Date Received: 2024-01-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX, someone called USAA claiming to be me and was allowed to change the primary phone number on our account. They then added an external account called XXXX XXXX. XXXX withdrawals were made from my savings account on XX/XX/XXXX in the amounts of {$5000.00} and {$10000.00}. We immediately called USAA. The first representative I spoke with noticed the external account and assured us she would remove it and that someone from the XXXX department would call us in XXXX business days ( We later learned that she did not remove the account and it is not USAA policy to call the customer. ) I went in the next XXXX, XX/XX/XXXX and noticed that the thief 's account had not been removed and that our accounts were vulnerable. I transferred the money back into our account and then transferred the entire balance ( over XXXX ) to a XXXX money XXXX account. The second representative said it was unwise to remove the account as the investigation was ongoing. I needed protection. She did block it from being used. I was the one making them protect us. USAA credited my account $ XXXX and we called and told them the money is not XXXX. They debited the $ XXXX and an additional XXXX. We called on Friday the XXXX and were told the money would be in our account within XXXX business days. We received a letter in documents on the XXXX stating the investigation was over and there was no fraud. XXXX reason for that call was our account had been placed on a deposit only status and a check to a workman was being rejected. We were not told our account would be deposit only, There were so many things that USAA representatives told us that were wrong and outright lies. XXXX, whose extension is XXXX called us and we thought it would be resolved but nothing changed. I listed for him the things that were wrong and told him the thief received better customer service that we did. He told us that the fraud team never calls the client. I had to tell him I don't work for USAA and that is a conversation he needs to have with the XXXX. Today, XX/XX/XXXX, we spent over XXXX hours on the phone with USAA trying to get them to transfer from our checking account to our new XXXX checking as it was flagged. We also want our $ XXXX back. We are switching banks after over XXXX XXXX with USAA. I have lost XXXX faith in them. My XXXX was told that I should have not transferred the money back but should have let USAA handle it. There was not much communication from them. We did what we thought was right. The confusing part is the money may not be real? When I went to transfer, the representative said the XXXX account was empty. Why was I able to transfer? Every phone call originated with us with the exception of XXXX. The representative today was a bit slow but helpful. We learned that there was an ongoing investigation despite the letter we received claiming it was closed. We now have a case XXXX and will hear in XXXX business XXXX whether or not they will side with us so we can recover our $ XXXX. My husband learned that protocols were not followed and there were things that should have been read to us that were not. XXXX of the XXXX did not even know that a check must clear in order for the bank to see it. Many of the representatives were inept. Can you help me? How was someone able to hijak my account? Why is USAA not following procedures? Why does every representative have a different story? Why did the transaction type on the $ XXXX withdrawal say convenience check? I feel we are being given the run around and they are trying to buy time. I simply want USAA to do the right thing. Oh, and we have been asked if we brag about money and if we share our passwords. Really? Take the blame! USAA did not protect us but the thief received wonderful customer service. Our experience has been horrible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76262
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
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: Have been on the phone with USAA trying to get a dispute resolved. I had two disputes filed with them which were from the same vendor. I filed two claims with them from transmission work I had done. The first one was the deposit before work began and the second the balance when van was complete. My issue is I am getting two different stories about their investigation. The first claim looks to be closed out and was put back on my card on XXXX which made me investigate why? The reason they gave in their letter to me was that the merchant refused to issue a credit and they could do nothing. This made no sense to me since if it was left up to the merchant they would never issue credit. The second dispute I received a letter dated XXXX saying the merchant would credit the amount back if I returned the transmission. The merchant knows this is not an option since I had to replace the transmission less than one month later at another XXXX dealer and that dealer retained it when they replaced the poor workmanship of the first dealer. After many attempts to explain this and to USAA people they escalated it to their Member Resolution Dept. who was no help and shut both of the claims down as of today XXXX. How can two investigations for basically the same transaction come up with two answers from the merchant and then just decide that he is telling the truth and my claim is not valid. The Member Resolution Team shut the second claim down even though I had till the XXXX to respond to the XXXX letter which I did. I was also told last week by the USAA credit card division that they woudl reopen the case. Less than XXXX hours later they said their decision stands. I was told that I would have to resubmit and start the process all over again via mail, which also makes no sense. I tried to get back to the Member Resolution team a second time and after waiting almost XXXX minutes on hold they answered and I was disconnected. I feel abandoned and left to fend for myself when the whole reason we all use credit cards is to have some type of protection from poor workmanship.