Date Received: 2022-08-21
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I have 2 negative accounts. on my credit report. One is USAA Savings Bank. Credit account amount for The XXXX XXXX XXXX XXXX. It was opened on XX/XX/XXXX to XXXX XXXX The balance is XXXX as of XX/XX/XXXX. It still shows open. I believe someone opened this account using my information In XXXX of XXXX. To open card because I never used this card. Please remove from my credit report. The other one is XXXX bank opened up XXXX of XXXX. The account number is XXXX ... .Closed on XXXX of XXXX It is showing Paid/closed on the report. The account number is It still shows open. Please remove this account from my report. Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80918
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX and USAA Banking you both verified this closed account XXXX XXXX XXXX, XXXX XXXX both different account numbers please reinvestigate your verification UNDER 15 U.S.C. 1681 a { e } please give me your verification you must have the information The law is the law and you have to follow the law REMEBER 15U.S.C.1681a { e } enclosed are my documents { 30 day by law } these accounts listed are Closed accounts
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: XXXX XXXX XXXX stated that an additional {$500.00} was due on a lease that was always paid on time. The vehicle was totaled and USAA handled the case. USAA sent payment that was cased ( copy attached ) in XX/XX/2020. Six months after accident due to XXXX not sending paperwork correctly. Can have USAA provide information on that statement. USAA said the {$500.00} was not due XXXX, I can request phone recordings. Attached is paperwork with the {$15000.00} XXXX that is listed on paperwork. There is one sheet that has a higher amount, that does not match the check. My lease sis not have a deductible in the lease. The {$500.00} was paid after XXXX bulk reporting several months of late at once and after USAA informed me that the {$500.00} was not due to XXXX. XXXX says they can not remove the reporting, in actually they can. Nothing was late. The was a discrepancy with a deductible that has been paid so stop the bad credit reporting USAA said not too pay. XXXX emailed a letter with different numbers, we paid the {$500.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08234
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-19
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: On XX/XX/2022 somebody hacked into my savings account and they deposited a fake {$8500.00} check. They then transferred that money into my checking account. From there they made many transfers of funds into and out of my account. On XX/XX/XXXX when I noticed the fraudulent money I called and told USAA that there was too much money in my checking account. At that time I didn't know that the fake money had been actually deposited into my savings account. The woman form USAA that helped us on the phone that night told us that it was a mobile deposit from an XXXX somewhere out XXXX and she help me make two new accounts because I was afraid that my money would go missing while they were investigating the first XXXX accounts. I transferred all of my money from the original accounts into the new accounts. The very next day both of those accounts had also been hacked and the money was transferred back into the old accounts. We called USAA yet again on XX/XX/XXXX and we were told that we didn't remember to disenable the quick log on. I was assured that the problem had been fixed and that the hacker no longer had access to my accounts. From XX/XX/XXXX when the check was fraudulently placed into my account until XX/XX/XXXX the hacker had access to my accounts. Every time USAA would credit my account the hacker would go into my account and transfer out the funds with some sort of online cash transfering app. XXXX, XXXX XXXX, and XXXX wallet were all used many times to move money into and out of my account during the eight days that the hacker had access to my accounts. From that first day I have contacted USAA multiple times spending upwards of two hours at at time on the phone either with a representative or waiting for one. When this started I had {$460.00} in my savings account and I had {$660.00} in my checking account. I didn't have enough time to stop my pay check from being deposited or stop some of my automatic payments from being made. As a result my pay check of {$420.00} was deposited into my savings account. The amount of money I should have had in the bank between both of my accounts is {$1500.00}. I spent {$250.00}. After investigating all of the fraudulent activity there is still {$2000.00} missing. USAA has decided that they are finished investigating and that I still owe them {$720.00}. They took all of my money to cover the fraudulent charges and want me to pay back the rest of the fraudulent charges. They have closed most of the accounts and told me that I have until XX/XX/XXXX to have any help from them in figuring out where the money went. Any time they have sent me any correspondence about the fraudulent charges the descriptions of the investigated charges were too vague for me to track which charges were actually followed up on. Somewhere there is still missing money. I have requested calls back from the fraud department several times and have yet to receive a call. I have asked to speak to a manager only to be told that there is no one higher up that a customer resolution department that I can speak to. Please, please help me. Not only am I missing {$1300.00}, but I do not feel that I should owe money that someone else spent, especially since I told them right away that it was happening!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2022-08-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: To whom it may concern : My Roth IRA through USAA Federal Savings Bank was liquidated per my divorce decree. On XX/XX/2015 the Year End Summary value of my portfolio was {$22000.00}. Year End Summary on XX/XX/XXXXYear End Summary value of my portfolio is {$0.00}. I am unable to locate where this money was transferred to and on what date. Numerous phone calls to USAA are unsuccessful as USAA claims to have no knowledge or documentation and my ex-husband claims he never received it? There must be some sort of documentation or record regarding this?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 56560
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-18
