Date Received: 2022-08-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: When I logged into my USAA mobile app and online, I received a message from USAA bank that said if I didn't answer their 40-minute survey, I would be locked out of all of my accounts. I called the bank and confirmed that they would suspend my accounts unless I answered their questionnaire. Their justification for their threat was that it was part of their terms of service. I did the survey and noticed all but a couple of the questions were related to a service they provide called XXXX. I don't see how it's legal for an FDIC-insured institution to threaten to prevent me from accessing my money if I don't participate in their sales and marketing questionnaire.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX XX/XX/2022 USAA again put a 7-day hold on my payroll check, which is causing me to be subject to fees because I have automatic payment on some of my bills. This hold is causing my account to be subject to nonsufficient funds fees which USAA charges me. I would like them to be audited because there may be others who are being abused.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29223
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am the primary on a checking account with USAA, my daughter is the secondary. This incident occurred on XX/XX/XXXX, when I realized my account was charged {$9000.00}. She, XXXX XXXX XXXX, has some serious mental health issues and I kept her on my account to help her with her finances. My daughter met someone online in XXXX of 2022 that said they would be her friend and companion. She thought they meant well. She got to know them online and they wanted to help her out financially. This is a summary of the police report she filed, " They said they could send me money via a check. I was very excited about this because being as broke as I was and still am I thought this was my answered prayer. So I receive the check via email and In my head it seemed professional and legitimate but looking back it was not. When I am XXXX XXXX I do not make rational decisions that normal people would make. For example the looking back the check had a female name on it!!! When you are XXXX you do not pay attention to certain important things. Plus XXXX and being stressed about where I'm going to live in 2 weeks because my lease ends soon. ( Also I am still XXXX at the moment because I cant believe what has happened ) I was in a desperate place and the moment I saw XXXX all doubts left my mind and I cashed the check. After they send the check and It was in my account I thought I was soo blessed and lucky. I am very delusional at times and have very unrealistic thoughts dreams and ideas in my head. I'm XXXX and also XXXX XXXX XXXX. I've been diagnosed by a doctor for both of these XXXX XXXX XXXX. Anyways in my disillusioned alternate reality, I really thought this was my lucky day. After the check was deposited my " friend '' explained that because this was the only kind of check he had at the moment he would need me to send some of it back to him. This is when the situation should have been a huge red flag for me but I'm extremely gullible and see the good in people. He was soo loving and nice and gained my trust. I also felt a responsibility to make sure he trusted me and he said he was trying to see my character and I needed to gain his trust by sending check. I suppose the XXXX dollars put blinders on my logical thinking because I cashed the 2nd and final check for this person. I thought I was receiving {$1000.00} from him and then the story changes to me having to send {$1600.00} of it back. I felt pressure and I did not have the knowledge I have now that this is fraudulent activity. I then get a notification that my account has been locked. This is when USAA lets me know that not only has my account been closed but that I had deposited fraudulent checks. To make things worse they tell me that my account has a negative balance of {$8000.00} dollars. This has been traumatizing and I'm scared, not sleeping well, and more broke than ever before.. '' I had my credit card covering the checking account in case there was an overdraft fee. So, USAA ended up charging my credit card account {$9000.00}. Instead of my daughter, XXXX being responsible for her bad judgement, I was charged {$9000.00} on an interest-bearing credit card. I tried to work with USAA explaining the fraudulent behavior but all they cared about was getting their money and they have it due to the credit card. My fraudulent claim was dismissed by USAA. Is there anything I can do? My daughter filed a complaint and it is attached. USAA has froze my checking account and I stated since my daughter initially reported the fraud, they will only talk with her about my checking account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 53711
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX XXXX SUPPLIED FRAUDULENT INFORMATION TO THE CFPB regarding complaint # XXXX. XXXX XXXX stated the information was removed per the letter to the CFPB, my insurance rates yet increased again to {$430.00} dollars a month starting in XXXX. I was notified via another Insurance Company as their rates were vastly different with a rate of $ XXXX month. XXXX has violated the following : 1. 15 USC 1681 ( a ) ( 4 ) " Infringed Upon a Consumer 's right to privacy '' and 2. 