Date Received: 2022-07-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, On XX/XX/XXXX, we were contacted by a fraudster pretending to be a USAA representative notifying my husband XXXX of possible fraudulent activity on our account and he wanted to verify and secure our account. He called from USAA 's phone number as though he were indeed an employee of USAA. We later found out he had hacked my husband 's account and was looking at our account in real time. Part of his " verification process '' included asking XXXX specific amounts of transactions to specific companies paid out by us. He wasn't exactly sure so he conferenced me in to verify. I listened and also logged in to verify and the account amounts and payees were exact. So, I and my husband thought he were with USAA. As the call went on, I got suspicious. Soon after, I received a text message from USAA asking if I had initiated a wire transfer in the amount of {$9800.00}. If not, call XXXX if unauthorized. I placed my husband and the fraudster on hold and proceeded to call the number. At the same time, I sent my husband a text message to let him know because we had both become suspicious. Once on the phone with " REAL USAA '' I explained the situation and asked if the fraudster was a real employee of USAA. He advised me that he was NOT! I sent my husband a text immediately! We were given instructions on what to do and transferred to XXXX. XXXX was to secure my husbands account and recall the wire transfer. While speaking with XXXX, he started to sound exactly like the fraudster because the line of questioning was almost exact! I was very loud and obnoxious and asked XXXX to hold while my husband called a different fraud number to verify his credentials. XXXX turned out to be legit. So, he went on to tell us he did a recall on the fraudulent and unauthorized {$9800.00} wire from our savings. There was no reference number given, no transaction id, no name of the fraudster, NOTHING. While XXXX was about to wrap up ANOTHER wire transfer in the amount of {$9800.00} went through. I was literally screaming in the phone by now. XXXX advised he would initiate another recall for this unauthorized wire transfer as well. We were advised the return of our funds would take between 3-5 business days after the " investigation '' was complete. We were also charged a {$20.00} fee for each transfer. XX/XX/2022, we received a wire-in transfer of {$9700.00}. We initially thought this was part of the resolution. No, it was not. After 3 failed status update phone calls, we call on XX/XX/2022 if I'm not mistaken and spoke to XXXX. Thank XXXX! XXXX advised us that the wire-in transfer of {$9700.00} was not a correction but indeed a rejected wire transfer that came back because the account numbers did not match. That was one of the wire transfers initiated from our savings account that was returned because the USAA and what we later found out from XXXX was a XXXX XXXX account number did not match. They charged an additional {$40.00} to return it. Apparently, the fraudster tried opening an account in XXXX 's name. Thankfully, that did not work! THERE WERE NEVER ANY RECALLS INITIATED ON XX/XX/2022. XXXX proceeded to advise us there was NEVER a recall requested for the second wire transfer for {$9800.00} from our savings account. XXXX went ahead and placed the recall for us that day and also gave us reference numbers and transaction id 's for both transactions. He also gave us the names on the fake accounts. We initiated a complaint regarding XXXX 's lack of competence and initiative to do his job. We believe this could have been prevented had he done so. Again, we were advised 3-5 business days to hear something back. So, we call back XX/XX/2022 and speak with XXXX. By now, we are getting way past impatient but still trying to remain professional. XXXX gives us an update and affirmed that XXXX had done exactly as he should have. So, I began to ask XXXX if there were any notes showing we had reported the unauthorized wire transfer on XX/XX/2022. He looked under my profile where he found the notes XXXX left. He seemed quite disturbed to say the least. He too thought XXXX 's lack of handling the fraud report was a huge problem. XXXX felt the same. XXXX noticed the reporting of the unauthorized wire transfer along with a few other notes. He soon got the big picture of what was going on and it was not good. I asked for a provisional credit since this has gone on for way too long. I was denied. I then asked XXXX, why wasn't the Federal Reserve 's Regulation E procedures being followed. I read Section 205.6 and referenced Section 205.11. He gave pause and advised he needed to complete a form and have my call escalated since I asked him directly about Regulation E and read it to him. My husband and I were both confused as he left us on hold for a few minutes and advised someone would call me within 3 business days. Yesterday, I received an email from XXXX XXXX XXXX, Advocacy Advisor from USAA. It says " Thank you for bringing your concern to our attention. My team at the USAA Federal Savings Bank works in conjunction with the CEO 's office, and I am researching what occurred. I will contact you shortly to discuss this further. '' Section 205.6 of Federal Reserve 's Regulation E is below. https : XXXX # XXXX ( b ) Per what I have described, it was not followed. We believe USAA has not only disregarded Federal Reserve 's Regulation E. We believe they have violated the Bank Secrecy Act and that the Financial Crimes Enforcement Network should be notified.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30519
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
