Date Received: 2022-08-28
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: USAA has been charging me dozens of Returned Check Fees. I always pay USAA through online transfer from my different banks checking account, but so often it takes days before the payment is posted. This leads to me thinking I have more money in my checking account days after paying my CC bill, because the CC payment was slow on transferring my CC payment. Ive tried on multiple occasions to call before the payment is posted, and before receiving a RCF, but the always tell me its not their fault so they wont return any fees. Ive payed hundreds in fees with a {$500.00} limit CC. Because of these fees throughout the last 3-4 years I am over my limit 200 % and my credit is affected. USAA customer service has been very short and rude throughout these years. Ive been hung up on, and continuously transferred to multiple wrong departments. No compassion and no reasonable middle ground is given. Me, being a XXXX veteran and single father of a XXXX cant seem to get ahead of this and my credit, and therefore our lives, have greatly suffered due to this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89436
Submitted Via: Web
Date Sent: 2022-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX my debit card was used for five fraudulent transactions total of around {$560.00}. Those were done in XXXX XXXX, VA, a place Ive never been and certainly didnt make three ATM withdrawals. USAA refunded my money that day but three months later they deducted those amounts after concluding they were not fraudulent after a through investigation. They wont allow me to talk to anyone on the investigation and keep giving me the run around. They are supposed to protect their members against fraud and USAA called me a liar after 22 years of membership. And I have no way to fight this bc they keep transferring me and promising a call back that never happens.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23456
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-26
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been a customer of USAA Federal Savings Bank for the last 15 years as my primary online bank. I have multiple products with them : checking and saving accounts and XXXX credit cards. I have never had any issues with them nor defaulted on any of my financial obligations. On XX/XX/XXXX, as I started to use the mobile app that I frequently use to access my accounts, a threating message was displayed that said if I didn't take this survey, all my access to the app will be revoked ( I don't have the exact verbiage, but it said take this survey or else ). The survey was a combination of intrusive personal questions about my income and how much money comes in and out of my account ( which by the way USAA has full access to ) and about a dubious product called XXXX for money transfers, which I am not using and will never ever use, as it has a bad reputation in the marketplace. No explanation was given as to why this survey is being forced on me and also what triggered this threating and coercive tone.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-08-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/2022, USAA allowed 8 fraud charges to my checking account causing a negative balance of XXXX. I did not make or attempt any of the alleged charges that they posted to my account. My account had a balance of {$4.00} on the XXXX. On the XXXX USAA created and posted fraudulent charges to my account, resulting in the balance at XXXX. At this point the bank fraudulently charged my account 7 additional times, even though my account already posted a negative balance. I also didn't receive any notification of suspicious activities and wasn't alerted to these charges until I checked my account on the XXXX. Alerting me of suspicious charges is standard operating procedure. For example, on the XXXX of XXXX I received a suspicious activities alert, which I verified was me. This type of notification has happened multiple times this year, in which I get text, emails/notifications on my account page. None of this occurred this time, not a single text or word uttered by the bank during these charges. I got those past notifications with a positive balance in my account, so this was very strange, and not at all in line with their professed standards. I called very confused about what happened, and the USAA rep mocked me, and blamed me for not paying them for overdraft protection. I followed up with why you would charge my cards 7 different times after it's already negative. I have NOT been able to spend a XXXX, a single solitary XXXX over what I have in my account for food or gas, or electricity. She then said they weren't merchants .... But on the XXXX my bank rejected the charge from my Electrical company because I didn't have enough in my checking account. At the time, I had enough money in my account because my checking held {$500.00}. They have outright refused to process any payments without the full amount being available in that specific account, but because I didn't pay them for Protection coverage, they decided to make 8 separate fraudulent charges, and post them to my account, in direct response to not paying the bank additional fees. USAA created and posted fraudulent charges to my account, directly defying their own policies and procedures for processing payments for a negative account balance. And they not only did it once, but they also conducted this illegal activity 8 separate times. And their response was pay for our overdraft plan, and that I can't overdraft my account, nor can electrically companies, XXXX XXXX, XXXX, XXXX foods, gas stations or any needs of mine, but merchants with no relation to me can charge my account at their discretion. Following their own procedures, it should've been impossible to make a charge on my account when it was in a negative balance, but instead they not only allowed but facilitated 8 separate fake charges to an account with a negative balance. My mother transferred me {$120.00} on the XXXX ( unrelated to this event ), in which USAA stole that money, and has outright refused to start the investigation, or return the money they stole.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2022-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was scammed outta {$400.00} but my bank refused to refund the scammed money from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 799XX