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29063
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: According to the Fair Credit Reporting Act 15 USC 1681 section 602 a states " There is a need to insure that consumer reporting agencies exercise their grave responsibilities with fairness, impartiality, and a respect for the consumers right to privacy. '' XXXX and XXXX are consumer reporting agencies and I am the Consumer. I have the right to make sure my private information isn't shared which is backed by 15 USC 6801 which states '' It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. '' USAA is a financial institution by definition under that title. 15 USC 1681 section 604 a section 2 states that " In general Subject to subsection ( c ), any consumer reporting agency may furnish a consumer report under the following circumstances and no other : in accordance with the written instructions of the consumer to whom it relates. '' USAA BANK the financial USAA Bank, and the Consumer reporting agencies XXXX and XXXX do not have my consent to furnish this information and they surely do not have my written consent. Any and all consent to XXXX, XXXX, USAA BANK whether it be verbal, non-verbal, written, implied or otherwise is revoked. 15 USC 6802 ( b ) ( c ) states that " A financial institution may not disclose nonpublic personal information to a nonaffiliated third party unless the consumer is given an explanation of how the consumer can exercise that nondisclosure option. '' USAA Bank, Never informed me of my right to exercise my nondisclosure option. Not only that 15 USC 1681C ( a ) ( 5 ) states '' Except as authorized under subsection ( b ), no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information other than records of convictions of crimes which antedate the report by more than seven years. '' This account is an adverse item they are reporting again without my permission, which is against the law. 15 U.S. Code 1681s2 ( A ) ( 1 ) A states " A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 15 U.S. Code 1681e states '' Every consumer reporting agency shall maintain reasonable procedures designed to avoid violations of section 1681c of this title and to limit the furnishing of consumer reports to the purposes listed under section 1681b of this title. XXXX and XXXX are not maintaining reasonable procedures. Also 12 CFR 1016.7 states that " A consumer may exercise the right to opt out at any time. '' I am opting out of your reporting services. 12 CFR 1026.13 - Billing error resolution ( d ) Rules pending resolution. Until a billing error is resolved under paragraphs ( e ) or ( f ) of this section, the following rules apply : ( 1 ) Consumer 's right to withhold disputed amount ; collection action prohibited. The consumer need not pay ( and the creditor may not try to collect ) any portion of any required payment that the consumer believes is related to the disputed amount ( including related finance or other charges ). If the cardholder has enrolled in an automatic payment plan offered by the card issuer and has agreed to pay the credit card indebtedness by periodic deductions from the cardholder 's deposit account, the card issuer shall not deduct any part of the disputed amount or related finance or other charges if a billing error notice is received any time up to 3 business days before the scheduled payment date. ( 2 ) Adverse credit reports prohibited. The creditor or its agent shall not ( directly or indirectly ) make or threaten to make an adverse report to any person about the consumer 's credit standing, or report that an amount or account is delinquent, because the consumer failed to pay the disputed amount or related finance or other charges. ( 3 ) Acceleration of debt and restriction of account prohibited. A creditor shall not accelerate any part of the consumer 's indebtedness or restrict or close a consumer 's account solely because the consumer has exercised in good faith rights provided by this section. A creditor may be subject to the forfeiture penalty under 15 U.S.C. 1666 ( e ) for failure to comply with any of the requirements of this section. This is for all my accounts with USAA Bank.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29229
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-24
