Date Received: 2022-05-27
Issue: Managing the loan or lease
Subissue: Problem with the interest rate
Consumer Complaint: XXXX When I applied with for this loan at the XXXX dealership I also had other financing options. USAA gave me a fixed rate of a high 4 % because I didn't enroll in autopay. Then last year sometime as I was making my payment I noticed my rate was in the mid XXXX 's. I'm super busy and didnt make time to call in and address. When I paid off my car, the rep I spoke with mentioned that I had a 6.09 %. I'm a mortgage loan officer so rates don't confuse me and I shopped my options. I know I didn't agree or sign disclosures for a 6.09 % with a credit score in the mid XXXX 's. I called in and the rep said my initial disclosure was the 6.09 %. I did not sign this rate, I reviewed my docs before and knew my options. USAA was hacked and please forward this to the appropriate dpt. I've reported this with the FBI because I believe I'm being personally attacked as this has followed me else where. If you listen to the phone calls and they are scrambled it's because those calls were edited and hacked. As I've experienced this in the mortgage industry.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75219
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I'm victim of identity theft please delete or remove this item on my behalf. This item is not mine and this greatly affected my personal life. I request to block the following information and please let me know if you need any other information from me to block this information from my credit report. Thanks USAA SVG BK Account number : XXXX Date open : XX/XX/2018 Balance owed {$7000.00}.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78754
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: USAA Bank won't let me cancel my " automatically '' renewed Credit Card they just sent to me in the mail via phone conversation because I have a new phone number. They can't verify my identity over the phone without me having to upload my digital Government ID. I am having trouble doing this and they won't make it easy. Protection? This is credit card that I want " OFF '' of my credit reporting because I " NEVER '' use it anymore and they are making it " UNNECESSARILY '' difficult.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-31
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: BACK IN XXXX I RECEIVED A LETTER FROM USAA BANK SAYING THAT I HAD APPLIED FOR A CREDIT CARD WITH THEM AND IT WAS DENIED. I IMMEDIATELY CALLED THEM ON XX/XX/XXXX TO LET THEM KNOW I DID NOT APPLY FOR THE CARD AND I HAVE NEVER BEEN IN THE MILITARY. THEY SAID THEY WOULD FLAG THIS ACCOUNT SO NO CHARGES COULD BE MADE. I THEN CALLED ALL 3 CREDIT BUREAUS TO PUT A FREEZE ON MY ACCOUNTS SO NO ONE WOULD BE ABLE TO APPLY FOR CREDIT UNLESS I CALL THEM MYSELF. TWO DAYS AGO I SAW MY FICO SCORE DROPPED IMMENSELY. UPON PULLING UP MY CREDIT REPORT I FOUND SOMEONE HAD OPENED A CREDIT CARD ( USAA ) USING MY INFORMATION. I NEVER APPLIED FOR OR OPENED THIS CARD AND I WAS TOLD THIS ACCOUNT WAS FLAGGED BACK IN XXXX. I CALLED USAA BANK TODAY ( XX/XX/XXXX ), SPOKE TO XXXX XXXX, AND SHE SAID THAT I WILL NOT BE RESPONSIBLE FOR THE {$25000.00} CHARGES ON THIS CARD AND THEY WILL LET THE CREDIT BUREAUS KNOW THAT THESE CHARGES ARE FRAUDULENT. HOPEFULLY MY CREDIT SCORE WILL BE RESTORED PROMPTLY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32746
Submitted Via: Web
Date Sent: 2022-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a very confusing story but, all in all, as you will see will be very obvious it is not my fault. My cellphone, USAA bank acct, XXXX, XXXX, and XXXX XXXX was hacked and all funds were emptied. On Approx XX/XX/XXXX I went into a gas station ( pics included ) and paid using my XXXX phone with XXXX XXXX for the first time ever. I paid using my phone as my card was in my car and I was too lazy to go and grab it. So I sat at the self-checkout line with my things and set up the XXXX XXXX then tapped my phone and paid for my stuff. I never thought anything more into this until weeks later. On XXXX XXXX is when the draining of the accounts started. The hacker emptied my USAA checking and savings then, my XXXX XXXX ( transferred the money into bitcoin then took it out ), and XXXX. And they were able to cash a FRAUDULENT check for XXXX in my name to some random person then they immediately took {$4500.00} out to someone I didn't know via XXXX XXXX. They did all of this XXXX night at XXXX or so EST and I did not notice until XXXX XXXX EST on XXXX day. USAA said to file a police report and then I can say there is fraud on my acct. I filed a police report days later approx XXXX XX/XX/XXXX with officer XXXX XXXX at XXXX XXXX county sheriff 's office regarding my phone, USAA bank acct, XXXX, XXXX, and XXXX XXXX being hacked. USAA said it was under investigation for over 90 days while my account was still in the negatives and they took XX/XX/XXXX and XXXX XXXX paychecks to cover the negative balance