UNITED SERVICES AUTOMOBILE ASSOCIATION


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"Products" offered by UNITED SERVICES AUTOMOBILE ASSOCIATION with at least one, but usually more complaints:

Bank account or service - (CD) Certificate of deposit
Bank account or service - Cashing a check without an account
Bank account or service - Checking account
Bank account or service - Other bank product/service
Bank account or service - Savings account
Checking or savings account -
Checking or savings account - CD (Certificate of Deposit)
Checking or savings account - Checking account
Checking or savings account - Other banking product or service
Checking or savings account - Savings account
Consumer Loan - Installment loan
Consumer Loan - Pawn loan
Consumer Loan - Personal line of credit
Consumer Loan - Title loan
Consumer Loan - Vehicle lease
Consumer Loan - Vehicle loan
Credit card -
Credit card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose credit card or charge card
Credit card or prepaid card - General-purpose prepaid card
Credit card or prepaid card - Gift card
Credit card or prepaid card - Government benefit card
Credit card or prepaid card - Store credit card
Credit card or prepaid card - Student prepaid card
Credit reporting -
Credit reporting or other personal consumer reports - Credit reporting
Credit reporting or other personal consumer reports - Other personal consumer report
Credit reporting, credit repair services, or other personal consumer reports - Credit repair services
Credit reporting, credit repair services, or other personal consumer reports - Credit reporting
Credit reporting, credit repair services, or other personal consumer reports - Other personal consumer report
Debt collection - Auto
Debt collection - Auto debt
Debt collection - Credit card
Debt collection - Credit card debt
Debt collection - Federal student loan debt
Debt collection - I do not know
Debt collection - Medical debt
Debt collection - Mortgage
Debt collection - Mortgage debt
Debt collection - Other (i.e. phone, health club, etc.)
Debt collection - Other debt
Debt collection - Payday loan debt
Debt or credit management - Credit repair services
Debt or credit management - Debt settlement
Money transfer, virtual currency, or money service - Check cashing service
Money transfer, virtual currency, or money service - Debt settlement
Money transfer, virtual currency, or money service - Domestic (US) money transfer
Money transfer, virtual currency, or money service - Foreign currency exchange
Money transfer, virtual currency, or money service - International money transfer
Money transfer, virtual currency, or money service - Mobile or digital wallet
Money transfer, virtual currency, or money service - Money order
Money transfer, virtual currency, or money service - Money order, traveler's check or cashier's
Money transfer, virtual currency, or money service - Refund anticipation check
Money transfer, virtual currency, or money service - Traveler's check or cashier's check
Money transfer, virtual currency, or money service - Virtual currency
Money transfers - Domestic (US) money transfer
Money transfers - International money transfer
Mortgage - Conventional adjustable mortgage (ARM)
Mortgage - Conventional fixed mortgage
Mortgage - Conventional home mortgage
Mortgage - FHA mortgage
Mortgage - Home equity loan or line of credit
Mortgage - Home equity loan or line of credit (HELOC)
Mortgage - Other mortgage
Mortgage - Other type of mortgage
Mortgage - Reverse mortgage
Mortgage - Second mortgage
Mortgage - VA mortgage
Payday loan -
Payday loan, title loan, or personal loan - Installment loan
Payday loan, title loan, or personal loan - Pawn loan
Payday loan, title loan, or personal loan - Payday loan
Payday loan, title loan, or personal loan - Personal line of credit
Payday loan, title loan, or personal loan - Title loan
Payday loan, title loan, personal loan, or advance loan - Installment loan
Payday loan, title loan, personal loan, or advance loan - Other advances of future income
Payday loan, title loan, personal loan, or advance loan - Personal line of credit
Payday loan, title loan, personal loan, or advance loan - Title loan
Prepaid card - General purpose card
Student loan - Federal student loan servicing
Vehicle loan or lease - Lease
Vehicle loan or lease - Loan

Select another page to read more about how -real people- receive -real harm- from these banks, credit bureaus, and others.
Complaint ID: 7987536

