Messages & Scams

[FixTheIssue]

Back when USAA started the text notifications and phone calls to verify suspicious transactions I thought it was squared away. My wife was recently conned into giving information that could have been devastating if it hadn't been for our segregation of accounts, one specifically for online transactions she only has access to and one that pays the auto pay and transfer bills that only I manage.

     The Issue:

The emails, phone calls, and text messages she received were very convincing since USAA does not digitally sign their emails.

     Potential Solutions:

1) If I have the app do a push notification

2) Send a SMS to check my USAA messages on the app (the implied task of sending a message in the USAA message center is applicable here, which currently doesn't occur)

3) Sign emails with the USAA user cert, it's the only way to verify the sender since the 90's. The government gives training on only opening signed emails and then refuses to sign their emails because it is one extra click when sending an email. We are just asking for some follow thru on messaging security practices.

I don't trust a phone call unless I can get the representative's extension and can call them back from the main 1800531USAA number.

[Briana Hartzell USAA]

Thank you for sharing, I wanted to add a few more tips in case you or another member who reads this wants to brush up on some ways to help prevent fraud:
 

1. Strengthen your logon security - Enable multifactor authentication everywhere it is offered, especially with banks, phone and email providers. 
    
2. Stay vigilant – Fraudsters will contact you by phone, email or text posing as credible organizations phishing for login or personal information. Confirm who you are dealing with before proceeding. When in doubt, hang up and call the number on the back of your card. 
    
3. Remember- USAA will never call you and ask you for your one-time verification code, USAA personal identification number (PIN), or password. 
    
4. Recognize valid communications - There are some easy ways to ensure the email is from USAA. Our emails include a Security Zone to help you distinguish a legitimate email from a fraudulent one. The personalized stamp at the top right-hand corner of emails includes your first and last name and last four digits of your USAA member number. To be effective, you must verify the spelling of your first and last name and the accuracy of the last four digits of your member number every time you receive an email from USAA. 
    
5. Monitor your accounts – Set up and respond to alerts sent by your financial institution. Monitor your accounts on a regular basis and report suspicious behavior immediately. 
   
   To learn more about how to protect your accounts and personal information visit the Security Center on usaa.com
   
   Thanks again for sharing your experience and helping to ensure other members know about bad actors like the ones who contacted you.

[USAA Social Service]

Dear @FixTheIssue, 

I am sorry to hear your wife fell victim to a phishing scam. Your feedback is very important to us and will be collected. Thanks for taking the time to share your comments.  - Jesse