Date Received: 2022-12-21
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA said they were closing my account because of a bounced check on XX/XX/2022 and have had my funds frozen since that date. They say they XXXX hold my funds for XXXX days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30316
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-21
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: USAA is actively harassing me. I received a phone call on XX/XX/2022 from a " XXXX XXXX XXXX informed me that they have not " changed their position '' from a disputed transaction that I submitted months ago. This phone call was unsolicited and served absolutely no legitimate purpose. Prior to this phone call, I explicitly told USAA to never directly contact me again for similar related harassment concerns. I am being repeatedly harassed after having informed them I do not want to be contacted under any circumstance. To further clarify, this complaint is not about a credit card dispute I've attempted to resolve with USAA within the last XXXX months. This is a new complaint that specifically identifies ongoing harassment from USAA employees to myself. I state this because despite my various other complaints submitted that addressed a variety of ranging issues, I continuously received the exact same copy/paste response to all of them that did not address any of the new points within those concerns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Saturday XXXX I attempted to use my debit card from USAA bank out of town and it was declined. Thinking it was a travel alert I had missed, I logged into my USAA banking app and contacted support via chat. I was told my account had been closed and told to call their XXXX number. I called the number and was told my accounts were closed and I would receive my funds via cashiers checks. I was stunned and asked why and how this could happen. They said we gave you 30 days notice which is not true. While I was on hold waiting to talk to them, I had gone over all documents in my inbox/docs, which is how I receive ALL communication from USAA. When I said this wasnt true, they said oh, we mailed it which is also not true, I havent received a paper anything from them in many years. They would not tell me why the accounts were closed and would give me no other info, despite trying to escalate up the chain. Eventually the call dropped while being transferred. This happened over and over that day. I had 3 accounts with money in them : a checking and two savings accounts. I also have both car and renters insurance through them, and am unsure of the status of those products at this time. The amount in savings account was $ XXXX total and the checking balance was approx. $ XXXX I then opened a XXXX XXXX account online. I received XXXX cashiers checks from USAA, XXXX from each savings account on Tuesday XXXX. XXXX check for XXXX and XXXX for XXXX. I immediately took them to deposit at my local XXXX branch. I met with the personal banker, as they were large checks, needed to be approved and verify my identity. I verified my identity in person with them using DL and passport and all seemed fine. I was told a small amount of funds would be available the next day, and the remainder after XXXX days, which is normal procedure. The next day, I received an email and notice in the XXXX banking app that my account had been frozen due to the checks being suspected of being counterfeit. During their normal bank-to-bank verification process, both USAA and XXXX told XXXX the XXXX were counterfeit! I called the XXXX banker I had met with and he said he would look into it. Later he called me back and told me I just needed to get XXXX documents in order for XXXX to verify the checks. He said XXXX did some research and checked me out, and they could not find any reason something like this happened to me, and they've never seen anything like it. The documents I need XXXX ) Proof of issuance from USAA. This must include the check number, amount, payee, their contact info, and MUST be notarized by USAA. I need this document for both checks. XXXX ) Proof of payment from XXXX XXXX XXXX ( the banks bank in this case ). This must include the check number, amount, maker of the check ( USAA ), date the check cleared, their contact info, and the case number. I need this document for both checks. I called USAA and attempted to obtain these documents. The proof of issuance already basically exists, though not with that header, as that info is in the letter they sent with my actual paper checks. This letter is also inside a PDF file in my banking app, which I have downloaded and also shared with XXXX. I explained to them all I need is this document notarized. I was told this can not be done, that they have never heard of anyone ask for such documents, they do not and can not provide these documents, and they can not help me. I spent hours trying to find someone to help and had no luck. After many hours on the phone, I asked if they could just recall the cashiers checks then reissue them, and was told no. They said XXXX has your money now. You are no longer our customer and that was that. I encountered the same at XXXX. They basically said youre not even our customer we cant help you. In the interim, Ive received a third cashiers check from the closure of my checking account. I have NOT attempted to deposit this check, as Im afraid it will ruin yet another account Ive had to open. On the advice of my attorney, I visited a XXXX bank and attempted to cash the check ( was told its not possible to cash a check for over {$2500.00} unless I have an account with them ) and I spoke with the bank XXXX there to see if he could help. He called XXXX back office, and was stonewalled, same as Ive been this entire time. They told him they can only release information on this matter to the maker of the check ( USAA ). My attorney and I called USAA together on XX/XX/19 in an attempt to obtain the required documents from USAA to clear the checks, and we were again stonewalled. When my attorney asked for the number for their legal department, they told us there was no such number and no one would be able to help us. SO, USAA closed my accounts without warning, then sent me cashiers checks. When I attempted to deposit the checks, USAA told XXXX XXXX the checks were counterfeit, effectively barring me from accessing my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92130
