Date Received: 2022-02-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2021 my debit card and pin was compromised/ stolen around XXXX. At XXXX PM ( XX/XX/XXXX ) I called USAA and reported the card stolen. At this time more than XXXX charges, atm withdrawals had been completed XXXX transaction for {$11000.00}. Several different ATM machines at a XXXX, XXXX Bank XXXX XXXX Bank XXXX XXXX, Bank of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX. On this same event, my phone, coats and personal cash were stolen. I contacted the XXXX Police Department and was instructed to complete a police report online. USAA assured me their policy was that I would not be responsible for charges that were not made or authorized by me. After a few phone calls USAA had issued provisional credits for the entire amount. XX/XX/XXXX & XX/XX/XXXX calls were taken to process XXXX of the XXXX transactions. I assume because of the large quantity of transaction the USAA agent made errors and did not complete the transactions. ( USAA folks mentioned errors were made in processing ) On XX/XX/XXXX, ( XXXX later ) USAA sent me a notice of their investigation. The results were that USAA did not find these charges to be fraudulent. On XX/XX/XXXX USAA reopened the case with my request for an appeal. In addition I have requested the details of the investigation and the basis for the reversal. As of XX/XX/XXXX I have not been provided any documentation of the investigations. After speaking with several USAA people, it seems that the reversal was made since the card chip was used. That had to be obvious since I reported the card stolen. On XX/XX/XXXX I uploaded my police report via secure link. It is impossible to speak to anyone in the fraud department. I have escalated the matter to Executive team member several times and having spent hours on the phone. My last phone call on XX/XX/XXXX which was XXXX hour and XXXX minutes only to conclude that USAA will not offer any more provisional credits, the appeal process could take XXXX days, and that I need to resolve my negative balance to avoid a negative credit score impact. USAA has not been able to answer how my daily cash withdrawal limit was exceeded. {$11000.00} mostly from multiple ATM machines were used and nothing is noted on my account about increase in cash withdrawal limit. In my 28 years as a customer I have never utilized ATM 's machine so aggressively. I use an atm about 6 times a year. Also, I have nothing in writing from USAA that a case has been reopened nor have I received anything acknowledging an appeal. My concern as of now is that nothing is actually happening at USAA and that eventually a period time will expire that prevents any actions in my favor. USAA executive team assured me I am doing all of the right things to resolve the matter however no one can offer a path to a resolution. ( Good or bad ) Two other credit cards had the same issue and the matter was resolved timely. My insurance company processed a claim for personal property. I would like to understand my rights and ensure that USAA is handling my fraud claim with fairness and urgency. Thank you! Available Documents : Bank Statements USAA responses of findings : XXXX letters stating " we found no fraud '' Police Report AT & T bill for replacement phone validating phone was stolen. Commercial account, phone is owned by employer
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60611
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2022 I was searching for a specific firearm to use while Deer hunting in Ohio. The XXXX XXXX XXXX series was difficult to find but one website XXXX XXXX XXXX XXXX XXXX had them in stock. The website seemed legit, and I excitedly checked out on the website but noticed something curious upon checking out. The website only accepted XXXX or Bitcoin for checkout and instructions would be sent via email after purchase. The bitcoin was a red flag, but USAA ( my personal bank ) uses XXXX, so it seemed like a trustworthy payment method similar to XXXX that would protect me in case of fraud or a scam. After receiving an email about the checkout process ( see attachment ) I was informed payment would be sent to XXXX. This also sent up some red flags as the email did not seem like an official store XXXX account, but I ahve previously purchased a firearm from XXXX and the sales associate from XXXX has a similar setup regarding payment ( except it was XXXX, not XXXX XXXX. I proceeded to send the money ( {$1000.00} ) from my USAA checking account to the email via XXXX on XX/XX/2022 ( see attachment ) to purchase the firearm. I received an immediate response that the order would process and I would receive shipping information word shortly. After not receiving any follow-on word about the order, I did a quick search and found out that it is a scam website and my initial instincts were correct. I wasn't concerned because if XXXX was anything like XXXX they would refund my money and help prevent others from getting scammed. Sadly, my complaint to XXXX went nowhere ( see attachment ). They informed me that the recipient 's bank refused to help and refund the money back to my account ( no surprise there ). USAA was also informed and their investigation also found similar results with the recipient refusing to refund my money ( see attachment ). I am furious that USAA uses a service like XXXX and it has literally become a pipeline for scammers to sucker people out of money who believe it to be a trustworthy app like paypal or a normal credit card that protects customers from scams. I am also extremely dissatisfied with both company 's handling of the situation and how little help I received with the investigation of this scam and receiving my money back. I will continue to fight this until my money is refunded and that website is no longer online so others do not have to suffer this loss. Please help me with my cause.