I can imagine your frustration during this time and I would like to get someone in contact with you to help. I have sent this over to our bank for further review, someone will be in touch with you. Thank you.
With respect, I don't think you can imagine the frustration, but obviously I don't want to badger the messenger.
What USAA needs to do is simple--and should have already been done without me asking:
Since USAA compromised all of my accounts and personal information of me and my family by responding to phishing, they need to transfer all my investment accounts, etc to new acct numbers, issue new USAA numbers, transfer all my existing accounts to new equivalent accounts, and transfer associated scheduled ACH items to the new accounts, and put ACH blocks in the meantime except on a per-case basis as authorized by me.
Further, convert existing checking accts to SecurePlus accounts, without fees including free credit monitoring ad infinitum, which is how long my personal information will be compromised.
Only thing I should have to take care of are existing ACH direct deposit/payroll reauthorizations because I don't think the bank can do that on my behalf.
Anything less than that is unacceptable.
Had a very similar experience recently and it was not handled well by USAA. I had to call several times to make things happen that should have happened to begin with. I can't imagine the issue over there.
Based on your comment, I am not sure if your situation was resolved. If not, please send us an email along with your member number and details to: [
Removed Link]. Thank you for posting in the community.
I'm going to have to jump on this bandwagon, since this JUST happened to me and in the same way. First someone called pretending to be me from Nebraska, and didn't succeed. Shortly after that someone else tried (Florida this time) and they were able to provide enough information to get access via usaa.com, change my username, password, email, phone and pin. What's really scary is that this happened shortly after I requested a new card for one of my other accounts.
I am thankful that USAA handled this faster than expected, but it was too late to save my funds. So now there's a fraud report, will be 2-3 business days before money is redeposited, but wouldn't matter since I had to cancel my cards and wait for new ones to come in.
Here are the parts I don't understand. One, if someone tried to get into my account via phone and failed, why wasn't an alert done right then? Two, why did it take me (essentially the third call) calling up there trying to find out what was going on before anything was done? Shouldn't the account have been flagged right there and then? Also, it bothers me that the ONLY reason I found out as soon as I did was because my husband (who uses my login, long story) saw a brief alert pop up with something about profile change, so he called me. The idea of alerts is great except for one problem - when someone does what happened to me, I can't see/load the messages because they've changed my login! Hard to respond when you don't know what you are responding to...
Between all the conversations I had today, and the pieces I've put together, I can understand exactly what the first poster was saying. During the beginning of my call to USAA I was asked for my phone pin. I had no idea what that was. So I answered some basic security questions, and the girl TOLD me what it was (adding afterwards that I could have asked for a hint). Why wasn't the fact a hint was possible done INSTEAD of giving that information out?
Fast response doesn't trump prevention in the first place...
What a scary experience, thank you for being vigilant about the safety of your accounts. I would also like to thank you for taking the time to share your experience and thoughts. I have made sure your comment is escalated to our bank for further review and consideration. Thank you again for commenting.