Date Received: 2023-12-13

Issue: Written notification about debt

Subissue: Notification didn't disclose it was an attempt to collect a debt

Consumer Complaint: Referenced accounts USAA SVG BK XXXX 16 CFR 313.4 -- Initial privacy notice to consumers required ( 2 ) A consumer, before you disclose any nonpublic personal information about the consumer to any nonaffiliated third party, if you make such a disclosure other than as authorized by 313.14 and 313.15. " I was not given an option to Opt-out '' 15 U.S. Code 1681a - Definitions ; rules of construction ( B ) any authorization or approval of a specific extension of credit directly or indirectly by the issuer of a credit card or similar device ; ( or similar device covers everything ) 28 U.S. Code 1746 - Unsworn declarations under penalty of perjury I declare ( or certify, verify, or state ) under penalty of perjury under the laws of the United States of America that the foregoing is true and correct. Executed on XX/XX/2023. XXXX XXXX.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: NC

Zip: 28306

Submitted Via: Web

Date Sent: 2023-12-13

Company Response to Consumer: Closed with non-monetary relief

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7985291

Date Received: 2023-12-11

Issue: Managing an account

Subissue: Problem accessing account

Consumer Complaint: My accounts were abruptly locked while I was in XXXX, despite being assured that I did not need to report that I was traveling outside the United States, effectively stranding me on another continent. USAA refused to accept any proof of my identity, and every time I would give them what they were asking for, they moved the goalposts and refused to accept exactly what they told me they needed. 4 days later, they are continuing to give me the runaround and refusing to resolve it in a timely manner. They are refusing to give me any information. At this point I have already submitted my passport as proof of identity, and they will not fix the issue. I have zero access to my money until they do.

Company Response:

State: MA

Zip: XXXXX

Submitted Via: Web

Date Sent: 2023-12-11

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7982350

Date Received: 2023-12-11

Issue: Managing an account

Subissue: Problem accessing account

Consumer Complaint: I have not been able to access my USAA banking statements or accounts since XX/XX/23. I lost access to the enhanced logon to my account, which is, in addition to a logon and password, a secondary authentication method of verifying my identity. When I called USAA on XXXX, USAA insisted that I needed this enhanced logon in order to speak with an account recovery specialist. They asked me to upload my identification to a USAA website : XXXX. I uploaded a high resolution photo of my passport on XX/XX/23, and the website confirmed it was sent. They told me it would take XXXX to XXXX hours for a phone call from USAA. USAA did not call. I called again on XX/XX/23 and XX/XX/23. They asked me to use the website ( USAA.com/verify ) again to authenticate my identity. I submitted again. I still have not received any contact from account recovery services. Nearly week after my initial phone call to USAA, I am not certain I will be able to move money from accounts to pay bills. And because my statements are online, I do not have access to my statements.

Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers

State: OH

Zip: 454XX

Submitted Via: Web

Date Sent: 2023-12-11

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7979365

Date Received: 2023-12-11

Issue: Improper use of your report

Subissue: Reporting company used your report improperly

Consumer Complaint: Opened XXXX with USAA in XXXX Provided late payment in XXXX after years of on-time payments ( XXXX XXXX over XXXX ), was quickly resolved and paid current. In the meantime, USAA removed my wife as a secondary account holder and proceeded to delete her credit history. XXXX claimed that the policy had changed at some point, and she hadn't signed an authorization form in XXXX. Yet, she was able to use the card and charge XXXX of thousands of dollars in the intervening years. USAA was unable to explain how she could use the card without having signed an authorization form, and refused to provide any appeal process or assistance.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: VA

Zip: 201XX

Submitted Via: Web

Date Sent: 2023-12-11

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7974288

Date Received: 2023-12-10

Issue: Incorrect information on your report

Subissue: Old information reappears or never goes away

Consumer Complaint: I am writing to formally dispute and bring to your immediate attention a significant inaccuracy that I have identified in my credit report, as provided by your agency. The discrepancy pertains to the reporting of outdated information related to the following closed credit card accounts : Account 1 : Creditor Name : USAA SVG BK Account Type : Credit Card Status : PAID Opened Date : XX/XX/XXXX Closed Date : XX/XX/XXXX Limit : {$2800.00} Last Reported : XXXX XXXX, XXXX Account 2 : Creditor Name : XXXX XXXX Account Type : Credit Card Status : PAID Opened Date : XX/XX/XXXX Closed Date : XX/XX/XXXX Limit : {$22000.00} Last Reported : XX/XX/XXXX The reporting of these closed accounts with outdated information is not only misleading but also damaging to my creditworthiness. According to the Fair Credit Reporting Act ( FCRA ), I am entitled to accurate and up-to-date reporting of my credit history. I kindly request an immediate and thorough investigation into the following discrepancies : Outdated Last Reported Date : The last reported date for both accounts is outdated and does not accurately reflect the current status of these accounts. The information has not been updated since XXXX XXXX, XXXX, and XX/XX/XXXX, respectively. I request that you investigate these discrepancies promptly, verify the accuracy of the information with the relevant creditors and furnishers, and correct any inaccuracies found during your investigation. Additionally, I request that you provide me with a copy of the corrected credit report once the investigation is complete. I have enclosed copies of the relevant portions of my credit report, highlighting the discrepancies for your reference. Please consider the supporting documentation attached. I am confident that your immediate attention to this matter will lead to the necessary corrections, ensuring that my credit report accurately reflects my current financial history. I anticipate receiving a written response outlining the results of your investigation and the actions taken to rectify these inaccuracies. Thank you for your prompt attention to this urgent matter.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: CA

