Date Received: 2021-07-11
Issue: Fraud or scam
Subissue:
Consumer Complaint: Im a widow mother of XXXX kids and my husband died XXXX years ago on duty!!! I have information in my emails and also in mail saying that its money for survival families but some how cant reach it!!! Took out a loan for XXXX to go to school and then transferred after a couple months cause its was too much on me! Then decide to do home school! Then I applied For social security for my kids that haveXXXX and XXXX!!! Then I lost my house with everything in it and my identity was stolen so now I jus have unexplained bills transferred transactions and emails spams and so much and cant get back on track
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 760XX
Submitted Via: Web
Date Sent: 2021-07-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Between XXXX XXXX XXXX XXXX, USAA 's mobile app security failed to flag fraudulent/identity theft logins to our ( mine, spouse 's, adult child 's ) USAA profiles, despite such activity occurring on devices we do not own/never used, and despite other suspicious activities that preceded the fraudulent electronic bank transfers ( e.g., the hackers changed our phone numbers & USAA never tried to contact our old numbers on file for several years ; hackers turned off all security notifications in our profiles ; hackers set up several internal and external bank accounts and scheduled numerous electronic bank transfers in the exact amount of {$4900.00} ( behavior we NEVER engaged in during the 15+ years as USAA members ), etc. ) I'm a professor of Information Systems, and we teach our undergrads some of these basic red flags in our cybersecurity courses. I never would have fathomed that USAA doesn't even have these basic fraud detection protocols in place. XX/XX/XXXX - XX/XX/2021 : Hackers/cybercriminals stole approximately {$20000.00} from our bank accounts through fraudulent electronic bank transfers. XX/XX/2021 : My spouse and I notified USAA of the fraudulent bank transfers and hacked accounts. USAA opened a fraud investigation and said it would take around three business days to complete the investigation. We pleaded with USAA to close or lock our accounts to prevent further fraudulent activity. They informed us they could not close our accounts and to just let the fraud investigation play out. XX/XX/2021 : USAA Collections called me and my spouse and demanded we pay {$15000.00} to bring our accounts positive or we would be frozen out of all of our assets and services with USAA. I explained the fraud investigation was in process, and USAA said that it didn't matter ; their protocol was to collect debts on accounts even if they were being investigated for fraud. Because I didn't want to lose access to the funds I still had in banking and savings accounts at USAA, I paid the debt -- trusting that USAA would restore our accounts when they concluded the transactions were fraudulent. XX/XX/2021 : USAA sent a letter to my spouse 's USAA profile ( even though I opened the fraud claim ) denying our claim and stating " no further action will be taken. '' XX/XX/2021 : We contacted USAA per the instructions on the letter to find out why our claim was denied. USAA reps said they had NO way to contact the Fraud Department that made the decision, but they put in a request for someone in the department to call us and to mail us the documentation detailing their decision. At this point, USAA is still insisting that my spouse set up the external bank accounts, that these accounts actually were in his name -- something USAA verified as part of their process of vetting newly added bank accounts to user profiles ; however, none of this is true. A USAA rep had to instruct us how to find the account and routing numbers of the external accounts added to one of our USAA profiles. We reached the Fraud Department at one of the banks ( XXXX XXXX ), and they confirmed that neither my spouse nor I have ever banked with them. Thus, USAA 's practices for adding external bank accounts is missing the step of properly identifying the bonafide account holders on external accounts. If they had this process in place adequately, our money could have remained safe instead of stolen out of the blue with USAA telling us it's somehow our fault and there's no way for us to recover our money ( after also demanding we pay money from our savings to bring our accounts positive, which effectively allowed the criminals to steal even more of our money, though it came with the benefit of allowing us to re-gain access to the only checking and savings accounts we rely on ). After XX/XX/2021 : USAA 's Fraud Department still has not contacted us, despite our submitting two formal requests through USAA reps ( after waiting for HOURS to speak to said reps ). We finally received a letter in the mail nearly two full weeks after we requested it -- and it said NOTHING. The reason our claim was denied? " Multiple USAA system security logs/records. '' Thus, to this day, nearly a month after we reported the fraud, we have no clue why they denied our fraud claim and we're out tens of thousands of dollars -- money we worked for DECADES to save. Quite honestly, I am CONFIDENT USAA has broken numerous consumer protection laws in our case. At best, this was just poor business processes at a fragmented company, and my