Date Received: 2022-08-06
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On Sunday, XX/XX/2022, I realized I was under an Identity Theft attack. I called USAA and informed that that my account had been compromised because the hacker had taken control of my XXXX phone. I informed USAA 's customer service that a fake checking account and a new savings account were created in my name at USAA. And a new credit card was ordered as well. I asked USAA to close the new accounts and shut down my XXXX existing credit cards. They told me they would. They did not. I found out later that week that not only had USAA reactivated my XXXX credit cards, but they had also sent a replacement card for my existing VISA. On Wednesday, I discovered this. I spent 3 hours with USAA customer service. Meanwhile, {$1800.00} had been charged on my old card XXXX. The hacker also charged thousands on the new card. While I realize that I will not be liable for any charges, USAA 's lax security measures after I reported this situation has caused me great stress. I believe USAA 's security measures are lacking in effectiveness. I have lost confidence in USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89128
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-07
Issue: Fraud or scam
Subissue:
Consumer Complaint: thread as all other messages from USAA, phone number " XXXX ''. These text messages notified me that two wire transfers were sent, in the amounts of {$9800.00} and {$7200.00}. The text message notified me to call " XXXX '' if unauthorized. I believe I called this number and spoke to an individual who I believe was from USAA. The individual informed me that I was being scammed and USAA would be stopping the wire transfers from going through. I was on the phone for over an hour with the individual. I did not give my password. This occurred shortly after I signed up for XXXX. I believe that the individual sent the wire transfers through the XXXX app, by accessing my acccount. I do not recall ever giving my password or pin number during this conversation. USAA stopped the wire transfer for {$9800.00}, or the transfer was otherwise unsuccessful. The {$7200.00} wire transfer was successfully completed. I believed that USAA was aware of this. I called USAA ( the correct phone number ) several weeks later to check on the status of the investigation and USAA informed me that I was not on the phone with USAA on XX/XX/2022. I requested a reimbursement. USAA informed me that they would be investigating and it would take a very long time for me to reimbursed and further stated that I may never be reimbursed. The USAA representative reassured me that they would fully investigate the matter. I called back periodically and there was no information regarding the investigation. I was passed to the office of the CEO at USAA. These individual were very polite but offered no explanation or update. These individuals informed me that someone would be in touch with me, however, weeks went by with no update. I was unable to speak to the same individual and was forced to repeat my request for reimbursement. I was never asked for supporting documentation even though I offered it to USAA. The fraud scheme spoofed USAAs phone number and I offered to provide these text messages to USAA but they were not interested in receiving this documentation. USAAs strategy was to delay by stating that someone would be in touch without the intention of ever resolving this matter or investigating. I demanded to be given an answer regarding whether my claim for reimbursement was denied. USAA representatives refused to inform me that my claim for reimbursement would be denied, if it was still under investigation, and refused to respond in any substantive way. After repeated phone calls to the Office of the CEO, I asked for the agent who is authorized to accept service of process on behalf of USAA for the purpose of commencing litigation. The representative refused to provide this information. Prior to this fraud, I had only sent wire transfers on the most rare of occasions, including when I purchased homes. Since USAA 's refusal to address this issue, I am transferring my money and closing my accounts with USAA in preparation for litigation. I intend to commence litigation imminently.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 148XX
Submitted Via: Web
Date Sent: 2022-08-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: There is a delinquent account reported on my credit from USAA for approximately XXXX. I was never made aware there was a bill that needed to be paid until I pulled my credit report. I never received any notice by mail, email or phone. When I tried to call to get this rectified I was told they cant do it and to go back to the credit reporting company. I have never had a delinquent account with them and again never received notice of an amount or balance on the credit card.
