Date Received: 2022-10-15
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: I received a mailer from USAA that they were providing a complimentary dinner for cardholders in my city, and the mailer notes it is valid through XX/XX/XXXX. I tried to sign up on XX/XX/XXXX, and the link does not work and says the " reservation is closed ''. I talked to a rep and they couldn't give me any information on the program or what was going wrong. Lying and sending out marketing about a benefit that isn't real is unfair and deceptive
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 787XX
Submitted Via: Web
Date Sent: 2022-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We were scammed as we attempted to obtain a loan. We currently back with USAA. First contact was XX/XX/XXXX to our daughter ( who is not named account-holder but has an account under ours ) demanding repayment. My husband called the bank & told them what happened. He was told they would investigate the fraud, would take 3 business days, but we were probably fine. When I got paid on XX/XX/XXXX, I could not access the account. When my husband called, he was told the account was frozen because it was overdrawn by {$1000.00}. He exp that was not what he was initially told. They said that's all they knew. My husband called back later that day, that person asked many questions, told us the checks deposited were from CA child support agency ( we know no one in CA, have never lived in CA, don't receive child support from anywhere ) & person doing it was from Florida. He said the account had been improperly investigated & it would be 3 more days before it would be done, but he'd try to ask for it to be done faster, since our account had been frozen for 4 days. After hearing from no one, he called back Friday. We were told that because the money was moved from one account to another before it was withdrawn - accounts that we own- they were holding us responsible. They said had they money not been moved, we wouldn't have had to pay. There is more than {$1000.00} currently in the account, but that could not be used to pay it, it has to be an outside source. Until this is satisfied, the account will remain inaccessible. NSF fees will continue to accrue. We were never notified our account was frozen. We only found out because I couldn't access my deposit. We never received any written notice afterward. The only money in the account in from my Social Security Disability payments, so it is all government money they are refusing access to. We've been given conflicting reasons & explanations every time we've spoken with them. We haven't received anything in writing saying we are responsible for this money. They chose to cancel my husband 's debit card & reissue it, which he received on XX/XX/XXXX or XX/XX/XXXX. He was never told of this. His was the only card they canceled, not mine nor my daughter 's ( she largely doesn't use her account anymore ). That is the actions taken when one has been hacked or scammed ; we know, because we've been hacked/scammed somewhere between 10-15 times in the last 3-4 years, only 2 of which USAA actually caught, but after the fact. The only time USAA initiated contact was the initial collection attempt, when they called my daughter. We have driven the entire thing. To speak with someone on Friday, my husband was on the phone for an hour and a half before he reached anyone. When he tried to speak with them again, he was on hold for nearly an hour & was disconnected. When USAA told us we were responsible for this money, they said it was because the money was moved from one account to another, and that otherwise, we would not have been. That seems disingenuous. These accounts all belong to us, under our name as the named account-holders. We did not know the money was not going to our main account. When the scammers asked us if they could put it in a particular account, we, like many, did not know if the account number they gave was our main one or not ( we have 4-5, including our daugher 's, under our account. Money was subsequently placed in another account ( that turned out to be our daughter 's ) that we did not give permission for it to go into. We have since learned that this scam is a " money mule '' situation. We do not have good credit & we're desperate to obtain a loan because our refrigerator went out 2 months ago. We need to replace it & haven't been able to find a loan that wasn't usary. In hindsight, we should have realized this was too good to be true, but we are in sure a dire situation, we just didn't take the care we should've. It was sent under the letterhead of XXXX XXXX, so we felt it should be legitimate. In withdrawing the money to send scammers, we learned the accounts the money was in was not tied to our debit card. We had to put the money in our main account to be able to access to money to send back to the scammers. That single action is why USAA does not consider this a scamming situation, but one for which we are responsible. We've attempted to speak to a supervisor. We were told on Friday to expect a call in 2-3 business days. Meanwhile, today makes Day 8 of our account being frozen. I tried reaching out over social media, since that can elicit a quicker response. I was assured we get one. Because we'd had so much trouble, they told me they'd escalated ti to their highest level. 12 hours later, we hadn't heard from anyone. The people who handle this area work from XXXX, so anyone who works has a difficult time reaching them, especially given the hour and half wait times and disconnects we experienced. We were the unwitting victims of a scam. We would have never willingly participated in anything like this. Yet instead of being helped, we are being treated like criminals. We would have had no money at all if my husband had not already changed his money to go into another account we had, because we'd become tired of the hacking and customer service issues we'd had. This confirms that his decision was correct. Our daughter stopped using her account about a year ago after seeing all the problems we dealt with. She begged us to stop using USAA too. I wish we had listened, but we'd been with them for 15 years or more & kept hoping things would get better. And as were are in the midst of dealing with all of this, on XX/XX/XXXX, my daughter got a call from someone saying they were from USAA, aggressively demanding payment. She felt weird about the call, took down the number, and ended the call. She looked up the number and found it was *not* USAA. In telling us what they said, they knew details of the event that