Date Received: 2023-02-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX several XXXX transfers came from my saving account to people I do not know, as well as fake checks and wire transfers. This also happened on XX/XX/XXXX. My bank, USAA never informed me of this and had my account under investigation and finalized the investigation on XXXX XXXX on XXXX XXXX I called USAA as I couldnt seem to use my checking debt card and was informed of everything that had happened. I have been with this bank for 15 years, this is completely out of my banking character and dont even use XXXX . When asked how this happened they said it came from my device which is impossible as I know I didnt do it. Now all my accounts are frozen even though none of my accounts are negative and I need to wait 60 days because they and no longer doing business with me. My checking was a joint account so my husband and mine paychecks we cant access to pay our bills or fees out kids and the bank says there nothing they can do about it. So im a victim of fraud, Im out about 5k stolen from me and now cant pay my bills or feed my kids. How can someone who has been with this company for 15 years, military do this and be allowed to get away with it. I didnt nor would I chase fake check and send them to people all in one day? Idk even know who those people are. Or how it can be proven that it was done from my device cuz I have my phone and know for a FACT I didnt do this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45424
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022 I received a call from USAA stating that there had been an account takeover/data breach on my checking account. The bank stated that the new debit card I had ordered had been rerouted to a Florida address and whoever got it caused a data breach on my account. After getting into my account they found another checking account from another bank that had been linked to my account. They pulled XXXX from that account and tried to deposit it into my account so they could have access to it. USAA caught this amount of XXXX and called and said there was an account takeover or data breach on my account and they were sending it to the fraud department on that day XX/XX/2022 and that the funds would be deposited back to the original account within 3-5 days. I have called them every week since that date and I get the same response the fraud department is working on it and the funds will be refunded within 3-5 days. So far they have not refunded the amount. USAA never sent any correspondence or assigned a case number to this case
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-15
Issue: Problem with a company's investigation into an existing issue
Subissue: Was not notified of investigation status or results
Consumer Complaint: In month of XX/XX/2022, I called USAA to get a renter policy. The Agent, I spoke to collected all our information my wife and I. She gave me a policy number, my monthly payment amount, and asked me to cancel my current policy after midnight. 24 hours later, I tried to get access to my online account to know more about my policy details and set up my payment method, but I was not able to have access. So I called USAA agent to assist me. The first agent was not able to help me and told me that there is a note saying that USAA dont want to do business with me. And I asked her why, she said, she dont know. She transferred me to another agent. The second agent did her best and almost gave me access to my account but she said she had to transfer me to the technical support agent. The technical support agent said I am not supposed to have access to my online account because USAA dont want to do a business with me. While I was talking to her, I got access to my account. Soon I let her know, she know, she quickly quick me out the system. But, she was not able to tell me why USAA dont want to do business with me. She said USAA will send me a letter to let me know why. Couple of days later, I received a letter from USAA, but there was no specific raison why my policy has been terminated. They are talking about material misrepresentation. I sent them twice a letter as they asked to do asking them the real reason of my policy termination but they never responded. They treated me like a criminal. So after sending my second letter on XX/XX/2022 without any feedback I filed complaint against them with California Department of insurance. After that complaint, they called me trying to explain themselves without telling exactly why my policy has been terminated. You will see attached a copy of the letters I sent them, some letters they sent me, and their last letter dated XX/XX/2022. I feel like they dont have any reason. They just decided base on my accent, and my last name that I can not belong to XXXX XXXX, thats why they are saying that they were not able to verify who I said I was. I can be wrong, but thats what I think til they provide me the reason that make sense. I called them couple of times but they never try to double check my identity. How someone who try to steal someone identity, will keep calling you to know why his policy has been terminated. Even send you a letters.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Calls arent returned. USAA bank seems to be infiltrated with fraudulent personnel and have been fined. I am XXXX. I live on my SS. I need help Ive spoken with many people nothing is cohesive. I need my money or I will be XXXX as my rent is past due. Please help me this is urgent. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Charge company : XXXX Pre-charge amount : {$400.00} Initial VISA Pre-Authorization Charge/Order date : XX/XX/2023 Pre-Authorization, monthly recurring charge declined : XX/XX/2023 once, XX/XX/2023 XXXX times, XX/XX/2023 declined twice. I'm a XXXX year USAA member. USAA used to be officers only and now the company has changed to an " XXXX Bank '' and has abandoned the officer only membership in order to increase holdings for agenda purposes and not the members any longer. You may have noticed that the most recent advertising campaign has one of the most highly paid and famous XXXX players, XXXX XXXX, who has a reported net worth of over XXXX XXXX DOLLARS. His fee for these commercials is certainly a multi-million dollar contract with USAA, which is members money. This complaint involves ordering a custom item online from a company that I have a long history of transactions and that was being produced on a timeline for delivery this week and pre-charges are charged to my VISA monthly during production. This weekend USAA declined the pre-charge eight times. I logged in to my APP and to my account online with no explanation nor ability to