Consumer complaint received 2026-06-07 00:00:00
Product: Checking or savings account — Checking account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MD

Complaint narrative:
To Whom It May Concern : I am writing to formally dispute unauthorized charges made to my USAA debit card and to request that USAA reconsider its determination regarding my fraud claim. On XX/XX/year>, at approximately XXXX XXXX while I was at work and meeting with a client in my office, I received several authentication code alerts from XXXX. Because I was actively working and had not attempted to log into my XXXX account, I immediately became concerned that my account had been compromised. As soon as I received these alerts, I logged into my XXXX account and discovered that someone had accessed my account and purchased four tickets to a XXXX XXXX concert using my saved USAA debit card. I immediately removed my USAA debit card information from my XXXX account and reviewed my USAA account activity, where I confirmed the unauthorized purchases. I promptly contacted XXXX through its online chat system and reported that I had not purchased the tickets. As soon as my client left my office, I immediately contacted USAA to report the fraudulent charges and requested that my debit card be blocked to prevent any additional unauthorized transactions. At the same time, I discovered evidence that my XXXX account ( XXXX ) had also been compromised. I received more than XXXX unsolicited emails from various senders, including numerous login requests and authentication code notifications. In response, I immediately changed the passwords for my XXXX account, XXXX account, and XXXX account to secure my information and prevent further unauthorized access. I am extremely concerned that my accounts were hacked and used to make purchases that I did not authorize. I did not purchase tickets to a XXXX XXXX concert in Colorado, nor did I authorize anyone else to do so. I reside in Maryland and can provide documentation demonstrating that I was physically at work at the time these transactions occurred. I am also concerned that multiple transactions related to the same concert were processed without triggering a fraud alert or other intervention. Given the unusual nature of these purchases and the apparent compromise of my accounts, I believe these transactions should have received additional scrutiny. On XX/XX/year>, and XX/XX/XXXX, XXXX received an email from USAA containing a letter stating that USAA had determined that all 4 ticket transactions were determined not fraudulent and that the provisional credits would be reversed. I strongly disagree with this determination. I did not authorize these transaction, nor did I purchase any tickets to the XXXX XXXX concert in Colorado furthermore I don't\'t listen to this artist and never heard of him. The total amount of unauthorized purchases was approximately {$870.00}. The circumstances surrounding these transactionsincluding the unauthorized authentication alerts, evidence of account compromise, the flood of suspicious emails, my immediate reporting of the fraud, and my prompt efforts to secure my accountssupport my position that these transactions were fraudulent. USAA also stated that the IP address was linked to the address on file but there is no computer at the home nor was I home at the time the transactions were made I was at work with the XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX located at XXXX XXXX XXXX XXXX MD XXXX from XXXX. USAA also stated everything was linked to me when I explained several times someone hacked the XXXX account and my USAA debit was stored in the account. The Tickets were emailed to my email because my account was hacked. However I did not download nor use these tickets. I do not listen to this artist. Please see attached email dates and times for hacked XXXX account same time someone used my account to purchase tickets Via 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