Zip: 92123

Submitted Via: Web

Date Sent: 2023-12-10

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7974007

Date Received: 2023-12-10

Issue: Problem with a company's investigation into an existing problem

Subissue: Their investigation did not fix an error on your report

Consumer Complaint: I have made several attempts to resolve this blatant defamation and violation of the FCRA by reporting and continue to accuse me of being responsible for this account. I have made my final attempt to resolve this fraudulent account by mail in XX/XX/2023 and till this date has not been properly investigated and removed from my credit. I spoke with XXXX in the CEO member relations Dept. office on XX/XX/XXXX whom indicated that I would be getting a call back with in 48hrs which hasn't happened yet, but I did received an email from XXXX XXXX the XXXXXXXX XXXX XXXXXXXX with an extension number of XXXX and have made several attempts to contact her and leave several VM but never received 1 call back. This account is a fraudulent account reporting on my credit as accurate and I have filed a police report as well, there was a suspect by the name of XXXX XXXX whom defrauded me and was arrested and has already pled guilty and convicted. I sent via priority mail the minute order by the courts along with the district attorney 's business card to verify the fraud and my claim. I also sent a copy of the police report by mail which should have properly relieved me from the debt due to identity theft all to which USAA has failed to properly investigate. This is my final attempt to resolve this debt amicably prior to seeking legal damages for neglect and defamation. Attached to this complaint I will be resending the exact same documents that I previously submitted via priority mail and hope that it lands in the hands of someone competent enough to properly investigate this fraudulent charged off debt and have it removed, as I was instructed to do so by the Dept. of Banking and Finance State Bank Regulators and National Association of Attorney General 's office.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: GA

Zip: 30350

Submitted Via: Web

Date Sent: 2023-12-10

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7971583

Date Received: 2023-12-08

Issue: Managing an account

Subissue: Deposits and withdrawals

Consumer Complaint: On the XXXX of XXXX I attempted to pay my rent and opened my USAA app to see that I was negative XXXX to my utmost shark and surprise, not exact but off the top of my head roughly that much. I contacted USAA to ask them what was going on and they told me it was a check that I had sent in electronically on XX/XX/2023 4 months prior. The person I spoke to when I contacted USAA also agreed with me and could not understand had never seen such a thing happen before. I called the following day got the exact same answer and told them I deposited the check and received about 20 % of it up front and then there was a waiting period to which I actually waited longer than the written waiting period and I assumed it was because the check was so large but almost XXXX weeks later I finally able to access my funds. Per the law in 12CFR 210.11 availability of proceeds of non cash items ; Time schedule, It reads the following and I quote : If the paying bank determines not to pay a check in the amount of {$5000.00} or more, it shall provide notice of non-payment such that the notice would normally be received by the depository bank not later than XXXX XXXX XXXX local time of the depository Bank ) on the SECOND BUSINESS DAY FOLLOWING THE BANKING DAY ON WHICH THE CHECK WAS PRESENTED TO THE PAYING BANK. Not 120 days later. The second business day they need to be letting USAA if they're going to honor it or not. This is beyond absurd and unacceptable. I can't pay rent I can't pay my bills You're going to literally make me homeless make me file for bankruptcy all in XXXX fell swoop because you guys did not follow the law. This isn't something you can go by This is the law this is something you do. You can not deviate from that timeline. Furthermore 210.11 ( regulation D ) availability of proceeds of non-cashed items, time schedule Regulation D : there is your bank that holds a settlement account show give either immediate or deferred credit to a sender a paying bank, or a returning bank ( other than a foreign correspondent ) in accordance with the time schedule of the receiving reserve Bank. A XXXX Bank ordinarily gives credit to a foreign correspondent only when the XXXX Bank receives payment of the item in actually and finally collected funds. But in discretion, a XXXX Bank May give immediate or deferred credit in accordance with the time schedule ( B ) notwithstanding it's time schedule, a reserve Bank may refuse at any time to permit the use of credit Given by it for any cash item or return check, and may defer availability after credit is received by the reserve Bank FOR A PERIOD OF TIME THAT IS REASONABLE UNDER THE CIRCUMSTANCES Once again 120 days, a third of a year, is not reasonable under the circumstances nor is it the second business day. Per these LAWS I need that {$8000.00} returned back to my account immediately as this is absolutely ridiculous and you're essentially trying to ruin my life by doing this after being with you guys for XXXX years This is how I'm being done at this point. I've made you guys literally hundreds of thousands of dollars and this is what I get for it after all these years it's absolutely ridiculous. The paying bank has not followed the law but more so you guys just allowed them and assisted them and not following the law by just handing them the money over when they just told you to 120 days later. A third of a year later you guys just said okay. That's absolutely ridiculous and absurd. When I waited the XXXX weeks I was under the assumption that the check cleared that's why you gave it to me that's what the waiting period is for. Had I not done that I would have never spent it but according to the law which I'm not going to go back and quote anymore because what I provided is already enough but once you've paid it to me that's the end of the deal because you wouldn't pay it to me if it wasn't going to clear. That's it any shortened down version but if I have to provide you with it I will as well. I need this corrected right now.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: TX

