Date Received: 2023-01-18
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: In continuation to complaint XXXX, that I filed on XXXX XX/XX/2023, I have recently received a letter from USAA stating that information is needed from my wife to unfreeze our account. It was dated XXXX XX/XX/2023! They did not freeze my wife 's card until XXXX XXXX and that is the day that I called to complain and get it unfrozen. I requested a reason for the freezing of her account as well as what would be needed to unfreeze it. They created a letter and falsely put that it was generated and sent on XXXX XX/XX/2023. Beyond the fact that they are being deceptive on the timing of their notification, USAA provided no details on what is required. From my initial conversation with the representative on XXXX XXXX, I was informed that they needed additional information to verify identity. Together with my wife ( virtually since she is in XXXX at our home with the kids while I'm in XXXX doing military duty ), we submitted my passport, her passport, my military orders, and her permanent residence card via the online document submissions tool and received confirmation that they were received. And further proof that they were deceptive in the date of the letter, the messages in our USAA account inbox of me sending the aforementioned documents and the confirmation from USAA came on XXXX XX/XX/2023 when I sent them and the supposed XXXX XXXX letter was the latest message ( see XXXX ). After 18 hours of sending all of our documents for verification, our debit cards still do not work.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: USAA gave out credit cards in XXXX and XXXX. Upon making purchases in XXXX there were items that were counterfeit. As a complaint in a previous case has shown. USAA is now hiring multiple agencies to chase this debt and harassing me constantly with phone calls where the agents hang up. Which, I call the number back, only to be harassed by the agents claiming that I'll be put in jail if I don't pay something I owe. Eventually, I get over someone's calm and explain to them that the debt is not the correct amount and USAA won't speak to me on the matter. I purchased a PC from XXXX. Which cost upwards of XXXX. I can't check the correct amount because USAA has deleted and blocked my account access, so I have no way to get the information from my accounts. When I received the PC, it didn't work. I went through it and saw that all of the pc part serial numbers were removed and defaced. Selling defaced serial numbers on pc parts of electronics is Against the law in multiple states. The PC came from California. California Code, Penal Code - PEN 537e. It's against the law. XXXX, is the " payment '' system for the merchant XXXX. XXXX made my account with XXXX, which was ALL falsified information, so anytime I try to correct account information with XXXX, THEY REFUSE to do anything because my name, number, and everything else don't match. Just my social security is active with them. Recently, I've been getting SPAMMED with calls from a new agency from USAA to collect the debt. I've requested itemized statements from The debt collector, which then sends the request to USAA, then I get what they receive. The amount of XXXX and stupidity if USAA is stupendously XXXX at this point because they REFUSE AND WILL NOT send me an itemized statement. The Debt collector can't understand the basic formality of what an itemized statement looks like. The only thing I get back from them is a Sheet with a list of XXXX here, XXXX there, and XXXX in another place. With NOT itemized charges or where these amounts came from. USAA refuses to give any statements in relation to what amounts are owed, only giving a piece of paper that says I owe a total amount. Yet, where did this amount come from? There are also questionable charges for other things that did not exist when I tried to close the account. USAA, again, refuses to share that information. I am demanding for The CFPB to get the XXXX records of me calling in and dealing with the disputes of the fraudulent items in relation to the reason why I stopped paying the bills. It took the XXXX bank over 6 months to call me back. From XXXX until XXXX. To get a conversation with the Fraud Dept. Every week, I would call 1-2 times. Each time, I never got a callback. They would just close the complaint and disputes with no cause. Other than.. The debt is valid. Even after showing them the illegal items. Even after showing that the company literally says they won't give me the serial numbers to the parts. ANY customized PC has box Serials and other serial numbers listed for individual part warranties. The company warranty from XXXX doesn't mean XXXX when one part goes bad. Since the XXXX warranty covers 1 year. The Parts inside cover 3-10 years depending on the part. Without Serial numbers, it doesn't exist and neither does the warranty. THUS. it was Fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 614XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Ordered a PC from XXXX XXXX XXXX Order # XXXX. They applied with XXXX with partial of the cost to their " payment system '' to pay off over time. While I put some upfront, the rest I applied for credit for. Upon having issues with XXXX filing several complaints and dealing with fraud on their side since I didn't receive the item I purchased. Rather I receive a fraudulent computer with removed serial numbers. Which is against the law. I called up XXXX to let them know that the item