Consumer complaint received 2025-11-17 00:00:00
Product: Checking or savings account — Savings account
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: WA

Complaint narrative:
On XX/XX/XXXX, I applied for a loan with applynationwide.org and received a call from " XXXX XXXX at XXXXXXXX XXXX XXXX He introduced himself as a XXXX XXXX, XXXX XXXX. He said I was approved for {$10000.00} at 8.99 % APR, with no fees. 
He explained that I will have to upgrade my XXXX XXXX in order to be eligible. And that I will do it with the money added to my USAA account by his services. 
At XXXXXXXX XXXX XXXX, I was contacted by the senior loan XXXX XXXX XXXX. He said that {$2400.00} was deposited in my USAA account and that I need to send it back to XXXX on their account ; he provided XXXX bar codes. I had to submit the receipts for the operations, which I did. 

The next day, XX/XX/XXXX, XXXX contacted me in order to do another set of operations at XXXX, since he had already sent again {$2400.00}. 
At the time, I complained that the transaction appeared as income on my account, and he said that he would take care of that and correct it. I also asked for the documentation regarding the loan I did not receive. He said that I will receive those in the evening. He was very eager for me to do the transactions again at XXXX, even if I said I was afraid of not having any paperwork. I wanted to know when I'll need to begin to pay the monthly payment. he said it will be on XX/XX/XXXX, for an amount of $ XXXX XXXX 

His tone changed, and he wanted me to do the transaction asap. 

I went to the XXXX XXXX Police Department immediately. XXXX XXXX XXXX gave me a case number XXXX. At the same time, I contacted USAA XXXX Department in order to block my account. The lady changed my username and password and said my account was safe. She said that my account was frozen and would have no more charges to it. She also sent me a new debit card and assured me that my account was now safe. The XXXX said that it was the right thing to do. 

I have the receipts for the XXXX transactions. 

Unfortunately, another USAA representative said that I made a purchase at XXXX with that transaction and that i should reimburse the scammer. 
I found a copy of the deposits on my USAA account and have a copy. 

USAA later sent me a letter stating that the activity was not considered fraud so they could not help me. Further, they held me accountable for the money and overdrew my account by {$4600.00}. I have reached out several times to ask for it to be corrected but have been told that while they acknowledge that it is a scam, they do not consider it fraud and will not help me. This has put me late on many payments that come out of my account automatically. In addition, I have been hit with late fees for those bills, XXXX of which was my credit card thru USAA! 
In addition, USAA issued refunds to the scammers as well as authorizing at least XXXX more transactions that I did not approve to the scammers.

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