Date Received: 2022-06-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I was overseas for over a year. Over XXXX was taken from my account. I came to USAA detailing the problem and the fact it wasn't me. I put in a dispute and the bank said they would do an investigation. None was done. My claim was denied and I've requested the evidence used and was told that they didn't have to supply it without a police report. That is a complete lie and against the law. I made them aware of this and still we came to no resolve. I even was able to provide tax documents stating I was overseas. Still this meant nothing. They've been infiltrated where hackers are calling and texting members from USAA numbers. They didn't even provide any notice for over 2 years. I was contacted by these hackers multiple times. I even wrote a letter to the president of USAA. No member should lose this amount of money because a bank lacks the proper protection and security measures.
Company Response:
State: IL
Zip: 60623
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX I received a letter from USAA Bank with a debit card. It stated " Your debit card has arrived '' with a debit card attached. I contacted the bank today XX/XX/XXXX and they stated they observe an account is open however, they are currently unable to access what kind of account was open. The representative instructed me to call back and ask to speak to someone about an account takeover.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 11411
Submitted Via: Web
Date Sent: 2022-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: Existing USAA existing case number - XXXX Last conversation with USAA Office of CEO representative XXXX XXXX XXXX XXXX XXXX XX/XX/2022 On XX/XX/2022 I made a payment on my USAA XXXX XXXX Credit Card using the USAA app for my family 's weekly food budget of {$500.00}. I was travelling for work and this would give my family money to buy food while I was away. Over all the years I have had a USAA credit card, the payment would post the instant I made the payment. I have maintained the exact same external account for payments and I have never had a payment hold. In this case, AFTER I submitted payment I noticed it did not post even though my confirmation stated that the payment would deliver on XX/XX/2022. I called USAA to find out why, in this case, the payment did not post. I was told there can be holds placed on payments and they could not be removed for any exceptions. I do understand the need for a company to have a policy and I also understand this policy may have been stated in one of the many communications that are written by lawyers and sent to customers. This does not change that fact that I was told my money would be held for 8 days with no reason given for why it was determined to hold my payment this time. I am a working man with a family, managing daily expenses with a loss of access to my own money makes life extremely difficult and stressful. When I called to initiate a conversation I had to go through multiple calls to get in touch with someone who would talk to me. Once I did speak with someone I got a feeling that is exactly opposite of how USAA advertises itself. No one cared that the money being held was the money we budget for food. I do not think my XXXX & XXXX XXXX XXXX children are as concerned with large corporate policy over their food intake. My main complaints will be stated below... 1. Communication about the hold prior to submitting my payment in a manner that would be reasonable for a consumer to recognize and understand on a cell phone app would prevent these issues in the future 2. No exact reason given for why this decision was made in this case. Even though it has never happened to me in the past 3. USAA speaks very highly of itself as a consumer centric company and up to this point I have found that to be true. In this case, it only takes one bad decision to ruin a relationship. No one was willing to take responsibility or even try to provide a resolution. I kept hearing " we can't do anything ''. When dealing with peoples personal finances that is not a phrase that should be used. I only wanted some help form a company that I have been loyal to for a long time. Although I am sure to be considered a small time customer, from my point of view I go out of my way to give USAA all my insurance business and I bank there also. I just wanted to hear that someone cared and we could find a solution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32940
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: See previous Claim. USAA had now DIRECTLY LIED about the company, XXXX : " The merchant responded on XX/XX/2022, declining your request for a refund as they indicated you attended more than 50 percent of the course, '' This is a direct false claim by USAA and XXXX. i NEVER attended more than 50 % of this course. I left before 50 % had been completed. This decision was made on a lie. This is a complete fabrication, i did NOT attend " 50 % '' of this class.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97266
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-02
