Date Received: 2022-10-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In early XXXX, I was notified by XXXX that my email and password were compromised on the dark web. I started to receive alerts from other companies that my identity had been stolen. I checked my primary checking account and noticed there were 11 XXXX Debits to unknown persons, as well as a deposited ( eventually returned ) forged check in the amount of {$2000.00}. The XXXX debits totaled {$11000.00} but only {$9000.00} were credited back to me. There remains an additional {$2000.00} that has not been credited back to me that was Fraudulent due to the data breach.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2022-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA has been reporting a fraudulent account on my credit profile for 7 years as a charge off. Theyve been supplied with a police report, as well as an identity theft report and the information has not been removed. They are also in violation of the reporting term. For any closed delinquent account of 7 years it should automatically be removed from your credit report, and is still reporting on mine. This account is also a charge which means they received a tax credit from the IRS on the account with form 1099 C and the account balance should be XXXX. They are no longer legally able to collect on this account. XXXX XXXX is reporting a charge off with a balance of {$7000.00}. This is incorrect the balance is XXXX as the account has been accommodated for by the IRS via a 1099 form. This account has also been paid in full since XX/XX/2022 and was overpaid so a check was sent out for {$30.00}. Theres been no late payments on this account and the balance is XXXX. XXXX XXXX payment history is incorrect and no later payments have been made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33647
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-09
Issue: Took or threatened to take negative or legal action
Subissue: Seized or attempted to seize your property
Consumer Complaint: this account has been billed two times in one month on two accounts this month why i printed the statement to show that they also gave me a credit from my account using my funds to do so and charged me over ate fee when they used my funds for credit from my account i printed this statement as well
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2022-10-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: XXXX XXXX XXXX is claiming that I owe {$710.00} in debt " via XXXX '' but will not resolve the problem without a police report, who have told me a report likely wouldn't accomplish anything. The debt is the result of my identity being compromised in XXXX 2020 where several fraudulent transactions occurred through my USAA banking accounts and I lost my phone number on XXXX, stolen by the same perpetrator.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27603
Submitted Via: Web
Date Sent: 2022-12-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I've had an XXXX XXXX credit card with USAA for more than five years. A couple months ago, I received an email notification alerting me that the account would be closed for inactivity if I did not make a purchase on the account. I ordered a new physical card, that was delivered, and on XXXX XX/XX/2022 made a purchase. On the statement due date, XXXX XX/XX/2022, I paid the statement balance of {$26.00}. On XXXX XX/XX/2022, I received an email from USAA notifying me that the credit card had been closed dude to inactivity for the last three years. Online, the available credit was reduced to XXXX. I attempted to call, and there was no ability to speak to anyone in the credit card department regarding this error in their system. I could only be routed to their checking department, as that was the only remaining account that I had open with them. This action taken by USAA will detrimentally impact my credit score, as it will reduce my available credit. This adverse action was taken despite my acknowledgement of their notice, and having taken affirmative action to prevent this outcome. When I called USAA to rectify the problem, I spent almost 40 minutes on hold. When I called back, I attempted to completely end my business relationship with the company. I asked to not only close any open accounts, but to sever all ties with the company completely due to their inability to provide anything approaching competent banking or customer service. I was advised by the representative with whom I spoke that the best she could do is close my account and add a note to my membership. This is unacceptable. Obviously the best course of action would be for them to reinstate the credit line that was closed due to their administrative error. If this is not feasible, I wish to have every relationship with the company terminated. Their inability to provide a path to either resolution I would consider satisfactory has caused me to open this complaint with the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70122
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-08
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/2022, I filed a dispute for a debit card charge on my USAA Checking Account for a partial amount due to an incorrect amount charged by the merchant 'XXXX XXXX XXXX XXXX on XX/XX/2022. XXXX merchant was contacted multiple times to correct the issue, all to no avail. The merchant 's lack of communication necessitated the dispute. As per USAA 's representatives, the bank allows a time-frame of 180 days after a charge occurs to file a dispute. I filed the dispute at 166 days, which was within the time-frame. Nonetheless, USAA rejected the dispute due to " untimely filing ''. USAA also noted that they " could not find an error with the charge ''. However, the bank failed to contact me to request documentation regarding the error. I wrote a letter to USAA Federal Savings Bank on XX/XX/2022 to refute this rejection of my dispute. The letter outlined the inaccuracies in the rejection notice. It also supplied the documentation that they failed to request from me. Unfortunately, USAA did not respond to my letter. I re-sent the letter multiple times by fax, most recently on XX/XX/2022, but they have still been unresponsive. It should not take two months to respond to a letter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 793XX
