Date Received: 2022-09-17
Issue: Written notification about debt
Subissue: Didn't receive notice of right to dispute
Consumer Complaint: USAA is a great company to do business with but due to their affiliation with the military would engage in tactics that I felt were unbefitting of a corporation operating on US domestic soil. In one case where my water pump on my XXXX XXXX went out I had to contact USAA who provided emergency roadside assistance for the car I financed thru them. What occurred was a subtle game of cat and mouse where USAA dispatched out a tow truck operator who was under the influence of XXXX to my car. He was so high he started to tweek my car thinking he could repair it and actually caused damage to a hose on my car. I was so naive to this that I allowed him to tow my car only to then get held XXXX by him and taken to his next job. What I didn't know was his boss was a young man who was the first generation born here in the United States while his parents were from XXXX. The young man was learning how to manage an employee that had a drug problem like me but unlike me didn't have a sense of danger or fear about hurting others and was happy to go all out and try and take a risk. I had to call another tow truck out and swap trucks in order to get the heck out of dodge. It is one of those examples of what it takes to serve and be a member with USAA. In regards to my XXXX that I surrendered to them they sent some XXXX out to my house at XXXX XXXX to collect the car in the dead of the night. Not only did they not know how to tow the car ( they didn't bring a flatbed truck ) they more than likely caused damage to the car. Since the car was to be sold at auction this was a great way to get away with causing damages to a car that was actually in really good condition., Selling this at auction meant they could off-load the car fast and then place me on the line for the remainder part of the debt which was never posted to my XXXX. I had no opportunity to dispute this debt, the amount owed, or find out my rights for the debt. I had just contracted XXXX and was dealing with a XXXX XXXX condition as well as trying to manage a XXXX XXXX XXXX to no avail. This caused me to leave my job and the stability that came with it causing me not to be able to find gainful employment after leaving XXXX as the only work I could find was that of part time work. It appeared that all my web traffic and search hits for jobs was that of part time work in order to keep me in the lifestyle that they felt I deserved to be in as I had applied to SSI as a result of leaving my job, needing to get medical insurance in order to cover my meds, and trying to figure out how to deal with public versus private insurance. My ignorance in navigating the system was compounded by the lack of social workers in the XXXX community as they did not have people available to assist with this transition and I had to privately fund this with my XXXX and as a result lost my entire life savings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was locked out of my USaa account and I called to unlock it. I was told it was unlocked and I would have to pay a free for an altered check. I had not done any check deposits, etc. several checks were deposited and most of them were the same. Funds were also deposited and not alerted as fraud. Now my account is locked down and I have no money for my husbands XXXX treatments. I was not given any provisional credit.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AL
Zip: 36869
Submitted Via: Web
Date Sent: 2022-10-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX and XX/XX/XXXX two checks for {$5000.00} were deposited into my checking account via mobile deposit that were not known about. The money was then transferred from my account and sent through XXXX. The two checks were deposited from NY and KY, when I live in SC. I was unaware of the deposited checks until trying to sign into bank account and it was locked. USAA then told me that I had shared my login information with someone and that was against their policy. I had an issue with my XXXX being hacked around XXXX and because USAA claimed it was non-fraudulent I was forced to pay almost {$8000.00} that was taken. I explained back then that I did not authorize any of the transactions and did not know the people that the money was sent to. My phone has been hacked because my XXXX, XXXX, XXXX, XXXX and now USAA accounts have been hacked. The checks deposited in XXXX were not flagged and therefore the money was able to be moved before the checks bounced in the following days. USAA did not start a fraud claim until XX/XX/XXXX. When I called and asked to see the checks and be sent an affidavit, I was ignored. If the checks did not have a signature on the back they should have been flagged and the account locked. I have called three times in the past week, each time asking to see the checks and be sent an affidavit and have been ignored. My mother is a co-owner on my account as it has been open since I was a minor. She has also been calling this week. I called again on XX/XX/XXXX and was told that the fraud department have ruled the transactions non-fraudulent because they were traced to my IP and phone number, even though I had explained my phone had been hacked, I hadn't shared my information, am not in the states the checks were deposited in and do not know anything about the checks. USAA is not advocating and instead is blaming me for these transactions. Again, no one in the company is listening to me when I ask for information on the deposited checks or about signing an affidavit. When the transactions occurred with XXXX, I was again not offered an affidavit. I have tried to remain respectful, but no one is taking my seriously. The bank that the checks came from have not been reached out to and the dispute I filed with XXXX came back as " verified ''. I do not know who