Date Received: 2021-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX, XXXX, XXXX ... XXXX XX/XX/2020 USAA took {$1300.00} from my Checking Account. I had deposited it in XXXX. XXXX XXXX at XXXX XXXX XXXX XXXX in XXXX XXXX, CA says he does not have a stop payment or a deposit returned to his client, my former boss, XXXX XXXX If this is true where did my Money go? USAA has not told me where the money went jut that it i gone which was my initial complaint of not providing my electronic deposit with FDIC protection. Where did my {$1300.00} go? To XXXX XXXX maybe?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA closed my account in 2020 end of XXXX At the time of account closure done by USAA due to fraud happened to me, check with {$2000.00} and some changes is supposed to be mailed to my address on file. {$2000.00} includes military XXXX and social security XXXX. However, only {$43.00} check was received from USAA in early XXXX. I contacted thru phone in XXXX, but the response was unsatisfactory and stated that {$43.00} is all I would get.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 57105
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XXXX XXXX requested closure of account at USSA for the third time. I tried transferring the funds to a retirement account/new banking account wire transfer and XXXX to keep misappropriation of funds transactions occurring to XXXX. The calls were long and repetitive. Upon making the transfers out of the account the funds were rerouted back to the USAA account where other unauthorized ACH transfers occurred resulting in NSF fees. I did not make the transfers. USAA was investigating bill which I had paid and not the issue of rerouted funds and they do not respond to their XXXX email. There was no answer as to how or why there were misappropriated funds to another bank account. They just stated they recovered it and still refuse to close the account. Their reason is there must be a 24 hour period of no transactions to close the account. There are unauthorized transactions, I have no control. I have had more issues with USAA representatives, ongoing. Question of quality and standards of the security. At times as strict and on cue as I wish for it to be and then one day, a representative will help me with auto and checking and give me a new pin to reset my pin. I once told a rep someone has to be changing my pin and password to access accounts. I closed out a life insurance policy of 13 years for XXXX due to the fact I wanted to leave USAA completely with the thought someone had been accessing my personal information. Once a representative thanked me for being a member for 22 years, how long I was married, recently divorced. I have only been a USAA member for 18 years at best at the time she mentioned it which raised so many red flags. I have tried to bring clarity and let the representatives know to stay on top of the process. I had been going without a pin for so long until I changed wireless service recently. Thank you for your review.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2021-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020, I purchased a service with a marketing agency called XXXX XXXX XXXX. During my consultation call, I was told the services could get me 2-5 appointments. I needed 2 appointments to trigger my insurance salesperson contract. The gentleman XXXX was told my situation and that I didn't have the XXXX asked for. I was told that XXXX could give me a discount for XXXX if I signed up on that call. I only had barely the amount. I was nervous but XXXX let me know he had used the service for his insurance career and if it didn't work, I could get my money back within 30 days. I sent an email letting the company know it did not work and requested a refund. I was told that I could not get the refund promised and I was within the 30 days and had followed all of the steps advised by the company. I did not get any appointments. I disputed with USAA and have called pretty much everyday or sent a chat. Many of USAA 's agents saw but USAA still sided with the merchant. The merchant sent in a false invoice without a signature or my name or information and lied in the statement sent. My email proves my statements. I have attempted to let USAA know this almost daily and they are telling me to contact the merchant which is why I contacted USAA to dispute. The merchant ignores me and has not responded. Also, the merchant showcases a money back guarantee on his website, blog and XXXX channel. Yet, USAA still does not refund my money. I also sent in all of the documents to show the information. I am asking for help and a refund as an over drafted account affects me and I am telling the truth. I also do not have XXXX to waste especially at a time during a crisis. I was trying to keep my job. I lost my job because I did not trigger. I can provide all of the documents provided to USAA and all forms of communications, including what the merchant sent in which was false information.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am a member of USAA since XXXX and have checking accounts with them, and where I receive my direct deposit from my employer. On XX/XX/2021, I made a transfer through the USAA app from my XXXX checking account in the amount of {$13.00} and my funds which usually are available immediately were put on hold until XX/XX/2021. Those funds have been debited from my XXXX account since XX/XX/2021, but I am still unable to access it because the funds are still on hold with USAA. Today I made a check mobile deposit in the amount of {$25.00} and again, the system placed a hold until XX/XX/2021. I contacted USAA to cancel that deposit, since it was done through the mobile app and the system was putting a long hold without warning me about the holding time to allow me to cancel the deposit and was on on the phone from XXXX PT until XXXX PT. I spoke with a representative who kept me on the call for a long time and then finally transferred me to a senior representative named XXXX, who refused to remove the hold on my {$25.00} deposit. I explained to him that the system did not inform me of such a long hold time prior to complete my transaction, and still he said its USAA policy to keep long holds on deposits. Since I have been a member for almost 30 years, I knew XXXX was not giving me the correct information, since small deposits becomes immediate availability, so I contacted USAA again, and spoke to another representative named XXXX, and then was transferred to a representative named XXXX, who said that earlier her colleague XXXX had refused to remove the hold and placed a note on my account at XXXX CT. She used refused when referring to the notes placed by XXXX earlier XXXX I told XXXX that I called to get to the bottom of this problem that has been occurring with my deposits and transfers and the extended holds, as I feel I am being discriminated by the bank and asked why all my deposit transactions have been put on long holds on the past few weeks, but she didnt have an answer for me and again, just didnt give me an explanation or offered me a resolution on this issue. I am attaching copies of my transactions with USAA, copy of my XXXX list of transactions showing funds paid to USAA on XX/XX/2021 and copy of check deposited today for review.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92103
