Date Received: 2023-12-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/23 I purchased a XXXX from XXXX XXXX XXXX in XXXX XXXX Missouri to be used the same day. When checking out I looked at the date of the XXXX and it was correct. While driving to hotel my wife realized that it was for the next weekend. We immediately tried to cancel the XXXX and contacted their customer service. The only way to talk to someone is through an app on their site and the customer service is subpar. They wanted information from the hotel and the hotel would not provide me that information that the room was not used. Even after the date it was supposed to be used. We have been with USAA for over 19 years and disputed less than 5 things or charges that were inaccurate in that time. I have provided documentation pictures of the conversation with XXXX and dates that the great wolf lodge was contacted multiple times. We have not been given what they utilized to make a decision or what information or investigation they did with XXXX and XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: 68116
Submitted Via: Web
Date Sent: 2023-12-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Problem with a purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: I have been a USAA customer for 49 years. Since XXXX of this year, I have been resolving disputed charges on my credit card with USAA. ( My current credit card number with USAA is XXXX, expiration date XX/XX/XXXX, security code XXXX. ) For the most part, these have been resolved, including charges in the amount of {$2500.00} which have been described as charges against my credit card for deposits to a bank account. I did not create these charges. In XXXX, USAA did set up " promotional '' checking and savings accounts which I do not recall asking for. Once I realized that these accounts were problematic, I had them closed. Even with that, they were reopened. I had them closed a second time. Meanwhile, two of three {$2500.00} credit card charges have remained. Once again, I am battling USAA have these resolved. I never get a straight answer on these last charges of a call back. In toto, I have made 20 calls since XXXX, XXXX to have all of these resolved and approximately 10 calls devoted to the {$2500.00} charges. I am always polite during these calls even with my growing frustration.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 20112
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Good evening. I was informed of this account on my credit while in the process of trying to buy my first home with my VA loan for a XXXX gift for my family. As my wife just had our XXXX baby and we have a bad area we have been renting in. The credit advisor told me that it is reported I made a payment on this account in XXXX of XXXX after the vehicle was repossessed from me in XXXX of XXXX I thought but I could be mistaken but I know I made no payment after repossession. I also was informed that the information being reported on this account is also being reported inaccurately with dates and still being reported on my credit account when I have had no contact from any company in the last 7 years about this repossession still being reported as if I am aware or am still in possession of the car. I was told the company reported in XXXX and also in other months but I have not been aware this has been affecting my credit that I am not careless with. I have attached what the creditor has provided me and hope that this reaches the right department. I hope this can be resolved so I can move forward for my family. I have not owned a vehicle in years and would like to at least be able to house my family as I pursue a position as deputy in my town. Thank you for your time. Happy holidays. Best regards, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34482
Submitted Via: Web
Date Sent: 2023-12-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: In XXXX I received an email from my insurance company that my subscribers account was available for viewing online. I went to the companys website to view the account and saw that there was over XXXX dollars in savings.I was also told to look for a distribution in a few months. As if this week, I have received {$16.00}. I have been a member with USAA for 41 years. When I talk with other USAA members, my reimbursements are far less than other members that have experienced similar situations as my own. After receiving this distribution I call in to find out what remains, and there is just over XXXX remaining. That means that within less than 8 weeks, more than XXXX was distributed, but I only received {$16.00} dollars and XXXX cents. This has been occurring for the last few years, where my account has had greater returns.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2023 we unknowingly transferred {$4500.00} to an impersonator who was imitating the company we are working with to restore our home after we experienced a category 3 flood. Funds were transferred via ACH to their XXXX XXXX Account ending in XXXX. The scammers utilized the signature block of the person we had been dealing with from the legitimate company. Later that same day, we called the company to inform them that the payment had been made and they informed us that they had been hacked and a few of their other customers had fallen victims to these scammers. They then sent an email to all their customers to inform the if the issue. We called our bank, USAA, the same day to report the fraud and asked for the transfer to be canceled our reversed. On XX/XX/XXXX, they informed us that they were not going to take action because they " determined the transaction was processed as requested. '' While this is accurate, this is exactly how scammers get away with this because they convince unsuspecting people to initiate these transfers that are then " processed as requested. '' Request assistance in getting USAA to get our money back as this money is supposed to be used for restoring our home to a livable condition. Note : I was not able to upload the entire email string due to the PDF exceeding the 10MB limit ( it's 11.52 MB ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92028