Zip: 78209

Submitted Via: Web

Date Sent: 2023-12-09

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7971346

Date Received: 2023-12-08

Issue: Other features, terms, or problems

Subissue: Problem with balance transfer

Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good Morning, Here within this document are Exhibits/ Documents of errors in the accounting of XXXX XXXX Credit Card account XXXX XXXX XXXX. The accounting information came from USAA database. There is a Conflict in the databases on the amount of overpayment XXXX XXXX has made, the only consistent variable is over payment. XXXX XXXX ran three inquires using the USAA database. The difference in the three inquires are the timelines. These timelines are 18 months ( XXXX ) ; month to month ( blue ) and XX/XX/XXXX, XXXX XXXX XXXX XXXX ( XXXX ). The 18 month ( XXXX ) data revealed an over payment of {$190.00}. Oddly this timeline popped up, XXXX XXXX does not know how that happened. Never the XXXX the inquiry was ran. XXXX XXXX ran the second inquire ; month-to-month; assuming that the difference was previous month unpaid balance {$190.00}. This inquire revealed that an over payment of {$870.00}! The argument used in defense of this error was " debt incurred between billing cycles >> time line. The time line variable was eliminated by the use of the day, XXXX and only changing the month keeping the same year. Review Exhibit ( blue ). XXXX XXXX then made summations of " Payments/Credits and " Charges for each month. Surprisingly overpayments were not carried over the next month or credited to the Credit card account in the next billing cycle. For example ; Blue exhibit, XXXX XXXX XX/XX/XXXX there is an overpayment of {$140.00}. However there is no credit in the XX/XX/XXXX, XXXX XX/XX/XXXX accounting! Sadly this is a reoccurring event in XXXX XXXX Credit Card account, Totaling {$870.00} by this month-to- month process. Even more disturbing is the Yellow exhibits and accounting process! The time line here ; XX/XX/XXXX XX/XX/XXXX again XXXX XXXX used the USAA database, clicked on " Charges and " XXXX Credits and again an overpayment of {$960.00}. Summation : The accounting process has serious problems. XXXX XXXX would like to know if USAA Credit Card XXXX will credit his account. XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX -- -- -- -- -- -- -- -- -- - USAA XXXX XXXX Bank XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Good Morning XXXX XXXX, I hope your XXXX is pleasant. The matter at hand is this disturbing letter received on or about XXXX XXXX from XXXX XXXX XXXX XXXX, USAA XXXX XXXX XXXX Enclosed is the letter. Sir, I have submitted several*certified mailing concerning my credit card XXXX. These concerns were overpayment reflected in the USAA database to which I have not receive a proper explanation to the calculations that were reported on my credit card statements. Because of this XXXX XXXX froze my credit card account for the second time on or about the same date as I made the {$910.00} payment which was XXXX XXXX. Sir, in Exhibits XXXX ( yellow ) and XXXX ( orange ) support my argument of overpayments of {$560.00} to my credit card account! Sadly Sir, the letter of XX/XX/XXXX states a " delay of processing of a payment that was recorded by USAA as received XX/XX/XXXX! XXXX XXXX then offers a strange and inappropriate refund of {$1.00}. Sir, May I ask your intervention into this matter, as my intentions are to secure a stronger bank for the military. Sincerely, Credit Card Account : XXXX *Certified Mail XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company Response: Company believes it acted appropriately as authorized by contract or law