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: Under public records the following are still reporting on my credit report when the accounts are too old and should be removed off my credit report. Usaa savings bank settlement accepted date XX/XX/XXXX XXXX card services settlement accepted XX/XX/XXXX XXXX XXXX XXXX settlement accepted XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Made a purchase on XXXX XX/XX/22 through a third party for {$790.00}. Item arrived defective. Merchant was extremely reluctant to resolve. They offered a {$50.00} refund for me to replace the throttle. Mechanic confirmed the electrical wiring was backwards on product. Merchant refused to send mailing label until I disputed the transaction with the bank, now they refuse to send a proper box Bank reversed the dispute without my knowledge over a month later. Called USAA twice and the dispute was reopened and closed on XX/XX/22 ; allowing no time to provide the requested documents. CSR XXXX apprised me she reopens it and to upload the requested XXXX, after being disconnected by 3 CSRs prior. Requested a supervisor and was consistently denied, in all departments; limiting customers to representatives only with little to no XXXX and providing inaccurate intel. They lack compassion and any care for their veterans and our disputes. This dispute is being purposely prolonged. USAA correspondence regarding disputes is not simply designed for customers. Please help.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 90049
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was giving a job opportunity from XXXX to work from home I filled out the information for the employment contract they started sending me checks for me to deposit and send to the vendors which I did I called my bank and had a wire to the vendors only from my bank USAA to come back and tell me after we wired five checks that they were insufficient we were able to stop three other checks from going through but the other ones had went through and now the bank is stating that I am responsible for the negative amount in my accounts seeming those checks were insufficient. I spoke to the bank USAA and told them because they are an FDIC arent my insured for this and they said it is now my responsibility.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89103
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-06-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was a victim of a XXXX XXXX XXXX scam, I was sent a complete application packet after I thought I was being interviewed and thought I had a legitimate job. I was sent three different checks to purchase equipment for my home office and software that would be downloaded to a laptop that was being sent to me by the company. I have been out of the job hunting for nine years and I placed my resume on nine years and that is where they advised they pulled my resume from I feel I was an easy target because I was out of the workforce for so long the first check was for {$4700.00} and I was told to wire it to XXXX XXXX at XXXX. The person who acted as the human resources supervisor was XXXX XXXX XXXX. I received the checks by email from XXXX I was advised to wire the funds of {$2200.00} and {$1800.00} on XX/XX/XXXX for the laptop software, I was then told that they also needed me to XXXX funds to a XXXX XXXX for {$950.00} on XX/XX/XXXX and {$750.00} on XX/XX/XXXX. The scammer asked me to forward the sent information and advice they needed to send another check for the equipment for the office set up they sent a check for {$5100.00}. I became suspicious when I saw that the company was in a different time zone and the fact that there were sending me checks but I had not received a laptop, I contacted my bank on XX/XX/19 and a form was completed with the information I provided I continually reached out to USAA and I was told that someone will get back with me in XXXX to XXXX business days but I continued to reach out because I was not aware of my next steps and no one contacted me to advise me of what to do next finally today I got information that it was closed after the investigation and they put my account in credit only because they never reached out to me and I have all the information still the USAA rep I spoke with today reopened it and sent me over to the wire department they opened two files for both wires and this was the first time I have ever heard that they had a wire department when I made my first report I advised everything that happened and I know it is no one fault that I was scammed but I thought a bank I have been banking with for XXXX years would look out for me and provide me with what to do next I have in turn received the runaround and my husbands Veterans XXXX check was applied to the negative that was on my account I was advised by USAA it can't be reversed I also had a loan for {$1200.00} that was deposited in the account and I was advised by USAA there was nothing that could be done this was after I filed the Fraud. USAA was not helpful until today when I received two customer service representatives that went out there way to help and filed another incestigation for the case being that USAA did not contact me at all nor did they communicate with me around the case or contact me. I still have the application packet emails and and the XXXX conversation. I was advised by three customer services representatives that I would have to pay the funds I wired out back and I was told by the customer service representative that filed the complaint that I wouldn't be responsible I have received the run around concerning this issue and I am afraid now that there is no way XXXX will be able to stop the wire on their end becasue it wasn't done when I filed the first complaint on XX/XX/19. I was provided case numbers with USAA this time which I wasn't provided at anytime. I do not want this to happen to anyone else with XXXX XXXX XXXX or USAA individuals who have never committed a crime would not know what to do in cases such as this and when you are unaware that their are people that are lurking to prey on people such as myself that just want employment and have not been looking for a job. I want to make sure that XXXX Therapeutics know that these people are using their logo on documents to scam indivdiuals. The individual XXXX XXXX XXXX was providing instruction on XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32221