only USAA and we know, some of which we didn't know until we were told by USAA after the fact on XX/XX/XXXX. Concerned that this was an attempt to continue the fraud - because we couldn't figure out how anyone would know the details, as we had told no one, not even our daughter, because frankly, we're so embarrassed about what happened - we relayed this information to USAA. They initially blew us off. We pressed the issue, but still were met with disinterest and no concern. To us, it's yet another thing that proves we were not a party to this and shouldn't be treated as the criminal here. Our daughter has had to change all her info at her new bank as a result of this. We feel if USAA had taken any of this more seriously, it wouldn't have happened. We are now left with {$2300.00} of Social Security benefits we can't access. a daughter who had to change all her banking info, a bank who purports to be here for and to help military families who has left us out on our own, a {$1000.00} debt we can not pay, still no refrigerator, embarrassment this even happened, and anger & frustration that we've been punished for the simple act moving money from one account we own to another, a thing we and millions of other Americans do every single day. We ask you to please help us resolve this issue so that we can access our money and move on from the horrible experience. We have the email we were sent from the scammers but we unable to upload it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35803
Submitted Via: Web
Date Sent: 2022-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX : I sold my house and called USAA to make sure I would be able to cash a check via the mobile app. XX/XX/XXXX : I called USAA to have my mobile deposit limit increased for the day and deposited the check for {$74000.00} from the title company I sold my house through ( XXXX XXXX XXXX XXXX, XXXX ). At this time, {$25000.00} from the check was made available to me and the rest was on hold pending clearance. XX/XX/XXXX : The funds from the check cleared XXXX 's account at XXXX XXXX XXXX and the entire amount was transferred to USAA. XX/XX/XXXX : I received a notice stating " A deposit was made on XX/XX/XXXX to account ending in XXXX. A hold of {$49000.00} was placed on the deposit, but those funds are now available. '' XX/XX/XXXX or XX/XX/XXXX : I transferred {$65000.00} to my USAA savings account for safe keeping. XX/XX/XXXX : I was locked out of my account via the mobile app and website. I called USAA and spoke with XXXX. He told me the fraud department placed a 3 day hold on my account, but my cards would still work because the money was still in my account. XX/XX/XXXX : My cards were being declined when I tried to make purchases, so I called USAA again and spoke with XXXX. She told me the cards won't work because of the 3 day hold which she confirmed was placed by the fraud department and said it was because the funds were pending return per the request of XXXX XXXX XXXX. XX/XX/XXXX : I spoke with XXXX XXXX XXXX and XXXX XXXX XXXX XXXX, they told me the funds cleared their bank on XX/XX/XXXX and they have never requested the money back. I then called USAA to let them know the funds were all at USAA and the other establishment did NOT request the money back. XXXX at USAA then told me it was a 30 day hold placed by the fraud department, not 3. She then transferred me to XXXX and XXXX, both of whom told me they could not get the hold lifted. XX/XX/XXXX : I called the fraud department at USAA, they told me they never placed a flag or hold of any sort on my account and that I needed to speak again with the banking department. This time I spoke with " XXXX XXXX '' in the banking department who requested for the check cashing department to look into this in hopes of clearing it up and lifting the XXXX hold sooner. XXXX XXXX told me he would follow up with me once he heard back, he never called me. XX/XX/XXXX : I received a notice from USAA that my auto insurance is due soon. XX/XX/XXXX : I was locked out of my USAA app again with a notice saying to call them to get it unlocked. XXXX reiterated that it is a 30 day hold and said the bank can place any hold on any money at any time if they want to. XXXX also said there was a note that I was not informed of the situation XXXX XXXX said he would fill me in on. USAA is stating that they will release the hold on my account on XX/XX/XXXX, AFTER my rent, electric bill, cell phone bill, health insurance bill and USAA XXXX XXXX bills are all due. They have said that even after that they will make no promise to make my funds available to me because they might send it back to XXXX XXXX XXXX XXXX Bank XXXX This money is mine, USAA has it, the other bank has not requested it, the fraud department did not put a hold on it, and I still have received NO correspondence from them explaining any of this aside from ME calling THEM. A 41 day hold ( with the exception of XXXX ) with NO promise to allow me access after that is unacceptable! A 41 day hold with no clear reason why is also unacceptable!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2022-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I received a wire transfer from a family member of {$6000.00} for college and living expenses. After using my debit card twice, USAA blocked my card, and told me they would be closing my account down without any reason specific other than they have the right to. I never had any fraudulent activity with USAA or any financial institutions. I keep calling them everyday asking for a closing date but every agent gave me a different response each time I called. I still dont have access to my funds or the account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 31707
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed and they bank says I owe the $ XXXX when they allowed the funds to be transfered out of my account and those same funds were redacted by the scammers days later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 030XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: As XXXX XXXX for over 22 years to current, I have managed to maintain good to excellent credit as my XXXX XXXX requires it. In XXXX my personal information was exposed in the XXXX breach, following that, within XXXX I have had 4 credit cards maxed out with charges I did not make, all charges were said to have been made online to a gaming company. I disputed the charges explaining, ( logic ) who in there right mind would spend over {$40.00} in 6 months playing online games, further more I was on XXXX XXXX XXXX in an austere location disconnected from the XXXX XXXX XXXX. None the less the card companies said they investigated and the charges are valid. I refused to pay for charges i did not make and as a result the cards were charged off and sent to collection. These charge off are adversly affecting my credit report and i would like some assistance correcting what is clearly not my doing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-13