Company Response:
State: FL
Zip: 33611
Submitted Via: Web
Date Sent: 2022-08-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: Since we filed the complaint, we have had three telephone conversations with USAA Fraud Dept. They will NOT close account unless we get online to close. This was the whole problem originally, a hacker hacked into our account and ordered new cards & set up an online account. Originally we were promised USAA to send paper statements but this never happened. When I Finally got ahold of a Sr. Vice President, she sent the last 6 months of paper statements and We paid off the card. We sent as hand written letter requesting closing of account along with cut up cards signed by both of us. Since USAA lied to us about about the paper statements, there is no guarantee that the a hacker won't steal our card info again. USAA promised to take the delinquency off of our credit, but since they lied before, I'm not sure if this will happen. As a consumer, I have the right to freeze my credit info, why can't I close the USAA account or freeze it? USAA is an abusive Bank, they should have their Bank Charter revoked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 47403
Submitted Via: Web
Date Sent: 2022-08-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: As a federally protected Consumer, I am here to contest any alleged claims that you are now listing as consumer debt on my credit report. The Consumer requests verification in accordance with the Fair Debt Collection Practices Act, 15 USC 1692g Section 809 ( 8 ). ( FDCPA ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 604XX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-04
Issue: Trouble during payment process
Subissue:
Consumer Complaint: On, or about, XXXX XX/XX/XXXX I logged into my USAA account and saw a new message. This message is labeled Provide your information to Claim Funds ( dated XXXX XXXX XXXX, attached ). I opened the document and saw that there was an unclaimed check that was issued to me on XX/XX/XXXX for the amount of {$1200.00}. The document noted that I needed to respond by XX/XX/XXXX to avoid the unclaimed property from going to the state of Connecticut. The document had a form to fill out with information regarding how I wanted the funds delivered to me. I denoted that I wanted the funds deposited in my USAA checking account. I mailed the requested information to USAA. I do not know the specific day that I mailed the requested information, but it was early in the month of XXXX. I had several phone conversations with USAA regarding this document as described here : XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), XXXX XXXX ( XXXX min ), and XXXX XXXX ( XXXX hr XXXX min ). These phone calls revealed that the form was to avoid escheatment of these funds. During the phone call on XXXX XXXX, the USAA representative confirmed that they have my signed form in their system denoting how I want the funds deposited in my account ( logged in USAA XXXX on XXXX XX/XX/XXXX ) and that the funds can take up to 60 days to be deposited in my account ; based on this, the funds should arrive in my account by XXXX XX/XX/XXXX. The funds were still not in my account by the end of XXXX XX/XX/XXXX, which prompted me to call USAA again on XXXX XXXX On XXXX XXXX I spoke to XXXX representatives who all tried to find the document I was talking about. We eventually learned that the funds were issued from the Mortgage Department at USAA, but they could not locate the check nor issue me the funds. They also informed me that USAA received my signed document on XXXX XX/XX/XXXX ( which should have started the 60 day counter from there ). The best they could do is credit the funds to my account, which will take another XXXX business days for the funds to arrive in my account. I have no confidence that these funds will be deposited to my account.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23601
Submitted Via: Web
Date Sent: 2022-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I submitted a debt disclosure statement to USAA federal Savings Bank in reference to validate a loan. They responded back on XX/XX/2022 not validating the debt per the Truth in Lending Act at 1-5 U.S.C. 1601-1667f and 15 USC 1692 et seq.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29681
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, XXXX fraudulent ACH transactions occurred on my checking acct. One for {$9900.00} to XXXX XXXX and one for {$8800.00} to XXXX Credit Card. Each time the fraud was done by creating a bill pay recipient and then making an ACH payment out of our checking account. The same thing happened in XXXX for {$9900.00} and {$9800.00} ( these have been returned ). USAA failed to notify us that a new bill pay was created and also failed to notify me that my password had been changed on XX/XX/2022. I use the USAA app and was able to log in with a pin ( USAA site says this is more secure ) .However, I logged in for over a month without knowing my password had been changed. This is a flaw in USAA cybersecurity. This was done because evidently my husband is the primary account holder and we use is his login and USAA number. The fraud was done on my USAA member number/account that I had when I was on XXXX XXXX and do not use. USAA says that notifications were sent about password change and new bill creations, but no notifications are in their system inbox on our account and no email was received. We only found out last week that my password had been changed on XX/XX/2022. This same scenario took place in XXXX and we were never told that my account had been taken over. Instead, USAA only did a check on my husbands account. They offered no guidance in changing our passwords or further securing our account. During this time, USAA had filed the fraud as a debit card dispute which further delayed us getting our money returned. USAA is taking too long to return stolen funds. We notified USAA immediately on XX/XX/2022. We have talked to numerous fraud dept reps and to XXXX in the CEO office. We were told it is supposed to be handled in three days but that the fraud department is backed up and has been taking longer. It has been over three weeks and USAA has failed to return our funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I open an account online and they froze my account then they unlocked it then I deposited more money and then I ordered a debit card and then I tried to use the debit card and it was declined now they want me to identify myself
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 523XX
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-08-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Funds in the amount of {$79.00} was fraudulently stolen from my account on XX/XX/XXXX. The bank ( USAA ) initially reimbursed the funds on XX/XX/XXXX but took the funds back on XX/XX/XXXX, based on their investigation that said, " We can validate members information to the merchant documentation provided name, email id, and previous history with merchant. '' This is silly because thieves do not pull your name out of a hat, they link your account with the merchant. In my case, I did not place the fraudulent order but have in the past when my dog was alive. He passed away XX/XX/XXXX. However, I called the merchant " XXXX '' today at XXXX hours and spoke with a woman by the name of XXXX. She did not have my updated e-mail address on file. I had to give her my old email address to look up the account, so with that said, USAA said that they verified my email address with the merchant, but the merchant ( XXXX ) did not have my current email address at the time the money was fraudulently stolen. Due to several charges that led up to the amount of {$79.00} ; XXXX advised me that she would need the total of each amount and the date and therefore could not retrieve the information I requested, which was where was the order shipped to? I need my money reimbursed back into my account ASAP!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20748
Submitted Via: Web
Date Sent: 2022-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A