Date Received: 2023-01-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA locked my bank account, moving forward with closing the account and not letting me open a new one. On XX/XX/2023 got an online job offer supposedly from a company call XXXX. On XX/XX/2023 interview was done through app XXXX by someone named XXXX XXXX. They offered XXXX equipment, where they FedEx a check for {$4500.00}, told me to be deposited and keep {$300.00} as signing bonus. I proceed to deposit the check. Later they stated that it was their fault and the IT seller need it more money, another check was provided for {$4900.00} and to keep {$200.00}. Later they sent me 2 FedEx tracking numbers which it was valid but later on on the FedEx site it was pending. They say in the meantime to work as a XXXX XXXX XXXX by depositing multiple checks daily, the checks had a bank account from XXXX XXXX XXXX which is a legit construction company. The checks was instructed to utilize an specific ATM with access to a transfer system call XXXX that pulls the money from your bank account once the check is deposited. The total of the checks deposited was : {$17000.00}. Per USAA the checks bounced leaving my account in negative which I didn't get a chance to see and/or barely got an explanation USAA believing that I scam the bank. My bank account was wiped drained of close to {$2500.00}. USAA gave me no chance to dispute or explained what happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Awhile ago, I suspected someone or maybe more than one individual having access to my account at USAA, withdrawing/embezzling money from my account. I contacted USAA regarding and asked them to do a total review of my account given that. Additionally, the NSF fees were, at times, being applied erroneously in which USAA corrected. USAA was fined, not long ago, for fee issues and the like. Over the past year, I have large deposits into my checking account from EEO/discrimination cases with the Federal Government ( i.e. {$78000.00}, {$49000.00} and {$27000.00} ). I know that I have expenses and bills, but I also receive deposits per retirement from the VA and OPM. I suspect that my money is being mishandled or removed from my account by someone who is dishonest in their efforts. I want to ensure that this is not, in fact, the case given the fines USAA has faced. I have been a member of USAA Federal Savings Bank for 22 years and I am sure that this request ( total review of my checking account ending in XXXX ) can be done to ensure money is not being stolen. While I value USAA as a business entity, as a XXXX veteran and a single parent, I must look out for myself, as the money deposited has gotten missing quite fast and I just want to ensure that it is nothing illegal occurring.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20603
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX my daughter deposited a check for {$5300.00} that was the return of a security deposit from an apartment in LA that my daughter had used while in school there. Since I had paid both the deposit and the rent on that apartment, we transferred that money from her USAA savings account to my USAA checking account. Both I and my ex-husband were co-signatories on that account, since we opened it when my daughter was a minor. ( She's now XXXX. ) On XX/XX/XXXX, I changed my phone number from a XXXX XXXX number to a XXXX number, since I have moved to XXXX following a legal separation from my husband. On the way home from work that evening, I stopped to buy some cat litter, and the transaction was denied. I thought there were thousands in my checking, so I was puzzled and I called USAA. The USAA agent told me that both my daughter 's and my USAA accountsthree checking and three savings accountshad been frozen. The landlord had stopped payment on the refund check. USAA told me the check was fraudulent, and that USAA was going to stop doing business with me, and that all the accounts, with a total of about {$11000.00} in them were being frozen. I freaked out. XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I had about {$20.00} in cash in my wallet. I had no way to pay for groceries or medical co-pays. I asked why they had not called me. They said that they had tried that afternoon, but that the number was disconnected. They must have called just after I changed my number. I went round and round with the agent, but she just kept saying the check was fraudulent and the because I had fallen for a XXXX scam in XXXX ( losing about {$1000.00}, which was eventually recovered ), that I was too high a risk and they didn't want to do business with me. I said, so, because I am a victim of these things, a scam and a stop payment on a check, you're punishing me? You're blocking all access to my money during a health crisis and the holiday season? Their answer was, basically, yes, that's what we're doing. The next day, I called the landlord in LA, XXXX XXXX, which operates a building on XXXX, The XXXX, where my daughter had lived. I talked to the XXXXXXXX XXXX property manager. She was horrified. She said that the check had been for the wrong amount, and that she had instructed XXXX 's accounting department not to stop payment, but to call me to work it out. She called USAA to tell them this. Meanwhile, USAA locked me out of their mobile app, and out of their website. They did the