Consumer complaint received 2026-05-21 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Fraud or scam — 
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: OH

Complaint narrative:
On XX/XX/XXXX I attempted to order a sandbox online, it was a XXXX sponsored result identified as XXXX I first tried with my CashApp debit card and then my USAA debit card, which is linked to all my digital wallet services. When the transactions failed I called XXXX and was informed that this was NOT their website, but rather a spoof site originating from XXXX designed to look like them. XXXX also sent an email stating this with a link to the sandbox on the valid site. I have browser history, emails, screenshots, and phone records of all of this I am happy to provide. The next afternoon I check email and see multiple emails from USAA in regard to suspicious activity and my credentials being changed. I immediately attempt to check it and all my other digital money services, whereupon I discover that someone has hacked both my cashapp and USAA account and drained them completely in under XXXX minutes. They transferred the money from both my savings accounts and my other checking account into the single account connected to XXXX and had to make XXXX transactions to transfer the funds. They then disconnected my USAA card from Cash App, added a Debit card from XXXX XXXX bank in XXXX XXXX ( I do not not have I ever had any affiliation or account with this institution or even know anyone who does ) paid the instant transfer fee, got the money and removed that card as well. I reach out to both USAA and XXXX to report the theft and account take over and was advised to get a police report. On my way to the police station I am struck by a pick up truck making an illegal turn and thrown from scooter, resulting in a skull fracture that required multiple staples ; and was rendered unconscious for the next XXXX hours. During this time USAA requested my immediate response, but obviously I was unable to. Upon regaining consciousness I did call XXXX and USAA from my hospital bed, confirming this is NOT me who did this. When I am released the police come and take my statement and their fraud division creates the report, concluding that yes this is very obviously a case of theft, and I submit it to both XXXX and USAA. They both deny the fraud and point to my non communication on the XXXX, for which I offer to provide documentation of my incapacitation. Denied again, I demand a third look, which we are now on. As of today, XX/XX/year> both companies have now requested more time. In addition to the speed and manner in which this was carried out, it is an unprecedented deviation from my long usage history, not to mention a clear violation of the XXXX. I am a single mom, who now has a XXXX, XXXX XXXX XXXX, and a number of additional injuries who has nothing to survive on while XXXX works on my claim and the injury case settles. That money that was stolen in less time than it takes to make a cup of coffee is our lifeline to survival. Without it we will be homeless. I am not asking for anything but what I worked hard to earn that was taken from me. That the bank that promised to keep my money safe keeps that promise. I have all manner of documentation I would be happy to send over. XXXX let these companies leave another family destitute due to their careless security policies and commitment to profit. Make them keep their promises.

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