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: In XX/XX/2022 : USAA Federal Savings Bank lost my new check order in the mail even though they state checks are sent via XXXX with tracking. Turns out XXXX simply sends them to the XXXXXXXX XXXX where they are no longer tracked. Because my checks were lost in the mail and no tracking, I had to cancel my checking account immediately when I found out and set a new checking account. In this process it cost me 100s of dollars in canceled check fines and the bank also canceled my on line credit card payment without notifying me, then turned around and charged me {$270.00} for not paying my credit card bill. Since they caused the problem in the first place and canceled my credit card payment without notice, I want USAA to pay back the {$270.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 550XX
Submitted Via: Web
Date Sent: 2022-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: On XX/XX/XXXX, my insurance with USAA was cancelled due to non-payment. This is a request of validation of debt and authenticated statement of account associated with USAA member no. XXXX. I have tried to resolve this issue multiple times with the Financial Institution. There is a claim of debt being owe to USAA when that is inaccurate reporting. As a Financial Institution, USAA is obligated to the Truth in Lending. Full disclosure was not given to the consumer that the original application of credit was payment for an open-end account. Every application is a letter of credit, as defined in UCC 5-104. A letter of credit is authenticated by signature. There is no payment required. I became a member with USAA in XXXX and I have made payments in good faith to ensure that the insurance policy would stay active. USAA never disclosed that it was a financial institution. USAA never disclosed the Truth in Lending Act. USAA has taken payments from the consumer and pursuant to 15 U.S.C. 1692 ( h ) I demand that all payments made to USAA be returned to the consumer IMMEDIATELY. USAA has used my social security number which is a credit card pursuant to 15 U.S.C. 1602 ( L ), and I have not received any benefits from the use of my credit card. USAA is acting as an unauthorized user ( 15 U.S.C. 1602 ( p ) ) of my account by utilizing my credit card and that is a criminal liability pursuant 15 U.S.C. 1611 for willful and knowingly committing fraud. This correspondence, administrative process, serves as Notice of Service to, USAA, and Notice of Intent to resolve this matter in a court of competent jurisdiction pursuant to 15 U.S. Code 1692 ( k ) if actions acceptable to the consumer, pursuant to law, do not occur within the allotted time. I, XXXX, XXXX, is a natural person, consumer pursuant to 15 U.S. Code 1692 ( a ) ( 3 ), and creditor pursuant to 15 U.S. Code 1692 ( a ) ( 4 ). I extended my credit to USAA, please show me a corrected copy of the 1099 that is to be filed by the Financial Institution quarterly. The statement of account should be an authenticated record from an accountant and not a billing statement. Being that credit is the only true monetary source of any transaction, there should be no billing statement whatsoever. Remittances are not being accepted by USAA. The APR is to be applied to the unpaid balance. USAA refuses to do so. I demand that my policy be reinstated, and I demand that payments made in good faith be returned IMMEDIATELY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-12
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2022, I contacted my bank, USAA after receiving an e-mail and text message from them about possible fraud on my checking account. Upon contact, they told me that a new debit card was requested using my cell phone the prior evening. I told them I did not make such a request and my phone was never out of my possession. I understood there would be a three-day waiting period while USAA conducted an investigation. It's now over a week. I've called 3-4 more times between then and now and can not get the account unlocked to make payments I need to make, including mortgage, auto insurance, auto loan, and credit card. This is my money! These are all regular monthly payments that do not change, these do not even hint of fraud. People at USAA are polite, but are part of a bigger bureaucracy that makes no attempt to solve this problem with me and only tells me that they're filing requests to end this. At least give me a date when this will be over, but they don't even do that. USAA won't pay for my late fees, much less any of my bills. I'm one customer and I realise they can easily afford to lose me, but I truly thought this is a much better company than I've experienced.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92394
Submitted Via: Web
Date Sent: 2022-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My bank account was locked. The bank is telling me it has to do with the " Patriot Act '' ( a quick XXXX search say this has to do with terrorism ). They required me to send in a picture of my photo id, which doesn't even seem safe since so many people make fake IDs anyways. They say my account will be locked for 3 business days and I will have NO access to my money. I can not buy diapers for my child, milk for my child, gas to get to work. The money that I worked for. They will not give me any other explanation as to why. I was never notified or asked for a copy of my ID prior to them locking my account. To the already struggling American population this puts such a burden on my family as my card was declined at the grocery store trying to buy necessities for my family. No one can/will give me a better answer other than " oh well ''. This seems 100 % unacceptable. A notification should have been sent via e-mail/text ( they say it was mailed but that would take 7-10 days to even reach me! ). I can not believe this is how Veterans are being treated by an organization that prides themselves on supporting Military, Veterans and Family. There has to have been a better way to handle this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21043
Submitted Via: Web
Date Sent: 2022-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A