Date Received: 2022-11-06
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was banking with usaa when my checking account was hacked. The hackers made bad check deposits and requested official checks with guaranteed funds from what I can gather. They also sent my wife a XXXX for {$1000.00}. I told usaa about this issues within 1 hour of the attack on my account. They launched investigation and within days decided to end our banking account with them. They've continually hung up on me when I try to get answers on why I can't change my payment amount on my usaa life insurance. All in all I've lost over {$2500.00} because of this
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60133
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a member of the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I am usually not afforded the ability to view a location prior to moving there, meet with landlords personally, or tour homes. Because of this, often times we have to view properties online through applications like XXXX. On XX/XX/22, I found a home on XXXX for rent. I completed the application for the property that was said to be for rent by the owner. I confirmed the name of the owner listed on the site, matched the owner in the XXXX XXXXXXXX parcel record. On XX/XX/22, I received an email and call from the owner letting me know that I had been selected for the property and if I wanted it, the next step would be to sign the lease and submit the deposit of {$1200.00} and the first months rent of {$1200.00}. The owner used XXXX, which I have used in the past and assumed it was a reliable service. On XX/XX/22, I sent the first transaction to the " landlord '' via XXXX attached to my USAA app. USAA adds a transaction limit of {$1000.00} per 24 hour period, so I would have to make these payment in XXXX transactions. On XX/XX/22 I sent the next {$1000.00} and on XX/XX/22, I sent the final transaction of {$400.00}. Totally in {$2400.00}. My landlord said he only got 1/3 payments even though I received receipts from USAA. When I called USAA, they confirmed the money had left my account. The landlord sent me a screenshot of his XXXX transactions from his XXXX XXXX XXXX account, showing only one transaction. After a week, I asked the landlord if we could have a conference call with him and his bank, XXXX XXXX XXXXXXXX, so that I could hear directly from them that they had not received funds. At that point, he stopped answering my emails, texts, and phone calls. When I attempted to call him XX/XX/22, his phone was disconnected. It's evident I have been scammed. That night, I called my XXXX to dispute the 3 charges. I received notification from them on XX/XX/22 that they were not returning the funds/the recipient 's bank would be responsible for this and were also not returning the funds. Essentially they were blaming me for the scam, which is extremely disheartening. I called XXXX and XXXX XXXX XXXX, they also were unwilling to do anything. Now I'm out {$2400.00} which is a significant amount of moving, especially before a move and the holidays. I'm extremely disappointed in USAA and really am considering taking my business elsewhere.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36330
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Other features, terms, or problems
Subissue: Problem with rewards from credit card
Consumer Complaint: On XX/XX/2022 I received a document saying my credit card was changing and that my 2.5 % cash back was changing to 1.5 % cash back, but that they'd put an additional 1 % cash back onto the card for all qualifying purchases through XX/XX/2022. It was eventually confirmed my card was only getting 1.5 % cash back, even though they could locate the XX/XX/XXXX document and the XX/XX/XXXX email confirming the 2.5 % cash back. USAA told me on XX/XX/2022 that as of XX/XX/2022 my card was switched and instead I was getting 1.5 % cash back the entire time. At this point I've been sent to six different people ( credit card dept, rewards dept, customer resolution dept ) and no one is able to fix this issue. I've been told my rate should be adjusted and backdated, but no one knows who does that which is why I'm here.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80020
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Beginning in XXXX, XXXX my Identity and personal information was stolen. Both of my banks, USAA and XXXX, were hacked Into and an account takeover began, with all of my funds in both accounts were stolen in access of over {$100000.00}. Also, an auto loan in the amount of {$65000.00} and a credit card with a {$100.00} balance was fraudulently opened in my name through the bank USAA. XXXX XXXX identified the account take over immediately and credited my account back {$70000.00}. After 3 years of trying to get my money back and my credit fixed with USAA, I have run out of options. USAA has locked my out of my account, refuses to show any evidence of the crime after numerous of FTC reports and requests asking for them to furnish all evidence. A police report was filed. USAA continues to hang up on my phone calls and refuses to address all of the criminal activity that has happened to my. They refuse to acknowledge my account take over with both checking and savings account well over {$50000.00}, and the fraudulent auto loan ( {$65000.00} ) and credit card ( {$100.00} ) remain on all 3 credit bureaus. After locking me out of my accounts USAA kept over 4 months of income direct deposits into my accounts until I could get the transfers completed to XXXX. USAA is a criminal organization and must be held accountable for allowing my life savings and credit ruined. I need help. Much more information credible information is available and proof I had nothing to do with this crime. Please help me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 463XX
