Checking or savings account -- Managing an account -- Complaint #5238526

Complaint Overview

Complaint ID: 5238526

Company: United Services Automobile Association

Product: Checking or savings account

Sub-Product: Checking account

Issue: Managing an account

Sub-Issue: Problem using a debit or ATM card

State: Maryland

ZIP Code: 21060

Date Received: 2022-02-18T12:00:00-05:00

Date Sent to Company: 2022-02-18T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Tags: Servicemember

Consumer Narrative

We were victims of an employment scam involving check fraud. The scammers sent a check for the total amount of {$3100.00}. via email. It was too deposit it into the bank account. I used my USAA account where the funds were available right away. Next they wanted me to transfer via XXXX some of the money to set up XXXX time tracker, to track my work at home. It all seemed legit. The XXXX app did not work. So they had me proceed to my bank ATM and take the {$2600.00} out and then put it into a bit coin ATM to their department. While at the ATM, I had complete XXXX different transactions to withdraw the {$2600.00}, which did not flag the fraud alert that is promised with banking with USAA. Within XXXX minutes after depositing the check. I tried to log onto my USAA bank account and the account was locked, there was no notification from USAA and I called to find out why, and they had told me that the check I had deposited was a fake check. I reported this to the XXXX, my report number is : XXXX. USAA never called me to tell me the check was fake, never sent me a notification to my account saying it was fake, they just locked me out of my account with XXXX communication. I contacted the USAA fraud department and placed a report with them, they helped me to change all of my login information and passwords, just in case. They told me that there would be an investigation into the fraud. And I should send over any information I had, such as police reports and the XXXX number. During that week I assumed that the investigation into the fraud was being done by USAA. I sent over all the information I had via text and downloads onto the USAA site. During the first week, I contacted USAA several time and gave them my information all the time thinking an investigation was happening into the fraud. On XX/XX/XXXX, I never received any communication about anything from USAA I see in my account that the check had bounced and I was to pay the full amount back. I called USAA and after being transferred XXXX times!! I spoke with someone in checking who said there is a fraud investigation and he does not have answers, he said at that time that he is not sure if we will be paying back the full amount, if we will need to pay part or none of it. On XXXX XXXX, I talked with an USAA representative who said there was no fraud case happening, he did not have any information on it and that as of XX/XX/XXXX I owed the full amount back. I couldnt believe it, after submitting a case never getting any communication at all from USAA especially not even getting a phone call when the check was realized to be bad. I really couldnt believe this. We were given the run around by USAA for so long saying yes there was a fraud case in the matter, then suddenly there wasnt.

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Disclaimer

This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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