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: My ex husband open a credit card account with USAA. He included my name on it without my knowledge. I found out during our divorce that he opened this account. I have called USAA and asked them to take my name off that account, so I just took a look at my credit account and see that is on there. Can you please help me and have it removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27834
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/, USAA withdrew {$330.00} from my checking account without authorization and with no notice provided to me until the next day. They claim the payment was arranged through their app, however, I was given three different times and dates that this was supposedly done. I have advised them several times that the information they are claiming is not at all true and no bill payment was authorized for this. Nobody has access to my account or banking information except for me and them and I did not authorize this payment! This was done fraudulently! They did not have my permission to withdraw funds from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36303
Submitted Via: Web
Date Sent: 2023-12-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-14
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XXXX XXXX XXXX, {$10000.00} was fraudulently transferred from my wifes and Is joint checking with USAA. One transfer was for {$900.00} and the other {$9100.00}. My wife contacted USAA the same day to dispute the charges and USAA opened an investigation. On XXXX XXXX we were contacted via phone from a USAA fraud investigator. The investigator explained to us that on XXXX XXXX someone went on USAAs website ( usaa.com ) and using only my wifes phone number was able to gain access to our accounts. This person logged in everyday until XXXX XXXX, when they transferred our money to an external bank account. The fraud investigator claimed USAA has not evidence of fraud and refused to return the funds to us because the person who accessed our accounts used a phone number is listed in USAAs system as being associated with us. First, my wife and I only access our bank information via the USAA app, because the app is directly tied to our personal devices and requires a pin number every time we access it. Accessing our accounts via the website from devices not associated with us should have raised suspicion. Second, the person who accessed our accounts from the website, not a phone call. My wife and I never use USAAs website and if we have banking issues that can not be addressed via the app we always call, per USAAs own guidance. Someone accessing our accounts only from website, not the app and not with a phone call, should have raised suspicion. Third, the {$10000.00} transferred from our accounts were clearly done in a manner to avoid having to do a Currency Transaction Report which should have raised suspicion by USAA and the financial institution that received the funds.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80922
Submitted Via: Web
Date Sent: 2023-12-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-13
Issue: Problem with a company's investigation into an existing issue
Subissue: Problem with personal statement of dispute
Consumer Complaint: On XX/XX/XXXX, I was at the store shopping and checked my account to see how much funds were available, and I notice there was a warning banner saying I have a cancellation pending and I needed to pay {$10.00} so I did. I just thought it was something incidental as I prepaid my policy until XX/XX/XXXX so there couldnt be a cancellation. Since it seemed minor only being {$10.00}, I never thought much of it, even though when I got the policy the associate told me that when I prepay if any adjustments are made it would appear on my next bill. I looked at my bill due on the XXXX and saw the {$10.00} was included on it. The very next day when I got paid, I decided I would pay my next 6 months just to get it out of the way and when I went to do so my policy was gone. This prompted me to contact USAA to find out what is going on. When I called USAA, the associate said yes, your policy was cancelled for nonpayment. I asked how was a policy that I paid in full for 6 months be cancelled for non-payment, prior to the expiration of what I have paid for in advance. Then the associate said it was due to an adjustment that apparently, I made. I disputed this as I havent touched my policy since I signed up back in XXXX, as I had zero reason to look at it. The associate put me on hold for a long time and came back saying Well this is all automated so we cant do anything. I said OK but the associate said any new charges would be on my next bill when I renew my policy. The associate said yes, this charge was from XXXX bill, and I didnt pay it, so you cancelled my policy. I explained I didnt have a XXXX bill I had a XXXX bill that I paid my insurance through XX/XX/16 and then I had a XXXX bill for the next 6 months, as I did not pay for a prepaid policy just so I could still make monthly payments, this is ludicrous. After going back and forth with the useless associates, I said fine I dont really care about the why, I just need my insurance back on. The associate was more than happy to help with that, I guess it helps with her numbers when you get as much money as possible out of your customers before XXXX. The associate comes back and says Ok, your policy will be over $ XXXX for the next 6 months and we need it all now and looking at my account after just getting paid I noticed that USAA really did have my back as they were leaving me with {$9.00} to make it through XXXX and XXXX. The ever-friendly associate said hey we can fix this ; Ill increase your deductible to {$1000.00} and this will bring your total to $ XXXX still this was over {$600.00} more than what my bill was supposed to be. I questioned what was