same to my daughter and to my ex-husband. Both my daughter and my ex-husband called multiple times, as did I. I asked for a review of this decision, which they said would take 5 business days. Meanwhile, my paycheck for the second half of XXXX was direct deposited into an account I could not access. My daughter 's XXXX paycheck was also direct deposited into an account that she could not access. After the review, USAA told me that their decision stood, that they would freeze all my accounts for 60 days, then send me a check for whatever was left. They would no longer do business with me, though I could keep my insurance accounts with them. As if. Because I can not access my accounts in any way, I have no detailed idea of what USAA 's accounting is. They say that my daughter 's savings is {$5200.00} overdrawn, because most of the money was transferred to my checking account. They insist that we must pay back that {$5200.00}. But I don't have that money, because the landlord stopped payment on that check. Of that {$5200.00} from that check, I am guessing I spent perhaps {$1800.00}. I am happy to pay that back. But I don't see how I'm supposed to pay back {$5200.00} that I never received because of the stop payment. They are sending nasty-grams to both me and my daughter every few days. I don't have {$5200.00}, or even the {$1800.00} that I spent, because USAA has most of my money locked up. I have had to borrow money from friends just to get by. I am at a loss as to why I was presumed guilty. Why didn't they call to ask for an explanation? If they couldn't reach me because of the phone number change, why didn't they send an email? All I did was cash a check that I was expecting, from a business account, from the landlord of a building where my daughter had lived. They stopped payment on that, but that doesn't make me a criminal. USAA treated me with an utter lack of compassion and complete disrespect, even after both the landlord, my ex-husband and my daughter contacted them repeatedly to explain the situation. All I can guess is that I somehow tripped some sort of algorithm that USAA has, but I have no idea because they will not explain their decision to me, other than to say, " That check was fraudulent. '' It was not fraudulent. The landlord simply made a mistake and sent a check for the wrong amount. Because I was under incredible stress because of the XXXX, I didn't really register that.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98107
Submitted Via: Web
Date Sent: 2023-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-13
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA allowed someone using my name to open and use a credit card. The identity thief used the credit card to charge $ XXXX for airplane tickets in the XXXX XXXX. USAA, with which I insure cars, ( a ) on XXXX XX/XX/2022, denied the credit card, and ( b ) on XXXX XXXX XXXX, debited my XXXX checking account in the amount of $ XXXX. XXXX did not recognize and allowed this unusual debit and did not notify me that it had occurred. When 'd I discovered it, I immediately notified both XXXX and USAA of this error, and I've diligently tried to get both XXXX and USAA to cooperate with me in securing the return of the erroneously debited $ XXXX. Both XXXX and USAA have practiced avoidance and neglect in regard to the correction of this error within the XXXX system. USAA in particular has supplied XXXX with incorrect and misleading information so as to get XXXX to deny and close my XXXX Dispute. Neither XXXX nor USAA have practiced customer service ; both companies have taken advantage of me ; both companies use the pandemic as an excuse.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In my previous complaint regarding this subject, the bank stated that I had deposited fraudulent checks and used the money. This is not true.. I made no deposits to the account with any checks or withdrew any monies. The deposits in question were apparently mobile deposits with my name typed on the back of the checks in the endorsement line. I repeat, I never made a single deposit that was not valid. I do not know where these checks came from. I had applied for a loan from what I thought was a reputable finance company, but I repeat : I DID NOT DEPOSIT ANY CHECKS to my account. USAA is changing the narrative to suit their purposes and duck the consequences of their failures and placing the onus on me. As far as the missing transcription of the previously reported telephone connverstion between a USAA representative and someone purporting to be me seems a convient way for them to further duck responsibilty. And if the CFPB can not do a better job of investigating this incident and the return of my money being held by USAA, I will take the matter up with my Congressional Representative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98310
Submitted Via: Web
Date Sent: 2023-01-14
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 XXXX with them. The card is now at a XXXX % interest and it is becoming harder and harder for me to pay this bill, specially 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 minute 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 years 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 minute hold and came back stating that she was sorry but that the option I was requesting was not offered by USSA.
