Date Received: 2022-06-10
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: Identity Theft an account was opened in my name with out my approval
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 109XX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-10
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XX/XX/XXXX, I received a notice from USAA Savings that Account No. XXXX was overdrawn. I have never had such an account, and the transactions listed were believed to be by someone else. My husband notified USAA by email to their XXXX email address that I had never had such an account. Since that initial notice we have had numerous telephone conversations with USAA associates relating to this situation. In each case, I was subjected to lengthy questions related to my " profile '' for this account. Although we have been customers with USAA since XXXX, I explained that I never had a checking account, nor had I established a profile. Since the last call, I have continued to receive letters relating to this account, but to my knowledge, it has never been cancelled. There has been no communication regarding a solution to this apparent fraudulent use of my name and address. I have attached copies of all communications.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XXXX XXXX This account was opened without my consent. Allegedly this account is a secured credit card and is over the limit by XXXX. I have worked with credit reporting agencies to resolve this and have been unsuccessful
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77521
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 my USAA checking account was compromised/hacked, causing me to be locked out of my own account. Fraudulent charges/transactions were made without my knowledge. Upon reaching out to the institution and trying to get this problem resolved, I was told that the transactions thats ere fraudulent were my sole responsibility. When going over the transactions with the institution, they failed to protect me ( the consumer ) and failed to help me reverse those transactions and refund me those funds that were taken from me. Ive also filed a criminal report with the police department to try and have this issue resolved. Ive thoroughly explained my side of the story and provided all the information to the institution to show that I was not liable for any fraudulent transactions on my account. Here is the list of fraudulent activities that were on my account : 1. Mobile deposit of a fake check, with Forgery. 2. Transfer from account to XXXX application. Im seeking help in getting these resolved and getting funds back to have my account in the positive state.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85395
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Failure to provide notice within 30 days that mortgage had been transferred. AutoPay was cancelled due to mortgage transfer, causing a delay in payment posting. We called our prior company and was informed that a notice had been mailed, however, we never received said notice. There were never any notifications, emails, correspondence, or evidence of this transfer other than this " goodbye letter '' that they claim they mailed on XX/XX/2022.
Company Response:
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-09
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I disputed a charge in my checking account for a service that was not as described. I was issued a provisional credit and the charge was later reversed without explanation. I provided all necessary documentation to prove my claim in addition the company was not authorized to charge me {$2500.00} twice and then another {$1000.00} after I requested cancelation and was told by the sales rep that I would be refunded the amounts paid. XXXX charged me {$6000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78634
Submitted Via: Web
Date Sent: 2022-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: The bank has refused to allow me to submit a dispute which is my financial right. The refusal comes in the form of lack of action taken through multiple phone call I've talked to numerous representatives without success in resolving the problem. They have refused to let me speak with leadership to get the problem rectified. As of the time I am writing this, the disputes haven't been submitted. And there is no recourse to solve this.
Company Response:
State: NV
Zip: 894XX
Submitted Via: Web
Date Sent: 2022-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA issued credit in the amount of XXXX apparently using my identity in XXXX. In XXXX USAA then charged off the entire amount for no payment and then reported it against me on my credit report lowering my credit score from XXXX to XXXX which is the only way I became aware of this fraud. I touched base with XXXX XXXX to report this fraud to do an investigation. Let me be clear, I have never done business with USAA and never been in the military which is apparently a requirement to do business with USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 48843
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: We are unable to access money that is ours and have spent hours on the phone trying to resolve this. It is unacceptable that it has taken this much time and effort. The fraudulent flag is still on our account and we are unable to transfer funds or cancel it, even after being told by the CEOs office that they would resolve the problem. The last straw occurred today when I was told by XXXX in the CEOs Office that XXXX would call me back and that never happened. I am filing a formal complaint with the Consumer Financial Protection Bureau. I would like the following to occur : 1. Cancel the checking account and immediately provide us wiht a check for the account total of {$850.00}. 2. The XXXX credit card was cancelled on XX/XX/22. However, since then an interest charge of {$15.00} has appeared. This interest is on fraudulent activity that was resolved AND occurred after the account was closed so I would like this zeroed out. BRIEF BACKGROUND : There was multiple fraud activity on XXXX of our USAA accounts starting on XX/XX/22. I have detailed records and notes of all my conversations with USAA attempting to resolve this throughout XXXX. I repeatedly had to call back, speak to multiple people, and spend hours trying to get this corrected. One of the accounts remained incorrect until late XXXX the account showed {$2300.00} more than it should have. I repeatedly told USAA of the error. I didnt want to receive more money than we should. Finally on XX/XX/XXXX, I successfully escalated and spoke to XXXX in the CEOs office and was assured this would be resolved within a few days and someone would call me back. I spoke to XXXX and then was able to successfully close one account and the credit card that was involved in the fraud. However, one checking account STILL had an incorrect amount to our favor of {$2300.00}. She assured me that would be resolved by XX/XX/22 and someone would call me. No one did. The account was finally corrected on XX/XX/XXXX, as verified online. So I called USAA again on XX/XX/22. After a long time holding, I finally spoke to someone, was transferred multiple times, then finally hung up on or disconnected. I called again on XX/XX/22 and an agent transferred me to the fraud department who said they removed the fraud flag, then they transferred us to another agent who could cancel the account and provide us with our money. Then we were told repeatedly the flag wasnt removed and got transferred around again, not even to the right departments. I am now escalating to all involved and regulatory agencies to get this resolved. It should not be this difficult to resolve fraudulent activity and obtain access to money that is mine. I have notes XXXX pages long, have made probably 20+ calls, and have spent at least 20 hours trying to contact USAA and resolve this. I have always had the utmost respect for this company, however I will now never bank with USAA again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20171
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-07
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: I am a victim of identity theft. I learned that my personal information was illegally used to open an auto loan. The perpetrator of this illegal act is currently in jail for this very crime. I did not open or authorize this account, and I, therefore, request that it be closed immediately. I also request that you absolve me of all charges on the account and that you take all appropriate steps to remove information about this account from my credit files. Your company did an investigation into my identity theft claim and determined that this specified account was valid for several reasons and that I was liable for the following reasons : - Identification information provided at the time of the application verified as belonging to me ; - The address listed on the application was verified as belonging to me ; ( Original Creditor ) has no record of returned mail or statements from the address verified as belonging to me ; - Several payments were received from a debit card and ACH checking account in my name. The reasons provided are circumstantial and your investigation neglected to account for the fact that the person who stole my identity was XXXX while I served in the military which gave him access to : - Said identification information that was provided at the time of the application ( which was not authorized ) - The address verified as belonging to me and listed on the application is my address and is currently my address to date. ( The perpetrator XXXX while I was XXXX, which means he resided at my address ) - No returned mail or statements from the address ( why would the perpetrator return the mail that he was trying to steal. ( He was trying to utilize my resources ) - Several payments were received from a debit card or ACH checking account in my name ( the perpetrator house sat for me, and had access to sensitive information, passwords to my computer which gave him access to my bank account information. )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30021
Submitted Via: Web
Date Sent: 2022-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A