going on as this is severely more expensive than what my bill said just yesterday. The associate says uh thats because youre in a higher bracket now since your policy was cancelled for non-payment on the XXXX but the good news is the {$10.00} was paid so you wont see that again So instead of {$280.00} as it says is due on XX/XX/16, which wouldve been reasonable given XXXX around the corner, USAA is like let 's just add a XXXX behind it to bring that payment from hundreds to thousands and then we can tell him how much we are valuing him. I spoke to so many people yesterday and I really have to say every one of them said We value your 24 years of membership and while in the past that statement always made me feel USAA was different, this experience has shown me exactly what you valued about me as a member. The only thing USAA values about my 24 years of membership is the money they continue to extort from me instead of holding true to our agreement. If USAA valued me then this wouldve never happened over {$10.00}, this only happens because USAA values my money and saw a chance to cancel me so they can say I was cancelled for nonpayment to put me in a higher bracket. Now I know you will say this is not true and we value all of our money sources, oops I mean members, but to cancel my PREPAID policy for a {$10.00} fee that was already being added to my XXXX bill and actually paid the day it was supposed to be cancelled, then to charge me an additional $ XXXX for the same policy due to me now being a payment risk, yet I have paid in full once again. I know every one of you has said our hands are tied, this is automatic but that is not true. This can be fixed and reversed, I worked in insurance sales and as an attorney representing insurance companies in Court. Now I am the supervising attorney for the Maryland Court system and if a client came in with this exact situation you can bet, we would be helping them sue the violator or assist with filing a complaint with the XXXX XXXXXXXX XXXX. I dont want to do this as because I have been with you for 24 years but unless this gets resolved I will pursue every legal avenue possible, as well as a social media campaign and contacting my government representatives. To USAA {$800.00} may not seem like a lot but I can guarantee, win, or lose, Im an attorney that is experience with this area of law so my legal fees are free, but USAA as a bank that is required to have legal representation so you will be losing way more than the {$800.00} you have extorted from me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21122
Submitted Via: Web
Date Sent: 2023-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-12
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I received a call from someone impersonating my bank, USAA. They used the USAA phone number, sounded XXXX, and knew my account number, phone number, and full name. They told me that there was fraudulent activity on my account and asked if I would like to freeze my accounts for protection. I said I would and asked for their name and identification, which they provided. They sent me a link to a site that looked like the USAA website asking me to sign in to lock my account. I did this and they sent a security code which I relayed. Before ending the call they told me not to access my account for a few days. I found this suspicious and called USAA right away ( a minute after the fraudulent call, on the XXXX ) to ask if I was just called by USAA. The person I spoke with said they could not confirm or deny the information. I requested that my accounts be frozen. I explained that someone had my account information. The USAA representative said they placed my account on review and no transactions would be permitted. While on the phone with USAA I had my mother ( whose name is on the account ) transfer my checkings account balance ( {$280.00} ) to her account to protect my money. She succeeded. I told the USAA representative that I was doing this. I then transferred the money I had in my USAA savings accounts ( {$1900.00} ) into my checking account so my mother could withdraw to protect my money. She was not able to transfer any of the money so I assumed that meant my money was indeed protected and USAA had frozen my account. However, the very next day ( XX/XX/XXXX ) I received notifications that my quick logon was deactivated for my mobile device, I had no access to my online banking account, and multiple emails of Fund Transfer Confirmations in the amounts of {$5000.00} and {$6900.00}. I called my bank at XXXX PST on XX/XX/XXXX to let them know that the transfers were not initiated by me and that I had no access to my online banking or mobile app. USAA told me they would put a note on my profile and make sure it was under review. It was. I was called back by USAA at XXXX and I reiterated that the transactions are not mine and that the fraudster must have changed my bank account login information and that I was scared the transfers would go through. I was told that the transactions would not go through because my account was under review and that my bank account was safe. On XX/XX/XXXX from XXXX I called to ask if I should let USAA know anytime a transfer was initiated because I was still receiving emails. The USAA representative said no. I called USAA on XX/XX/XXXX from XXXX to inform that I received another Funds Transfer Confirmation in the amount of {$1900.00} which was clearly my money. Again I was told my account was under review and it would not go through. I called on XX/XX/XXXX from XXXX. I called again on XX/XX/XXXX from XXXX upon learning that my checkings account was in negative balance. I believe it was on this date that USAA informed me that no fraudulent activity was detected and that I was liable for the {$15000.00} ( transferred while I did not have access to my account ) that put my checking account in negative {$15000.00}. I told the representative that this made no sense because I had not made the transfers, had asked USAA to freeze my account on XX/XX/XXXX, and