and even tried to text me from. This all took place on XX/XX/year>. They have now just denied my dispute claim for the {$2500.00} amount that was transferred to XXXX as not XXXX however under the Regulation E stated above based off of my situation, consent obtained through deception regarding the nature of the transaction invalidates the authorization. However, with the bank denying my dispute they are violating this regulation. I was also advised to send any documents of all interactions to the banks abuse email which I did during the end of the call with the bank.

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