Issue: Money was not available when promised
Subissue:
Consumer Complaint: Submitted international wire transfer to XXXX on XX/XX/XXXX, bank set deadline no later than XX/XX/XXXX, obviously not received anything by that date. Called bank back and found out, all funds going to XXXX has to go through extra review process by XXXX, which has no timeline whatsoever, so ive decided to cancel transaction, and since then XXXX just holding my money ( routine review process ) even though money not going anywhere, multiple requests to expedite and release funds have been submitted by my bank, and 0 response received whatsoever, XXXX totally unreachable and apparently can keep reviewing my money for years if they want to. Almost 90 days already past of reviewing money which is not going anywhere, absolutely ridiculous and all I'm trying to do is get my money back so i can pay rent and bring food to the table.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-14
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: I opened a dispute for a XXXX transaction that was made on XX/XX/2021 for the amount of {$200.00} for service that was not provided from the original merchant. USAA response was that I had provided insufficient evidence to dispute the transaction in my favor. Upon a XXXX Complaint and CFPB Complaint their Office of the CEO relayed to me that due to XXXX Laws they were not able to request a refund for the amount a second time without approval from the Merchant ( XXXX ). I then requested the approval from the original Merchant ( XXXX ) and upon submission of the approval for a refund of the amount in question ( {$200.00} ) USAA has repeatedly denied the re-opening of the Credit Card Dispute or any resolution to the transaction being refunded. I have provided countless documentation of evidence that supports my right to a refund but they have disregarded it all and have told me MULTIPLE different things. " I need to contact the collection agency to resolve the matter '', " I need to have the Credit Card Dept. handle my request. '' ( The Credit Card Dept. transfers me to the Dispute Dept. ), " I have passed the window to reopen and reassess the dispute. ", and " I am responsible for payment of the amount regardless of my documentation ''. I have received countless harassing cards from XXXX XXXX for Collection from this Transaction, I have been severely harmed by the impact it has had with my Credit Report as they have continuously reported false information ( Late Payments and Charge Offs and reporting my account as Open when it was actually Closed ) and I have had to deal with countless people misinforming me. I want this resolved and the amount on my account set to XXXX like it should of been months ago! I want my Credit Score/Report fixed and I do not want to have a single dealing with USAA ever again! If I have to get a Lawyer for this issue I will as I have already tried everything through the proper channels only to be harassed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 635XX
Submitted Via: Web
Date Sent: 2022-07-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In XX/XX/2022, I reported scam/fraud to my bank ( USAA ) for someone getting my login information who then deposited fake checks and wired money out of my account and resulted in the bank ( USAA ) making me reliable for the {$10000.00} that was stolen. As of XXXX XXXX, they have frozen my bank accounts and stated that I am no longer eligible to bank with them ( USAA ). They also will be sending the case to collections if I do not pay them back within 60 days which will severely impact my credit. I have been a long time customer ( over 10 years ) with no issues and the bank ( USAA ) is unwilling to help me with the scam/fraud and has created a huge problem for me and my family. I can not pay my bills since they are withholding my money, bills that were paid are bouncing and resulting in even more fees, and the bank ( USAA ) has turned me into the bad guy since my login information was compromised. I thought I was a member of a customer loyal company but they ( USAA ) have completely turned their back on me. It is hurtful and has caused extreme stress and pressure on my family. This is shameful coming from a company that states they are there for their customers who are part of the military family and community.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30052
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA never sent a formal communication stating that they intended to collect a debt, in accordance with the fair debt collection act. Instead, the closed a checking account that was overdrawn. The official communication sent regarding the account closure on XX/XX/XXXX states that the account was closed and would only be reopened to accept withdrawals and deposits as required. If required, I would be notified. In all other instances, any deposits would be rejected and returned to the sender after 30 days of the notice. I spoke with a banking representative with USAA on XX/XX/XXXX to confirm that the account was indeed closed and to ask what would happen to any ACH deposits made to said account. The representative confirmed that the account was closed and that any deposits made would be rejected and returned. On XX/XX/XXXX, my employer informed me that a trace against an {$590.00} ACH deposit showed that it was not returned. After speaking with XXXX and Checking Services at USAA, I deduced that the bank did in fact keep the ACH and used it to offsets the amount owed on the checking account. I have yet to receive any communication from USAA regarding them opening the account in order to keep this deposit. Additionally, USAA never informed me that they were attempting to collect a debt. Instead, I have communication stating that the account was closes, that deposits made would be rejected after 30 days, and that I would be notified in the event the bank was " required '' to re-open my account. I am demanding the return of these funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80123
