Date Received: 2024-01-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have a checking account with USAA, a debit card linked to that account, and a apple cash account that used this debit card. On XX/XX/XXXX, I was XXXX XXXX XXXX by XXXX men who stole my phone and demanded my iphone password. They then sent themselves {$4700.00} via XXXX XXXX on my phone to a contact listed as " XXXX '' : ( XXXX ) XXXX. I disputed this transaction with USAA as fraudulent and unauthorized, and they initially provided me provisional credit of {$4700.00} while working with the claim. After their investigation, they determined that these transactions were not fraudulent, and took back the provisional credit they gave me. I have since re-opened the claim with USAA, but I would like to file this claim because I am unsure if they will correctly determine that this transaction is fraudulent.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 60657
Submitted Via: Web
Date Sent: 2024-01-06
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I ordered a game from XXXX XXXX XXXX for {$48.00} on XX/XX/XXXX XXXX I received an email receipt # XXXX from XXXX XXXX XXXX. XX/XX/XXXX XXXX I received email stating my order has been shipped. I was provided with a tracking Number XXXX, as well as a web site to track the order and view details. XXXX XXXX XXXX, when i try to log in to track it XXXX cant get in So I tried to email the support email address XXXX, and I get a message back that " Address not found and wasn't delivered '' there is no phone number on either the email i received for the receipt, or the email I received that said my order was shipped on XX/XX/XXXX XXXX Can this be looked into? I just at this point want my money if they are not going to send the merchandise. I have the record that the money was withdrawn from my bank account on XXXXXXXX XXXX from USAA bank. I have not notified them yet and don't which way to go on this matter. Please advise as soon as you have an opportunity. I can provide documents if you need them just let me know... XXXX XXXX
Company Response:
State: PA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-01-05
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Other transaction problem
Subissue:
Consumer Complaint: My bank is USAA and it is connected to my XXXX account. I paid another person on XXXX {$650.00}. I later disputed the charge as I incorrectly thought it went through XXXX. When I submitted the dispute through my bank they alerted XXXX and XXXX took the money back from the other user I had originally sent the payment to and sent it back to my bank. A couple weeks ago I received a letter from my bank stating the fraud investigation is done and XXXX proves the transfer was legitimate and legal. Which I agree with. At that point I expected the money to be sent back to the person I originally sent it to. It has not been sent to her as of today. I have contacted my bank and XXXX multiple times trying to find this money. Every time I contact my bank they say their investigation is closed and I need to contact XXXX. When I contact XXXX they always say to call my bank. XXXX told me multiple times that USAA investigated and told them the decision was in my favor but I never got the money back. I am a single mom that lives paycheck to paycheck. I need that money to be found and returned to me or the person I sent it to. {$650.00} is a lot of money for me, and I am in desperate need of this money being returned to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Fraud or scam
Subissue:
Consumer Complaint: My banking institution USAA refuses to refund {$500.00} to my checking account due to XXXX scan that I immediately cancelled and disputed same day. USAA has refused to refund funds due to XXXX agreement that says do not send money to people you may not know. USAA refuses to provide documentation after receiving proof of SCAM email sent by XXXX. Multiple documents of proof of the scam was provided to USAA. After multiple attempts to escalate USAA refused to escalate the situation due to XXXX agreement.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28273
Submitted Via: Web
Date Sent: 2024-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX {$150.00} XX/XX/XXXX {$100.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} XX/XX/XXXX {$40.00} Were all unauthorized transactions out of my bank account I reported the transactions to XXXX for Fraud on XX/XX/XXXX and previously in XXXX to XXXX for Fraud. On XX/XX/XXXX XXXX initiated the dispute for the transactions and requested that i sign a WUSD. I never recieved a WUSD from XXXX for signature within 10 buisness days. The case was closed and my nothing was done for my fraud dispute, due to XXXX failing to provide me with a WUSD to sign. I attempted to contact XXXX multiple times to get a WUSD To sign. Transactions are not listed on my disputes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2024-01-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: On XX/XX/2024 a new bank account was opened USAA without my consent using my social security number. Called the company on XX/XX/2024 when notified via XXXX that an account was opened using my social security number they have reported it to their fraud department. Waiting for information regarding the account being closed and for further activity.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On Wednesday XX/XX/XXXX, I noticed some signs that my email had been hacked, and that the thieves appeared to by trying to gain access to my financial and retail accounts. My first call was to USAA, my only current banking relationship. I froze my accounts, got information on how to implement a digital recovery checklist, and received ( verbally, NOT electronically ) a temporary password and pin to use in the recovery. On Friday XX/XX/XXXX, I requested the checklist, and was told that my - frozen - accounts had been taken over by someone who changed all of my access information and was actively in my USAA accounts, but I was unable to regain access since I could no longer authenticate the information on my account which had been changed by the thieves. I submitted copies of my drivers license, and gave my correct phone and email information, but was told I would need to wait up to 10 business days to be contacted by the fraud department. I was additionally told that I could not be transferred to Fraud, nor could I verify what the thieves were doing in my various accounts, nor could I make a further attempt to freeze my accounts until I spoke to Fraud. Today it is Wednesday XX/XX/XXXX and I have not heard anything from the fraud department, nor do I have any information from USAA about the status of fraudulent usage on my accounts. I do know from another financial service provider ( XXXX ) that was also hacked that the thieves tried to move money from one of my USAA accounts into my XXXX account, in hopes of being able to withdraw those funds. This transaction was blocked. and my XXXX account was EFFECTIVELY frozen from subsequent attempts to access those accounts. I wish I could have the same information, action, and assurances from USAA, but in spite of daily efforts I have not be able to do so.