Submitted Via: Web
Date Sent: 2022-12-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: USAA allowed XXXX to contine to submit a request for payment an excessive amount of times and even XXXX XXXX XXXX XXXX XXXX, inwhichn i incurred an overdraft fee of XXXX x XXXX. Occuring a charge of XXXX. This is excessive and unnecessary and I would like to have this refunded to me. As a ruslut, I have closed my account with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21229
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, I was the victim of a phishing attack that led to approximately {$3000.00} being stolen from my credit and savings accounts at USAA. I have provided a detailed summary below of the events that transpired on XX/XX/2022, and the steps that I have taken since that time to ask USAA to investigate the fraudulent activity, restore my credit, and ensure I am not charged or liable for any of the fraudulent activity. Detailed Summary : On XXXX XXXX, 2022, at approximately XXXX XXXX, I received a telephone call from a registered USAA number while driving on the XXXX highway from XXXX to XXXX in Arizona. The speaker informed me that USAA had flagged charges on my account. The speaker proceeded to list out a series of charges and stated that an unknown person had accessed and withdrawn money from an in-person branch of USAA in XXXX XXXX XXXX Texas. The speaker then asked me to read out a code that was sent to my phone via text. I briefly checked my text messages to provide the requested code and checked my app to see if there were any discrepancies. Shortly after that, I asked if the speaker could call me back after I got home to ensure the subject matter at issue had my full focus and attention. Once I arrived home, I checked the USAA app again and waited for USAA to call me back. After waiting for USAA to call me back and having not received a call, I called USAA at approximately XXXX pm. I reported the information that had been provided to me. Specifically, I explained that USAA had contacted me to report fraudulent charges on my account, including ( 1 ) a deposit from a bad check for {$16000.00} into my checking account, ( 2 ) a {$2500.00} cash advance from my credit card deposited into my savings account, ( XXXX ) a {$390.00} dollar cashier 's check from my savings account going to an unrecognized address, and ( XXXX ) a {$2500.00} cashier 's check from my savings account going to an unrecognized address. Upon reporting this activity, I learned that a fraudulent individual had contacted me, not USAA. USAA filed the information that I reported as general fraud and began to investigate what happened. Next, I contacted USAA account takeover and was temporarily locked out of my account while USAA conducted its investigation. After contacting USAA account takeover, I contacted the checking and savings department and requested they cancel the checks that were sent. That department informed me that, " We are unable to cancel cashier 's checks after they have been sent, the fraud and security department should refund the lost funds. I also contacted the credit department and informed them that I did not deposit that large amount into my credit account and did not authorize a cash advance. Over the weeks that followed, USAAs analysis of what transpired on XXXX XXXX, 2022 vacillated between finding no evidence of fraud to claiming that I sabotaged my own bank account to determining that I fell victim to a phishing attack. I continued to follow up with USAA about the status of the Companys investigation and consistently affirmed that I was the victim of a phishing scam. USAA documented the cash advance on my credit card as fraud and the cash advance was refunded, but I have never been reimbursed for my lost savings. While I believed USAA had properly documented all reported account activity on XXXX XXXX, 2022 as fraud, on XXXX XXXX, 2022, I noticed that my savings account was negative {$2500.00}. Upon noticing that negative amount, I contacted USAA. A USAA representative informed me that the cashiers check that had been fraudulently sent on XXXX XXXX had been cashed and the funds were removed from my savings account. I then asked USAA to reopen the investigation as the cashers check was fraudulently sent which I had informed USAA of at the time it was sent on XXXX XXXX, 2022, when I asked USAA to stop payment of that check, but it did not. The fraudulent cashers check was also directly linked to the fraudulent cash advance from my credit card that occurred on XXXX XXXX, 2022, which USAA had determined was fraud. USAA opened and closed its investigation into the cashiers check within 3 days and informed me it believed that I was the one who requested the funds. USAA reached that conclusion even though I asked the Company to stop payment on the cashiers check on XXXX XXXX, which USAA did not do. After a lengthy conversation with USAA members resolution on XXXX XXXX, 2022, I was informed that I had 21 days to pay off the balance or my account would be terminated. I responded that the amount in question was directly linked to the transfer of fraudulent charges on my credit card. Nevertheless, USAA informed me that I was responsible for the charges. On XXXX XXXX, 2022, I met with a legal assistance attorney and we contacted USAA together. After more than fifty minutes on hold, we received instructions about how to further dispute the negative {$2500.00} in my savings account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85006