15 USC 1681b ( a ) ( 2 ) No Permissible purpose/ No written instruction I had recently received notification from a customer service representative from USAA as my insurance rate has increased ; when I inquired about the increase in my insurance premiums, the rep advised that it was due to a report obtained from XXXX XXXX and a ticket that I was reported in XX/XX/2021 I am still waiting for the case to reset regarding the alleged ticket issued due to the request for reasonable accommodations based on my XXXX. ( See attachments from the courts ). Therefore, the Information obtained is inaccurate and fraudulent at BEST. Accordingly, I REQUEST THE FRAUDULENT INFORMATION THAT IS BEING REPORTED TO BE REMOVED EFFECTIVE IMMEDIATELY BEFORE A LAWSUIT IS ENSUED AGAINST XXXX/USAA. Based on my XXXX and the XXXX terms provided I will also contact the U.S. Department of Justice civil rights against XXXX. I am REQUESTING USAA DELETE THE INFORMATION FROM XXXX due to their violations of the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, et seq., as amended. A complaint with the FTC and CFPB along with Securities and Exchange Commission ( SEC ), Commodities and Future Trade Commission ( CFTC ) and the IRS will be filed to include the Department of Justice for FINANCIAL CRIMES AND INSURANCE FRAUD. I am utterly disgusted of the fraudulent, deceptive business trade acts of the insurance companies and banks and XXXX for provided the deceptive information to a federal agency to avoid penalties. However, they continue to has no regard for stealing from consumers by any means NECESSARY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30291
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Earlier this year I opened a complaint against USAA with the CFPB. Complaint number XXXX. I was notified by email on the XXXX of XX/XX/2022 that i would be contacted by XXXX XXXX XXXX regarding the resolution by USAA. On the XXXX XXXX XXXX called me approximately XXXX or XXXX minutes after XXXX central time. I was informed that I would be receiving a reimbursement for the fraudulently endorsed and deposited checks, totaling {$2200.00}, and that it would post to my savings account within XXXX business days. I called XXXX XXXX and USAA again the XXXX of XXXX recieving conflicting information from the bank 's representatives. Some said that i was getting nothing and to forget matter. Others when shown the answer from USAA to the CFPB stating that they were going to reimburse me as i had obviously never seen nor signed nor had anything to do with the checks that were stolen and fraudulently endorsed and deposited by my estranged wife and her family. I am now being told by USAA that I am not going to be receiving any money for the fraudulent check endorsements and deposits. Despite them telling me and the CFPB they are making me whole they are infact trying to make themselves look good and then reversing their decision in the most dishonorable and dishonest way imaginable. They are already 5 days past due with the deposit i was notified would be no later than the XXXX. As a result of their failure to keep their word i have been rendered homeless and my phone is cut off. I have expended an additional $ XXXX in moving and lodging expenses because of their shameful and dishonest actions involving my reimbursement. I wish them to make good on their stated intention to reimburse me the {$2200.00} as well as the other moneies expended by me resultant to their failure to keep their word.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78217
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Getting a line of credit
Subissue:
Consumer Complaint: USAA bank denied me of credit cards personal and car loans for over 8, years, never offered me anything My yearly salary shouldn't have been the problem in XXXX XXXX making more than XXXX XXXX per year, me personally think it's something to these denials, zip codes you live in, minorities neighborhood, I'm pretty sure, they giving loans to others with less, My the way they're not only banking institution have done this to me, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX bank to, all denied me credit over 40 years, only banking institution gave me credit was XXXX XXXX just after XXXX years, something wrong
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/XXXX, I logged into my USAA account and noticed that my accounts did not look right. I looked and had close to XXXX jn checks withdrawn from an XXXX XXXX in Iowa. I called usaa right away and reported the fraud. A claim was started. The next day I was trying to figure out how to change all of my login information and stumbled upon that they were set up for bill pay on my account. I deleted it and notified usaa right away. The following week I had cash moved from my small town back to usaa, I did not do that. I do not keep thar much in that account very often. I called usaa and notified them. After that all of my stuff had now been changed. At this point still no resolution. I called again and ask the usaa staff member if they could tell me what or who or where someone is logging into my account. They told me that a XXXX phone or something describing my XXXX phone and someone with an XXXX using thumb technology to log in. I told them right there that we don't have XXXX XXXX XXXX, wr have all XXXX. I kept calling several times to see what j could do to help to get my money back as I have XXXX in my household and this money is not simple money for this large of a family. It also overdrawn my usaa checking account which why would I spend XXXX without moving money or even have an XXXX. Come this Sunday, I got an email of denial with no fraud activity and to reach out to the person I paid to get my funds back. I called them right away and put in for a review as I again explained that I didn't do this. Looking at the memos in the checks again it says rente and down payment. I don't live in Iowa or have ever and have only driven thru Iowa. I even got asked by a usaa staff member if I gave it out to anyone. Like yeah I am walking around XXXX ks saying who wants my login information to steal all of my money. How does this make any sense to the person that declined me and usaa ks currently doing another review but how can I after 11 years and they treat me this way belive anything will go correct. I have talked to a lawyer to see if I can do anything and a police officer who said if needed to do so we could do a police report. I have sense offered to do a signed affidavit, like I will drive to XXXX XXXX and do it in person. My identity has been hacked thru usaa and have got no help. I signed up for XXXX today to see if they can help and rhey told me to do a ftc stolen identity and lock my credit file. Please please please help me. I am a father with a family of XXXX who is desperate for help witb usaa. Thank you
