Date Received: 2024-03-11
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: Purchased scarf from XXXX for {$4700.00}. Returned XXXX. Never received refund. Please see additional details below : {$4700.00} XXXXXXXX XXXX Return Order of events with approximate dates : XXXX XXXX XXXX - XXXX was ordered from XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX account was charged XX/XX/XXXXXXXX XXXX XXXX XXXX - A return request was submitted prior to delivery XXXX XXXX XXXX - XXXX was delivered to home XXXX XXXX XXXX - XXXX was requested for return and dropped off at XXXX On XX/XX/XXXXXXXX XXXX XXXX XXXX I spoke with a USAA representative that instructed me to provide and include the following : I have confirmed with XXXX and XXXX XXXX the seller gave a false bar code to track the package. I have attached possible receipts to the XXXX drop off of this item. ( I'm unable to confirm which receipt belong to which item ) I have attached screenshots of what I'm seeing on XXXX 's website under this item
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91367
Submitted Via: Web
Date Sent: 2024-03-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My wallet was stolen on XX/XX/XXXX. Among the cards stolen was my ATM debit card. The card was used fraudulently for {$99.00} and the activity was reported to USAA on that same day of XX/XX/XXXX. No additional information was ever requested by USAA. On XX/XX/XXXX I received notice that they had concluded their thorough investigation and concluded the charges were not fraudulent. I put in two requests for information that was relied on and was sent another copy of the same letter that said they had concluded their investigation and that I had the right to request the documents they relied on. A woman named XXXX who would not give last name or employee ID called me and said it was suspicious that I didnt send more information that they had not requested. She also told me there were no documents to send me regarding this investigation. USAA has since held me fully liable for the purchase. I believe this violates the EFTA in several ways. Chiefly, the time period allowed for investigations and the maximum liability allowed for fraudulent transactions.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55412
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I believe the account is invalid. USAA SVG BK needs to verify under oath that this claim is valid, free from any claims and defenses including but not limited to any breach of agreement, failure of consideration, or material alterations, and that the original lender provided value. Further, the alleged account was transferred in good faith and with the consent of all parties involved. If they are unable to provide under oath the previously listed item then I require the account to be removed from my credit & their records. USAA SVG BK XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Problem with a company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Fair Credit Reporting Act, Section 609 I am requesting information regarding items that is listed on my consumer credit report. I am entitled to see all the source of the information, which is the original contract that contains my signature. If USAA Saving Bank unable to verify the accounts with my signatures, the information should be removed from my consumer credit report. And I am entitled to see all of the original contracts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I had a CD IRA - acct ending in XXXX that was in its grace period, starting XX/XX/year>. I called on XX/XX/XXXX ( first of 8 calls ) to have the account closed and the proceeds internally transferred to my MM savings account ( also an IRA. ) My last call was made XX/XX/XXXX. I have been unable to reach someone that can tell me the status of the request. CD went into renewal, which was not what I asked to have happen. I would like the account closed and the money transferred to the MM IRA as requested on the XXXX XXXX XXXXXXXX. I later completed and submitted paperwork for the same request, although I was assured that this was a back office request.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55311
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a XXXX member of USAA bank and never had an issue with them until this incident. Sometime in the first week of XX/XX/2024 I called USAA bank requesting a replacement ATM debit card due to mine being ready to expire. USAA responded by telling me they sent one to me and it was enroute. On XX/XX/2024, my card was fraudulently utilized at the location of inside of a Currency Exchange which was nowhere near my residence nor was it an area I have ever visited. I noticed the charges on the evening of XX/XX/2024. I immediately called the bank and notified them of the unauthorized use. During my call I did notify the bank of the possibility of my card being intercepted while enroute to me. I also did notify them of the possibility of the card being cloned or skimmed. My old card was still physically in my possession. My card was swiped 6 times by the offender. Out of the 6 times the offender was able to withdraw only 2 times. The amounts were {$200.00} on 2 separate swipes from my checking. The bank cancelled the card and told me they were sending me a new card. After gathering information from the bank, it was deemed that the new replacement card was sent to me XX/XX/2024. I never received that card and the fraud happened XX/XX/2024. The bank stated the card was activated via the phone number on the activation sticker that the bank puts on the card when they send it to the consumer. So obviously my card was stolen by someone either from a mailbox or from the post office. The bank deposited a provisionary {$400.00} into my checking. 30 days later the bank notified me they were taking the {$400.00} back because they did not find it to be fraudulent. I immediately obtained a police report and submitted the report to the bank along with pictures of the locations where I was during the incident. I have video evidence of myself during the date and time which was nowhere near the incident of occurrence. There are bank records showing me swiping my card for gas over XXXX miles away from the location of occurrence 1 hour before the fraud occurred. Video evidence of myself from Ring cameras and phone video show me during the time away from the location. I did not withdraw said amount of money nor did I authorize anyone to withdraw. My wife is the only one who would be able to activate the card and she did not, nor would she have without notifying me. I spoke to the detective from the local police department who was investigating my case and he attempted to obtain video from the fraud location and was unable too because the video recording did not go as far as the date specified. It was passed 40 days and the video recorded over. The bank took too long, nor I doubt they attempted to obtain video evidence from the fraud location. I was never asked by the bank to obtain a police report or attempt to obtain the video recordings from the ATM or currency exchange. I did that all on my own with the help of the local police department. I appealed this many different ways with the bank and they still say that this transaction was not fraudulent. Thet stated to me that someone who activated the card knew all my information and did not incorrectly provide them with the info during activation. I continued to explain it was stolen from the mail. Video of myself, obvious attempts to withdraw money many times and amounts of money attempting to be withdrawn without the proper finances in the account are all red flags to me and it was not me who withdrew the money, yet the bank still did not rule in my favor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60630