Submitted Via: Web
Date Sent: 2022-10-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a USAA member. On XX/XX/22 I received a call from USAA ( or who I thought was USAA ) advising of fraud on my account. I was texted information to confirm with whom I was speaking to. The text said USAA and the process was identical to the actual fraud steps. When I had not received a new debit card as I was told, I called USAA XXXX and spoke with XXXX in the banking department. He confirmed USAA was sending me messages about address changes, log in 's being changed, security 2 step verification XXXX amongst other things. However, he could not assist me but advised he was sending a new card to my address. He then transferred me to XXXX in customer relations. She advised USAA had not contacted me since XXXXUSAA then restricted my account because of the fraud issue and would not give me any information. An Identity Theft report was sent to Fraud and I was advised to send my Drivers License to USAA.Com/verify.com so I could be authenticated if I needed access to my account. I was given a temp passcode and login information. XXXX advised once I sent in my license the team could authenticate me. That department was supposed to call me back in 24hrs. XXXX advised Fraud would contact me in 3-5 days. Who wants to wait while their account is compromised? These timeframes are horrible! In the meantime I continue to receive emails of changes occurring on my account including while speaking to XXXX also. Today since I had not heard from the Fraud department or verification I called back and was advised they could not help me because information they had is not the information I was giving. They could not authenticate me so I was encouraged to call back or send my license to verification. Due to the restriction on the account I had to speak to someone in fraud. I spoke with XXXX XXXX Finally someone heard the fact I could not authenticate MY information because it had been changed. No one else was listening when I explained ALL my information had been changed to the criminals information.There was no compassion to this ordeal. I have been a member with. USAA 16 years and I am highly disappointed with there service. I thank goodness for XXXX because she was compassionate, helpful, expressed empathy and sympathy. After finishing with XXXX she transferred me to XXXX in Online support to undue information entered by the criminals. With her help also, I was finally able to gain full access back into my account however, I still do not have a new bank card and it is not expected until Tuesday on expedited shipment. This process has been long and stressful and USAA was so aloof throughout and not willing to truly listen to the fact I could not be authenticated because all my information had been changed. This has been emotional and I am receiving text from my bills because my card was blocked. It did not seem like USAA was concerned at all.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80921
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2022. I have reached out to USAA to see if my amount on the credit card that was opened up with out my consent has been resolved. They told me that it has not and that the only way it would be resolved is if there is a police report on the fraud. However, USAA states that they have a XXXX liability for service remember experiencing fraudulent transactions. The entire card and what is owed is not m doing. Someone stole my identity and I am not responsible for paying back the amount owed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92058
Submitted Via: Web
Date Sent: 2022-10-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA Credit Card. Two unauthorized charges made on XXXX XXXX for {$230.00} and {$500.00}. I notified USAA when my statement came to file Dispute Claim. Card was closed, charges were removed. On XX/XX/2022 the charges were added back to my bill and I filed another Dispute Claim. I have made many many calls to USAA Fraud Department and they refuse to remove the charges. They promise to call back and do not call back. I sent them a registered letter on XX/XX/2022 requesting the charges be removed and a new corrected statement be sent, but have had no formal response from them. The 30 days are now up. I have not paid for these charges because they are not mine. Clearly printed on the back of their statement is the USAA XXXX Liability Policy stating that I am not liable for Unauthorized Use of my card. They are not honoring this and I have followed their protocol. Please contact them to resolve this.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OR
Zip: 97008
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was a victim of fraud and my bank, USAA, decided to change my checking account to credit only before they close it permanently by end of XXXX. I had tried to redirect my VA compensation check to a different bank, since my current account is in the negative due to fraud. My check was accidentally deposited in the wrong account and now USAA is refusing to give it to me because the amount went toward the negative balance. I'm a single mom of two kids on a low income and my rent is now overdue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98503
Submitted Via: Web
Date Sent: 2022-10-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A