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: KS
Zip: 671XX
Submitted Via: Web
Date Sent: 2022-08-22
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: Beginning on XX/XX/2022, some individuals unknown to me used the bank routing and accounts associated with my USAA checking account to fraudulently obtain funds from my account. These XXXX checks had been altered in various ways. XXXX of the XXXX checks had the same check # # XXXX. XXXX of the checks actually had my signature, but the check had been altered with something that made a bumpy writing surface. The others didnt have my signature and had been sometimes been altered with others names on the accounts. USAA has not pursued these obviously fraudulent checks ; rather they have refused to pursue these charges, citing an on-line document issued by them in XXXX of this year.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78750
Submitted Via: Web
Date Sent: 2022-08-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX I noticed there were three deposits made to my account by someone I didn't know in the amounts of {$200.00}, {$200.00}, and {$300.00}. I contacted USAA and asked to have the funds returned to the sender. I have the original chat transcript to prove what was said. XXXX I received three letters confirming that the amounts of {$200.00}, {$200.00}, and {$300.00} were returned to the sender. XXXX USAA debited {$850.00} from my account and sent it back to the original sender without my authorization. I was told that the representative made a mistake when he disputed the other three transactions on XX/XX/XXXX and added this one as well. I immediately contacted USAA and told them that the {$850.00} was an authorized transaction and should not have been returned. I was told that a dispute was opened and should be settled within 10 business days. XXXX I contacted USAA again to let them know I hadn't gotten my {$850.00} back yet, and they said it was all settled, and I had been contacted, which was not true at all. No one had attempted to call or email, and there were no letters in the document inbox on USAA.com. I was told another note was made and to call back on Tuesday if the money wasn't back in my account. XXXX I called USAA back, and after explaining what had happened, I was told that more research needed to be done, and another dispute was filed to get this {$850.00} back. I was also told that because the transaction was via XXXX, I had to contact the original sender to have her resend the money to me. She and I are no longer in contact so this is not possible. I explained again that USAA made the mistake of debiting {$850.00} from my account and needed to return it. I was told it would take 1-5 business days. XXXX I called USAA yet again to check on the status of the dispute and was told that the dispute had been canceled and that my XXXX XXXX were limited. I understood this, but this wasn't a dispute with XXXX. USAA, of their own free will, debited the {$850.00} from my account, and even though they couldn't recover it from the sender, USAA needed to return that {$850.00} to me. It was USAA 's mistake, not mine. Another case was opened, and I was told it should be settled within 1-5 business days. XXXX I called USAA yet again to check on the status of the dispute and was told that a decision had been reached, and I was contacted about the final decision. Again, I was never contacted by USAA. As I once again tried to explain what had happened, the representative told me that nothing wrong had been done and tried to rush me off the phone. I asked to speak to a supervisor and once again had to explain the whole thing.I was again told that because it was a XXXX transaction, I couldn't get my money back and I again explained that USAA had made the debit, not me. I was not going to pay for a mistake made by USAA. Another case was opened. XXXX I received a letter saying that claim had been denied again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23434
Submitted Via: Web
Date Sent: 2022-09-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-22
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: There was a fraudulent charge in XXXX. In my opinion, USAA should have informed me that this was a suspicious charge since I do not use this card and suddenly there was an out-of-state charge. They did not. I noticed it in XXXX and reported it. They removed the fraudulent charge, but I have repeatedly called and had long times on the phone trying to get the resulting charges from USAA to be removed. They either disconnect or say that it's up to them whether to refund the charges and I will find out in 3 days. But there has been no resolution. There have also been conflicting answers on whether they will handle this with the credit bureaus.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30067
Submitted Via: Web
Date Sent: 2022-08-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A