State: GA

Zip: 30067

Submitted Via: Web

Date Sent: 2023-12-08

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7969801

Date Received: 2023-12-08

Issue: Improper use of your report

Subissue: Credit inquiries on your report that you don't recognize

Consumer Complaint: I am writing to bring to your attention a concerning issue regarding my recent credit report. Upon reviewing my credit history, I discovered an unauthorized inquiry that took place on XX/XX/2023. This inquiry was conducted without my knowledge or consent. I have not provided authorization to any entity for this inquiry, and I am deeply troubled by this violation of my privacy. I have taken immediate action by disputing the unauthorized inquiry with the relevant credit bureau and placing a fraud alert on my credit report. I kindly request the Consumer Financial Protection Bureaus assistance in investigating this matter. I believe it is crucial to address and resolve this issue promptly to prevent any potential negative impact on my credit score and financial well-being. In accordance with the Fair Credit Reporting Act this creditor has violated my Rights! Under Act 15 U.S.C. 1681 section 602 says " I have the right to Privacy '' 15 U.S.C 1681 section 604 A section 2 " It also states a consumer reporting agency can not refurnish an account without my written instructions '' Under 15 U.S.C 1666B " A creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose ''.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: WI

Zip: 54904

Submitted Via: Web

Date Sent: 2023-12-08

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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Complaint ID: 7969794