for my checking which at the time was {$4500.00}. Because the fraudulent check didn't go through and I 'owed ' them {$4500.00}. My taxes came in from the IRS and they took all of that as well. I owe USAA nothing now but, I never should have owed them from the beginning. I want my money back. My credit has gone down almost XXXX points because I wasn't able to pay bills. I had to take out an additional loan or two and the stress of not being able to find where my next meal for my family and I. {$4500.00} may not seem like a lot but, I don't have it like that. I am XXXX XXXX XXXX XXXX and it is a shame they do this to servicemembers and their families. I was forced to get another job to provide for my family and make ends meet. I will attach screenshots from my cell phone regarding the messages that I have never seen or read but whomever has access to my device was able to reply or check them for me. Remedial actions : New phone, SIM card, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/XXXX I was victim of a scam. A friend reached out to me on social media and tricked me into making false financial investments. ( I later learned that the friends account was hacked. My social media accounts also became hacked ). I was instructed to send an initial investment from XXXX of {$1000.00} to an account I was instructed to create at XXXX This account showed my initial deposit of {$1000.00} and a profit return of {$11000.00}. After a day the profit appeared I was then instructed via email that I needed to upgrade my XXXX XXXX account by paying {$2500.00} in order to withdrawal the initial investment of {$1000.00} plus the profit amount. On XX/XX/XXXX I contacted the company directly through XXXX and inquired on how to withdrawal the profit. I was told I needed to follow the instructions of the account manager and upgrade the account. On XX/XX/XXXX, I made the secondary payment of XXXX via XXXX and XXXX to withdrawal my funds. I was still not able to withdrawal and again I guided directly through the website and via account manager who no longer responded. At that point I claimed fraud on XXXX ( denied my claim ) and USAA for both the XXXX and XXXX payments. USAA debited the account for the XXXX payments ( {$2000.00} ), replaced the debit cards linked to the account, and started an investigation. I received a call back from USAA on XX/XX/XXXX. I told them what happened and the investigator told me I was at fault and that I can no longer use my mobile wallet, XXXX, I will have to payback the debited amount of {$2000.00}. I was notified today XX/XX/XXXX the investigation is complete and I will be responsible for paying back the debited amount. I did not intentionally seek a scam I was investing in a product.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31313
Submitted Via: Web
Date Sent: 2022-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: On the morning of XX/XX/2022 my wife checked out account and found that a tellers check in the amount of {$2600.00} had been processed from our account along with an {$8.00} expediting fee. After filing the dispute with USAA, we found that there was a new document in our USAA app inbox that was a transcript of the call made to USAA authorizing this check. The pay to name was someone neither of us now, the address is for someone we do not know. I was unaware that usaa had an automated teller check line. After waiting 3 business days, nothing had been done to our case, after 5 days, still no update. I called again today on XX/XX/XXXX to find out the status, only to find that they found NO FRAUD, and they were unable to leave a voicemail advising us of this finding. We disputed the findings and currently waiting to hear back from them. XX/XX/XXXX will be business day 10. We have banked with USAA for 15 years and for them to literally give our money away and claim that it was our doing is disgusting and disrespectful. This has put us in a bit of a financial hardship and would like for them to right this wrong. The lack of communication on their part leads me to believe they truly do not care, or its an internal issue that they need to resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Fraud or scam
Subissue:
Consumer Complaint: During a job search I applied for a XXXX XXXX XXXX that was listed for a XXXX XXXX in Indiana. I was contacted and given a job offer. I was asked to send all of my personal information ie name, address, phone number ... and given a contract to sign and a Direct Deposit form. After I had filled out all of the information and sent it back to the person, I was told I would need to buy office equipment. On XXXX XXXX XXXX, I was emailed a check for {$4500.00}, told to deposit it, and then send it to their vendors for purchase of an XXXX XXXX, XXXX, and printer. I sent XXXX wire transfers from my bank, and a XXXX payment. Wire transfer to a bank in California and a XXXX payment to XXXX XXXX. The next day, XX/XX/2022, I realized that I had been scammed and contacted my bank. I am now {$3500.00} to the negative at my bank, and will receive an estimated {$1700.00} on the first of the month from my VA disability. The bank did an investigation and said there was no fraud and they can't help me. I don't know what to do. Please stop this and don't let anyone else fall into this trap. It is devastating and I feel violated. Also, I don't know how I'm going to live for the next month. Thank you for your time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 371XX
