Date Received: 2022-07-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: My checking account with USAA had a balance of {$46.00} in which I went to pay the balance today and was told my account was charged off. When I asked how and why would my account be charged off without me being notified and the balance was only remaining for 3 weeks. Also I filed XXXX XXXX bankruptcy on XX/XX/2022 case number XXXX and they refused to recognize my bankruptcy please assist me In starting legal action against them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX, XXXX XXXX messaged me on XXXX asking if I wanted money. She didn't tell me what company she worked for, she just said she ran her own business. Being an unemployed, XXXX XXXX XXXX, I needed money to pay for tuition so I said yes. She emailed me a check of {$2500.00} and then asked for me to send {$1000.00} to her grandma to pay for her medical bill. I sent the money and then she asked me to send another {$1000.00} to her doctor. My mom saw the charges and told me it was a scam and I called my bank, USAA, and explained everything that happened. They told me that I would have to pay for the money I sent even though it was a scam.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-07-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, there was an unauthorized charge of {$340.00} made via my debit card to this company. I requested a refund but have been denied because they submitted a receipt to my bank claiming the transaction was initiated by me. I did not authorized this transaction nor have I received any service or merchandise from this company. I want my money returned to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30122
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-21
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I'm trying to close an account with USAA that I used to share with my wife. Even after removing her from the account things she had on auto draft still continue to try to be taken out of my account causing overdraft fees. I just paid {$280.00} in overdraft fees and I'm trying to close the account because I'm not using the account and it's just accumulating overdraft fees which I think is robbery considering I'm a XXXX veteran on a fixed income and this is supposed to be a bank for military personnel
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77070
Submitted Via: Web
Date Sent: 2022-07-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-20
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Starting in XX/XX/XXXX I started getting form letters from USAA stating that USAA had been notified by the USPS that my address had changed and that I needed to notify USAA of the change so USAA could update their records. I have gotten a letter every month since then. I DO NOT HAVE AN ACCOUNT WITH USAA. I complained to XXXX and a person named XXXX XXXX/Advocacy Advisor called me in XX/XX/XXXX saying I did have an account, then I didn't have an account and finally that I had closed an account over 25 years ago. He demanded I provide him with my SSN, I did not, and he stated that the letters would stop. They have not. I received another letter in XXXX, then a letter in XXXX from this person saying the position of USAA had not changed (? ) and again another letter asking for me to log into a non existent account to upgrade my address. This is harassment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95135
Submitted Via: Web
Date Sent: 2022-07-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-19
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: USAA over-drafted two accounts that had a XXXX balance and were requested closed. On or about XXXX XX/XX/2022. USAA seems to be providing inaccurate or misleading information in this matter. I have further information to be submitted. Is there any law in this instance that prevents me from removing my property from my account and closing said account? Did I apply for a loan for USAA to pay a third party debt collector, a foreign agency? Did I authorize such a thing? Did apply for a loan for such a thing? What was loaned ; was it money of deposit, or money of deposit? USAA appears to have sent out their own funds after I withdrew my property from the account. I never had any agreement or contract with USAA to loan money to a third party debt collector. USAA states I was restricted to credits only due to banking procedure ; is that a law? Is procedure law? USAA claims a garnishment order ; however the order USAA is referring is not signed by a judge or under the state seal. Which is known as seal and test of process. Under the 4th Amendment, property can not be seized without a valid warrant, which means it must be signed by the clerk and under seal of the court ; thus there was no valid warrant to seize property. As Coppage V. Kanasas clearly states, that money is the property of the employee. Money is property and can not be seized without a valid warrant. USAA seems to be relying on an incomplete instrument. The instrument USAA appears to have relied on is not signed by a judge, it is not signed by a clerk of the courts, and was not under seal of the court. XXXX XXXX XXXX XXXX is a private for profit agency ; a foreign agency. And therefore the funds can not be seized as it would be a clear violation of United States Code as well as Supreme Court Case Law. USAA comments that, I was aware, that I was notified ; can USAA provide proof in the form of registered or certified mail that was signed for. What proof does USAA have that I was aware by the bank on such and such date ; Does USAA have any evidence I received such a letter. USAA is claiming a legal process. However legal process can only be done when signed by a judge, and the clerk thereof under seal of court. It appears that the order USAA is referring was signed by an employee from a private companyXXXX XXXX XXXX XXXX XXXX. Property can not be seized without a valid warrant. The 4th amendment, and all writs must be under the clerk of courts and seal thereof. This does not appear to be a legal process in the lawXXXX XXXX XXXX XXXX XXXX is a privately held company in XXXX Florida.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 365XX
Submitted Via: Web
Date Sent: 2022-07-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 I was induced into transferring money to a XXXX account ( first transaction {$350.00}, second transaction {$500.00} - Total {$850.00} ). I was scammed by a member of XXXX named XXXX XXXX ( email associated with XXXX account : XXXX ). We primarily communicated on XXXX, where he used the name XXXX XXXX ( XXXX XXXX XXXX ). I buy and sell things that I no longer need on XXXX XXXX, and he asked if he could send the payment through XXXX. I said yes, but then I began to receive fraudulent emails from XXXX asking me to send more money in order to " upgrade my XXXX account into a business account. '' I did so at first and unfortunately sent two XXXX payments -- {$350.00} & {$500.00} -- before catching on. I have filed a formal dispute with XXXX through USAA but after waiting ten business days and asking for an update, I was essentially told that they can not do anything about the lost funds because XXXX is a third party transfer service. When I spoke to a representative at XXXX to assist me, they told me to call my bank because they ALSO can not fix the issue. Although the two transactions were authorized, I was induced into transferring the money, which I believe is covered in Regulation E in the Electronic Fund Transfer Act.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43201