approved the charges. This Monday morning, firts thing, I called USAA and the credit card rep, XXXX, stated " no reason is given ''. When I asked for a supervisor, XXXX asked me if I wanted to, " escilate the call and what was the reason for the escillation '' ... A XXXX year old would know I did and why so this an obvious obstruction tactic by USAA management in order to obstruct supervisor requests. No operator is this ignorant and keeps their job in a competent company. After telling her multple times that she should use her own brain to fill out that company form, she finally agreed to get a supervisor and fill out the reason why. XXXX XXXX took the call and she confirmed no reason was provided and told me that the card issuer declined the charges and not USAA. I asked her to call XXXX and she refused. I asked her to get USAA to call XXXX and call me with the reported reason and she and stated USAA would not contact XXXX to find out and I would not be receiving a call. So I'm a 30 year member and XXXX and my purchase from a company that I routinely patronize was declined eight times this weekend with no ability to call USAA and USAA provided me no option to authorize this via my app nor on the main online website account. There was no operator available over the weekend to authorize this charge. There was no call from USAA prompting me to verify this pre-charge. I've made many transactions with this company, one of which was last month for over twice this charge with no decline. USAA requires members to listen to a pre-recorded disclaimer before we can talk to a XXXX card representative. I was made to listen to the same disclamer once prior to reaching operators and then once for each operator. That's three times listening to the same recording, even though I told each operator that I had already heard it. This is just pure incompetence. The first operator blocked my request for a supervisor with patronizing questions, like, " do you want to escilate this call '', when I had just asked for a supervisor. She also asked, " what is the reason for the escillation '' after we just spoke about why I was calling in. She can't be this XXXX. There is no way a human being is this XXXX and employed by a bank to work the phones. So this is an intentional tactic from USAA to obstruct customers requests to speak with a supervisor. The supervisor, XXXX, refused to provide a reason for the decline and refused to contact the card issuer to find out why it was declined. She even aknowledged that USAA would make no efforts to provide me this basic information about why my services were declined by my card holder. Every complaint that I issue to USAA is not reported unless I " request it be forwarded to management ''. Meanwhile, USAA is paying the XXXX million-dollar XXXX XXXX XXXX XXXX of the most famous XXXX players XXXX the last 20 years, to advertise on TV and attempt to increase membership of non-officer applicants. The field grade and flag grade retired officers who run the board at USAA have decided not to use that multi-million dollar contract to make sure day-to-day normal services are assured, like not inundating 30 year members with recorded messages over and over due to lawsuits and USAA lawyers. They also do not allocate member funds to pay contracted companies like XXXX to provide reasons to USAA for declining standard and commonly seen charges on members cards and forwarding those reasons to 30 year members, like me. The USAA XXXX and XXXX are allowing management to use member funds frivously instead of dedicating those funds to day to day operations to make USAA a smooth and respected operation for life-long members like you and I. This diverting of funds is the same behavior we are seeing by our own government in Washington, XXXX Our tax payer dollars are being sent out of the XXXX XXXX the billions, to other countries who are living off of the tax payers and future children of the XXXX XXXX Tax funds are also being given to illegal aliens instead of allowing those who earn the funds to use them as they see fit. This is what USAA is doing with member funds. Instead of paying XXXX to provide the reason when they stop payment on a credit card charge, USAA is using those millions of dollars to pay XXXX stars to advertise on TV for membership boosts. USAA used to be an officer-only bank for the members. Now USAA is an " investment bank '' being run by the XXXX and XXXX. Of course it is XXXX to take member funds and pay a football player rather than negotiate with the XXXX XXXX to provide a simple reason for a decline.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32583
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-13
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: I made a transfer on my account ending XXXX to my XXXX XXXX XXXX ending XXXX, however it went to XXXX due to an input error. The account is wrong and according ACH Network rules, the wrong account number I should be given the opportunity to get my {$4000.00} back. XXXX XXXX XXXX put in a research request and after an hour on the phone with XXXX she said " IF it gets resolved in your favor '' with no validation I will get my money back. USAA was made aware of the error within five days and was told on both occasions " because there are multiple disclosures '', I literally saw no disclosures nor do I read well. So I transferred the money assuming it was going to my account, unaware the mixed up in the last few digits. Making both parties aware of the issue, XXXX XXXX XXXX said the issuing back ( requestor ) USAA should have the ability to reverse or request reversal. They seem very unbothered that their client just lost {$4000.00} to a stranger and made no attempt to resolve it for me. I asked on a second call to escalate this claim. I am hoping for a timely resolve. XXXX XXXX XXXX should be able to use the Tracer to move the money from the wrong account # XXXX to the correct account ( mine ) # XXXX Please help. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27502