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: I am writing this complaint and the faith that CFPB can assist me with a dispute a charge of {$300.00} to my debit card account on XX/XX/2022. Charges for goods were not the intended merchandised and delivery of property was different from that agreed upon with XXXX XXXX. The Washer and Dryer delivered damaged and the merchant refuses to take them back. I am requesting that the error be corrected, that any finance or other charges related to the disputed amount be credited to my account, and that I get an accurate statement. I reached out to the financial institution on the day of the delivery on XX/XX/XXXX. XX/XX/XXXX the bank failed to protect me as a consumer under the ( REGULATION Z ) and the Fair Credit Billing Act ( FCBA ) which to protect me the consumer against inaccurate and unfair credit billing and credit card practices. I also enclosed numerous calls made to the merchant that day and also numerous complaints against the merchant Also I filed an Attorney General complaint against the merchant. I was able to recover a part of my refund due to two forms of payment methods XXXX and USAA. XXXX was able to recover a part of that refund but USAA refuses to dispute. Once I file the dispute I never received any Electronic or mail communication with the bank All information was provided orally. I never consent to bank communication to be sent on their website. I had to through several communications on their website to get whatever information they said they needed from me. USAA failed to assign the case to any analysis. I had to call several times in other to assign the case to someone and they finally did, they slapped me when did I return the merchandise to provide a written statement and I never received any communications from the Financial institutions. I have stated clearly that the merchant refused refunds and they refused to collect the broken items from my house I was in any capacity to take two XXXX washers and dryers to be returned. Merchant also did a swap two of my XXXX XXXX washer dryer which only my dryer was not working and when I made the purchase both him and I had agreed to take my washer and dryer and pay {$700.00} for a set of white washer dryer and the hope that what I paid him worked based of his words that he had two fully function washer dryer for {$700.00} however, both defected items. This Merchant XXXX XXXX has a reputation for unwillingness to resolve the dispute. In order for USAA not to dispute the charge, they prefer to yell at me, and hang up the phone on me, give me pushed back saying they are educating me on the procedures, refuse to transfer the call to the supervisor, state that they are not operating under any supervision. No legal document was sent to my house concerning the issue, requested for a supervisor to call and a dispute analyst to call, but nothing was done. USAA XXXXXXXX XXXX did nothing and ignored all of my requests. For them to dispute the charge with I tell me " I AM A VICTIM OF A SCAM '' they are telling me to state in writing when I returned the merchandise when I have clearly stated the merchant is not willing to return it. Once they provided provisional credit I went online through XXXX XXXX XXXX and buy myself a Washer with the provisional credit because I had no extra money to buy it brand new. Now USAA decided to deny the case and OVERDRAWN my account. I have no means to pay that or am unable to cover this overdrawn. On the same delivery day when the merchant brought the merchandise to my house, I reached out several times and sent pictures letting him know that the washer and dryer were defective. Also, I reached out to both USAA and XXXX to file the disputes Wholesaler household appliances in XXXX, Florida has Service options : In-store shopping Delivery Address : XXXX XXXX XXXX XXXX, XXXX, FL XXXX XXXX : Closed Opens XXXX AM Wed Phone : ( XXXX ) XXXX Enclosed are copies of documents supporting my position and experience. Please correct the error on my account promptly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32211
Submitted Via: Web
Date Sent: 2022-07-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022, my wife and I were away from home to be with a dying family member. Scammers called posing as our water and power department threatening to shut us down if we didn't pay right away. We had someone staying in our home in XXXX XXXX taking care of our animals. We tried to put a XXXX payment through from our bank ( USAA ) which said they could not let it go through until that Monday. We soon realized the person on the phone with us posing as XXXX XXXX was a scammer and called the bank back to cancel the transfer. Even though they said it wouldn't go through, it did. The Bank said the transfer wasn't fraudulent even though the smallest investigation proves it was ( USAA lists the recipient as XXXX even though one call to them would corroborate the fact that it was not them ). XXXX takes XXXX responsibility and USAA is now ignoring all the escalations they keep promising. We are out {$980.00}. USAA said it was going to the escalation department twice, but they never got back to me. When I followed up, there was NOTHING being done, considered or escalated. XXXX is a magnet for fraud and totally unregulated as a normal bank transfer would be. We are the victims of fraud and unprotected by our Bank, USAA. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90026