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Other transaction problem
Subissue:
Consumer Complaint: I have a mortgage with XXXX XXXX whereby the subject property has been occupied by a Tenant since XXXX of 2021. As per the terms of the Lease agreement with the tenant ACH drafts are authorized to be made each month. Thus, Rent payments have been drafted from Tenants bank account at USAA and applied directly to mortgage payments at XXXX XXXX since the inception of the Lease. I recently received notice from XXXX XXXX of default whereby XXXX unilaterally returned 6 months of mortgage payments to Tenant 's bank at USAA. The Tenant has enjoyed the use of the property and this is a theft of service on behalf of the Tenant whereby a fraudulent request to return payments to their account was made without my knowledge and XXXX followed through with a refund of these payments without my knowledge or approval.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA froze all my accounts on XX/XX/22 without any notice to me. I called several times, but no one could ( or would ) tell me why or give me any information. The only thing they told me is that my account was under review, and the review could only take 3 business days. I was told that the review would terminate and I would have account access on Friday, XX/XX/XXXX. Friday came and went, and I still have no account access. I am unable to access my money or pay bills, many of which were due on the 1st of the month when they blocked my accounts. I called USAA again, and was told that yes, the accounts should have been released. The rep initiated a request to release my funds, but indicated that would take ANOTHER 3 business days! So now Im looking at more than a week without access to my own money. I am desperate need of answers and money, but unfortunately, I have neither.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60452
Submitted Via: Web
Date Sent: 2022-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have contacted USAA on several occasions to send me my money that is in an account of my mother with my name. She passed away on XX/XX/22. My mom 's name is XXXX XXXX XXXX, my name is XXXX XXXX XXXX. I have been told on several occasions that my check is in the mail. Today I called USAA 3 times, the first two times I was told to hang up and call again. I was told last week that the check will be mailed on XX/XX/22. Today XX/XX/22 I was told they have not mailed my check and will be checking into it. Please help me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AR
Zip: 72104
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-05
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On or about XX/XX/2022, I filed a valid dispute due to fraud activity on my banking account ending in XXXX XXXX XXXX XXXX XXXX USAA never contacted me for additional documents to support my claim. I have received multiple copies from USAA failing to credit my account after they overdrafted my account numerous times. I was not responsible for the transactions ; I was a victim of fraud and other family members. I filed a police report, and the detective XXXX investigated the allegations and found the person who stole used my information without my consent and permission. USA did not do their part and protect me, the consumer. I'm disappointed with how they treated fraud victims. I have the documents needed upon request. They even took my child support payments.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02130
Submitted Via: Web
Date Sent: 2022-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act USAA SAVINGS BANK and XXXX XXXX has violated my rights. 15 USC 1681 Section 602 states i have the right to privacy. 15 USC 1681 Section 604 A Section 2 : It also states a consumer reporting agency can not furnish a account without my written instructions. 15 USC 1666B : A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76543
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: I have been trying to resolve a dispute that has bee mishandled by USAA. During this process, I asked USAA to alternatively issue a miscellaneous credit to my account instead of continuing to mishandle the dispute. I was told it was " impossible '' for USAA to do that. The representative I spoke with, who claimed to go my the name of " XXXX '' reiterated that not a single employee at USAA has the ability to issue any sort of account credit or an adjustment to an account. I again asked if she stood my this claim to which she confirmed - It is an impossible act for any person at USAA to issue any sort of credit to my account. I do not believe this. I suspect I have been lied to. I asked for specific reasoning and was told " that is not how the system works. '' I do not accept this explanation. I feel misled and misinformed by the products offered by USAA and request a canonical explanation addressing the possibility in issuing an adjustment to account. Further, I feel retaliated against for making complaints to the CFPB, as the associate became observably frustrated with my continued attempts for clarification despite her continuing to either provide misleading out contradictory answers. An example of contraction came within her various statements such as " it would have to be a fee or a dispute for an adjustment '' which suggests the possibility to issue adjustments. Further, my account does contain an ongoing dispute, so issuing an adjustment with a dispute as a basis confirms the possibility of adjusting the account. I've been lied to and USAA is continuing to egregiously mishandle my credit card dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A