Date Received: 2022-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a complaint against USAA Bank, who has prohibited me from accessing my savings and checking accounts and are holding the monies in my account hostage. USAA closed my primary checking account that I had with them for over ten years due to an unpaid balance that resulted due to an employment scam for which I was a victim. I contacted USAA Bank on XX/XX/2021 ; and informed them of the scam immediately after I realized that I had been victimized. I explained to the customer agent the nature in which the scam had occurred, also advising the female agent the level of investigation that I had exhibited to concluded that I had indeed been scammed. Not only had I been scammed but I prevented another unsuspected entity ( a law firm ) from being victimized of wire fraud. On XX/XX/2021, under the pretense of a company called XXXX XXXX, and contacted me via email after reviewing my resume on XXXX. I completed a full interview with an interviewer from this company XXXX XXXX, advised I was hired for the position and would need specific types of software required for the position. I was conned into believing that a check that was forwarded to me for the purchase of software was required for a home-based office to work for this company. I was advised via text through a communication app called XXXX to deposit the check for {$5400.00} into my personal account and send certain amounts of monies to the so-called software administrator. I sent the first transaction of {$1000.00} via XXXX to an email address as instructed, however, I was requested to send another {$1000.00} to the same email address, which I questioned the interviewer why I was not advised to just send the full amount necessary to acquire the software from their vender. When the interviewer explanation did not make sense to me, I advised the interviewer that I was experiencing issues with my bank application and would have to give customer service at the bank a call the next morning since it was after XXXX p.m. He advised he will call me back the next morning. I conducted the investigation throughout the night to discover the check that was forwarded to me was a valid check, however, I was stolen information cloned from an account of a law firm in Florida. Using the name of the individual listed on the check, conducted a cross-study research which revealed, that XXXX XXXX, XXXX, ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) Attorney XXXX XXXX serve as judge and partnered in a law firm there in Florida. I sent XXXX XXXX an email with the information that was forwarded to me ; and advised of what was going on and asked if the check was legitimate and if she was aware of the company. The following morning, Attorney XXXX XXXX responded to my email declining any knowledge of XXXX XXXX company ; however, the check was valid on her firms checking account. I advised her to contact her bank and vice versa. I also called the law firm on XX/XX/XXXX, to speak with XXXX XXXX because I was not aware she responded to the email that Id sent the previous night. I spoke with her partner at the firm and explained the entire process and how I located their company through investigation. He was intrigued by my investigative skills. He also advised that I should contact XXXX to informed them of the scam being conducted through their creditable sight as well as my bank which is what I did. I contacted my bank immediately after speaking to the partner at the firm and reading XXXX XXXX email response. After speaking to the representative at length and providing her with a timeline of the entire incident, it was her determination that since it had been less than 12 hours since the incidence occurred, the bank where the XXXX payment was sent could be requested to block/stop the transaction or provide information regarding the transaction for a police report. I was advised that my case would be referred to the fraud department at the bank and would be contacted if additional information would be required. However, after a a week or so with no contact from the bank. I contacted USAA in regard to an update with the fraud case and was informed that a fraud case had not been investigated, because I was being held responsible for the outstanding balance on the account. The male customer agent in the fraud department of USAA informed me that USAA was already aware of this type of scam involving USAA customers. I proceeded to inform the bank agent that I was the one who called to inform the bank about this scam and that the remaining deposit of {$4500.00} in my account showing available in my account but should be removed, neither did I touch those funds in the account. After several calls and contacting USAA fraud department and the supervisors refused to further investigate or comply to my requests for additional documents relating to my fraud claim be sent to me to process an outside claim or police report I was denied ; and my primary checking account was closed for the unpaid fraud transaction of {$970.00} after thirty days. USAA bank, since then has blocked my access to my other three accounts I still have open with them and will not allow me to withdraw my {$2000.00} plus from these accounts, nor will they close the accounts at my request. I attempted to pay the amount that my account as being held hostage over, but I was advised the account had been written off and transferred from one department to another without any resolution. I am not the only customer who has recently encountered this behavior from USAA against veterans since the favorable outcome of the lawsuit by the VA and its veterans. It is my strong belief that I am being discriminated against. I have suffered great losses due to USAA accepting funds into my accounts but would not pay transactions that had been submitted for bill payments, security system and car payments. I have endured XXXX of dollars in returned payments, late fees, and account closures due to auto payment failures. I also reported the scam incidence to other appropriate agencies i.e., police department, online FBI report, USAA the law firm of XXXX XXXX at XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX ; XXXX, where the scam was originated, and I have proof of the reports and other communications also.