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22406
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022 my bank USAA for some reason sent {$1000.00} to XXXX XXXX without my knowledge or consent. I have both checking and saving with USAA and I have names for them. I accidentally put {$1000.00} in an account I thought was my saving account and when I went to check my balance I realize my Mistake and corrected it and I notify my bank to let them what happened. On XX/XX/XXXX I went to transfer money to my checking account I had a negative balance of {$300.00} and when I called my bank no one knew what had happened and they informed me that they would investigate, but no dispute was done for at least a week, then on XX/XX/XXXX I received a notice that the investigate was over and no action would be taken .No one from my bank ever contacted me about this and no one could tell me why my money was sent to another Bank that has been closed for nearly 10 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: 33407
Submitted Via: Web
Date Sent: 2022-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Paid for a {$250.00}, {$250.00}, {$350.00}, then {$250.00} XXXX XXXX gift cards from XXXX and XXXX XXXX within 7 attempts in 60 days for free tax credit refund beginning {$500000.00} and the banks are refusing to buy the XXXX store delivery plain XXXX gift cards of {$25.00}, {$50.00}, {$100.00}, {$200.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95842
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX : XXXX was looking for a small loan in the amount of {$2500.00} to help my children and I until I receive my taxes I entered my information such as name, dob , address, and loan amount in a few lending websites which of course directed me to third party sites. A few numbers started calling me about being approved and texting my number. One particular company who disclosed them selves as XXXX XXXX located in XXXX, IL continuously called and texted my phone XX/XX/XXXX from XXXX stated the loan amount would be $ 2000 monthly payments would be {$100.00} initially did not talk to them anymore until XXXX XXXX kept calling me on XX/XX/XXXX. I text the number back because I had multiple missed calls from them that number was from XXXX XXXX XXXX stating he was reaching me about my requested loan amount I told him I was at work and would call him back. After picking up my son from daycare I proceeded to call XXXX XXXX we discussed the loan options {$2000.00} or {$6000.00} he stated both repayment plans would be {$100.00} taking out the XXXX of each month had me verify my info and gave me a loan number XXXX, his name and contact info he said his account manager would contact me and please dont miss the phone call. The account manager called from XXXX as XXXX he asked me to verify my info and read out my loan number explained to me that my payments would be {$100.00} a month coming out on the $ XXXX of each month he then sent my a website to put in my bank account information from there he kept saying I have to XXXX the tic myself to make sure it was not fraud he would deposit a check in my account and I would return the funds so they could know it was my and Im not a scammer, he had me do this several times from cash app, but on and gift card as I grew more suspicious I asked him he stated they were private company and if anything happen they would pay all fraud charges to my bank. It was too late on my end I contacted my bank USAA telling them I have been possibly a victim bank fraud, but the decision was already made to close my account I have been a member of USSA bank account for many years and have never had anything like this happen to me I asked what could actually protect me there wasnt much solution. This company in fact called me back this past Tuesday XX/XX/XXXX for what reason I do not know the damage has been I have kids to feed and this has left my with NOTHING, behind on bills and etc
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31419
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Getting the loan
Subissue:
Consumer Complaint: I the consumer made application for {$50000.00} consumer loan in good faith and credit was denied. USAA Federal Savings Bank is in violation of 15 U.S. Code 1642, USC 1681m and cfr 1002 because I, the consumer made an application in good faith, but funds was not issued. Furthermore, because my social security number ( Credit card ) was used and I received NO benefit this is proof of fraudulent activity ( unauthorized use of my credit card ssn ) on behalf of USAA Federal Savings Bank violated 15 USC 1643.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-19