Submitted Via: Web
Date Sent: 2024-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Someone stool hundreds of thousands of dollars from my USAA checking account ending in XXXX prior to and ongoing theft after the data breach. USAA claimed that my account was not affected by the databresch and that transactions were normal, but the most shocking fluctuations the reported {$57000.00} or so in XX/XX/2023 amongst other months occurred during the breach timeframe. I live in a household with XXXX XXXX children and most of the transactions are for food and normal goods our rent is {$650.00} a month and electricity is usually around {$250.00}. This is obviously a form or type of fraudulent activity. Dare I say grand larceny. I had the XXXX XXXX XXXX write them a letter USAA FSB claims they were not aware about my concerns in the complaint that they responded too.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31705
Submitted Via: Web
Date Sent: 2024-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-06
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I have been deceived of the interest rate it my interest rate for {$50000.00} is % 17.74 fixed interest unsecured loan with a monthly payment of {$1300.00} for 5 years it does not add-up that would be 21.18 %. I did my calculation if my payment should be {$1200.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95116
Submitted Via: Web
Date Sent: 2024-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/2023, I fell victim to a multi-layered scam operation run by XXXX which involved me making deposits for a total amount of XXXX USD from my USAA account to fraudulent investment firm ( s ). When determining whats reasonable and fair, we should focus on the issue of liability ; common queries include, but are not limited to, the following ( i ) whether USAA did not take notice of any rule, law, or regulation, and/or possibly missed any material elements of the relevant bylaws or codes of conduct, that may have prevented them from protecting my financial safety ; ( ii ) whether by virtue of USAAs custodianship over my funds or by its control over them, they owed a fiduciary duty to the me and if so, whether that duty was breached ; ( iii ) whether USAA promoted the transaction ( s ) in question despite being aware of the nature of the transaction ( s ) in question ( iv ) whether USAA was in compliance with its own policies and procedures ; ( v ) whether USAA owed duties to myself, what the scope of those duties was, and whether USAA did not uphold those duties ; ( vi ) whether USAAs conduct was unfair ; and ( vii ) whether USAA has within its power the ability to, and should, compensate me for the harm that has befallen me. Upon identification of such unusual or suspicious activity, it is crucial that the relevant staff member adequately describe the factors making an activity or transaction suspicious, thoroughly depict the extent and nature of this activity and properly communicate to the customer that such activity meets the relevant criteria of fraud. In providing its services to a customer, a financial institution is required by law to exercise the care and skill of a diligent, prudent banker. In this case, this means that the payment service provider should not turn a blind eye to known facts pointing to a real possibility that their customer is being scammed. In other words, USAA must have had special knowledge of what was occurring or been alerted to a real possibility of fraud taking place. The financial institution must have known or reasonably ought to have known that I was dealing with a scammer. Granted, there is room for diversity of view insofar as reasonableness is concerned. Indeed, there is a sense in which the standard of care of the reasonable person involves in its application a subjective element. However, it must be remembered that the correct test is always reasonable care in all circumstances, not average care. The fact that most people behave in a certain way may be good evidence that the conduct is reasonable, but this is not necessarily the case. Although reasonableness is a very fluid concept, all of the evidence suggests that USAA did not foresee the fraud and disregarded even the most obvious dangers in this respect. Situations do tend to repeat themselves and it is advisable to examine previous outcomes to see how the standard of the reasonable person should be applied, and that lessons can be learnt from the errors of the past. Please see the attached file for the remainder of the information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93940
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-03-05
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA added my then-girlfriend ( future spouse ) to my credit card as a secondary authority with all the authority and responsibility matching a primary owner. We used the card regularly for a decade with joint purchases and payments, but when we began a divorce she called in and claimed she was fraudulently added to the card. USAA could not produce the required signature to hold her responsible for the debt and they removed her from the account dumping the debt on me during the worst possible time. They can not produce a reason as to why or how the signature was not collected or maintained. They only repeated we added her on the phone at your and her request and did not either ask for a signature or maintain one ( they do not have the recorded call for this ). They maintained all through divorce proceedings that this could not be undone and she would be held liable jointly for the debt. Due to their fault of not collecting, maintaining, or notifying us about the absence of a signature from my soon-to-be ex-spouse, they have transferred XXXX of dollars of extra debt into my name alone. I have talked to the CEO 's office twice and they refuse to resolve on their side. I have recorded calls, dates, and documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76710
Submitted Via: Web
Date Sent: 2024-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A