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: On Sunday XX/XX/10 I tried to watch a movie on XXXX XXXX XXXX. A page loaded on my TV with a code to enter and a Q code on the other half of the page it said For Support Call XXXX. I called this number. It was answered by a man sayin XXXX XXXX XXXX. He then told me my account was in review because of suspicious activity in TX and OH. He then had me open the app XXXX XXXX which allowed him to see into my XXXX. I was on my XXXX the entire time of the call. He had me install : XXXX, XXXX, XXXX. I already had XXXX. He instructed me to send money to various fictitious people. When I questioned him he said the money would be right back into my account. Most of the time these transactions were denied. Some did go through. XXXX has re=credited me the {$400.00} that was taken out. My credit card also re-credited the money. I called my bank USAA as soon as I realized it was a scam. USAA closed my checking account and my two savings accounts. They are frozen and I have no money. USAA said they would not mail me a check for the amount in my accounts when the fraud investigation was complete. They said that could take up to XXXX days. I told USAA that I understood keeping the money in the checking account, but did not understand why they couldn't send me the money in my XXXX savings accounts which is about {$15000.00}. USAA has refused to do this. I called the office of the CEO and my case number is XXXX. I do not feel that USAA has the right to hold the money in the savings accounts. I have looked at the agreement that I signed when opening the account and there is nothing in there that says anything about holding my money for up to XXXX days
Company Response:
State: CA
Zip: 92069
Submitted Via: Web
Date Sent: 2022-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My mother, XXXX XXXX, died in XX/XX/2022. I am the executor/personal representative for my mother 's estate. I found out that my mother had a savings account with USAA Federal Savings Bank via a statement I received in the mail. On XX/XX/2022, I contacted USAA Federal Savings Bank ( XXXX ) and was transferred to the Survivorship team. I requested that the account be closed and a check sent to me for the balance in the account of {$25.00}. I was told which documents to send to XXXX, which I sent via XXXX Mail on XX/XX/XXXX. On XX/XX/2022, I received another statement from XXXX, indicating a savings balance of {$25.00}. I called the XXXX team and was told that the documents I sent were received on XX/XX/XXXX, but were in the wrong department. I was told that the documents would be moved to the right department and would be processed. As of today, XX/XX/2022, I have received no indication that the documents have been processed or that the account has been closed. I have also received no check for the account balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60618
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: There were a series of fraudulent charges on my savings account dating from XXXX XXXX. My account was also locked by USAA and I was unable to log in. I called many times over the past week and a half and as of today I am being told that I am liable for the negative {$10000.00}. Before the account was overdrawn, I had a balance of {$4500.00} that I am also missing. In total, I am missing {$15000.00}. USAA has decided to stop doing business with me. Not only do I not have any money now but I also don't have car insurance anymore because It was through USAA as well. USAA continued to try and make me pay back an overdrawn account while I was still trying to dispute the charges. They were persistent in telling me that I am liable and that it is clearly not fraud. As a service member, I legally can not be in debt or have bad credit. This was 100 % fraud. The red has marks in the image attached below are all of the fraudulent charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72120
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Problem with a company's investigation into an existing issue
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: USAA incorrectly reported fraud to another bank and has failed to correct its mistake for almost two months, which is causing over {$40000.00} to be withheld from me. Between XX/XX/XXXX and XXXX, 2022, I transferred money from my USAA savings account to XXXX XXXX XXXX XXXX ( " XXXX Fed '' ). I did this over the phone with USAA representatives to save money on a wire transfer. On XXXX XXXX, 2022 USAA sent XXXX XXXX an XXXX and Hold Harmless Agreement advising my transfers were fraudulent. USAA admits this declaration of fraud was a mistake. In addition to numerous phone calls where USAA has admitted its mistake, USAA has also issued letters on XXXX XXXX, 2022 and XXXX. XXXX, 2022 stating no fraud was found and that my account is in good standing. It has been almost two months and USAA has still failed to advise XXXX XXXX of its mistake or take corrective measures. On XX/XX/2022, XXXX in USAA 's CEO team advised she can't get someone in USAA to " click the button '' to undue the fraud alert. Due to USAA 's actions, XXXX XXXX has permanently banned me from banking at their institution, will not provide me any information other than to say USAA has provided them information confirming my actions were fraudulent, and refuses to return over {$40000.00} in my XXXX XXXX accounts. USAA has been aware for almost two months that it mistakenly issued the Indemnity and Hold Harmless Agreement to XXXX XXXX but has done nothing to correct its mistake and advise XXXX XXXX that my transaction was not fraudulent. To make matters worse, USAA is now not responding to my phone messages including near daily phone messages left on XXXX 's, CEO Team, voicemail for almost two weeks.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 34109
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: A year ago in XXXX I was contacted by my the fraud department of USAA and was sent a text message that money was being attempted to be removed by someone on XXXX and I called and tried to rectify it. They sent a text asking if I authorized it and I text back no and then revive a call from USAA. As I was speaking with this person they had all of the banks speech that they normally use the help identify them. They knew a lot about me and basically got access to me account and added themselves to my XXXX contacts and transferred money. When I reached out to USAA and told them I dont know this person and it hard to discover that they werent them until it was too late. They said it was my negligence and that it was completely authorized since I went through the steps. This is not the first time something like this has happened and they basically told me that XXXX inept and they have they right to close my accounts because it was my fault. I eventually gave up on them and they kept charging me on transactions I couldnt stop. So they closed my accounts with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 52001
Submitted Via: Web
Date Sent: 2022-12-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A