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XXXX XX/XX/2022 at XXXX hours, I, XXXX XXXX received a phone call from what I believed was USAA. The caller Id stated USAA and the phone number matched the phone number that is used by USAA. The caller contacted me and requested account information just as the actual USAA representative would ask. I was informed by my caller that there has been multiple attempts for wire transfers on my account ( XXXX ) and requested if I was the initiator of these transfers. I informed the caller I was in fact not initiating any wire transfers and if there are wire transfers then they would be fraudulent. The caller stated he would assist me in fixing my account and stopping the wire transfers. The caller sent me 2 text messages from the USAA phone number for a verification code. The caller also sent me and email with the companys logo in the corner and the email address was the same address I have received emails from in the past from USAA. While I was engaged in conversation with the caller I contacted USAA customer service line on a separate mobile device to inquire the legitimacy of the initial caller. The USAA representative informed me the initial caller was in fact a scammer. While speaking to the USAA representative I attempted to change my account information so as to block the scammer from withdrawing any funds from my account. Unfortunately I was too late and the scammer initiated a wire transfer in the amount of {$1100.00}. I informed the USAA representative of the transfer and he stated he would reverse the wire transfer and my funds should be back in my account within 10 business days. The USAA representative informed me I should change my account login information in an effort to prevent any further fraudulent activity. As per the representatives advice I changed my username, password, and PIN number. I patiently waited for the incident to be rectified and my funds to reappear in my account. On XXXX XX/XX/2022 my funds had still not been credited to my account. I contacted USAA to inquire where my funds may be. The representative informed me that the initial reversal of the wire transfer was canceled due to unknown reasons, but they could initiate another reversal and contact me the very next day to provide me with any and all updates. I never received a phone call with any updates regarding my funds. On XXXX XX/XX/2022 I still had not yet received my funds from the total account takeover I experience on XXXX XX/XX/2022. Again I contacted USAA to inquire on the whereabouts of my funds. I initially contacted what I believed was the fraud department. After explaining the situation to the representative he recommended I be transferred over to the wire transfer department. While speaking with the representative from the wire transfer department I was informed that no new notes were added to my account regarding the incident, but a second wire transfer reversal was initiated on XXXX XX/XX/2022 and a request for the total account takeover was initiated to contact me. The representative stated it typically takes the total account takeover department approximately 3 days to reach out to you, but I never received an attempt to contact me from that department. The representative also informed me that the second wire transfer reversal was canceled due to an already existing request for reversal from XXXX XX/XX/2022. The representative stated at this point she has no new information and can initiate a new request for the total account takeover department to contact me. The representative also stated that the time frame of this process is flexible due to company policy being the will not credit the funds to the account until the receiving bank provides information of the transfer. The representative also stated that some banks never respond or provide information. I was informed by the representative that they are unable to provide me with any other information and stated that I must wait 3-7 days to speak to the the total account takeover department to inquire what is going on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 308XX
Submitted Via: Web
Date Sent: 2022-08-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Per USAA report to me on XXXX via another CMFB complaint, I was removed from the USAA jointly held account # XXXX on or around XXXX without my knowledge or consent. I did not call, nor login online, nor sign a signature card requesting to be removed from this account. Furthermore, any signature that did remove me from this account would be a FORGERY. Any login that indicates I removed myself from this account would also be fraudulent as I did not do such. At the approximate time I was taken off acct ending in XXXX, there was {$6100.00} in the account. The following deposits totaling {$13000.00} were subsequently made to my joint account ending in XXXX ( ***after my removal ) for a total of {$19000.00} in credits to the account in the weeks subsequent to my removal : XXXX {$4500.00} XXXX {$400.00} XXXX {$2400.00} {$3000.00} XXXX {$1000.00} XXXX {$100.00} XXXX {$100.00} XXXX {$200.00} XXXX {$300.00} XXXX {$320.00} XXXX {$500.00} XXXX {$100.00} XXXX {$120.00} XXXX {$32.00} From my joint account for which I was fraudulently removed, please note the following debits and withdrawals : XXXX {$7100.00} {$1000.00} XXXX {$500.00} XXXX {$320.00} XXXX {$680.00} {$8500.00} XXXX {$370.00} XXXX {$100.00} {$530.00} autopay of loan XXXX These debits totaled {$19000.00}, resulting in the account being overdrawn approximately {$22.00} ; nominal interest is not considered. This account was subsequently closed after I was fraudulently removed from it and the contents were drained.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31021
Submitted Via: Web