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: As a minor I had a Checking Account at USAA Bank which I continued to maintain after turning 18 years old. In XX/XX/XXXX, I closed my USAA account. Bank confirmed via email and SMS message that account was closed. On XX/XX/XXXX, my former employer, XXXX XXXX, sent my paycheck to my old USAA account. The paycheck was in the amount of {$250.00} As of this date USAA Bank has not sent the {$250.00} to me. On XX/XX/XXXX, I wrote to USAA, via certified mail, inquiring about my XXXX XXXX paycheck. There has been no response whatsoever from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94066
Submitted Via: Web
Date Sent: 2024-01-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: I canceled autopay before the payment was to process ( auto loan through USAA ) and submitted a payment using a different bank. USAA took the payment from the old account ( I am trying to close out ) and the payment I made from the new bank. I called and USAA stated the reversal could take XXXX weeks or more. I asked for an escalation as this caused a negative balance ( I have overdraft protection on the old bank ) they asked me to submit a bank statement showing the loan payment was made. I did submit the bank statement along with a screenshot of the negative balance. I moved money to my old bank so that other my account wouldn't be overdrawn while USAA was reversing the payment. USAA then reversed the payment, then USAA charged that same old account again, as of XX/XX/2024 causing the account again be overdraft as I used that back for other matters to reduce the balance because I am no longer using and adding funds to that old account which is why I canceled the autopay in the first place. I asked several times to speak to management about this but a rep named XXXX refused to transfer me and keep saying let me try, but she then just proceeded to say give it another week. The payment from my new bank cleared last week and yet USAA refuses to reverse the additional payment
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90802
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Ive had several transactions disputes due to another company ( XXXX ) debiting my account after I revoked authorization. USAA dispute department walked me through steps via phone and I requested stop payment on future transactions- it didnt work. Then Im notified dispute credits will be reversed. I make XXXX each week and the reversal amount to XXXX this week. I have tried multiple time to discuss with USAA live representative and I was told yesterday that request to pause or move date of reversal was submitted ; I woke up to discover the reversal occurred and my account is over drawn. I have no gas, no food, and will be stuck in XXXX Tx.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76502
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/23 : - An unauthorized withdrawal and transfer of {$9500.00} was made from my checking account to a fraudulent bank account. - I notified USAA of the fraud on the same day and we took actions to change my passwords/PINs and log-in information. I was assured given the fraudulent nature that I would be fully reimbursed. XX/XX/23 : - Contacted by member of USAA fraud team and informed that Initial review of fraud case was completed and that there was no fraud detected. They did not inform me how/why they came to this conclusion but they informed me that I could submit a re-review. XXXX present : - Multiple re-reviews completed with same nebulous, non-descript conclusion that no fraud was detected. They simply stated that this was based on multiple security reviews. They refused to share their fraud report with me. - Spoke to multiple members of the USAA Customer support team to include banking/checking specialists, member resolution team representatives and ultimately the USAA Office of the CEO. Their decision remained steadfast. Pending Actions per USAA : - USAA issued a Hold Harmless and Indemnification Agreement to a certain XXXX bank in PA requesting my withdrawal be returned. ( They have not received a response. ) - USAA Office of the CEOs stated that my reimbursement is contingent on this XXXX bank paying USAA back for the fraudulent withdrawal. Actions I have taken : - I have sought legal assistance from my military JAG colleagues who recommended I file a formal appeal. I have attached my formal appeal as a PDF to this complaint. It was submitted on XXXX. - I filed an official complaint with DCs Comptroller of Commerce office online referencing Regulation E of the Federal Reserve Regs, Electronic Funds Transfer Act 12cfr 205 ; that holds USAA liable. They directed me to the consumer finance bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92101
Submitted Via: Web
Date Sent: 2024-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I believe my debit card info got stolen by an employee at XXXX XXXX XXXX in XXXX. The employee stole more than {$1300.00}. I filed a fraud claim with USAA and they refunded my money three days later. I got about 8 letters in the mail about three weeks later saying they are reversing the charges and that they ruled that the charges were valid because XXXX XXXX XXXX claims I made them. I never charged my USAA card at XXXX XXXX XXXX. I attempted to use it and the employee said it wasn't working so I used my XXXX XXXX XXXXard. I provided proof that the only purchases I made were on my XXXXXXXX XXXX card. My family and I typically go to XXXXXXXX XXXX XXXX XXXXXXXX times per year and rarely spend more than $ XXXX {$170.00} total per visit. The charges on my card totaled {$1300.00} and were all within 2 minutes of each other and ranged from {$75.00} to {$330.00} each, which is insane and could never happen as one {$40.00} card purchase me about 3 hours and Ive never spent more than {$75.00} on a single purchase. Our typical visits are XXXX hours. I really would like my money back. It XXXX me that XXXX XXXX XXXX would protect their employees scamming. Thanks in advance for your help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21146