family chose wrong in entrusting USAA Savings Bank with safeguarding our money. At worst, and what I'm beginning to suspect, it's simply normal practice for USAA to enable identity theft and fraudulent bank transfers of its consumers -- a way to enable criminal activity on the dime of its consumers. It wouldn't surprise me at all if USAA insiders are involved in enabling these schemes. The XXXX XXXX Identity Theft Specialist explained that their customer 's bank account ( involved in the fraud with our USAA bank accounts ) was hacked, too. That likely means that where our money went -- the two accounts at some fintech company named Current -- belong to victims, too. Thus, hackers can just steal credentials of consumers, exploit cybersecurity weaknesses in banks ' technical infrastructure and business processes, set up numerous ( generally up to five ) bank transfers in the amount of {$4900.00}, steal approximately $ XXXX from each banking customer while getting to wash their criminal money through these accounts too, and simply GET AWAY WITH IT. USAA essentially behaves as a partner to these crimes with their current practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80528
Submitted Via: Web
Date Sent: 2021-07-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On XX/XX/XXXX I noticed that my USAA credit card account was showing as in collections although I had paid off the card days before. I contacted USAA via chat twice that day and realized that I had used an old USAA account number from when I was still married and the funds had therefore been misapplied. I have been with them for over 20 years. During the second chat, I uploaded the 4 the Electronic Transmittal Forms ( ETF ) from XXXX XXXX as required by USAA, to prove that I had sent the payments. I not only paid in a timely fashion but I OVERPAID my balance by {$3000.00}. I was told that after I submitted these documents it would take up to 48 hours for them to receive them and there would probably be a 10 business day turnaround. WHY??? I told them exactly where the money went!?? Since that time I received telephone calls from their collections department NUMEROUS times although I called back and begged supervisors to make them stop and I kept asking for a status on my issue. No luck. I could list all the dates and times of these calls from collections AND to USAA asking but my phone only retains the dates/times going back to XX/XX/XXXX. XX/XX/XXXX I received a call from XXXX in the back office that she had my case but she could not proceed without the account number where the money was sent that SHOULD have been in the original 4 EFT forms but she didnt know why no one mentioned that part of the requirement. Together, we called XXXX XXXX to request these docs and XXXX faxed them to her during the call. It was also during this call that I was informed that when the investigation was complete, the excess money paid would be returned to me via a check in the mail. I asked about the interest accruing on the $ XXXX and she said they would not be paying that to me because this was not their mistake. I asked for the interest because of the amount of time they were taking performing this investigation after I gave them all the information needed on day 1. XX/XX/XXXX collections call received XX/XX/XXXX I called to get an update to be told they had not received docs from XXXX XXXX that had been faxed while I was on the phone with USAA and XXXX XXXX on XX/XX/XXXX. This call took 67 minutes. XX/XX/XXXX collections call received XX/XX/XXXX Sent message via XXXX to USAA pleading for help. Received response asking for the name on my account and asking for some time for a thorough review of the situation - DC. XXXX received an email from XXXX XXXX - Advocacy Advisor stating he would contact me about my issue shortly. Nothing. XXXX Asked again through XXXX XXXX. Was told my issues had been shared with the appropriate area. XXXX XXXX received ANOTHER CALL FROM COLLECTIONS I've also received mail via US Post about my 'delinquent account ' and the 'investigation ' and my credit card statement amount due has doubled. How is it possible that they CAN NOT or WILL NOT resolve this? How much longer are they legally allowed to hold onto my money without a penalty to them and the harassment from their collectors? I have attached transcripts of each of my chats with USAA. If necessary, I can provide screenshots to document the calls since XX/XX/XXXX and the email received.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23454
Submitted Via: Web
Date Sent: 2021-07-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: My score was at XXXX last month. After my dispute of an old collection that I have reached out to numerous times to get dropped off for payment ( USAA ). The dispute completed and dropped my score XXXX points after the completed dispute. My bills are paid on time and my credit ratio is superb. Its currently showing I have 97 % of my credit available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22191
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-09
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am a victim of identity theft. The following accounts were opened without my knowledge, consent or authority. I have no idea how the theft took place, nor do I have knowledge of the suspects. I did not receive any money, goods, or services as a result of the identity theft.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92692