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA XXXX XXXX # XXXX ( XXXX {$1100.00} ) HAS PUT A DUPLICATE FRAUDULENT ACCOUNT ON MY CREDIT REPORT 5 TIMES ACCOUNT DOESN'T BELONG TO ME. ALSO XXXX XXXX XXXX ( XXXX XXXX, ACCT # XXXX ( XXXX {$360.00} ) I NEVER OPENED AN ACCOUNT WITH XXXX THIS ALSO IS A FRUADULENT UTILITY ACCOUNT. THE INQUIRY DATED XX/XX/2021 FROM XXXX XXXX XXXX IS A FRUADULENT ATTEMPT TO APLLY FOR A LOAN I NEVER GAVE ANYONE OR XXXX XXXX XXXX PERMISSION TO APPLY FOR A LOAN.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76006
Submitted Via: Web
Date Sent: 2021-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-07
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: In the month of XX/XX/XXXX, a debit/bank account was opened with USAA followed by an unsecured loan that was taken out using my information electronically. I was not made aware of this action until XX/XX/XXXX when I reviewed my credit report. Immediately I contacted USAA, in order to dispute this action. USAA did not notify me of the account via email. At the time of the loan being taken out, address information was not correct. The address on file with USAA was listed as XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX ( where I lived up until XX/XX/XXXX ), however, my address at the time was XXXX XXXX XXXX XXXX, MD XXXX ( where I lived from XX/XX/XXXX to XX/XX/XXXX ). I updated address information with the post office immediately after moving. After the incident, I notified the major credit bureaus, in order to place fraud alerts and credit freezes on my report, as well as contacted the FTC to report the identity theft. Following this, I contacted the police department to file a police report of the incident in XX/XX/XXXX. I have made several attempts at disputing this account with USAA. They have advised me that the account and the loan was not done fraudulently. A detective working on the identity theft investigation has also determined that the activity is fraudulent and was committed by spouse. The investigation concluded on XX/XX/XXXX and Detective XXXX XXXX with the XXXX XXXX PoIice department delivered the results to me. I have since separated from my spouse and I legally divorced due to this action, as I was unaware that he committed this. The martial settlement agreement declared by the court leaves my spouse responsible for this debt. This account and loan was opened up without my knowledge or consent and I am struggling with USAA on having is resolved. USAA has refused to give me any actions on how this can be removed, despite my submission of a police report and identity theft report. I have taken all necessary steps and recommended actions, but I feel that this is unfair for USAA to continue to hold me responsible for a fraudulent debt. I have tried to contact USAA multiple times and have spoken to different departments regarding this issue. I previously submitted a complaint in XXXX and was contacted by a representative by the name of XXXX XXXX ( member advocacy ) and he left a voicemail with his extension. I was at work and called him back right after and I have left him several voicemails with appropriate times to reach me. I continued to call and leave voicemails daily for about 2 weeks. I called USAA and spoke to a representative who stated that he would have Mr. XXXX reach out to me, but this was never done. I have a copy of the call logs and voicemails. Mr. XXXX sent an email stating he could not get in contact with me, but I called back several times and only received his voicemail. The dispute was closed without any resolution and I am back at square 1. It is difficult and time consuming to get ahold of someone and I have spend countless hours on the phone. I have also written and mailed letters to USAA and the 3 major reporting credit agencies. The loan is currently being reported as a charge off and is negatively affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21244
Submitted Via: Web
Date Sent: 2021-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-06
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I called USAA because I was experiencing a hardship due to COVID-19. I made an arrangement to make the payment betweenXX/XX/XXXX to XX/XX/XXXX. USAA negatively reported the account the credit bureaus on XX/XX/XXXXbefore the payment could be made. I called USAA about the credit reporting issue and made the payment to bring the account current. My credit report is still showing a negative mark and I think it is unfair and illegal to negatively impact customers consumer reports during a global pandemic, especially when there was an arrangement in place to pay by a certain date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08053
Submitted Via: Web
Date Sent: 2021-03-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On Saturday, XX/XX/2021, I'd found out that {$1000.00} was gone from my USAA bank account. I saw that money had been transferred through XXXX to an unauthorized number. I immediately called USAA to film a bank fraudulent claim. When I was on the phone, I was told that an unusual phone number was identified having access to my account. So i also went through the lengthily process of reporting my debit card stolen, had my email changed, username changed, password changed, pin number changed, and turned off the quick login feature to avoid any more break-ins. On Thursday, XX/XX/2021, I was emailed a response from USAA that my fraud claim had been denied. The next day, XX/XX/2021, I called back and spoke to a USAA representative and asked for an explanation to why my claim was denied. The guy on the phone was perplexed and sent me to the ER department of USAA, which apparently handles securities and claims investigations. I was told by the woman on the phone that I was denied because it was my responsibility through a scam. I kept trying to explain that no information had been given out to anyone, but they still said there was nothing they could do. That a man somehow got my information from somewhere, used it to get into my account, and made a transfer without my authorization and I was told that it's still somehow my fault. I warned that I would just keep calling back until I see my missing money reimbursed. Still, they said that the decision was made and that they hoped I'd have a nice day. This seems like a securities issue on their end as my phone and email were the only numbers or addresses that were authorized to get into my account, and yet despite an unknown phone number getting into my account, they still call it " my fault ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92563
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-03-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA Federal Savings Bank is illegally withholding access to my accounts and forcing me to answer survey questions in order to have access to my accounts. These questions include privacy-violating questions such as total net worth, annual income, foreign associations, etc ...
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23323
Submitted Via: Web
Date Sent: 2021-03-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A