every time I called throughout the weekend I was told that my account was protected and no transfers would go through. I was asked if I wanted to submit for another review. I said yes. That same day I received a call from USAA at XXXX and asked if I could call back because I did not trust calls anymore, they confirmed. I called USAA from XXXX and got reconnected. The woman said the decision regarding the negative balance and my liability had been re-reviewed and the decision that I am liable still stood. I expressed frustration and reiterated I had not conducted the transfers and had USAA freeze my accounts. I added that I did not have access to my bank account since this started. I was transferred to a specialist named XXXX to get into my account and was told that I can not access the account because it is still under review. I was told to try again in 10 days. I shared with AJ that it felt as though USAA does not want to help me or recognize that I am a victim of a crime. I reiterated everything I had done to protect my account within minutes of the initial scam/fraud suspicion and followed up almost every day since. I told him that I was told my account would be protected and was initiated under review before the start of the weekend. I told him that every time I called I reiterated the transfer initiations by the fraudster and was told to wait until the investigation was complete. He expressed sympathy and noted my dissatisfaction with the liability decision on my account. This initiated another review. I called USAA on XX/XX/XXXX and was aided in getting access into my account. The re-review was still ongoing. On XX/XX/XXXX I missed a call from USAA and called back at XXXX, and the call lasted for XXXX. They informed me I was liable for the negative balance and for giving account information to the fraudster. I asked if I could add my father to the phone call because I felt like I was being taken advantage of by my age or lack of knowledge. They permitted this. When my dad was on the phone I reiterated to USAA that I called immediately after the fraudulent call with the USAA impersonator to explain how my account was compromised and my request to freeze my accounts but they still went through. USAA informed me that I actually am liable for {$4900.00} and that that is what my negative balance was currently. I explained that the {$4900.00} that they are deeming me liable for does not take into account the approx. {$2000.00} of my own money that was stolen when I was told my account was safe and transfers wouldn't go through and that my parents ( who have an overdraft protection account linked to mine in the case of overdraft ) were charged {$5000.00} in overdraft fees. While the USAA representative was kind, she was incredibly unhelpful and said that I still owe {$4900.00}. My father and I asked if we could speak with the fraud team directly or have their phone number. We were told we could not be provided the phone number ( as I had been told almost every time I asked ). The USAA rep asked if I wanted a complaint to be made and I confirmed and asked her to add that I would like to speak with the fraud team directly because I still have not been given the opportunity to go through the entire case ( calls, transactions, etc ) with them and felt that they must not have all of the information. I added that I want, in writing, an explanation of why I am being held liable and why they have determined that no fraudulent activity has occurred ( as indicated in every single mail correspondence or phone communication ) .The rep added these to my complaint. I have yet to receive a call from the fraud team. I called USAA on XX/XX/XXXX in an attempt to get in touch with the fraud team because I have not received a call back or information on how the negative balance may be impacting my credit score etc. The call started at XXXX and last XXXX because I kept being transferred between departments and being placed on hold. The USAA rep I was speaking to was working with a colleague who was in communication with the fraud team but USAA did not allow me to speak with the fraud team directly. However, I was told that my bank account will be closed if I do not pay the negative balance by their 41 day policy. I must pay by XX/XX/XXXX ( plus or minus, I am unsure of the calculation ) or my account with USAA will be terminated. I was transferred to the delinquent accounts department to ask if my credit score is being impacted. I was told that they can not give me that information and gave me a link to a credit score website. I was transferred back and forth with no resolution or answers. I did however manage to request a new debit card with a new number because I was scared that the fraudster could still use my account information. USAA had never offered to get me new card numbers, I had to request this. I am still waiting to hear back from the fraud team but I do not think I will ever get the chance to talk with them or receive written communication as to why I am being held liable. I want to add that USAA has a XXXX liability policy under which " members aren't held responsible for unauthorized debit card charges that they report. '' I reported immediately and before any transactions were initiated. Phishing and social engineering are listed under the types of fraud USAA claims to protect members from under their XXXX liability policy. As a closing remark, I had decided to record a call with USAA because I felt that no one was going to assist me and I wanted proof that they would not provide me information as to why I was being held liable. In this recorded call, the USAA representative admitted that transactions should not have occurred after I requested an account freeze and my account was placed under review on XX/XX/XXXX. I have kept this recording if it proves useful. Please note : All times listed are in XXXX XXXX XXXX.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 94928
Submitted Via: Web
Date Sent: 2023-12-12
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A