Date Received: 2022-09-23
Issue: Fraud or scam
Subissue:
Consumer Complaint: 1. On Monday, XX/XX/XXXX I received two emails that appeared to be coming from XXXX. Email content stated I owed {$500.00} for gift card purchased on my account and had a XXXX ( XXXX ) XXXX number that I needed to call. In order to settle my account I called the number in an effort to settle my account. 2. Person at other end of line by the name of XXXX sent me a computer link to load onto my computer which I did. He directed for me to install the software so we could resolve the payment. I followed his instructions which gave him access to my computer. After a few minutes he called me from telephone no. of XXXX ( XXXX, NY # ) It was a major mistake on my part and should have hung up, but didn't. 3. He said that my XXXX account was linked to 3 credit cards. He read two XXXX cards that I had used in my XXXX account that were expired and a third one that was in fact linked. All seemed to be accurate information. 4. Then, he said that in order to resolve the problem he was going to transfer {$200.00} to my USAA account. He showed me on line a screen where he wanted for me to fill out the amount of {$200.00}. When I did somehow he populated the amount with two additional XXXX which appeared the transfer to be made was for {$20000.00}. I warned him of the mistake to which he said it was all his mistake and for me not to do anything because he would lose his job. 5. He then asked me to transfer {$19000.00} ( {$20000.00} he supposedly transferred less {$500.00} - {$50.00} for wire transfer fees. 6. He provided a XXXX XXXX XXXXXXXX wire transfer information with the account holder 's name ( XXXX XXXX ). I called USSA and directed agent to do wire transfer. 7. I got irate because I am out of {$19000.00} and have been unable to recover my money. He has his supposed boss call me. Didn't catch his name, which was bogus anyway and had numerous calls from him from tel. no. XXXX ( XXXX XXXX, NY ) number. XXXX. I finally gave up and reported the SCAM to XXXX and to USAA. My bank ( USAA ) assured me they would try to recover my money but I have not heard from them. Reported scam to them on Friday XX/XX/XXXX. XXXX I have detailed notes of emails, text messages, and phone calls to prove the SCAM.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27215
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
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: On XX/XX/2022 I tried to use my USAA credit card to pay for a hotel room. It was declined so I used my XXXX debit card. It was approved. Shortly after that transaction, the same day, the amount of {$200.00} was approved and charged to the USAA credit card. At that point I paid for the room twice. I contacted USAA regarding the matter and a temporary credit of {$200.00} posted to my account while a disputed was issued and investigated. That was also on XX/XX/XXXX. On XX/XX/XXXX, I received notice from USAA stating not enough information to resolve the issue had been summitted and a charge back of {$200.00} posted. I had spoken to a USAA representative on XX/XX/XXXX and answered all their questions asked regarding the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32835
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-23
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received an alert that someone tried using my personal information to obtain extended credit ( credit card ) from a personal USAA checking/saving account unable to pass the security questions. USAA pulled my XXXX consumer file without consent and proper authorization. My XXXX report was already had a freeze and all reports had a fraud alert at time this cyber-crime was committed on XX/XX/2022. USAA was contacted to further investigate. When I disputed the inquiry on my credit file, USAA claim the account was valid and refused. I received a letter dated XX/XX/2022, the person that drafted and sent the letter is unknown to USAA customer service and fraud dept. The fraud dept rep became hostile and unprofessional claiming she is not permitted to provide me with documentation used to open the account. USAA did confirm today XXXX that I am not eligible to open an account unless one of my parents was a member. USAA claim they are unable to provide me with any further information for investigation they will take care of the problem. I received no confirmation of the person and/or persons involved with opening an account in my name at a bank that serves the military. There must be an associated member attached to the fraudulent account USAA opened without my consent or proper identification.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am formally challenging the decision of USAA to find me liable for the fraudulent wire transfer that happened on XXXX XX/XX/XXXX. It is my contention that I, a XXXX USAA member XXXX was not at fault because the number used to conduct the fraud was USAAs number- as shown in the submitted evidence. Further, USAA allowed a fraudulent wire transfer of {$7800.00} from an individual who only had my Personal Identification Number ( PIN ) and no other identifying information for verification. I am to be covered under USAAs Zero Liability Policy as this was the first instance of fraud on my accounts. I formally request that USAA reopen the wire fraud case. On XXXX XX/XX/XXXX, I was contacted by someone calling from the USAA phone number ( ( XXXX ) XXXX ; as well, my caller ID showed USAA from my contacts which I verified ) at XXXX hours. Upon answering, I was told that there were two potential fraudulent attempts to withdraw money from my bank account. Seconds after answering the phone call, I received a text from USAA ( that I now know was from the fraudster ) that asked if I had approved a XXXX transfer of {$2000.00} to which I replied No. Having absolutely no reason to believe this was not USAA ( since the call was from the USAA number ), when asked to verify my identity, I gave the individual on the phone my USAA PIN and no other identifying information. USAA representatives regularly ask for