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-18
Issue: Problem with fraud alerts or security freezes
Subissue:
Consumer Complaint: USAA Has without my consent placed a fraud notification on my credit reports with XXXX XXXX system. USAA Has been contacted numerous times by myself I have repeatedly instructed them to remove any fraud alerts with XXXX XXXX I have been told multiple times that this fraud alert has been removed or is under review to call back in a few days and I keep getting the runaround.USAA Is single-handedly ruining my credit history with my creditors as a result I am being denied credit institutions were I have excellent credit history because of the XXXX XXXX notice placed by Usaa.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91042
Submitted Via: Web
Date Sent: 2022-07-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-16
Issue: Lost or stolen check
Subissue:
Consumer Complaint: I ordered a Cashier 's check over phone with USAA on Wednesday morning XX/XX/XXXX for {$15000.00} for a new car purchase. I had additionally paid the extra fee for 1-2 day expedited shipping The money was debited from my account that same morning Wed XX/XX/XXXX and I received an inbox notification of the Cashiers ' check transaction on XX/XX/XXXX. The inbox notification states " to request a tracking number or to obtain a copy of the authorization, please allow one business day, then log on to usaa.com, our mobile app or call us at XXXX. '' By Friday XX/XX/XXXX, I had not received any notice of a tracking number on the mobile app or USAA.com. I contacted USAA by phone Friday morning XX/XX/XXXX to request a tracking number for the check. I was told they have no tracking number and they did not have any record of the check, but they did not see any errors and that everything was fine and they will put a note on my account that I called. I contacted USAA by phone Friday evening XX/XX/XXXX. After almost an hour on the phone, I was provided the same information, there is no recored of a check, and they can not provide a tracking number, but I should get one by Saturday XX/XX/XXXX. Saturday XX/XX/XXXX, I have not received a tracking number. I call the XXXX number for the third time. Again, they can not provide a tracking number, there is no record of a check, and they dont ' even have a check number. I was placed on hold multiple times before being told I was being transferred to a manager. After being on hold for another XXXX mins waiting for a manager, the call was disconnected from their end. - XX/XX/XXXX {$15000.00} was debited from my account for Cashier 's check that was supposed to be shipped in 1-2 days business days and a tracking number would be provided per their disclosure. - As of XX/XX/XXXX, USAA can not provide a tracking number, they can not provide a check #, and they can not provide any record of a check being produced. - Based on USAA policy, a cashiers check can not be cancelled for 90 days. - So based on their own policy USAA is holding {$15000.00} of my money for 90 days that they have no record of. - {$15000.00} is missing from my bank account, and USAA has no record of it. I've contacted USAA support 4 times in two days, been provided no assistance, no answer, no resolution, and been disconnected.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 19026
Submitted Via: Web
Date Sent: 2022-07-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I previously submitted a complaint to the CFPB ( # XXXX ) regarding USAA 's XXXX of my notice of an unauthorized transaction error on my account. This original complaint is attached to this complaint. USAA did not properly respond to my original complaint. USAA exceeded the CFPB 's complaint handling timeframes, and their eventual response did not actually address the complaint it merely indicated that they had " initiated another review, '' which was never, in fact, completed. They further stated in the response that they are We are currently researching to ensure that the correct resolution is provided to you. Our Bank XXXX XXXX team will contact you with additional details. '' However, USAA never responded and completed the review. I called on XX/XX/XXXX, and spoke to staff of the XXXX XXXX team, who confirmed that they had identified a criminal who processed the unauthorized transactions on my account. This staff member stated that they would submit an affidavit for further review, and that a resolution would be a refund by priority mail checks from USAA, by XX/XX/XXXX. On XX/XX/XXXX, I called again and was told that there was " no update '' and the " account is still being investigated. USAA failed to complete any of the steps it promised to do, including those required by Reg. E to provide an investigation of the unauthorized transaction, despite my multiple attempts to call and work with them, and despite submitting my original complaint through the CFPB. It is particularly concerning that USAA has not addressed my rights under the Electronic Fund Transfer Act and Regulation E, which were explicitly explained in my original complaint. Under Reg E, I am not liable for unauthorized transfers on my account which are timely reported. I reported the fraud within a few days of the occurrence. In an initial response to me, USAA indicated that i was liable because i had participated in a phone call where the criminal fraudulently obtained access to my account. As i stated in my original complaint, Regulation E is clear that USAA is required to limit my liability for this transaction under these circumstances. Regulation E is extremely clear that A TRANSACTION IS UNAUTHORIZED EVEN IF A CONSUMER PROVIDES AN ACCESS DEVICE TO A FRAUDSTER, IF THE ACCESS DEVICE WAS PROCURED THROUGH FRAUD. See 12 CFR 1005.2 ( m ), Comment XXXX ( An unauthorized EFT includes a transfer initiated by a person who obtained the access device from the consumer through fraud or robbery ). Here, the passcode was clearly procured by fraud because a fraudster lied and posed as USAA, and told me I could not get help with my account unless I gave them a passcode, and subsequently engaged in a fraudulent takeover of my account. Since the passcode was procured by fraud, it is an unauthorized transaction. In addition, even if USAA finds that i was in some way negligent while being defrauded by the criminal, consumer negligence is not a reason to hold a consumer liable for an unauthorized transaction. See comment 2 to 12 CFR 1005.6 ( b ). Therefore, USAA can not hold me liable under 12 CFR 1005.6 and is legally obligated to refund my account for the unauthorized transactions and associated fees within 1 Business Day, pursuant to 12 CFR 1005.11.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 01844
Submitted Via: Web
Date Sent: 2022-07-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A