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-26
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My account with my bank USAA was closed due to fraud supposively. The same week I received my income tax refund. I had over {$15000.00} in my account. Now today is at {$7400.00} due to my bank taking money out of my account. My checking account is closed in a credit only status. I was told it would be closed XX/XX/XXXX. I called every other day until XX/XX/XXXX. And after several hours on the phone I was then told is was being closed and call back today XX/XX/XXXX to ensure my money was released. However, on XX/XX/XXXX Monday the next business day they opened the investigation back up and have given me a date of XX/XX/XXXX. I lost my job the week after my account closed and have been unemployed since with no work and and being a recognized XXXX veteran I have lost my vehicles and have had to file bankruptcy due to my money being held XXXX after 60 days of the agreement. It has been XXXX days. I am just trying to save my house from foreclosure.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 39047
Submitted Via: Web
Date Sent: 2022-05-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello, Someone fraudulently opened a checking account with USAA using my name/information. I found out because in mid XXXX I received a debit card from USAA that I never requested, nor should be able to receive since I'm not a service member nor have I ever been. I contacted them and after multiple calls, days, and hours of my time they finally were able to deduce that the account was fraud and that they would proceed to close it. I asked that once the account was closed to please send me a physical/mailed confirmation that the account was closed, both for my records and peace of mind. I believe that sending out a letter stating that an account has been closed is common practice with banks, or at least it has been in my experience. I also feel like given the fraud situation this is something that should be provided to the person affected without hesitation. A few days ago ( late XXXX ), I received a bank statement from USAA about this fraudulent account. This was worrisome, so I decided to call them to figure out why I was receiving a bank statement from them, and also why I had never received a mailed confirmation of the account being closed like I had requested. They then proceeded to ask me for all my personal information ( name, address, social security number ), to which I told them that I would be happy to give them my name and address but I didn't feel comfortable sharing my social security number because of the exact security issue that I was dealing with them about. I them proceeded to be told that I could not be " authenticated '' and was hung up on. I then proceeded to call back and finally got someone on the phone that would help me to some degree. The person asked for my SS number again and out of frustration I gave them my information in hopes of some resolution. She then confirmed that the fraudulent account had been closed, however that she wasn't sure if a physical/mailed confirmation could be mailed out to me. However that she would put in a " request '' for physical/mailed confirmation to be sent to me but that didn't mean that I would actually receive said confirmation. This whole issue has been going on for months and has been a huge headache. As a bank serving the American people ( not to mention our armed forces ) I believe it's their responsibility to act quickly and justly when they're informed that they're involved with fraudulent activity. Banks have security measures to prevent this type of fraud from happening. It is clear that they either don't have these security measures or they're set up to bypass them in certain cases. They have demonstrated to me that they have no concerns for the public or their consumers, this is shown by the lack of clear answers and also inability to fulfill a request made by someone affected by their lack of security measures. I'm not sure if this complaint is addressed to the correct governmental organization. However I do believe that USAA lack basic consumer protections that put me in this situation and I'm sure plenty of others. As a financial institution they should have solid consumer protections and security measures in place to minimize the risk of this happening. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 300XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A