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, I went to log into my account for USAA checking account and noticed it was closed. USAA is stating my exhusband whom iv been divorced from for about 10 years was CO owner on the account and closed it this is their speculation by the way. They can not confirm who closed my account WITHOUT my permission. My exhusband hasnt has access to my account nor any of the security questions that usaa asked to speak on behalf of your account. would like to note they said this person called in- couldnt provide with who or pull the call I have attached my last statement with USAA Showing my account was in good standing. This account is not my primary account as there are limited transactions. We may require you to give us a minimum of seven ( 7 ) calendar days advance written notice when you intend to close your account by withdrawing your funds. We may refuse to close your account. NO NOTICE WAS GIVEN
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-02
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Hello, i having some dificulties to close the account # XXXX with USAA since XX/XX/2023. This account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness ( she was a XXXX patient ). She passed away on XX/XX/2023, and i report this information to the Social Security Adm that very same day. I wasnt aware of the procedures since is my first time dealing with the loss of a direct family member. On XX/XX/2023, I spoke with the Survivors Relations Team and i was quite clear that i want to close the account cause all the money received or take out from it was my mother 's VA pensions and bills. I explain that this account was under my mother name. She include me as a co signer just to managed her funds in her time of ilness. I also ask if there was a way to put a stop for all the ACH and debits that my mother has, since no more funds will be receive on that account and i dosent have the information to all the merchants she may has.They request de death certificate which i uploded through the app. I was told that they will call me back to continue working with the closing, buy never received such call. On XX/XX/2023, I start receiving notifications that the account was overdraft, since several ACH from my mother bills were posted. I call then back to verify this since i was quite clear when i requested to put an stop payment for any transaction on that account. The response they gave me was that the account was mine, that is only under my name and that i have to cover the overdraft amount. I try to explain in several occations and calls that i havent expent that money cause the bills and ACHs wasnt mine. On XX/XX/2023, i spent more than 4 hours on the telephone back and foward through every department asking for help and receiving the same feedback. They check some information, put me on hold, come back and told me that they understand my situation, that i was right, they gon na transfer me to another department to see what they can do. Lastly, one of the collection representative told me that I have to pay the overdraft cause the account will be charge off in XXXX XXXXXXXX XXXX, which would affect my credit score. History long short, I payed back the amount of {$4100.00} in money that I havent spent, just to protect and avoid mY credit score being affected by this. The first check sent was reverse cause I forgot to write the amount in letters. The second check was sent on XX/XX/2023 and the amount on hold was finally posted today. I check the app to see if the money was posted to call customer service and crequest to close the account but, for my surprise, theaccount was overdraft for {$56.00} for an XXXX pending ACH. I call then today to see why there is an ACH pending since the account was supposed to have an stop for all transactions and to finally close the account. I inform the representative that was pretty weird that the transaction went through since the account has no funds and no ACHs was charged since mid XXXX. But apparently, they never put the stops requested before. The representative went through all the merchants and ACH with me and put the stop in every merchant. Also, we spoke about a dispute for a transaction of {$1000.00} regarding a vacation club that was charged after my mother died, which I mention like a month ago. I request to continue with the dispute, but then she told me that it going to take 45 to 90 days to received the response. I told her to cancel the dispute cause I dont want to wait that long giving the opportunity or risking that merchants that my mother may still have which I dont know about, continue charging the account and creating overdrafts since the Bank cant guarantee or secure that thats not going to happen again. I willing to pay back the {$56.00} charged today just to cover the overdraft and close the account. But the representive told me that the account can be closed until all disputes are resolved. I just want this account close no matter the disputes it may has. I payed {$4000.00} in money that I havent spent or used. That should be enough reason to be let alone and receive some peace of mind.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00778
Submitted Via: Web
Date Sent: 2024-01-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-03
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I previously submitted a complaint on USAA because their ATM did not disburse my money ( {$300.00} ) on XX/XX/ I was in contact with a representative name XXXX up until XXXX trying to find a resolution to get my money back, then the communication stopped I've made multiple calls and no response
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2024-01-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A