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: USAA returned a EFT payment I made to XXXX for no reason. I had funds in my account to cover it. Instead they rejected it. I alerted USAA and they credited the XXXX return check fee. But they caused me to get a XXXX returned EFT free from XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX a deposit of {$4900.00} was made into my account and the sender told I need to send this out so I can buy the need equipment for work. On XX/XX/XXXX a deposit of {$4900.00} the person say the same thing In XX/XX/XXXX a deposit of {$4900.00} the same person say the same thing On XX/XX/XXXX a final of deposit of {$4900.00} the person say I need to do the same thing again if I want the job but then my bank stop the transfer pending a investigation but they just close my account and then now saying the funds that was transferred out I needed to pay it back. But I try to tell the bank this was due to fraud but they didnt listen.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 395XX
Submitted Via: Web
Date Sent: 2022-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2022 I received notification by email that my credit card was cancelled due to non-use. I immediately pulled up my USAA app and reviewed all the documents that were recently sent. After seeing that a cancellation warning had not been provided, I called USAA to have my account reopened. I was informed that my account could not be reopened and that I should reapply. The representative stated the notification was generated on XX/XX/XXXX and did not acknowledge why the document was not showing in my USAA app. Im concerned that USAA may be generating cancellations warning and not truly sending the letters out to customers. After being told the issue date of the cancellation warning I validated my email was correct, checked my Spam, junk, and deleted folders and could not locate the warning letter. I have attached a screenshot of my app showing that no disclosures were received on or around XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32277
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I received two phone calls back to back from " USAA '', I answered the third call where a professional man greeted me and told me he worked with USAA in the fraudulent team. He said I had 3 pending charges in NC and SC and needed to verify my identity/charges to prevent the potential fraudulent charges from occurring. The first charged in NC he said was for {$900.00}, the second one was from a grocery store ( XXXX XXXX I believe ) for roughly {$500.00}. I confirmed those were fraudulent and confirmed I have not been traveling and was located in XXXX. He asked to verify my online ID and I gave him the wrong one which he informed me his system did not recognize that and I found the correct one and gave him that. He then asked for my password and that is when I questioned him and told him I've had previous fraud notifications on my phone and calls from the fraud department and they never asked for my password why was he now? I was busy multitasking with work at the time so wasn't thinking straight and he never answered my question just reassured me he was who he said he was. So I gave him my password and he sent a login verification code to my phone as he was logging into my account. He mentioned a {$5500.00} wire transfer was going to hit my account for the hardship the fraud has caused, but it would be taken out within 30 minutes. While on the phone he deposited {$4900.00} into my savings account. We got off the phone, and I noticed shortly after {$5500.00} was taken out of my savings account and I called USAA immediately to see why they took out more money than they deposited in and realized I was being scammed at this point as they drained all 6 of my accounts transferring money out through XXXX. USAA submitted a report to their fraud department, and we should hear back with 3-5 days.
Company Response:
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-23
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2022 I called USAA about two accounts trying to be added onto my checking account for money transfers. I was told an investigation was going to ensue as a result. I did not allow for any money transfers to occur. On XX/XX/2022, I noticed that there was a {$10000.00} deposit in my checking account. I called USAA to report this as a fraud as I did not deposit any of this money. As I was on the phone with the representative, another XXXX was trying to be deposited into the account. The representative was helpful and stated that the deposits were being made in XXXX XXXX, Texas from an XXXX ( which I do not own ). Then there was {$10000.00} transferred to my daughter 's account, {$5000.00} transferred to an unknown account, and {$5000.00} transferred to my son 's account ( from my account ). Then a {$10000.00} check was deposited into my son 's account and this money was transferred out of our account to two unknown accounts. I continued calling USAA fraud department and they locked our account. They had corrected the account and I felt that the fraud investigation was completed. I was able to use my account after it was unlocked. The account then was locked again and I called USAA to ask about this and they stated that the checks that passed through bounced and I was responsible to pay this back. I filed another fraud investigation and the account continued to be locked. I called USAA again and they stated that all previous investigations were canceled. They did not understand why this was. Three new investigations were started for each account. I called to find out this update and was told they were exercising their right to no longer do business with me due to fraudulent activity on my account. I filed an appeal and they are still finding that they no longer want to do business with me and I have 60 days to pay in full the money from the checks. In the last appeal, they notified me that I can bank with them as long as I pay back all the money that went through the account. I get calls daily about the account being in a negative balance and my wife 's direct deposits have been confiscated. They told me that I gave out my login information for this to happen. My savings account has had money taken from it to cover charges. I contacted the church 's where the checks originated and they had checks stolen and put stop payments on them ( churches are in California ). The signatures do not match. USAA stated that it was a full account take over and all emails were changed and fax was added to the account. I have no knowledge of the fraudulent activities, reported it and am now being called daily to repay over {$22000.00}. I have already paid over {$5000.00} due to USAA confiscating paychecks and money from my savings account. However, they have left {$10000.00} in my daughter 's account and they are threatening to report me to the credit bureaus if I do not pay this back.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A