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
Date Received: 2023-01-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA Federal Savings Bank has placed a security hold on all my accounts, preventing me from accessing funds from XX/XX/23 to the present. I believed this was done in response to an erroneous fraud trip associated with attempting to transfer {$200.00} from my USAA account to my XXXX XXXX XXXX XXXX on Friday ( XX/XX/23 ). The transfer was attempted using the XXXX app, as endorsed by USAA ; however, I received an error and was asked to try again later. I attempted to perform the transfer XXXX more times ( XXXX total ), at which point a hold was placed on my XXXX apple pay debit card. I contacted USAA and cleared the matter on the same day. However, USAA claims to have determined some form of fraud was detected on that Sunday ( XX/XX/23 ) and placed a hold on all debits from my checking and savings accounts. I was unaware of the hold until I called Tuesday after I was unsuccessful in my attempts to transfer funds from my savings account to my checking account to cover an upcoming credit card bill from an outside creditor. USAA told me that on Sunday ( XX/XX/23 ) that my account was on a security hold, and they could not comment on why until the XXXX department completed their review, which would take " up to XXXX business days and XXXX hour but was assured that I would have access to my accounts upon completion of their review. I contacted USAA Thursday ( XX/XX/23 ) when I was still unable to access the monies in my account. Again, I was told that the fraud department had my accounts on a security hold. USAA said they could not comment on why until the review was completed, which would take " up to XXXX business days ''. As of this point, I have not had access to my money for 4 days, and with the holiday weekend coming up I will not have access for at least an additional 4 days, a total of 8 days ( at minimum ). Within the last 6 months, I have moved my family to a new state, started a new job, and purchased a home. Our finances are already limited due to these major life changes and financial obligations, resulting in drained savings and maxed-out credit cardsXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX this is the most inopportune time for our bank to restrict access to our money. We are unable to pay bills, secure and XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXs, or even fill our vehicles to commute to and from XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 936XX
Submitted Via: Web
Date Sent: 2023-01-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
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: Charges for air travel with XXXX XXXX were billed to my account. XXXX was round trip New York to Florida to XXXX XXXX. I did not make those charges and have never used XXXX air. Have never been in Florida or XXXX XXXX. Credit card company ( USAA ) states that merchant has provided evidence that supports that I made the charges but has not provided that information to me despite several requests. There were 3 charges. XX/XX/2022 for {$840.00} and {$920.00}. Neither was reported to me as a possible fraudulent charge by USAA. Customer service at USAA told me that the threshold for notifying me for a possible fraudulent use of my card is {$1000.00} but they have notified me in the past for amounts much less than that. A third on XX/XX/XXXX was for {$1200.00} and was reported to me by USAA that night. I told them it was a fraudulent charge. I also told them that the XXXX charges were fraudulent the next day when I discovered them on my online statement. That credit card has been terminated and new ones issued. I have placed a credit freeze with the three main credit agencies and have filed complaints with my local police department, the FTC, and the Wisconsin XXXX XXXX XXXX XXXX. I have changed passwords on my various financial accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53562
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: I never agreed to this company reporting on my credit profile. Under 15 usc 1681b It's my right to opt out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31906
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-10
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/23 I received a text from what I thought was USAA. It asked me if I had authorized a XXXX payment of {$1000.00}, type yes or no. I typed no and someone responded back and then called me. Because the phone number was spoofed, I believed it was USAA and gave them account information. During the span of an hour, this person went into my account and removed {$810.00} from my checking and {$100.00} from my savings, using a new person to send money to using XXXX. Once I found out what happened, I immediately called the real USAA and filed a claim that none of the many XXXX transactions were authorized. I haven't heard a word from USAA about the fraud or the claim, I call them every other day for a status. XXXX USAA associate said when I told them that I have bills that will hit my account " Can you ask someone to borrow the money so that it's not insufficient? '' On another phone call an USAA associate just said, " They have until 10 days to do their research, you'll just have to wait '' and didn't give me any status. On the phone today XX/XX/23, the USAA associate said that in my account no fraud was found and no money will be reimbursed. I told them that my account was taken over and none of these 20+ transactions were authorized, I sent them screen shots and that they need to reopen the case. I don't know when I will get the {$810.00} for my checking and the {$100.00} from my checking. Bills have been returned XXXX because of not having any money in my account so I am in arrears with my loans
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94590
Submitted Via: Web
Date Sent: 2023-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A