Date Received: 2020-11-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Identity Theft Victims Complaint and Affidavit PAGE ( 3 ) Item XXXX XX/XX/2020 XXXX XXXX XXXX received an Email from which appeared to be from XXXX to confirm an Order purchased. NO order was ever issued. Called the phone number as shown on the Email. Man states ok you have NO XXXX account ; does any other family member have an account? Think my wife XXXX XXXX XXXX does. XXXX talked over 1.5 hours to this man with her computer ON. Computer was Hacked. Man asked her if she had a checking account, YES. Could you log on to see IF any orders were filed and collected. She did so ; USAA Federal Savings Bank account was Hacked as he could see accounts and account numbers as she had OPEN. XXXX became very uncomfortable and nervous. XXXX ended the call and shutdown her computer OFF. Hacker then placed ( 2 ) Wire-Transfers to be sent ( 1 ) {$9800.00}, ( 2 ) {$9800.00}. Our USAA Bank Savings Account ending in ( XXXX ) was hacked. The account has been closed and terminated with balance transferred to another account. USAA states Mrs.XXXX was sent an Email ref. the transfers to be sent. XXXX XXXX NEVER received this Email at her XXXX account or her online USAA Bank account. XXXX XXXX XXXX made phone calls to the USAA Bank from XXXXXXXX XXXX to XXXX to STOP the transfers. XXXX did receive and Email from USAA at XXXX to confirm the Wire-Trans were in fact sent. The USAA Committee completed an investigation. As stated NO FUNDS will be issued or returned Mrs. XXXX was to fault. XXXX XXXX asked WHY and WHO authorized this Wire of funds to be sent? USAA stated the bank NEVER heard from Mrs. XXXX. USAA If the requester ( Mrs. XXXX ) does NOT call or notify us per-Email from us, the funds ARE sent. AGAIN, That Email was NEVER received to date. NO Authorization or Approval was EVER given to USAA for this transaction to be done. ( NOTE ) Mr. XXXX has a membership at USAA for ( 51 ) years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78258
Submitted Via: Web
Date Sent: 2020-11-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I went Grocery Shopping at XXXX on XX/XX/2020 and my groceries came up to {$230.00}. On Wednesday, XX/XX/2020, while I was reviewing my checking account transactions online, I discovered a charge of {$12.00} that was made. I immediately called USAA Federal Savings Bank and informed of them of the suspicious charge. The USAA Representative told me that she did saw that the charge came out of the State of Arizona, at a XXXX with a telephone number listed as XXXX XXXX XXXX XXXX XXXX. The Representative then told me that she was closing my account due to the charged being a fraudulent charge and that I will be sent out a new card in 2 business days. I have XXXX young children in my home and I feel that it's very unfair to be without a money or card and for USAA to have members wait so long for a new card to arrive via XXXX for such a long time period. I was asking why can't they overnight or express it to me and hey stated to me that it's their banking policy of 2 - 3 days weekend not included. I was also told I may not receive the card until Monday, XX/XX/2020 although the charge was notated fraud. As of today, I will be at home during a Pandemic with XXXX young children ages XXXX and XXXX XXXX without access to my money. What is something was to happen and I need to go somewhere? I will not have any money. I do not have family members in the State that I reside in. I would like for USAA to change their Policy especially with a case such as mine and others. I feel that the Card should've been Overnighted and the members should be able to receive it the next day. This Policy that USAA has needs to be changed immediately. They have done this to a lot of family members and myself. I've served in the U. S. XXXX and have been a member with USS for XXXX years and after this, I will be cancelling my membership with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22407
Submitted Via: Web
Date Sent: 2020-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-05
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Usaa Fraudulently enrolled me without my knowledge in a covid banking program that waived my NSF charges. This harmed my credit because when there was an issue with my usaa credit card payment I was unaware even though I logged into my account daily. Had they left my account alone I was have known there was an issue and resolved it quickly. Instead I was notified by credit karma!! Thats awful. Usaa called a number that I said was not a good number for me. They had no right to enroll me in a program that I didnt ask for that gave me no notification of problems. Because if this usaa reported I was 30 days late when I had no idea there was an issue and this was caused by the covid banking program that I never asked for. Why would I ask for a program that blocks banking notices and doesnt help with anything. I didnt need there help if I did I would have asked for a different relief. My credit was great and now because if them it XXXX. Plus they lowered my credit limit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2020-11-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-04
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I've filed a dispute in regards to the incorrect items on my credit report to XXXX it has been well over 30 days and I haven't received any investigation results.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2020-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: Account has been open fraudulently. This account is affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: This account has been opened fraudulent and its affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Getting a loan or lease