Submitted Via: Web
Date Sent: 2022-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-28
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX, my wife, XXXX XXXX XXXX, received a call from USAA informing us that our USAA Platinum card was delinquent and requested a payment. She informed them that the only Platinum card we had was with XXXX XXXX and all of our accounts were current. The operator then instructed us to log into USAA to view the statement as well as the history. We then ended the call, XXXX logged into her account and there was no indication of any platinum card on her login account. I then attempted to log into USAA using my information ( my wife and I have two different usernames ) and was informed that my password was incorrect. I have used the same password for many, many years. So, I called USAA. I was informed that my account 's address and password had been changed and their records reflected me living in XXXX. Neither my wife nor I have traveled to, purchased from or have any connection with anyone in XXXX. They went through their process to reset my account to accurately reflect not only the only address we have had since XXXX ( we have been married and living here since XX/XX/XXXX ) but also reset my password. I was then advised to sign on and access the account. I was also informed that the card was processed using my information and only with my name - not jointly. I have never had an account ( since we have been married ) in only my name. When I logged in, I discovered not one, but two, transactions were made ( XX/XX/XXXX - {$18000.00} and XXXX - {$18000.00} ). First of all, we shop at thrift stores and XXXX- we would never make these purchases. We called and spoke with USAA several times and finally the account was frozen or closed and marked as being a fraudulent, identity theft case. Copies of two month 's statements is attached for your reference. The account was referred to USAA 's fraud department at XXXX XXXX on XX/XX/XXXX through XXXX ( XXXX. #, XXXX ). As I am hard of hearing and my XXXX XXXX was rising as a result of this, I instructed ( and continue to do so each time we place a call with USAA concerning this garbage ) to speak with my wife. We were given the number XXXX XXXX XXXX XXXX for XXXX XXXX XXXX. We were then referred to another team XXXX XXXX XXXX for debt solutions. We have also spoke with XXXX at XXXX XXXX XXXX ( another Fraud Department operator. We were instructed to contact the local police department here in XXXX, Colorado. They sent two officers ( one was XXXXXXXX XXXX XXXXXXXX XXXX. XXXX ). Their address is XXXX XXXX XXXX XXXX, XXXX CO XXXX. His number is XXXX XXXX XXXX. We were informed that they couldn't file a report since nothing had been taken from us. We were provided a flyer for Identity Theft Complaint but were informed there wasn't anything they could do. He then informed us to contact all three of the credit agencies, which we did, and let them know what had happened. We then were contacted by our bank ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX XXXX CO XXXX XXXX XXXX XXXX XXXX ) informing us that there were two demands for payment ( received XXXX and XXXX ) for {>= $1,000,000}. We immediately went to the bank and had to close that account and open another account to protect ourselves. XXXX provided a flyer as well as instructions to reach out to the credit agencies as well. Again, we did this. A copy of the two demands is attached as a ZIP file. Calls then continued to come in from USAA demanding payment. The credit card department ( if you will ) is separate from the fraud department and neither of them really connect. Over and over we have been informed that the Fraud Department is working on this. Now? Our credit rating has dropped XXXX points, USAA has turned this matter over to collection. What more can we do? I am retired, I have low income. My wife is nearing retirement. We both have health issues. Not that is your concern, but is it going to take one of us to pass in order for this to be resolved? We truly have no idea what more we can do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: USAA has sent a debt You will need to contact the third-party agency, XXXX, by calling ( XXXX ) XXXX to determine eligibility for a settlement on the account. Who put an acronym before typing out what it means? That's what USAA has done I don't know who this company is that I have to reason with to resolve any dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31602
Submitted Via: Web
Date Sent: 2022-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A