USAA Customer Service Contacts

I have been waiting for USAA to simply assign my Wife and daughters as beneficiaries, for over 90 Days now. Ive been waiting for someone from the executive Department for 3 years now. I have called and spoken with 6 members of the executive department in the last 2 weeks and have been told by each one of them that they can not explain the FRAUD that USAA employees have been comitting. Ergo I have asked to speak to CEO Juan, and every one of them including his secretary, have PROMISED the Juan would give me a call back within the next 24-48 hours, No one Has returned my call.
USAA is illegally farming members of SERVICE MEMBERS dependants under the guise of assigning them as BENEFICIARIES, while demanding these DEPENDANTS provide their SOCIAL Security numbers over the phone, then Asking 3RD parties for the members PIN number. Then LOCKS the member out of their account When the 3rd Party says "This is not my account I do not know that information" then the 26 Year member can not access their account. CEO Juan does not seem to be concerned about this or the fact that NO ONE in the entire company knows who their ADA coordinator is, nor the FACT that his employees are comitting FRAUD, bank/wire fraud, and ILLEGAL fariming of MEMBERS. In fact CEO Juan, Seems to SUPPORT these illegal Activities and gross negligence 100%. JUAN does not even come close to living up to the USAA standards, but he is collecting 6 figure income from USAA members, but he absolutely is not performing the DUTIES of that position. Members BEWARE Juan, is not concerned about your needs, all he is concerned with is lining his pockets with your $$$$$$...

I have made multiple attempts to get a fraudulent charge corrected on my account since February 2, 2026. I have done this while currently deployed. It was proven to be fraudulent and no one at USAA seems to care or want to correct this issue. Attached you will find screenshots with notes of the fraudulent charge.

BLUF: Intent is to get this refunded/removed from my account (current balance in checking acct. 5292, -4892.02 sitting in there).

Around February 2026, I received a call from what I thought was a USAA representative. Individual stated my account had been hacked and I needed to reset my security information. I did, and individual gained access to my account, in fact individual somehow pulled off transferring $5000 from an external account (Navy Federal acct. 4647) to a USAA checking account assigned to my husband Justin Hae (checking acct. 0391 Conf. # 7307694293). This in itself is fraudulent because 1. We NEVER had that money in our Navy account to begin with and 2. That is NOT my account that is my husband’s.

On 2/4 the funds were returned “FUNDS TRANSFER RETURN” because there was no money from there to pull from. This happened after the individual claiming to be a USAA member debited $4,999 on 2/3 (conf. # 7270745423). As you can see the individual debited something the NEVER existed and now, I am being held responsible for that. It sounds insane just typing this. Additionally, in the attachment above you will find that USAA determined it was fraudulent but could do NOTHING about it since it was from an external account….read that again, you read right. So, I am not at fault, but the money cannot be put back to make it even.

Furthermore, this included using my CashApp to transfer money back and forth because I was under the assumption the alleged USAA member (who was not alleged, who was a fraud) was establishing a new account for me to move my money too. Attached you will also find that CashApp support found it to be fraud as well but said I needed to reach out to the bank with the debit card 1274 that the individual used to take my money. That bank is called Bancorp Bank and I have tried to call and it is associated with a Chime card and a dead end for me to talk to anyone about that issue.

It has been proven to be fraudulent in more than one way and yet USAA seems to think it is ok to do nothing and treat a customer of 17 years like this. I have NEVER in my 17 years had an issue like this, you can check my history. In fact, the only time I have really needed USAA’s help was to do a “Stop Payment” because I didn’t think my mortgage went through and I submitted it twice, so the second submit was stopped.

What I am asking is for the USAA team to reverse the charges in acct ending in 5292 and clear it, because no I did not authorize anything out of my husband’s checking and furthermore, the debt is showing in 5292 and not 0391 and most importantly a debt of that magnitude has caused significant stress and strain both mentally and financially on my family, especially with me being deployed. I am tired of trying to prove something USAA has already proven, please help correct this fraudulent act and clear our name. I look forward to coming to a resolution with the team as we are clearly not at fault. Standing by for any questions and/or concerns.

NO SUPORT or REFUND knowing it was fraudulent on my account