Date Received: 2022-11-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I and my wife contacted USAA about a check that they told us prior in the mobile app that a hold would be placed on our {$6600.00} check and only {$500.00} would be available for XXXX days. But they was no way to allow this to clear unless she deposited her check. That was the only way to determine if they could do anything. As soon as she deposited it they looked into it and the representative said she could not reverse the decision. I have been fighting tooth and nail to get the funds released early as {$6600.00} for a family of XXXX is quite a bit of money and so far this month our only income. I have not been able to purchase groceries or anything for my family or myself since last Friday. Our bills didnt stop coming and groceries ran out. I took this all the way to the CEOs office and I got stonewalled the entire time. What caught my attention today was that XXXX apparently negative in my account by {$3.00} when I asked the representative today if I wanted to stay in good standing with USAA ( I have XXXX intentions ) but for the sake of argument would that - {$3.00} have a negative impact on my account and she stated yes. So my big question and not only for myself how is it ethical or legal on any grounds to determine an account negative when the consumer has the funds, the funds arent just available due to the punishment or whatever reason there is such a long reason on the funds. Did this happen prior to me? They couldnt answer but I dont see how this is moral or ethical in anyway especially to a veteran that a bank prides itself on helping and being there for when in fact it feels more like its exploiting a certain market. The money will be available on XX/XX/XXXX I find this unacceptable and inhumane. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 982XX
Submitted Via: Web
Date Sent: 2022-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Identity theft-funds stolen, reported it immediately requested the receivers account be blocked and no transactions processed further. Only to have more occur I sent the bank about a hundred supporting documents showing multiple fraudulent transactions, i made a new account per usaas instructions just to have it compromised as well i closed that account i changed all security defenses to no avail as the account continued to be compromised, the company admitted they saw the fraud coming from a different IP address, i was screamed at, complaint filed against representative, identity theft dispute filed with all 3 reporting agencies, XXXX XXXX XXXX complaints filed, credit freeze on credit report. Police report filed, complaint filed with identitytheft.Gov and police report donated, date of start to fraudulent transactions is XXXX XXXX on my account personal loans were cashed and stolen i tried to close my account they refused. My name was slandered as they accused me of first party fraud refusing to issue credits ignored after multiple requests to have a supervisor call me ive spent over 20 hours on the phone explaining my situation and specifics about the case just to be disregarded this company has acted in a disgraceful manner in which they decided to handle the case, not following proper policies, protocol and procedures refusing to take accountability when i did my part as far as reporting it in XXXX than 24 hours Report sent to policeXXXX XX/XX/XXXX, I noticed i had a XXXX transfer transaction for {$35.00}. i didn't have any notifications ( my bank acct nor my email ) from this person requesting funds nor did I answer any phone calls giving out my information ( i call usaa directly from app ) On XX/XX/22 i called dispute center notifying usaa that my account had been hacked and i didnt authorize XXXX transfer and please mark this as fraudulent And do NOT allow any other transfers to go to that account. I removed the persons information that was added to my usaa account ( which allowed himself access without my involvement to send himself money ). while dealing with trying to get a refund with the 1st transaction i noticed that i got 2 more charges both on XX/XX/XXXX for {$190.00}, {$440.00} right after my husband sent me {$500.00} to pay my bills. Leaving me no money to pay my bills. And again i disputed my account for these fraudulent charges and now the resulting fees. Just to get a notification that it was no fraudulent activity found and that i was instructed ( against their policy ) to recover my personal funds by myself, i shouldn't have been told to contact this person in any way by law, it should be my bank that promises zero liability for fraudulent activity. i changed all my passwords, user name and security questions. I even opened up a new account and applied for a personal loan that declined due to hundreds of inquirys from the hacker To my surprise they added their information back into my now safe account and transferred the last bit of what i had to pay my bills. Leaving my account negative and my car payment/loan unpaid and late. fees on my sons youth savings acct which has never had any transactions until fraud occurred which was also stated as no fraudulent activity found. After dozens of phone calls ( up to 20 hrs of calls ) and uploaded documented proof with usaa telling me they see the fraudulent activity, it was transferred to a supervisor for an appeal that would behandled in 3 days. Just to get a letter with denial after denial stating no account fraud found even though ip addresses showed out of the country and a Texas location. MULTIPLE FEDERAL RIGHTS THAT I AM PROTECTED BY LAW WERE VIOLATED
Company Response:
State: SC
Zip: 29732
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX approximately XXXX my hotel room door was kicked in and I was assaulted. My Laptop, cell phone and wallet was taken. The XXXX XXXX was called and they took a crime report # XXXX. I tried to report my Credit & Debit cards as stolen to the bank USAA but they did not open until XXXX. So at XXXX XXXX I reported both cards as stolen and gave them the crime number but they did not seem interested in it. I have been calling for oveXXXX XXXX months demanding my XXXX back. I informed them they only had 45 days to investigate. They just don't seem to give a XXXX that I'm a XXXX XXXX XXXX Vet who is on XXXX XXXX from XXXX and XXXX and XXXX XXXX. I receive only XXXX XXXX a month and can barely pay for my meds, eat and bills. I have escalallted this all they way the the CEO level agent, but to date my account is NSF and my family, cant even send me money as these charges will eat them up. On XXXX My Checking and Credit card were in perfect standing. Now USAA has Embezzled my money. I entrusted my money in their care, they refused to give it back and they have made money off my money. I dont give a XXXX if its .0001 % on their scale. When I was a XXXX I arrested people for these charges. I want my money back and accounts placed the way they were. The moment I reported the crime, my liabilited stopped at XXXX XXXX on the XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 77471
Submitted Via: Web
