Date Received: 2022-04-16
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I received a letter from USAA dated XX/XX/XXXX confirming the opening of a USAA savings account. I have never owned/opened a USAA-related account whatsoever. On XX/XX/XXXX, I called USAA 's fraud protection services about freezing the account. They said they would do what they can. On XX/XX/XXXX, I checked XXXX. It confirms the opening of a USAA savings account with a balance of {$8.00}. Additionally, on XXXX, I have obtained the address of the person who may have stolen my identity. I say this because I do not recognize the address whatsoever and have never even been to the state that has now been tied to my account. The address is : XXXX XXXX XXXX XXXX XXXX XXXX MN, XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 068XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband deposits his paycheck into our shared USAA checking account, every Friday, via mobile deposit ( using his cell phone ). He has been doing so for many, many years. A few months ago, USAA has started holding part of his check for a whole week. The amount that is held varies and is usually between {$400.00} - {$600.00}, per week. The funds become available about 7 days after deposit. By USAA holding his hard earned money, every week, it is making it extremely challenging to pay our bills on time. I've contacted USAA about this issue, several times, but have yet to receive an understandable, satisfactory answer as to why this is happening, every week! His employer does not offer direct deposit and there aren't any ATM 's in the state of California, for this bank. Therefore, mobile deposit is our only option for his paychecks! We don't have issues with a overdrawing our account nor have we ever deposited a bad check!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 954XX
Submitted Via: Web
Date Sent: 2022-04-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: XXXX, XXXX XXXX XXXX report 3 different and conflicting statuses of the " Foreclosure " willfully and knowingly obtained under fraudulent and criminal acts. Reporting status of Foreclosure, Foreclosure Redeemed , & Credit Grantor reclaimed collateral to settle defaulted mortgage. " Foreclosure Redeemed '' by legal definition reads that the homeowner was able to pay in full all cost accrued including back payments after the home was sold in the Foreclosure sale during a redemption period and has the legal right to live in the home. I have attached snap shots of the 3 different reports. The lack of consistency sends up red flags in the validity. USAA has been fined {$140.00} XXXX XXXX due to violations in banking practices. Many of my Civil Rights have been violated due to criminal acts and cover ups. Acts supported by, documentation fraud, transaction fraud via fraudulent account numbers, wire transfers, altering loan numbers and VA Case numbers and the like. Illegal searches and seasure, of my property, and cruel and unusual punishment for USAA 's incompetent lending practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80020
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: I have had my credit card account with USAA for over 20 years. During the past two years while in a pandemic, I missed 4 months of work due to XXXX XXXX I received at work. I missed 1 months of work due to XXXX. I, also, am experiencing long hauler symptoms. My husband, who is immunicompromised, missed 1 months of work due to XXXX and 2 months of work because of XXXX XXXX. My account with USAA is in good standing at this time. The change in my credit report was due to late payments because of lack of income. I attempted to contact all companies to make payments arrangements to which I was denied. I received a letter dates XX/XX/22 stating my USAA account in good standing for over 20 years was being cancelled due to my credit history. I took a 2nd job. My husband took a 2nd job. We are working to get accounts current. It makes no sense why a current account with no missed or late payments is being closed when there was a pandemic & multiple medical concerns. USAA has always had amazing customer service but this does not live you to expectations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27617
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Hey. I had a bunch of charges on my USAA accounts, That i couldnt remember anything about. So I disputed it with the bank. There was : XXXX x XXXX ( {$13.00} and {$20.00} ) XXXX XXXX {$100.00} Money transfer XXXX XXXX XXXX {$1600.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96826
Submitted Via: Web
Date Sent: 2022-04-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: I received a call with person claiming to be a fraud rep from USAA & they said a wire transfer was being attempted to use my checking acct. They claimed to work with me on the phone to stop the wire transfer by authenticating/ conveying the 6 digit codes the USAA text thread that was sent. These codes I conveyed actually authorized the wire transfer to go through. I immediately contacted USAA wire dept the following am & they said they would try to recall the wire transfer. Now, my account was debited {$5000.00}, account frozen & am being placed on hold for cumulatively about XXXX hrs over the past several days. No one will talk with me or provide any information when I can get a rep / supervisor on the line.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 335XX
Submitted Via: Web
Date Sent: 2022-05-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 I was contacted by a USAA Customer service rep indicating that I had a fraudulent transaction made in Kentucky which I stated I did not complete. During this call, they sent a text to validate my account. At this time, my account was taken over by the XXXX on the line. The fraudster then made an unauthorized transfer to my account which later returned for insufficient funds on XX/XX/2022. Once the call was ended with what I thought was the USAA customer service member I received an email indicating I had completed a Wire Transfer for {$9900.00}. At that time I called USAA to file a claim stating my account was taken over I was scammed and I have no access to my online banking account as the Fraudsters had changed my account log in. I called USAA on XX/XX/2022 to get a status on my claim but they stated it was under investigation and I would receive a call back, they stated that it will be three more days but I never received a call back. On XXXXXXXX XXXX i called back and they dept had already left for the day. On XX/XX/2022, I called for another status check and discovered that they have not opened a claim for my fraudulent wire transaction that I had filed a claim for on XX/XX/2022. So on XX/XX/2022, the claim was opened and a recall of the funds was attempted ( XXXX weeks after I reported ). USAA has violated regulations and procedures according Regulation J. Today ( XX/XX/2022 ), I was told I would receive a call back from the Fraud Team. When they called me back they could not provide a status but it was " under investigation '' and that another fraud team member would be calling me back since they could not provide any details to my claims. Again, I called in and requested a call back from the Fraud Team, when they called me they then said they would need to put in a request for the Fraud Team to place ANOTHER call back. USAA has dropped the ball a few times here and I'm at a loss of how to recover the {$9900.00} that was transferred out of the account when it was taken over. USAA reps continue to pass me around and never provide details just that a call back will be made but I have lost confidence. Thank you! You are my last resort.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02914