my PIN, so I felt comfortable giving the caller my PIN. No other information was given on the phone call. Upon checking my accounts shortly after the call, I noticed that a wire transfer in the amount of {$7800.00} had been sent from my savings account. I immediately called USAA from the number in my call history that I had received earlier from whom I thought was USAA, and after multiple layers of authentication, spoke with a USAA representative who told me the wire department was closed. Since the needed department was closed, the representative submitted a wire fraud notification to the wire department. The next morning at XXXX ( approximately 17 hours after the fraudulent activity ), I called the wire transfer department as soon as they opened, and they initiated a recall. Since XXXX XX/XX/XXXX, I have spoken with numerous ( no less than 15 USAA representatives ) and have been continuously transferred to different departments, disconnected, hanged-up on, and condescended to. My accounts were locked four ( 4 ) different times since the wire fraud took place. Once was at XXXX hours at night and when I called to find out what was happening, the security/fraud department was closed. The last time they were frozen was because I had been given a temporary password and PIN earlier that morning ( when unlocking my accounts for the third time ) and when I changed them both on the USAA website at the same time as I was prompted to do, it triggered a lockdown of my accounts. During these four instances, I had no access to my accounts or the funds in them- sometimes for several hours or overnight. To make matters worse, I spoke with a customer service representative, XXXX XXXX XXXX XXXX XXXX, who told me that no one had escalated my fraud case to the correct section/department. He said he had done so and that I should have been refunded the stolen funds well before then. On XXXX XX/XX/XXXX, I was finally told that USAA would not reimburse me the funds and that it had been found that I was liable for the wire fraud, but I was not told the reasoning behind the decision. Upon calling back later that night, I spoke with XXXX XXXX XXXX XXXX in security who stated it was unusual for a claim like mine to not be reimbursed. She then stated that there were many suspicious charges on XXXX XX/XX/XXXX, ( I told her I had cleared all the charges over the phone with USAA on that day ) and then she disconnected the call ( it went to a survey at the end of the call, not a dial tone ). I have been with USAA for 23 years. I have been a loyal customer, having numerous loans and accounts with them over those years. As well, USAA has a Zero ( 0 ) Liability Policy, but somehow found me liable for this fraud. This was the first encounter of fraud that I have had. Furthermore, USAAs phone number was spoofed. I had no idea that I was not talking to an actual USAA representative. Later I was told that USAA representatives will never call and ask for your PIN. How am I supposed to know when and when not to give my PIN to a representative? Also, upon asking several times for the number to USAAs security or fraud department, I was told they dont have a direct line or extension by numerous USAA employees. Also, how, when armed with only my PIN ( that I admittedly had given the fraudster ) and nothing else, were they able to send a wire transfer of {$7900.00}? Is it USAAs policy to not have multiple forms of verification before wiring an amount of money that large? Should I have not been notified via text for external approval before the funds were sent? I must go through multiple layers of authentication before even talking to a customer service representative to obtain any account information over the phone, yet the someone armed only with my PIN was able to wire transfer {$7800.00}. I have been very vocal over the last few weeks about how unhappy I was with USAA and how they have handled this wire fraud case, and how I was going to be changing banking institutions. I also filled out a survey negatively when asked about how I felt USAA had handled my wire fraud case. To further prove this point, my social security number doesnt even work for telephonic authentication anymore- it states it is not found. It is my opinion that USAA locked my accounts four ( 4 ) times, denied me access to my funds located in their accounts by doing so, and found me liable for the fraud because, 1 ) My voicing my opinions both verbally and on a survey about their poor service and 2 ) Because USAA and its representative made several mistakes in allowing this wire fraud and in the days following. I have done my due diligence during this process. I have trusted USAA for many years- until I heard this case was denied. USAA has a duty to protect their USAA Member Accounts, and they failed to do so. They also failed by making this dispute a despicable, time-consuming, and grueling process. If this is not rectified, I will include my attorney in the rest of this process to assist in coming to a fair, honest result.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IA
Zip: 528XX
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, I was traveling outside of the country in the XXXX and I believe my debit card info was stolen. I am not sure how, but it was taken likely from using the physical card and/or an RFID reader that was being used fraudulently at a gas station or a kebab stand that I know I visited that day. I submitted a fraud claim to USAA, albeit somewhat later, as I was unable to make the call while abroad and it was denied. The amount in question was for {$380.00} USD. I believe not enough attention was given to the issue. What is also worth mentioning is that I had a similar charge from the same fraudulent merchant on a different card which was decided in my favor. XXXX XXXX fraud department did a thorough investigation and found I was not at fault. I am not sure why USAA found I was at fault. XXXX XXXX Fraud Department handled the investigation and I am much more inclined to believe the methods used by them which ruled in my favor as opposed to a small, regional bank that has no exposure to markets outside the US. Ideally, I have the entire amount removed from my account. However, I am willing to work with USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77429