Issue: Getting the loan
Subissue:
Consumer Complaint: I the consumer made application for {$75000.00} consumer loan in good faith and credit was denied. USAA Federal Savings Bank is in violation of 15 U.S. Code 1642, USC 1681m and cfr 1002 because I, the consumer made an application in good faith, but funds was not issued. Furthermore, because my social security number ( Credit card ) was used and I received NO benefit this is proof of fraudulent activity ( unauthorized use of my credit card ssn ) on behalf of USAA Federal Savings Bank violated 15 USC 1643.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: We were victims of an employment scam involving check fraud. The scammers sent a check for the total amount of {$3100.00}. via email. It was too deposit it into the bank account. I used my USAA account where the funds were available right away. Next they wanted me to transfer via XXXX some of the money to set up XXXX time tracker, to track my work at home. It all seemed legit. The XXXX app did not work. So they had me proceed to my bank ATM and take the {$2600.00} out and then put it into a bit coin ATM to their department. While at the ATM, I had complete XXXX different transactions to withdraw the {$2600.00}, which did not flag the fraud alert that is promised with banking with USAA. Within XXXX minutes after depositing the check. I tried to log onto my USAA bank account and the account was locked, there was no notification from USAA and I called to find out why, and they had told me that the check I had deposited was a fake check. I reported this to the XXXX, my report number is : XXXX. USAA never called me to tell me the check was fake, never sent me a notification to my account saying it was fake, they just locked me out of my account with XXXX communication. I contacted the USAA fraud department and placed a report with them, they helped me to change all of my login information and passwords, just in case. They told me that there would be an investigation into the fraud. And I should send over any information I had, such as police reports and the XXXX number. During that week I assumed that the investigation into the fraud was being done by USAA. I sent over all the information I had via text and downloads onto the USAA site. During the first week, I contacted USAA several time and gave them my information all the time thinking an investigation was happening into the fraud. On XX/XX/XXXX, I never received any communication about anything from USAA I see in my account that the check had bounced and I was to pay the full amount back. I called USAA and after being transferred XXXX times!! I spoke with someone in checking who said there is a fraud investigation and he does not have answers, he said at that time that he is not sure if we will be paying back the full amount, if we will need to pay part or none of it. On XXXX XXXX, I talked with an USAA representative who said there was no fraud case happening, he did not have any information on it and that as of XX/XX/XXXX I owed the full amount back. I couldnt believe it, after submitting a case never getting any communication at all from USAA especially not even getting a phone call when the check was realized to be bad. I really couldnt believe this. We were given the run around by USAA for so long saying yes there was a fraud case in the matter, then suddenly there wasnt.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21060
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Getting the loan
Subissue:
Consumer Complaint: I the federal protected consumer or natural person pursuant to 15 USC 1602 ( g ) submitted a loan application for a {$100000.00} consumer loan and was denied based on credit which is violation of 15 USC 1691c. USAA Federal Savings Bank is in violation of 15 USC Code 1642, USC 1681 and 12 cfr 1002 because I, the consumer made an application in good faith, but funds were not issued.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30310
Submitted Via: Web
Date Sent: 2022-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-18
Issue: Managing the loan or lease
Subissue: Billing problem
Consumer Complaint: On XX/XX/10 I made a XXXX party payment from my bank ( NOT USAA ) to my auto loan ( WHICH IS THRU USAA ). I listed my account number and all info needed. Ive been on the line with multiple USAA reps for the past 2 days with no resolution. For whatever reason the payment was sent to USAA XXXX XXXXy, Ive never had a mortgage. Ive requested a supervisor multiple times through USAA as well as the mortgage company with no help. I have a payment for over $ 2k that has cleared my balance account and cant get it applied to my USAA XXXX loan because the reps have failed to get me to the correct place. XXXX beyond frustrated at this point.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42223
Submitted Via: Web
Date Sent: 2022-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A