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have consistently been fighting to have this account permanently removed since 2018. I am very stressed because Ive been fighting for YEARS. I am a victim of Identity Theft. Someone broke into my car and charged thousands on my at the time USAA credit card. I sent in multiple police reports, ftc reports, written letters, statements and all and the credit bureaus always says its valid. I even had a letter showing the account was deemed fraud yet they have held me responsible for over 4 years. I am tired. Now, they havent even reported anything in 2 years but still on my report as negative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30096
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hi I am a XXXX member of the bank USAA and I have experienced account take over fraud last week XX/XX/2022 my name is XXXX XXXX XXXX I reported it right away and took every necessary step as a member and it is now Tuesday XXXX 2022 and I have not received a email or call or text or anything about my fraud on my account and my account is Negative {$5000.00} and the fraudster wired out {$9400.00} from my account t I only had {$4500.00} in my account to start. So I have a return payment of {$5000.00} on hold and Im negative {$5000.00} currently. My taxes come out next Monday the XXXX and I have no money to my name. The fraudsters took my paycheck and my XXXX and emptied my savings and USAA has done nothing but make my account negative with return payments and overdraft fees. I havent been told even if I will be refunded what was in my account cuz I havent heard from usaa since I reported the event. I have called everyday trying to get updates about whats going on and I cant get through to a XXXX or the fraud dept or anything Ive had call backs scheduled and havent got one call. XXXXm at a loss and I dont know what to do about it. Please help. Im desperate for a resolution at this point. Im available anytime if you need anything at all from me on my end to get the ball rolling. Thank you and please help! I can provide any documentation needed or evidence!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OK
Zip: 73135
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2022 I received a debit card in the mail for a checking account which I did not open with USAA bank. I am unable to open an account with USAA because I am not retired or active military, nor do I have any immediate family in the military who banks with USAA, which are requirements to open an account. I contacted USAA on XX/XX/XXXX to inquire about the debit card I received but member services and the fraud department both refused to give me any information regarding the account because I could not provide them with a member number which I explained why I didn't have. When I asked to have the accounts closed because they were in my name and 100 % fraudulent I was told by XXXX in the fraud department that she could not complete my request because I could not prove the account was mine. After a very frustrating conversation she very rudely told me to have confidence in their security department because they did their own in house investigations and they would look into the account and in 1 to 3 business days determine if the account was fraudulent or not and decide if the account should be closed. She discouraged the idea that local law enforcement would be helpful because she said they wouldn't provide any information to them either. I asked if I would be notified one way or another or if I could call back to find out what was decided and she told me no, because I was not a member. I had a coworker who was victim of the same exact ploy a week prior to my receiving the debit card and she had determined that multiple accounts were open in her name. So I asked XXXX if she could tell me if there were any other accounts open in my name because I would also like to mark them as fraudulent and have them investigated ASAP but she rudely explained to me it was impossible to have more than one account in the same persons name. She proved to be very wrong because as of today, XX/XX/XXXX, I have confirmation that at least FIVE fraudulent accounts with USAA are/were open with my information. Each time I have called USAA to try and get my arms around this situation I have had to sit on hold for a ridiculous amount of time, and sometimes I'm not even able to get through because the phone line goes dead after a little over 2 hours. I have spoken with one other USAA representative, XXXX, on XX/XX/XXXX who was much more cooperative and concerned about the issue than XXXX was. He explained to me that the thief ( ves ) opened all of the accounts on the same day before the system could recognize that the same information was being used for multiple accounts, then soon after the accounts were overdrafted by transferring money from one fraudulent account to another and the amount withdrawn before penalties occurred. I have received 4 letters from USAA stating I owe them what totals to {$770.00}. XXXX assured me the 4 accounts I knew about at the time would be closed by the end of the day, but when I tried to call back I was unable to get through to anyone to get confirmation. I plan to call again until I can get a document stating that the accounts are closed and that USAA recognizes that I am not responsible for any of the debt. I understand the ploy is not necessarily USAA 's fault, however they were not at all easy to work with in figuring this issue out and I would think a military bank would have better security measures than to allow a ploy such as this one to take place. I asked for a phone number, email address, or the DoD number used to create the account so that I could pass it on to law enforcement in hopes that something more could be done to find the person ( s ) responsible and was told the information could not be provided to me. I can only hope that USAA is taking that information and actually attempting to follow up on it so that there may be a chance the person ( s ) holding/using my information will be caught. This experience has caused extreme stress and I've had to take several measures to try and protect my credit from being affected/damaged by this. So far I have placed a fraud alert on my credit report, filed an identity theft report with the police, filled out numerous complaints ( Department of Consumer Affairs, IC3, Federal Trade Commission ) and I'm in the process of working with the IRS to have a pin # placed on my social security number for tax filing protection purposes. This same ploy was used with myself and two other coworkers ' information. They also had difficulty getting USAA to understand and assist with the situation. We believe our information was stolen through the company we work for but the company has been uncooperative in our efforts to have this investigated and they continue to tell us there is nothing proving that the data breach occurred at work. We wish that a law enforcement agency would assist us in gathering information from USAA regarding the accounts that were opened so that we would have some comfort in knowing someone might be caught and prosecuted for this. We have no way of knowing if/when our information will be used again and have no easy way of preventing it from happening again. A simple attempt at locating the person ( s ) responsible would help ease our frustrations.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2022-04-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A