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA Bank, XXXX XX/XX/2022, I booked a room at a resort, was charged {$420.00} to my card, After booking, they never sent me reservation info, no contact info my info was put in someone else 's name. When I looked on my bank to try to see if I saw a number The name of the company that I went through for the reservation was not listed, I found out there was another company, I immediately called them and told them I wanted to transfer and I told him the reason why, I that the room is in another name, I would not get my money back, and I would not get a credit. I immediately for my bank and let them know what was going on, The bank reversed to charges back to me, I waited for my bank to contact me but never got anything in the mail as I do not do paperless. I was told that I would get something in the mail within 14 days never received it, then I looked at my account and saw that the transaction will receive first back to the company. In my case was considered closed. I explain to the rep that I don't have PDF, and I don't have a computer everything I do is on my phone That's why I prefer they contact me by phone or by mail. Because of them I took the money from my account it causes me to have multiple XXXX fees for transactions that could not go through I requesting they reverse to XXXX fees and I'm requesting my money we put back into my account. It is important of an individual says that they XXXX information be mailed to them that it be mailed to them. USAA Bank has not been very kind, there was an incident where I had a XXXX loan and I was assigned a representative through them to help with my processing, The guy told me that I should go and buy my home through someone else and then come back and refinance through them because they just didn't have time to work with me. I continue to stay with my bank because my husband who was a XXXX and a XXXX XXXX XXXX them so much and it's because of him that I don't close this account even though he is gone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55125
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-12
Issue: Confusing or missing disclosures
Subissue:
Consumer Complaint: I tried signing up multiple tes for my stimulus pandemic relief fund im Renewable rescourse through water wind and need some assistance to complete getting a secure phone and data plan XXXXXXXX XXXX XXXX XXXX
Company Response: Company can't verify or dispute the facts in the complaint
State: SD
Zip: 576XX
Submitted Via: Web
Date Sent: 2023-02-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX, I sent in a deposit to USAA Federal Savings Bank for XXXX into my checking account ( Number XXXX ). The deposit was mailed in a USAA pre-addressed, postage-paid envelope and consisted of a deposit slip and XXXX checks : a check from XXXX XXXX XXXX XXXX XXXX amount of {$86.00} and a check from the XXXX XXXX XXXX XXXX amount of {$860.00}. When I checked my next statement it didn't match, so I went online and found out that on according to what USAA reported, on XX/XX/XXXX, USAA processed the XXXX {$86.00} check with a notation that it was deposited without a deposit slip and the did not deposit or give me credit for the {$860.00} XXXX check which they obviously received in the same envelope at the same time. ( To the extent I am able to do so later in this complaint, I will attach a copy of the deposit slip referencing both checks, as well as copies of both checks- all of which I had scanned into my computer before mailing the deposit envelope. ) I then called USAA on XX/XX/XXXX and explained what happened and that they somehow misplaced or lost the check after they received it. The person I spoke with, ( who told me her name was XXXX XXXX, said she wrote up a ticket for them to look for the lost check which she said would take XXXX to XXXX business days. She told me there was no incident number and that it would just be noted on my account. Notwithstanding what I had been told by the USAA representative on the XX/XX/XXXX call I heard nothing back from USAA so I called them again on XX/XX/XXXX and spoke with a USAA representative who told me her name was XXXX. I explained the situation again and the representative had me upload on to the USAA website, my copy of the deposit slip and both checks, ( which I subsequently personally confirmed was received, and presently has a notation of " routed '' but no reference to anything being done ), The representative also told me that she could find no record of the prior ticket regarding this problem, which I had been told in my prior call had been done, so she told me that she would put in a ticket and that it would take XXXX to XXXX business days to process and that USAA would respond on the USAA website in my correspondence section. Notwithstanding what I had been told by the second USAA representative who I spoke with on XX/XX/XXXX, I received no response to my issue and there was no response on the USAA website, so I called USAA again, for a third time on XX/XX/XXXX. The representative who I spoke with ultimately, after checking around said that a report was submitted on XX/XX/XXXX, ( which was actually the date of my second report ) and that according to them only XXXX check was processed and they wanted me to stop payment on the {$860.00} check and get it reissued. Since USAA obviously received both checks and either lost the {$860.00} check or incorrectly deposited it in someone else 's account, I told them that that was not acceptable and that they should credit my account for the {$860.00}, and if they feel it necessary, try to get the check reissued. The representative then transferred me to an XXXX Agent ( which I was told meant : " Member Resolution Team '' who'd told me his name was XXXX who also said he wanted me to stop payment on the check, ( which I had no knowledge hadn't been lost by the bank or incorrectly deposited into someone else 's account ) and I also told him no, it was the bank 's problem and he said he would submit another case for me, this time giving me a case number : # XXXX and asking me to give then XXXX hours for feedback. It is now 11 days later and, for the third time, I still have not received a promised response and there is also no response on the USAA website. The XXXX check represented a final dividend payment on my late wife 's stock where the transfer agent had proved to be particularly difficult and uncooperative in liquidating my late wife 's stock and sending me the final dividend check, which I finally received more than XXXX months after her death. I have no idea if USAA lost the check or deposited it in someone else 's account by mistake, in which event, even if I could get through to the XXXX transfer agent, they would then not issue a new check. This is clearly solely the bank 's problem, caused by their mistake, and they should take care of it and make me whole without me having to do anything further.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I did an ACH transfer from my XXXX into my USAA account. USAA put the {$700.00} on hold without explanation or warning. This is not acceptable as pay my bills on time and need this money. I need USAA to refund any fees that are incurred as this situation was not created by me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34743
Submitted Via: Web
Date Sent: 2023-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A