deposited the checks or who the money went to, but USAA and XXXX do know. I have been with USAA for about 10 years and have never been treated so poorly. These fraudulent charges equal around {$18000.00}. I have never had that in my account and do not understand why with such a large quantity of money USAA is not trying to help me. A claim was filed with the Federal Trade Commission this week. A dispute with XXXX was filed on XXXX and the dispute with USAA filed on XX/XX/XXXX. A police report is being filed today, XX/XX/XXXX. USAA has been my only banking account up until XXXX when I opened a second account with a different bank and have been able to have access to some money. After the XXXX issues, I was sent a new debit card, but I was not told to change my passwords or pins for login. I have been looked over as a consumer with this company and will not be returning for business after they take the wash and bring my account to the positive.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: respectfully, that you are incorrectly reporting some information on my credit report. I'm pretty angry right now to be honest, but I know that mistakes happen. I trust you'll fix the situation. Here 's the wrong info : Account Name : USAA SVG BK Account Number : XXXX Reason : Incorrect late payment Account Name : USAA SVG BK Account Number : XXXX Reason : Incorrect late payment I keep immaculate records of payment history a crossed all my bills and accounts, and there should be no late payments showing here. Inaccurate late payments like this are preventing me from obtaining credit that I'm trying to apply for because it's lowering my credit score big time. I've already been in talks with some experts who have informed me that there are laws to ensure that inaccurate credit information can't be reported. I take this very seriously and I would appreciate it if you remove the late payment marks off this
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19114
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: XX/XX/XXXX - Spoke with XXXX, the office of the CEO at USAA Federal Savings Bank. Car was involved in an XXXX XXXX on XX/XX/XXXX. XXXX deemed the car as a total loss on XX/XX/XXXX. XXXX tried repeatedly to contact USAA Federal Savings Bank the week of XX/XX/XXXX and XX/XX/XXXX but USAA Federal Savings Bank refused to provide any information to XXXX for payoff due to their procedures. On XX/XX/XXXX I called USAA Federal Savings Bank with XXXX representative on the line to obtain payoff information. XXXX released payoff with account number and VIN number as instructed on XX/XX/XXXX. As of XX/XX/XXXX payment USAA Federal Savings Bank has not received payment and are threatening to report my account to the credit bureau even though USAA delayed the check being sent by refusing to provide the information to XXXX and they have spoken to XXXX who also faxed a copy of the check, confirmed the information was correct and sent to the proper address, and there was a holiday. USAA Federal Savings Bank refuses to place my account on hold until the payoff is received and is continuing to apply late charges and fees to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30324
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My checking account was illegally accessed on XX/XX/2022 and a wire transfer of {$9100.00} plus a wire transfer fee of {$20.00} was taken without my permission. I spoke with USAA that day and was assured that the money would be returned to my account mostly likely by the end of the day of on the XXXX at the latest. It was not done, I called USAA on XX/XX/XXXX, was again assured that the money would be returned to my account by the end of THAT day. On XX/XX/XXXX I called and was informed that they had called XXXX XXXX XXXX ( the receiving bank of this transfer ) and requested the money back and was told no, so I will not be getting my money back. I contacted my local law enforcement and filed a report ( XXXX XXXX XXXX XXXX in Colorado ), I spoke with several friends of mine who work in banking in various positions and got advice on how to proceed. USAA never froze my bank account to prevent this from occurring again, they never advised me to file a police report, they never advised me to freeze my credit reports with XXXX, XXXX and XXXX ' their only advise was to change my security questions and password. I called USAA again on XX/XX/XXXX and was told that my case was in the Fraud Department and they would put in a " front door request '' to have the fraud department call me with a status on when the money would be returned to my account. They said that I would have a callback with in 24 to 48 hours. I waited 72 hours and called again on XX/XX/XXXX to be told there is no update, but they could escalate my request for a callback and status. I advised them that I would be filing complaints with FICA, Consumer Financial Protection Bureau, XXXX XXXX XXXX and any other agency I think may be able to help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80831