Submitted Via: Web
Date Sent: 2021-07-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX I called XXXX the travel site. I booked a hotel rooms for XXXX 2021 through XXXX. The agent charged my USAA debit card ending in XXXX. Upon arriving to the hotel the clerk could not find my reservation. I called XXXX at XXXX XXXX XXXX XXXX and they stated the rep put in the request for XX/XX/2021 through XX/XX/2021. XXXX apologized and stated they would refund my fee and cancel my booking. After leaving the hotel I was assured by XXXX to expect a refund within 3-5 business days. After a week I again called XXXX who stated they put in the request to XXXX XXXX to refund my card. I called XXXX XXXX at XXXX the cashier said she would have a supervisor call me back. They never did. I called USAA in XXXX. Spoke with a rep. She stated she would institute a Dispute and they would issue a temporary credit. I received a letter on XX/XX/2021 which I will enclose stating they need more information and giving me a due date of XX/XX/2021. I enclosed the reservation from XXXX. The cancelled booking from XXXX and proof of the payment via my debit card I provided my bank statement from USAA showing my $ XXXX charge to my card. I called the CS rep after to I submitted my documents to speak to the Dispute to both verify that they could see my documents and that this was all I needed. I was informed by the rep that the dispute department DOES not take calls but she would send a message over to them to give me a call if they had any questions or concerns. She was able to look and verify that I did submit documents. I heard nothing else but received a letter XX/XX/2021 stated that they either did NOT get my documents or they were not what they needed. This is not true. The copy of the voided receipt was furnished. And the copy of my bank statement was furnished as well. Also I furnished the cancelled booking as well. They are saying they are going to reverse the Temp Credit and charge my account on XX/XX/202 for {$310.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 221XX
Submitted Via: Web
Date Sent: 2021-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I can't provide dates, but probably the bank can. I contacted them at least six times over the past eighteen months to complain that their new security system was not functioning for me since they installed the new protocol. Sometimes they got back to me when I left a message, sometimes not. When I spoke with IT, I asked whether someone might be hacking my account or whether their system was merely dysfunctional. They said no one was, to their knowledge, hacking my account. They said they would work on the problem. Sometimes it was solved. At least on one occasion, it was not. Three to four months later I called in again, etc. Sometimes it was solved within a few days, sometimes not for two weeks. It's been completely erratic with them. In the last week of XXXX I was able to access my account, but the next day the same issue arose. A couple days later it worked again. Then again, a day or so later, I could not access the account. As of today, I still can not access my account. The USAA customer service phone line has for a month XXXX or more ) had a phone queue of 55-90 minutes during business hours. Rarely can I devote that much time to waiting for someone to pick up the phone. Last night ( this morning at XXXX XXXX PST ) I got them after a four minute wait. Their wait time about four months ago was between 2-10 minutes. Now, I don't even bother asking them to fix the security issue. They can't do it reliably. I just use their customer banking service instead. But being unable to use the computer, which has greater facilities than their phone app, has become intolerable - I have had it. Please investigate their banking security system and customer service phone queue practices, which are certainly far, far below " best. '' Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 947XX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: USAA FEDERAL SAVINGS Bank reporting to the 3 credit bureaus as a derogatory mark on there I aske that this be remove balance of {$20000.00} is a negative report on my credit reports AND HAVE SENT SEVERAL LETTERS TO AGENCY ALL COME BACK RETURN TO SENDER
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14213
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: - Failed to complete money transfer from previously verified, utilized and valid account. - Erroneously charged a Returned Item Fee - Harassed and threatened me - Failed to acknowledge that I was not at fault and refused evidence to prove their error. See Attached Documents for Details and Evidence
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-07-07
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I got these accounts that does not belong to me and i want them to be remove from my credit report. 1. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 2. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 3. Identity Theft XXXX XXXX Account Number : XXXX This is not mine. 4. Identity Theft USAA FEDERAL SAVINGS B Account Number : XXXX This is not mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A