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have never had a USAA account in my life, nor have I applied for one. I heard that you can only have account if marriage and I'm not married. Nor have i lived at the address its stating XXXX XXXX XXXX XXXX, Ga XXXX Nor have I had the number XXXX nor have i had the email XXXX I'll like all these so called accounts removed from all Platforms that USAA reports too. Accounts numbers : XXXX, XXXX, XXXX, XXXX, XXXX, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On or about XXXX XXXX, I attempted to make a {$10000.00} deposit to my XXXX XXXX XXXX from my checking account at USAA from within the XXXX app. I received an error message that stated it couldnt be processed and to try again. I checked my USAA account, saw no monies missing and re-attempted on XXXX XXXX and was able to deposit {$10000.00} into my XXXX XXXX XXXX. On XXXX XXXX, I received an email from XXXX XXXX stating that my deposit had been returned due to NSF. I realized that the transaction I thought had been unsuccessful was actually successful and it had attempted to withdraw the money twice which resulted in the NSF ( despite there being only XXXX withdrawal from my USAA account and XXXX deposit to my XXXX account ). I immediately called XXXX and was reassured that my money had already been sent back to USAA. I called USAA after speaking with XXXX and was told that because it was an external institution, the return of my funds could take XXXX business days. I called USAA again the following Monday ( XXXX XXXX ) for an unrelated reason and also spoke to banking. I was again told to give it another day or XXXX. I spoke to USAA again on XXXX and was told by a representative that it actually can take XXXX business days for my funds to be returned and that I had XXXX options : either wait until Friday, check my account and call again if needed or the representative could go ahead and create a work item to figure out where the funds are. I opted for option XXXX. I checked my account Friday, XXXX, and still no funds. I called USAA on XXXX to check on the status of my work item and was told that they had closed my ticket and I was not informed. The USAA representative said that I needed to get a XXXX trace number from XXXX per their request. I called XXXX and was given both their trace number and the USAA XXXX number. I then called USAA again and was able to create another work item for them to find my funds. I just received another notification ( XXXX ) from USAA saying they need another trace number ( already given ) and/or to reach back out to XXXX despite them having already released the funds back to USAA. It is now over XXXX weeks since the initial transaction and neither bank is being helpful towards me with getting my money back. This whole process has been entirely unnecessary and should be significantly more simple than it is. I made a test deposit from my XXXX account to my USAA account and the money was in my account same day. It is unacceptable that XXXX weeks later, I am still missing {$10000.00} because either company has not sent the money back or they have not routed it back to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 I reported fraud on my banking accounts to USAA. They determined that I had had an account takeover which affected at least three checking accounts. I went through each account with the representative to identify the fraudulent activity which totaled over {$10000.00}. The representative said they were sending it to the fraud department and advised us to change all account usernames, passwords, and security questions, which we did. On the XXXX of XXXX I called to get an update. I had seen no correction in the accounts and had not been contacted. All the accounts were still locked. The representative found that nothing had been started but they werent sure why. They sent an inquiry to the fraud department and said it would take 3 days to get a response. About 4 days later I called again. This representative didnt see that anything had been done yet and sent another request for status and action to the fraud department. I waited another week and called again. The representative sought input from their supervisor but couldnt get any further status. Finally, on XX/XX/XXXX a representative called and said they were working on the accounts and would remove the fraudulent charges. It is now the XXXX of XXXX, over 5 weeks after I reported the issue and the accounts are still locked and the charges are still in place. During this time, I have accrued charges from other institutions because they couldnt process bill payments. I havent been able to access my paychecks which have been deposited and the checking department from USAA called trying g to collect the {$10000.00} from the bad check from me despite the accounts being locked and flagged for fraud/account takeover. The time to resolve the issue has been unacceptably long and I have been unable to get any status or explanation no matter how many times I call. XXXX lack of action is now risking my credit score because I cant access my money to pay bills on time. I find the entire experience completely unacceptable. After 20 years with the same bank I now believe they have serious security issues that they are over their head with but that they are trying to hide it from their customers. I want this issue resolved now so I can secure my money with a trustworthy institution and avoid further financial damage to myself caused by USAAs inability to handle account intrusions and restore accounts after hacking and fraud.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NM
Zip: 870XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA FSB ( USAA ) failed to process my disputed transaction with XXXX XXXX, which was submitted on XX/XX/2022. XXXX XXXX ( XXXX ) failed to deliver furniture items that were promised to be delivered in XX/XX/2022, after I purchased items online XX/XX/2022. XXXX was informed in XX/XX/2022 that I wanted to cancel the order and I requested a refund. An XXXX representative confirmed my request, but stated additional time was needed in order to process my refund ( 7-10 days ). To date, XXXX failed to process my refund and that lead to me filing a dispute with USAA. USAA is negligent because it failed to process my dispute. I called USAA on XX/XX/2022, requesting an update on the disputed transaction. The representative did not have any updates on the dispute which lead me to believe nothing was done. Later on that day, I received alerts from USAA informing me that a temporary credit was issued. Simultaneously, USAA sent a settlement letter informing me that the dispute was closed because the " required time frame '' had elapsed. USAA 's actions appear to indicate no work was done in good faith to process my dispute. Rather, USAA simply sent a generic explanation regarding its failure to process my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 601XX
Submitted Via: Web
Date Sent: 2022-08-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-16
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Im not understanding how i endorsed my social into a consumer credit transaction and they denied me. i was able to get auto insurance but no insurance. i do not understand
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30504
Submitted Via: Web
Date Sent: 2022-08-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A