Date Received: 2023-12-08

Issue: Managing an account

Subissue: Problem using a debit or ATM card

Consumer Complaint: I am a XXXX XXXX veteran and nearly twenty ( 20 ) years loyal member of USAA Federal Savings Bank. After the forcible sale of our home, my teenage daughter and I planned a new beginning ; utilizing my share of the proceeds, {$51000.00} ; I had wire transfer to my USAA checking account on XX/XX/XXXX, XXXX. [ We also had our XXXX XXXX XXXXXXXX Benefit directly deposited to this account as well, for a number of years. In XXXX, XXXX, we had to vacate our home and temporarily moved into a hotel. This is when I discovered more than half our funds were missing or stolen. For a few months, on and off, before and after the wire transfer to my checking account, I had been experiencing constant problems with my cell phones and home internet. [ missing/stolen sim card ; virus, no or slow wifi nor mobile data, errors, and going unnoticed for a few months, fake apps on my phone replacing real ones like XXXX XXXX XXXX XXXXXXXX XXXX no notifications, phone calls forwarded ; complaints I was not answering my phone ; I replaced my cellphone at least 4 or 5 times, all my settings, undone shortly after I fix errors ] ; I was unaware hackers had remote access to my phones and online financial accounts. Before this crime happened to us, I had very little knowledge new technology, internet, and its abilities and advance features which could be abused to damage lives and financial crimes. I contacted USAA and still no access to my mobile nor online banking, I did not yet have a visual depiction of the transactions ; and the same night, my hotel room was broken into, and my extra set of vehicle remote key and debit cards from other checking accounts were stolen [ i filed a police report ]. It also was the beginning of two months of harassment, stalking by a group of individuals in various vehicles; breaking into and stealing items and documents from my vehicle ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX and actions we believed by the fraudsters or preparators whole stole our funds; were intimating us into not reporting the crimes. We notified USAA of our fear for our safety, and requested the bank not close our debit card [ the USAA account and debit card was our only access to funds ] until we found a safe haven ; USAA agreed at least three times as we switched hotels at least four times for our security/safety. USAA [ Later the bank used our continued use of the cards during the fraud, as reason to deny many of our claims ] was aware of the ongoing fraud, and that it would continue until the debit cards were closed. We changed debit cards at least four times ; until eventually we relocated from the state of XXXX XXXX XXXX; hoping to live out of the reach of the XXXX XXXX, who followed us everywhere, especially atms, gas stations, department stores, etc. After finally gaining access to my USAA mobile and online banking, I learned the funds were mostly withdrawn through XXXX XXXX [ over XXXX transactions ] and fraudsters also made over 200 atm/debit withdrawals/purchases as well as false checks for cash over a two ( 2 ) month period. I contacted XXXX XXXX and as requested, XXXX XXXX closed the fraudulent account the hackers had made in my name, and attempted to recoup my funds ; however, after a few refunds, the recipients closed their XXXX XXXX accounts. USAAs computer system was unable to process the XXXX transactions as XXXX claim/dispute ; it was a daunting process, with many telephonic reporting problems, and the XXXX or more transactions were divided into multiple claims of XXXX transactions per claim. USAA granted us provisional credit in the initial XXXX XXXX claims totaling maybe {$15000.00} of the {$55000.00} stolen funds over the fraud period of XX/XX/XXXX XXXX XXXX. However, when we filed for the remaining XXXX XXXX XXXX transactions USAA fail to process and the atm/debit card purchases and withdrawals as well as hot checks ; the bank took another XXXX months [ initial claims filed in XXXX ] before granting us a provisional credit of {$25000.00} in XXXX, XXXX ; yet USAA restricted our access XXXX these funds for weeks ; freezing the debit card and on/off limited transfers. Meanwhile, the five to nearly six months waiting for the bank to complete and make a decision on our claims/dispute, I was unable to pay creditors ; three months past due auto loan, auto insurance, and the storage facility containing all our personal and household property. For a brief period, of maybe three days, USAA lifted the restrictions on my checking account, and I immediately made 3 ACH payments to these three creditors, and adhering to USAA security representative, I open a physical/local bank, and wired {$10000.00} from my USAA checking account into XXXX XXXX XXXX which was a nightmare, XXXX XXXX particularly accused me of fraud and denied me access to the wire for nearly three months ]. The very same day, USAA rescinded the provisional credit of {$25000.00} ; placing my checking account into a negative balance of over {$11000.00}. USAA also demanded the money I wired to XXXX XXXX [ {$10000.00} ] be returned ; I informed them the other bank was holding the funds. USAA keep the account opened long enough to garnished two months of our XXXX XXXX XXXX benefits directly deposited into the checking account ; did not honored the thee ( 3 ) ACH transactions ; and in XX/XX/XXXX, informed me the bank will no longer do business with us; closing my checking account. We ran out of money for hotels, my fixed income, XXXX XXXXXXXX check could not cover the current expenses and past due balances ; as a result, the finance company did a write off on my vehicle [ like a repossession [ ; the auto insurance company canceled our auto policy [ one month before the vehicle was involved in a auto collision which totaled the vehicle ] ; and the storage facility auctioned off all our possessions of 34 years of our property from our home ; we lost everything. I tried for months pleading with USAA to reverse its negative findings of our claims ; the bank insisted that the remaining XXXX XXXX and debit card transactions were not fraudulent ; despite the bank notifying me that in XXXX after USAA grant the {>= $1,000,000} provisional credit into my checking account, a third unknown party was attempting to remotely access my USAA account from XXXX, and we were in XXXX. The security, fraud and identity theft departments, would not