was counterfeit. They couldn't find any account information, only that it was attached to my social security number. EVERY XXXX attempt I made to get it changed for my personal information, I would have to talk to some XXXX who can't speak english and then deal with their nonsense of NOT UNDERSTANDING ANYTHING. I am saying. Then told me they couldn't access or " Prove '' who I was. When I was literally sending them multiple ID 's. I finally reached a manager at one point and sent over the information of the missing parts and PC with the FTC complaint and the PC being junk. The XXXX company also claimed that they wouldn't give me the serial numbers and " didn't have them ''. I was told that they would handle it with their fraud team. I was called from their fraud team a few weeks later. We settled the issue, as I thought. Because I dictated to them the penal codes and XXXX XXXX that was going on. They claimed the issues was resolved. Here I am several months later seeing that it wasn't. AGAIN, calling their XXXX office up to deal with the same XXXX. Only to get the same runaround. They can't prove who I am. SO OBVIOUSLY. It's not my debt, if they have no idea who I am and someone used my Social Security number to make the account. If I can't pay the XXXX bill or am allowed to discuss it. THEN ITS FRAUD. The company supported the fraud and is continuously supporting it by not allowing me to do anything with it. Catch 22 fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 614XX
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I live in XXXX working at the XXXX XXXX and am an XXXX XXXX stationed at XXXX. While on XXXX XXXX in XXXX, my debit card was continually frozen due to " fraud alerts. '' I had to call each time to get the alert lifted. My wife used her card in XXXX and it was declined. I called USAA and they requested identify verification from my wife. I told them that she did not have time to talk with them due to being busy with the kids and asked them why she needed verification. They would not provide a clear answer and I ended the call. One important thing to note was that I was able to verify my account with my debit during this call or the next. I called numerous times later that same evening the customer service agents couldn't help me. One even said that she couldn't transfer me to a supervisor and that I would have to hang up and call again and ask for a supervisor. When I reached a supervisor, she looked into the case and I overheard her say to herself, " they even suspended his card. '' At that point it went to hold music and someone else eventually picked up the phone and then I repeated everything that happened and informed her that I submitted verification for both me and my wife along with a copy of my orders showing my XXXX address and the fact that I'm assigned in XXXX in the XXXX She said that she couldn't do anything more until my wife could talk to them. I again reiterated that I submitted all of our documents needed for verification. An important thing to note is that when I was asked to verify my card number to authenticate during this call, the representative said my debit card number ( that I used successfully earlier ) was not the one they had on file. I called again later and another agent confirmed that they suspended my card as well even though the initial concerns were due to a transaction my wife made trying to purchase waffle cones at a park for our kids ( I knew the transaction since my wife told me earlier the transaction that was declined ). So now neither my wife 's or my card work and USAA says it takes two to three business days to verify the documents I sent them. This is beyond unacceptable.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: i am writing to request your assistance in obtaining why USAA is refusing to return funds they ( USAA ) have blocked from my XXXX XXXX accounts. USAA has unfairly deemed that I knowingly participated in a 1st person fraud. As stated in all my statements, i was a victim of a cloned phone showing the USAA callback logo and account take over ( XXXX ) on XX/XX/2022. On XX/XX/2022, I moved funds from USAA to XXXX XXXX for safe keeping until USAA could guarantee the account ( XXXX ) was safe from fraudulent activity. I have attempted on multiple occasions to inform USAA that XXXX XXXX has locked funds that i transferred from USAA. The USAA XXXX have repeatedly told me that USAA does not contact third party banks. I presented this information to XXXX XXXX and XXXX XXXX informed me that USAA contacted them ( XXXX XXXX ) on XX/XX/2022 via phone and via letter on XX/XX/2022 to lock my XXXX XXXX accounts. As of today, XXXX XXXX told me that a USAA representative XXXX ( XXXX ) XXXX XXXX contacted them ( XXXX XXXX ) informing them not to release the funds to me. NOTE : I was contacted via phone by a so called XXXX XXXX XXXX XXXX with an XXXX accent with a Texas number. USAA is no longer suffering a financial lose after the movement of the {$5000.00} USD to XXXX XXXX. As noted on the USAA attachment, my bi monthly salary deposit covered the lose caused my the returned {$5000.00} USD draft that I had no knowledge of until after the draft was completed. I am begging that XXXX XXXX and USAA can come to realization that the money that is being held by XXXX XXXX by request of USAA is in fact my money not money manufactured by the fraud. Additionally, I have requested multiple times that USAA fraud contact me thus far USAA fraud has not contacted me now provided a number to contact them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20111
