Consumer complaint received 2025-10-02 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Personal line of credit
Issue: Problem with additional add-on products or services — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: GA

Complaint narrative:
Greetings, I am currently dealing with credit fraud/possible identity theft. I was contacted on XX/XX/XXXX by a fake USAA phone number, the phone number aligned with what was showing on the USAA website and my personal debit card with USAA. The person then told me that I had some fraudulent activity within my bank account and I was then instructed to change my password to my bank account. I was texted a link through the normal USAA texting-chat I have used in the past -- the link also didn't look obscure. I then used the link to change my password and they then had full access to my bank account. During that same phone call they somehow convinced me to send {$3500.00} through XXXXXXXX XXXX  and they would then 'send it back to me '. After the XXXX XXXX transaction was completed I called USAA trying to place a hold on that payment but I was too late by the time they submitted the paperwork. I then discovered a personal loan of XXXX was taken out in my name. I filed XXXX claims for the XXXX XXXX transaction and the personal loan. USAA has determined the XXXX transaction was my fault, but the personal loan has been a mess. It was determined on XX/XX/XXXX that the loan was also my fault even after submitting multiple screen shots of the phone numbers faking USAA and the text message thread. However. I was instructed on XX/XX/XXXX from someone high up that the loan was not my fault, I have been told something different nearly every time I call. For example, I was left a voicemail from USAA on XX/XX/XXXX asking for me to call them back. Once I was able to later in the day on the XXXX, I was told that the personal loan claim was not ruled in my favor. I was not mailed any information in regards to this claim, no emails, no form of communication. I explicitly asked for a paper trail on XX/XX/XXXX, and XXXX. Additionally, on XX/XX/XXXX I asked for my claim to be re-filed and re-investigated. Skip to XX/XX/XXXX I asked for an update and was told it was still under investigation, I was also told that the paperwork was not done correctly when I first submitted the claim on XX/XX/XXXX. Also, I have asked for a paper trail regarding this loan multiple times and they have not done so. On XX/XX/XXXX, I called for an update on the loan and the claim did not have an update and was told the paperwork was not filed correctly again. The employee during this conversation added 'identity theft ' to the claim and 'financial crime '. I was told to call in a few days for results. I call on XX/XX/XXXX and was told there were no updates. I called again on XXXX and was told that they made the decision on XX/XX/XXXX the claim was not ruled in my favor because 'the XXXX XXXX payment looks as though I'm making a payment towards the loan ' to quote a woman named XXXX XXXX XXXXXXXX XXXX There are so many fingers in this pot and again, everyone is telling me something different. 
But I am currently a student and do not have the funds to pay this back. I have not made payments because I did not want them to think I was taking responsibility for this loan, so now my credit is taking a hit.

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 non-monetary relief