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My wife and I are authorized users on my son 's and daughter 's checking and savings accounts, which are all at USAA. My son 's accounts experienced fraudulent activity beginning in XXXX. The criminals gained access to his account and multiple online charges were made. USAA investigated and determined they were fraudulent, but multiple calls were made to and from my son with us and USAA. One of the calls used the same authentication process that USAA always uses but it was criminals. They gained access to his credentials, made a {$25000.00} deposit to his savings account, transferred the funds to his checking account, and then requested an official check to someone in another state that created a negative balance. The fraud department communicated with my son and told him they would be closing his accounts once the investigation completed and his account balances were returned to their state before the fraud took place. Today, USAA withdrew all of the funds from my wife 's and my checking a savings accounts, my son 's checking and savings accounts, and my daughter 's checking and savings accounts. Approximately {$10000.00} was removed from our accounts today, meaning we have no money to pay remaining bills and purchase groceries or fuel for the month. XXXX of my children are college XXXX in other cities and now their accounts are also at {$0.00}. I spoke with a representative at the highest level at USAA Banking and she said that since my son was deceived by criminals posing as USAA and my wife is an authorized user on his account, they had the right to remove all funds from any other account where she is an authorized user. In addition to the funds USAA removed from these accounts today, they also never rectified the situation with my son 's savings account, meaning they didn't replace over {$5000.00} he had saved that was taken fraudulently.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30028
Submitted Via: Web
Date Sent: 2022-09-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I attempted several times to transfer funds from an external account to my USAA checking account to cover bills. They all went through with the exception of one for {$200.00}. When I checked, the external account balance was lower than expected and it was lower than the requested transfer amount. I fixed it and submitted a new transfer request. This time, however, it said the amount requested was for more than the approved amount ( Approved amount in red lettering was {$0.00} ). Since it was a federal holiday I figured it was probably a temporary issue. When I tried again in the following days I received the same error message. I then contacted USAA bank and they explained that because of the 1 failed money transfer I was no longer permitted to transfer from an external account. Please note : At this point in time I had accrued a total of 3 NSF fees, and they removed one as a courtesy. Customer service representative said that this would bring me to the " courtesy maximum three NSF fees removals per 12 months '' rule. I again said, if it were not for the bank not allowing me to transfer money due to 1 single failed transfer attempt, an unnecessarily harse penalty, the bills would be paid. The CSR apologized but did not offer more. In the following week I directly transferred money from my other account but it takes 3- 5 business days to complete the transfer of funds this way, instead of instantaneously like I had become accustomed. In that short time period I RACKED UP a plethora of NSF fees. Without exaggeration, probably equal to or more than I've had in my entire 35 years of banking. I find this extremely punitive and unnecessary. I am unemployed at the moment and this hurts me terribly. The date it all started was XX/XX/2022 with one - {$5.00} returned item fee. Then on XX/XX/2022 I received 2 - {$5.00} returned item fees. Probably my fault at this point. Then on XX/XX/XXXX, I received the first of many NSF fee of - {$29.00}. On XX/XX/2022 the failed external transfer I mentioned earlier for {$200.00} was returned and I received a - {$5.00} returned item fee. XX/XX/2022 I received 2 more NSF fees each for - {$29.00}. Around this date is when I called customer service and they did grant me the courtesy NSF fee + {$29.00}. Then on XX/XX/2022 I received XXXX NSF fees ( - {$87.00} ), XX/XX/2022 XXXX NSF fee ( - {$58.00} ), and XX/XX/2022 XXXX NSF fee ( - {$29.00} ). XX/XX/2022 I received another 3 NSF fees ( - {$87.00} ), on XX/XX/2022 another 3 NSF fees ( - {$87.00} ). This is current as of XX/XX/2022. Although attempting to get ahead of this, it has unfairly snowballed into a something unmanageable except by intervention by the bank, which they have shown no motivation to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33462
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-16
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: This is XXXX XXXX XXXX, who is submitting this CFPB complaint myself, and to inform you that there is no third party involved in the process. I recently verified my latest credit report and I noticed that this account is reporting fraudulently on my credit report. I have been a victim of Identity Theft, my information was stolen and used to open this account without my permission or knowledge. The account USAA SVG BK XXXX with an alleged Balance {$0.00} was incurred due to fraudulent charges, which according to XXXX XXXX XXXX XXXX policy I am not liable. I DO NOT HAVE A LEGALLY BINDING CONTRACT WITH THIS COMPANY. This account is trying to collect debt, which wad also listed on my credit report. I have requested several times for verification. This company will not furnish a signed authorization [ or proof of the procedures ], they just furnish a statement, which proves nothing. I asked to validate the numerous listings on my credit file and again all I receive is statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I CREATED A SUCURED PROMISSORY NOTE LOAN SOMEONE MONEY OF {$60000.00}. So XX/XX/2022 XXXX was when it was sent to USSA FEDERAL SAVING to be monetize to credit to the borrowers account. Which I was informed by a manager they do. So, yesterday I get a ding on my credit account/XXXX XX/XX/XXXX for a Hard Credit inquiry by 2 banks of a down payment for {$60000.00} and the home costing XXXX. So I called the bank and they informed me that have it but it will take another day. So I called this morning XX/XX/XXXX and asked about it. They told me they had lost the copy but on have the cover letter. So, I do have proof of my promissory note be maximized and the name of the two banks the tried to hide it through.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2022-09-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A