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Between the dates of XXXX and XX/XX/XXXX, five deposits were made in the amount of {$5000.00} each, leaving my account with a XXXX surplus. I called USAA notifying them that these were not done by me or my mother. The representative looked through the accounts and explained that what they were looking at was very typical of some type of criminal activity. They hung up with the representative and assumed this would be taken care of as USAA has always done right by my mother. She was reassured that none of her other individual accounts through USAA were linked to this shared account that had been hacked. From XXXX daily deposits and withdrawals were made again in the increments of XXXX, this time leaving a balance of XXXX as of XX/XX/XXXX. From XXXX, XXXX withdrawals were made in XXXX increments leaving the account with a balance of XXXX as of XX/XX/XXXX. Our issue is that at no time were we notified by email or phone of these transactions, nor was this account flagged by anyone in the banking department as suspicious. This should have been done on the when the initial call was made to USAA making them aware of unauthorized activity on the account. On XX/XX/XXXX a closing transfer credit of XXXX was issued to this account, no email or phone call was given again in regards to this deposit, nor are we sure of where that came from. On XXXX {$13000.00} was depleted from my moms savings and {$7400.00} was depleted from her checking by USAA and applied to this shared account. Again no notification was given from USAA. On XX/XX/XXXX my mom, while on vacation, tried to take money out of her account, and was denied access as she was showing a balance of XXXX. When she pulled up her account she saw that both her savings and checking were totally depleted. She immediately called USAA to inquire about this and after 2 hours of being on the phone she was able to close the shared account. Sadly, the line was disconnected before they could finish figuring out how she will regain her money that USAA used to cover the fraudulent transactions. Today, XX/XX/XXXX, I have spent over 3 hours on the phone speaking to 3 different people trying to determine what needs to be done about this account. All I have been told is that these were not internal transfers, and that my moms accounts were depleted because USAA exercised their right to terminate the account based on the depository agreement that was signed. We do understand that USAA has the right to the funds if the accounts were determined to not be fraudulent. However, we do have some concerns with the handling of this situation after USAA was notified by my family of the suspicious activity. These are the concerns we have and no one has been able to answer them : 1. How does someone withdrawal XXXX in one day without notifying the account holders after the account was supposedly flagged by USAA as suspicious? 2. We were reassured by a USAA representative that my mothers accounts were not comprised with this fraudulent activity, yet they were depleted to cover USAA 's negligence in the handling of the comprised account. Why was this account not closed when the initial call was made? Why did it take the account reaching a XXXX balance for that to happen? How is this account not insured by the FDIC? Why was my moms account depleted with no explanation given. 3. No investigation has been done to our knowledge. We have not been given any guidance in terms of how to file a grievance with the account and no attempt has been made to rectify this situation at all on USAAs part. I have also sent an email to XXXX XXXX on XX/XX/XXXX stating this very complaint and asked that it be handled by someone other than the representatives we were talking to in the fraud department. We still have not heard from anyone from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 218XX
Submitted Via: Web
Date Sent: 2022-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I had an auto loan with USAA for an XXXX XXXX XXXX and in mid XX/XX/2022, I struck a deer and the car was totaled. Insurance didnt pay the full amount and left me with a {$250.00} balance. I had to purchase a new vehicle. I called USAA and told them that because I had to buy a new vehicle, I was unable to afford to pay a full payment on the account which was {$160.00}. I made an agreement with them that I would pay {$50.00} a month on the remaining balance until it was paid off. I told them if I get extra money, I will pay it off sooner. They agreed and I confirmed with them that I would not charge me late fees or report it to my credit. They agreed to that as long as I paid the {$50.00} per month which I have been and the loan was current and up-to-date on payments when the car was totaled. They immediately reported my account to my credit as being past due which was not correct and it was less than 30 days when they sent the information to my credit record.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 226XX
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: I sent {$75.00} dollars through usaa XXXX to another XXXX account. The women never responded back to get the item. I contacted usaa right away and they will not refund the money back. If this going through a bank account this should be protected
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2022-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A