Date Sent: 2022-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: on XXXX XXXX the bank charged my account two times which was not authorized by me and alleged sent to my gas company no r was it sent to my gas company in XXXX they charged my account two times as mortgage payment which was already paid my a mortgage payment i did not authorize the double payment they did the same for XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2022-08-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: -USAA Banking : inquiry/ investigation and no action -XXXX : no action taken -FBI cyber crimes complaint XXXX no action taken XXXX XXXXXXXX XXXX : XXXX transaction - {$1000.00} : dollar amount from fraudulent scam transaction authorized by buyer I initiated a XXXX fraud/ scam complaint with my bank, USAA on XX/XX/2022 XXXX My bank informed me on XX/XX/2022 that I would not receive a refund credit to my savings account because the XXXX transaction I had authorized to a scam seller/ service provider is not Federally insured.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22315
Submitted Via: Web
Date Sent: 2022-08-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-11
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: I recently filed a credit report dispute against USAA. First and foremost, they took longer than 30 days to provide a response as documented on my previous CFPB complaint. A direct violation of the FCRA. Secondly, they provided ZERO evidence on the investigation and just claimed they " conducted a thorough investigation ''. They also lied on the investigation report. " After making telephone calls and sending you notices about the past-due payment, no payment was received. '' " After making telephone calls and sending you notices about the past-due payment, no payment was received. '' " It is important to note that there was no record of you contacting USAA FSB to request payment assistance or to report fraudulent activity on your account. '' " ... our Bank XXXX XXXX staff conducted a thorough review of your credit card and confirmed that USAA FSB handled your account within established policies and procedures. '' -Let me explain how false these statements are. When I initially realized that I wasn't getting paid from the XXXX, I called EVERY SINGLE financial company that I had a loan out with. I contacted XXXX XXXX, XXXX XXXX, AND USAA. I am in the process of collecting logs from both XXXX and XXXX to prove my claim. If I called these 2 companies that I was going through a financial hardship, why wouldn't I call USAA? I even got on the XXXX financial hardship program. Secondly, the lies about the phone calls are absurd. Where is the proof that I answered the phone? I was in XXXX XXXX with a XXXX XXXX SIM card in my phone. Why wasn't an email sent? Lastly, they took over 30 days to conduct an investigation, almost 60, where are the results of this " thorough review ''? What were the procedures used? Please provide a detailed description of the procedures used. If this does not get resolved with this CFPB complaint, my next action will be to partner with a lawyer to pursue legal action.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20109
Submitted Via: Web
Date Sent: 2022-08-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA allowed {$8000.00} to be fraudulently transferred from my savings account despite being warned fraudulent activities were being executed. I disputed the transactions and USAA returned part of the funds but not all. I am still missing {$1400.00} and once again no one has notified me that my accounts were compromised and offered any resolution or concern to the fraudulent activity. Its like they dont care or are not concerned about my account security.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
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: In XX/XX/2022, I notified USAA FEDERAL SAVINGS that the cash back rewards amounting to {$1200.00} were erroneously removed from my account. USAA informed me the money was used to purchase gift cards. I disputed the claim and still have not received resolution. Despite me reporting to USAA that fraudulent use of the cash back rewards points occurred, USAA continued to allow additional purchases of gift cards through my account. Totaling more than {$1700.00} cash back rewards being fraudulently removed from my account. Once again USAA fraud department did not contact me via email, phone, or mail to notify me of the fraud activity or that my account is comprised.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: USAA Federal Savings allowed 2x checking accounts to be opened under my profile after I informed them unauthorized wire transfers were being executed without my consent from my USAA Accounts. The checking accounts were used to remove and transfer {$35000.00} to fraudulent banking accounts in XXXX. USAA Fraud department sent no emails or made no phone calls to update me on the fraud or the actions the company is taking to fix the known fraud. The company hasnt even reached out to let me know my data was/is compromised.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-10
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have ( XXXX ) separate Estate checking accounts with USAA that I established as the Executor of both estates. Both accounts have had {$0.00} balances for months and months. There are no outstanding transactions. I have sent a letters to USAA asking that the accounts be closed. I have tried on the phone multiple times to close the accounts. I keep talking with ill informed and incompetent people who keep saying there is missing documentation, but they can't tell me that means nor can they provide me what documentation is missing. The first account is titled is The XXXX XXXX XXXX XXXX, # XXXX. The second account is The XXXX XXXX XXXX account, # XXXX. I have talked with banking representatives and I have talked with customer relations representatives. Thus far the only thing that has been accomplished is to increasingly raise the level of my frustration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27518
Submitted Via: Web
Date Sent: 2022-08-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A