accept that the fraudsters were using other cybernet methods to steal our funds, such a skimming, scanning device, mini camera and trackers in my vehicle, which they had accessed unto due to my stolen vehicle keys, and other ways I later learned how they gained access to my debit card information and pin despite changing the debit card four times.They never stop following and stalking us; stealing my sim cards, breaking into our new hotels rooms, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. I called XXXX countless times, and made several police reports, and XXXX XXXX offered for USAA to contact them, so XXXX XXXX could speak on our behalf. USAA refused. At the end, my XXXX XXXX and I lost everything we owned and are now homeless. Even with the {$10000.00}, too late we battled for months to regain from XXXX XXXX ; we, sporadically received at different periods over a six month period of the fraud investigation, still only received approximately half of our lost funds. I fell into a grave XXXX and had to be hospitalized as an inpatient for a few different periods of time; sleeping on the ground ; going house to house living with strangers and when I can afford, staying at cheap hotels ; with no transportation. My daughter is now living with my XXXX XXXX husband ; the separation from my XXXX is unbearable. The crime devastated our lives ; and directly led to our homelessness, as well as loss of all our personal and household goods. The stolen funds and USAAs unfavorable findings were quite unexpected and triggered debilitating mental agonish, pain and suffering ; as a result, I underwent various periods of inpatient hospitalization and XXXX ; treatment for major XXXX and severe XXXX. USAA, one of the largest banks in the country, in the care of a XXXX year member of its bank, published and inherited the responsibility of protecting its members from fraud and identity theft. The bank failed to exhaust every measure to stop the fraud from its beginning and refused to accept responsibility for the grave financial loss by refunding the funds stolen from my checking account after the funds were wired into my account. In past times, USAA froze my debit card after its security and fraud prevention program detected suspicious activity on the linked checking account. USAA allowed over 400 fraudulent transactions over a two month period without making an effort to stop this unusual activity ; especially after the large sum of over {$51000.00} was recently deposited into my checking account. The bank could mail a letter or simply freeze the debit card until the bank contacted me to confirm whether these were my transactions. Also, the bank did not fully honor its XXXX XXXX XXXX ; an assurance that its members would not suffer the financial loss due to fraud. If USAA would have promptly detected the fraud within a reasonable amount of time, the damage could have been prevented or lessened. I contacted USAA countless occasions to appeal their unfavorable decision ; and refund us the remaining provisional credit the bank rescinded in XXXX, XXXX of XXXX ; reimbursement of XXXX benefits stolen in the fraud about {$4000.00}, and the garnished XXXX of {$2000.00} ; a total of approximately {$17000.00}. [ {$16000.00} less than the funds stolen in fraud ]. Much less than the amount I request sue USAA bank for : USAA has caused us lost of our cash funds/non refunded fraud : approximately {$33000.00} ; vehicle : {$26000.00} : property lost in storage : XXXX : past due XXXX XXXX : {$5000.00} and for the pain and suffering/homeless/mental anguish : at least {$50000.00} - {$100000.00}. A total of between {$140000.00} - {$200000.00}. I appeal USAA claims and disputes findings for the following reasons : Findings Are Not Accurate : [ Multiple Duplicate Claims ; Use of Debit Card After Fraud ; etc. ] Claim is Incomplete : Missing/Unprocessed Transactions/Refunds USAA Agreed to Delay Cancellation of My Debit Card ( s ) Due to Distress After We Spoke and Identified the Fraud USAA Failed to Conduct a Thorough and Unbiased Investigation and Refused to Consider/Ruled Out Other Fraudsters Cybernet Methods Used to Steal My Information ; Access My Online Accounts ; and Hack Into My Cell Phones USAA Banks Security and Fraud Prevention Departments Failed to Do Due Diligence to Promptly Stop the Fraud and Identity Theft and Exhaust Every Measure To Notify Me of the Highly Suspicious Activity of My Checking Account USAA Denied Claims that Were Part of Previous Claims the Bank Resolved in My Favor/Found Fraudulent USAA Failed to Honor The Banks Zero Liability Policy for Members Victimized by Fraud and Unauthorized Use of Their Debit Cards While in XXXX, XXXX, where the crimes occurred , I filed various police reports for Breaking Into our Hotel Rooms [ one report filed in nearby town of XXXX XXXX, XXXX ; stealing our my vehicle keyless remote/and start engine remote ; vehicles following /stalking us everywhere [ two days are so in a new hotel, they hacked into my XXXX and find us ] ; filed for fraud and identity theft [ XXXX Police Department now claim they do not have the report XXXX XXXX and other agencies I sought help in XXXX, made it clear they did not want to be involved especially due to these group of individuals were likely a violent street gang ] ; also filed vandalism/criminal mischief of my vehicle where they stuffed chocolate bars in my vehicles gas tank ; i believe in an effort to prevent us from leaving the state of XXXX, and I made numerous XXXX calls during the two to three months of severe harassment and terrorizing. I recently refiled the police report in XXXX who will assistance XXXX in XXXX, because I do not feel safe returning to XXXX to file in person. I also filed an identity theft report with Federal Trade Commission ; a complaint with ICE/FBI ; initiated a new investigation with XXXX XXXX ; and filed an appeal with USAA. I also move to different locations to stay safe ; as I informed USAA in XXXX, I believed the stalkers somehow found us in XXXX. With the refunding of our money, we will not find a secure resident far away from these individuals who will do violence to avoid prosecution for their crimes against us.

Company Response: Company believes it acted appropriately as authorized by contract or law

State: AR

Zip: 71603

Submitted Via: Web

Date Sent: 2023-12-08

Company Response to Consumer: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A


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