Subissue: Fraudulent loan
Consumer Complaint: This account was open fraudulently. This account is affecting my credit. Please have this account removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: This account has been open fraudulently. Im victim of identity theft. This account is affecting my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-03
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2020 my son tried to download a game from XXXX XXXX and it was unsuccessful. I called XXXX and during COVID 19 their not answering their phones after multiple calls. I then called my back to dispute the transaction, and I been noticing my bank doesn't take disputes seriously, so before thirty days are up, they reverse the credit of XXXX for this game. I called my bank and said, wait, I was vehemently disputing the charge. The gentleman said he reopened it on XX/XX/2020, then to make certain, I call back on XX/XX/2020 and speak with XXXX in escalations, she says " What is wrong with you? Why are you cussing '' There must be something wrong with you? '' So, I find out this morning after calling back again and being hung up on that now one reopened the dispute. They closed the dispute before its time. I uploaded documents they requested but never sent out or uploaded to my online account to get to them sooner. I called in prior and was hung up on again, so I called back and closed my insurance and their cheap credit card. Then I wrote the XXXX XXXX XXXX a complaint while I called back in to hear someone finally truthful telling me that my dispute was permanently closed.Moreover, I have credit cards with high limits, USAA gives me a XXXX limit, and my XXXX XXXX is Platinum with over XXXX dollar limit, my credit usage is below 15 percent. My auto loan I applied for with USAA they offered me XXXX dollars when all the others offered XXXX dollars. Just last month I had to dispute two XXXX dollar service items and I went above and beyond to get a letter from the XXXX office, COO, but I had plenty of funds in the bank when the bank called me and went on a rant to tell me what to do and write them letters, go back to the doctor, run around and then call her back? Seriously, I have only spoken to the same people at USAA in ten years maybe twice. I know bias, prejudice, the red headed step child, discrimination, and straight meanness when I hear it. I also know evasive, neglect, and USAA should point fingers at themselves for their own dirty deeds. My son works way too hard to not receive his game and this bank has not been above board at times so when I cuss its for good reasons.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93307
Submitted Via: Web
Date Sent: 2020-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-11-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: USAA Bank without our authorization changed our beneficiary on both our savings and checking accounts. On XX/XX/XXXX, we added our son, XXXX XXXX, as beneficiary to both of these accounts. USAA has confirmed they have this information. On XX/XX/XXXX, I was doing a review of our account information and noticed someone as a beneficiary that was not authorized by us. I called USAA and inquired as to why/how they illegally without our authorization changed the beneficiary on both of these accounts to someone who was not authorized. No one could explain how it was changed. It took over an hour on the phone to change the beneficiary back to the way it was supposed to be. I was told a supervisor would contact me to explain how/why this happened. I spoke to XXXX XXXX on XX/XX/XXXX. He indicated he was a supervisor. A case # was assigned XXXX. He said he had no idea how it was changed and said he would investigate the matter and call us back. He never called. On XX/XX/XXXX, I wrote the CEO, XXXX XXXX, of USAA explaining the situation and asking how someone could illegally change our beneficiary on both our checking and savings account without our authorization. I also cc 'd : XXXX XXXX, President USAA Federal Savings. Someone called from the CEO 's office and said we would be contacted. On XX/XX/XXXX, we received an e-mail from XXXX XXXX, Advocacy Advisor from USAA. Indicating she would contact us within two days to discuss. She never called or contacted us. On XX/XX/XXXX, I again wrote the CEO of USAA stating that no one had contacted us. On XX/XX/XXXX, at XXXX XXXX. someone called from USAA and left a garbled message inquiring that we call them back. I believe the name she left was XXXX ( but I am not sure ). She did indicate she was calling from the CEO 's office. The phone number she left was XXXX Ext. XXXX. I called back and left three messages. She never called me back. As of this date no one has contacted us to explain to us how this transpired. I want to know how a financial institution was able to illegally and without our authorization change our beneficiary for both our checking and savings account. Although, I was eventually able to change the information back to our son. I am concerned as to why this happened and even more concerned as to .... will happen again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34221
Submitted Via: Web
Date Sent: 2020-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A