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have banked with USAA bank for 8 years and recently held a payroll check that I deposited into the account with no explanation. it didn't violate any deposit limits my account was in the positive, but they held the money for a few days for no explanation. during the next pay cycle my account dipped into the negative, I then received my pay which covered the negative balance and had the rest of my pay to get me to my next payday. USAA decided to hold my entire balance for not only the amount the was negative but the entire balance of my entire check which isn't available for 7 days. This has caused numerous issues without being able to access my money unable to put gas in my car to get to work or pay my bills which only hurts me as the consumer more than I already am. I have called USAA and they have not given a reason for holding my account just that they can try to file an appeal to get my money released sooner. I didn't get a yes or no answer just they would ask. I now have no access to any of my money to pay bills or anything and don't have access to my own payroll check until a week after it was deposited.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OH
Zip: 448XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-22
Issue: Fraud or scam
Subissue:
Consumer Complaint: I am a member of USAA banking. On XXXX XXXX I had a fraudulent charge that took about two months for me to get refunded. when I initially saw this charge I called my bank and my account got locked and it was put under investigation, and I was not allowed in it. I requested a new debit card which I have received. During this time that my account was locked, and under investigation to monitor any other fraudulent charges and to track the IP, whoever was in my account, presumably the same person who had just made the previous fraudulent charge, had accessed my account again and had set up my XXXX, a partner with USAA mobile banking app, an online money transfer/wallet similar to XXXXXXXX XXXX XXXX XXXX this person had XXXX themselves initially I believed it was {$1500.00}. I called my bank and reported this and they created a fraudulent charge claim. Over the course of a month or two, I called back over and over to check on that XXXX claim and I found out that it had been denied for any fraud. I called back and asked why it was denied when i had been locked out of my account during the time it happened and they said the system that checks for fraudulent purchases probably did not recognize the transaction through XXXX because it is not a normal basic checking statement so they told me that they were going to going to submit another fraudulent charge claim. Over the course of another month or two, I kept calling back to check on that claim and they kept telling me each time that there had not been a claim made, and they would make a new one, so I would call back and say can I get a status update on that claim that was just made last week and they would again say that there was no claim made and they would make another one. It was a never ending cycle. This is been going on for about four months now and its very frustrating because I feel like this bank is not listening to what i say and what is going on in the situation. every single time I call, I have to re-explain the entire situation which takes a while because it is four months of issues that I have to explain to somebody. they told me recently that the money taken from XXXX was only {$500.00} instead of {$1500.00} which I do not completely believe considering I have been looking at the confirmation email on XXXX for months, saying a total of {$1500.00} was taken but I no longer can see the complete display of XXXX transactions in my checking account. I can only see about two now. I dont know if they somehow deleted those XXXX XXXX out of my checking account to make me believe only {$500.00} was taken out, I dont want to accuse anybody but its very confusing. Frustrating on my end. one of the recent times I called, I had asked to speak to somebody higher up as I felt that nobody was meeting my needs and complaints and I got put through to a representative that handles escalated calls I asked what exactly his position is, as I told him that each time I had called, I had never raise my voice or spoken any profanity, so I dont understand why I asked to speak to someone higher up and they put me through to someone who deals with angry customers which I was not. they continue to tell me that they will send me an email and inbox message or call me about the status of my fraudulent claim and each time they have never done that. I am just so tired of calling this bank and everytime they tell me that a fraudulent claim was never made.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2024-01-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A