Money transfer, virtual currency, or money service -- Other transaction problem -- Complaint #7836156
Complaint Overview
Complaint ID: 7836156
Company: United Services Automobile Association
Product: Money transfer, virtual currency, or money service
Sub-Product: Domestic (US) money transfer
Issue: Other transaction problem
State: Maryland
ZIP Code: 21225
Date Received: 2023-11-09T12:00:00-05:00
Date Sent to Company: 2023-11-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Hello CFPB, Short Story of what happened ; Early Sunday XX/XX/23 morning around XXXX I was walking in XXXXXXXX XXXX XXXX the XXXX XXXXXXXX XXXX XXXX when XXXX men robbed me. They walked me to an ATM where they made me withdraw money ( I have already contated XXXX and they have refunded the {$600.00} withdrawn ). Then they took my phone and started forcing me to login to all my banking/transfer platforms. They opened XXXX and sent XXXX transfers the first for {$60.00} then {$600.00} ( I have already contacted XXXX and they refunded the {$660.00} ). Lastly they made me log into my USAA App and XXXXXXXX XXXX {$800.00} to someone. I contacted USAA around XXXX on Sun XX/XX/23 and notified them that I was disputing the {$660.00} on XXXX ( I hadn't received my money back yet ) and also the {$800.00} XXXX transaction . They opened a dispute but I knew that I needed to let them know in writing that I was requesting the refund in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers. USAA reached back out by phone on XX/XX/23 and let me know that they have determined this to be an authorized transfer because they could see that Face ID was used to login to the app. I then wrote them another letter and uploaded it to them on XX/XX/23 explaining that According to Regulation E 1005.6 - If my Face was used to sign-in then my device was stolen, Regulation E 1005.6 states that my liability will not exceed the lesser of {$50.00} or the amount of unauthorized transfers. I called them today XX/XX/23 and they said they are not reviewing the XXXX letter that I sent on XX/XX/23 because the dispute was denied. I believe that USAA needs to return my {$800.00} in accordance with Regulation E 1005.6 Liability of consumer for unauthorized transfers. I have uploaded both my letters to USAA as well as their response and uploaded a screenshot of their document upload tool to show the dates that I uploaded the documents.
Frequently Asked Questions
What is Complaint #7836156 about?
Complaint #7836156 was filed against United Services Automobile Association regarding Money transfer, virtual currency, or money service specifically about Other transaction problem. It was received by the CFPB on 2023-11-09T12:00:00-05:00.
How did United Services Automobile Association respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Money transfer, virtual currency, or money service) and describe your issue in detail.
Can I see other complaints against United Services Automobile Association?
Yes, visit the United Services Automobile Association company profile at readthecomplaint.com/company/united-services-automobile-association to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.