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, I filed an unauthorized dispute for the merchant XXXX XXXX. USAA issued a credit to my account THEN allowed the merchant to debit my other account with USAA without my authorization. I believe the XXXX Unit of USAA offset my other account as I never provided the merchant with the account numbers associated with my main account. I know in the past USAA has been fined by the CFPB and OCC due to their failure to protect consumers in the past. When I contacted USAA, they provided me the disclosure for debt collection as these transactions overdrew my account. USAA has failed to protect consumers in the past and failed to protect this consumer in the present. After being advised that this account could go into collections or other derogatory actions, I requested USAA to transfer the funds from my checking to my savings to bring the balance to XXXX and have the account closed. I had no other option, they failed to protect me as a consumer. I had over XXXX on the date of my call ; why would I want to pay OD fees for transactions of {$24.00} and {$26.00}? I think there was a mistake by USAA regarding my XXXX XXXX, but I will file a separate complaint regarding XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78249
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-22
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX data breech frad victim and agencies and companies illegally reporting negative information Negative information from fraud needs to be removed : Never late, fraud XXXX XXXX XXXX XXXX Account XXXX : XXXX XXXX XXXX Condition : Paid ID fraud USAA SAVINGS BANK XXXX XXXX XXXX Account XXXX : XXXX XXXX Condition : Derogatory Derogatory Balance : {$3700.00} {$3700.00} Type : Credit Card Pay Status : Collection/Chargeoff Collection/Chargeoff unkown USAA SB XXXX XXXX XXXX Account # : XXXX Condition : Derogatory Balance : {$2100.00} Type : XXXX XXXX XXXX XXXX XXXX Original Creditor : XXXX XXXX XXXX XXXX XXXX Account # : XXXX High Balance : XXXX Date Opened : XX/XX/XXXX Date Reported : XX/XX/XXXX Balance : XXXX Condition : XX/XX/XXXX Responsibility : Individual
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 186XX
Submitted Via: Web
Date Sent: 2022-09-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Had fraud on my account, received notice that they issued permanent credits, then they debited the same credits from my account without any notice and zero explanation. I have talked to 8 people who do not understand why either. Amounts include {$4200.00}, {$900.00}, and {$81.00} all credited on XX/XX/22 I have called them today, XX/XX/22, to gather reasons why as the funds were debited, 8 reps could not tell me why, they had zero answers other than we will need to investigate why as all we see is permanent credits issued on XX/XX/22 with the documentation sent to you that it was credited to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85209
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-21
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: I received an alert through my XXXX card on XX/XX/22 alerting me that a new account had been opened in my name. I reviewed the new account alert which showed a USAA account opened on XX/XX/22 in the amount {$24.00}, XXXX. I did not open this account. I called XXXX 's fraud department to report that I did not open the account. XXXX transferred me to XXXX where I continued to report the fraud. I then called USAA to report the fraud as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42071
Submitted Via: Web
Date Sent: 2022-09-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX we submitted a dispute to USAA for a charge that was made on XX/XX/XXXX in the amount of {$1300.00} to XXXX XXXX XXXX XXXX for services and the creation of an E-commerce website. On XX/XX/XXXX we were sent a letter by USAA requesting additional information to better investigate the dispute. We sent the email correspondence between XXXX XXXX XXXX XXXX and us. We also sent dates and screenshots of the proposed E-commerce website that was not finished and the evidence of missing information, lack of prices for dresses and lack of contact information on the website. USAA presented us with a temporary credit for the amount we had paid to XXXX XXXX XXXX XXXX while the investigation was pending. On XX/XX/XXXX we were sent a notice stating that after thorough investigation of the documents sent to them by us and XXXX XXXX XXXX XXXX, they saw no errors and were going to reverse the temporary credit of {$1300.00} putting my family in a deficit for paying our mortgage and living expenses. We were livid to see that while the dispute was being investigated, XXXX XXXX XXXX XXXX had added material to the E-commerce site to make it look like the website was completed and fully functional. The reality is that when we went on the E-commerce site thinking that it ad indeed been fixed, we could not purchase dresses the contact information was still wrong and when we investigated the drop down links on the home page the text was in " gibberish '' text. There were no links to process orders, there were no shipping information options, and there was no method of verification that an order was even placed. The dresses displayed had no prices or information if they were even in stock and when we tried adding a dress to the cart it indicated the total for the dress was {$0.00}. The website and services we paid XXXX XXXX XXXX XXXX were not completed and we do not see how the USAA dispute department could have stated that there were no errors on the E-commerce website. We believe the dispute department did not fully access the E-commerce site and thoroughly investigate the functionality of the website.
Company Response:
State: WA
Zip: 99337
Submitted Via: Web
Date Sent: 2022-09-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A