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-17
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I received a phone call from a USAA number claiming someone hacked into my account. They already had all of my information. They claimed someone was trying to make XXXX payments. They attempted over XXXX transactions all but XXXX were blocked. The XXXX XXXX was for {$990.00} on XXXX XXXX. The XXXX was the same amount on XXXX XXXX. I called USAA on the evening of XXXX XXXX because my card was denied while buying groceries. They claimed they saw the activity and already had a fraud investigation started. I was adamant about them putting a block on my account and they assured me no further money would be taken out. Today, XXXX XXXX was the XXXX transaction that went through. Again, plenty more transactions were attempted. I called again and they opened another claim. They were denied. But they did not provide reasons why. I am out {$2000.00} because someone had all my information and pretended to be from USAA. USAA takes no fault even though they confirmed they put a block on my account after the first XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28304
Submitted Via: Web
Date Sent: 2023-01-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX my bank informed me that they were closing my accounts. I had just received two deposits two days before. I had several ach withdrawals which they let go through until the XXXX. I contacted them at least three times trying to get my funds withdrawn. I have three direct deposits going to that account. I'm a retired XXXX XXXX veteran. I've been associated with this bank since XXXX On the XXXX I was transferred to the complaints department and explained my situation. I told the rep XXXX XXXX ) that I just got out the hospital and had an XXXX due my XXXX. Told them this was a medical emergency. She said that the complaint was forwarded to another department and they would contact me in 24-48 hours. I called again at the 54 hour mark and they said that my case was pending. The biggest issue with this is they claim not to be doing business with me but they still have my account on " deposit only ''. My deposits keep going into the account ( {$11000.00} ). They said my account is closed and have give me 69 days before they can send my funds. Totally unacceptable. I have contact the Texas Attorney General 's complaint department and they sent a letter but it seems that they will not engage USAA.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89081
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Our new ATM cards were mailed to us by regular XXXX mail, without a warning from the bank that the cards had been sent, then they were somehow stolen from our communal mailbox after delivery. The cards were activated by a third person then used at a casino for over {$1000.00} on XXXX XXXX XXXX After a fraud report was filed with USAA, they credited our account back for the amount fraudulently spent. We also contacted the police after the theft and have the case number available. XXXX XXXX XXXX USAA took back the credit for the stolen money, and without ever having contacted us, they alleged that the use of the card was not fraudulent because it was in the general geographic area where we live. We contacted USAA to ask about the fraud report and spoke to a representative almost XXXX later. The representative said that the person who used the car did so as an authorized user. They said that the person who stole the card called USAA to activate it and the bank, for some reason, added him to our bank account without any other information. We resubmitted our fraud claim with this new information XXXX We are still missing $ XXXX from our bank accounts and have spent over XXXX hrs on the phone or email.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-01-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I made a deposit into my account and the bank has placed a 7 day hold on the funds. I called and requested the bank to release the funds however they would not do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 305XX
Submitted Via: Web
Date Sent: 2023-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I contacted USAA credit card department on XX/XX/22 in regards to my USAA Visa credit card with them. The card is now at a XXXX XXXX interest and it is becoming harder and harder for me to pay this bill, especially when more than half of the payment, is going towards this interest. I explained to a representative my situation and that I needed to place this card under hardship, even if it meant closing/freezing the account, as long as I can get out of debt more realistically. The representative put me in a XXXX hold and later came back stating that unfortunately they did not lower interests for accounts. I asked XXXX more time that I understand but that based on my situation I understand if the account will potentially be closed, USAA closed my checking account with them already after more than XXXX XXXX of membership, so my only priority was to get out of the card debt sanely, and that I was not expecting to keep the account open for the payment arrangement so I would not be using it. She once again put me on a XXXX hold and came back stating that she was sorry but that the option I was requesting was not offered by XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33023
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A