Date Sent: 2022-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Account # XXXX Mortgage with USAA / XXXX. XXXX & XXXX XXXX We have had an outstanding payment performance with XXXX for our Mortgage payments. We were notified in XXXX that USAA was selling their Mortgage to XXXX XXXX. We called and asked if there was anything we needed to do and we were told No, that it would be a seemless transition. It was anything but seemless. We were told our direct deposit of our checking account would switch from XXXX to XXXX XXXX. When I checked my credit report it showed late payments from XXXX XXXX. We called XXXX XXXX and and found out that those payments did not get directly deposited into our new Mortgage with XXXX XXXX. In order to make our account current we made a XXXX time payment of {$13000.00}. which made our account current on XX/XX/XXXX. Today I saw that the credit report was now showing that XXXX was delinquent. The woman I spoke with today sent me our transaction history and it indeed shows our account was made current on XXXX, XXXX. The credit report is showing that we have an outstanding balance with USAA XXXX of {$8900.00}. when if fact that was all paid and then some to XXXX XXXX who now owns the loan and we have set up automatic deposit. We do not owe {$8900.00}. look at the account, it is current and yet our credit score continues to go down and you folks have not adjusted the outstanding balance. We are interested in refinancing or taking out a home equity loan but this has killed both me and my husbands credit scores. Please update your records and remove the deliquent months of payment so our credit can get back in good standing. I have talked to no less than XXXX people between USAA and XXXX XXXX. No one could give me an explanation and I was told to schedule a dispute. If this isn't taken care of we will be taking our business elsewhere. I have spent 3 days on this matter which should have been resolved in one phone call. Thank you in advance for your attention to this matter. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 038XX
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Opened the account a few months ago, added my husband to it as well. We both sent in all required documents as requested. We received no further communication that USAA needed additional documentation through phone, text, email, mail, or their account message system. They closed the account without warning leaving us without access to our money until the paper check arrives in the mail. I dont have any documents to show what happened as they never sent any and the account is gone. I called them for help and they told me their is nothing they can do because the account is already closed.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78109
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XXXX I was contacted by a Recruiting staff of ( XXXX XXXX ) stating she found my resume on XXXX. They wanted to interview me for the XXXX position. I then was hired by HR and every morning at XXXX I had to sign into XXXX XXXX and train. On XX/XX/XXXX, I was sent my welcome letter and two checks to get all equipment needed. I deposited the checks into my USAA account and started to order the things they told me to get like the headset, printer ect. However, come to find out the checks were fraudulent, and the job was too. After, realizing what was really going on by then I was scammed out of {$2900.00}. I contacted USAA and filed a police report. USAA proceeds to lock my debit card and account because they were going to investigate as they should. Again, that was XX/XX/XXXX, when the investigation started. It is now well over 30 days! I have contacted USAA several times for an update. Of course, I was told the investigation should have been completed by now, however it is not, and my funds are still on hold as of XX/XX/2022. As, a service member of being in the military I thought USAA would be a great bank. I was wrong! I have bills that need to be paid and USAA has my funds still on lock.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2022-11-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: From XX/XX/XXXX through XX/XX/XXXX, I was a resident of XXXX XXXX XXXX Due to the pandemic. During this time in my absence somebody gained access to my personal information. Someone made unauthorized transactions from my checking and savings USAA accounts. I did not have access to my USAA account in XXXX XXXX it does not work so there was no way I could make the transactions. I contacted the bank to inform them of this situation. USAA bank customer service department told me that they would investigate and notify me once they had their outcome of the investigation. As of XXXX, the XXXX XXXX I have not received any e-mail or regular mail regarding this situation the account remains negative. I sent in all my supporting documents and the police report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX I had someone access my online banking account through USAA, on four different occasions ( XX/XX/XXXX, XXXX ) they transferred money into my account in the amount of XXXX $ from a XXXX XXXX XXXX based out of XXXX, Iowa Routing XXXX Account XXXX USAA then credited the funds to my account while the transaction was pending, the person with access then transferred the funds out of My USAA accounts to an XXXX bank based out of XXXX, West Virginia XXXX XXXX Account XXXX The Funds that were pending then turned out to be declined so USAA took those funds they credited back from my accounts even though the money was no longer there I am now XXXX dollars in debt. I have spoke to USAA multiple times and they are saying that I am liable for this.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
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: I had purchased a XXXX listing service that did not provide what was promised. I canceled it/ the service, the same day the charge went through. Very upset that USAA and XXXX are not reversing this charge. A contract works two ways and when the seller does not honor the promised product a consumer should not be forced to pay. Very disappointed in XXXX and USAA. We have removed all our accounts for bad customer service from USAA and this one will be next, once paid off. Please assist, USAA spent hours on the phone with me going over the details and I have sent a lot of information. There is no way this was investigated properly, if it was then someone needs to make it right. Thank you. Also, the disputed transaction is with XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 470XX
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-10
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: From XX/XX/XXXX through XX/XX/XXXX, I was a resident of XXXX XXXX XXXX Due to the pandemic. During this time in my absence somebody gained access to my personal information. Someone made Unauthorized transactions using my USAA XXXX XXXX credit card. I did not have access to my USAA account in XXXX XXXX it does not work so there was no way I could make the transactions. I contacted the bank to inform them of this situation. USAA bank customer service department told me that they would investigate and notify me once they had their outcome of the investigation. As of XXXX, the XXXX XXXX I have not received any e-mail or regular mail regarding this situation the account remains negative. I sent in all my supporting documents and the police report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2022-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A