Date Received: 2023-11-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We were doing business with XXXX XXXX XXXX XXXX in XXXX Arizona. We contacted them and notified them we wished to cancel in XXXX of 2023 and they charged us for the remaining amount we owed them. Then in XXXX of 2023 they charged us for {$190.00}. This was an unauthorized charge. I notified the bank USAA that there was an unauthorized pending charge on my account. USAA told me they would issue a stop payment request. A few days later I noticed the charge no longer showed as pending and had gone through, so I contacted USAA again and opened a dispute case. I called XXXX XXXX XXXX XXXX and the person who answered indicated they were a new billing person and didn't know what was going on, but they insisted the charge was accurate even though I had told them we had canceled in XXXX and had already paid for what they were charging us for. I sent documentation to the bank USAA, copies of emails from XXXX between XXXX XXXX XXXXXXXX XXXX and my wife. USAA closed the dispute case stating that the fault was my own. I have contacted them numerous times to try to get the {$190.00} back, repeatedly asking them to review the documentation I sent them that clearly shows it is an unauthorized charge.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 85296
Submitted Via: Web
Date Sent: 2023-11-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My son was scammed and the scammer somehow gained access to my account. We in no way provided my account information. The fake checks aren't even signed as required by USAA. They took the money for the checks and the amount my son sent back, thinking he was doing a bank verification. The company represented themselves as XXXX XXXX. He is young and didn't know what he was doing. Once I learned of this... I stopped it and notified USAA. USAA says they have 0 % liability ... ..but they are saying my son made the checks. I know this to be untrue ... .he didn't make any checks. USAA is saying they checks were deposited at XXXXXXXX XXXX XXXX XXXX. I found out this is also untrue as that address does not exist. I feel USAA is making this up so they don't have to cover the loss ... USAA has frozen all my accounts and any accounts associated with me. This is totally unacceptable. USAA needs to be held to their policies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33909
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-22
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I rented a car through XXXX with Unlimited miles and XXXX XXXX XXXX XXXX charged me for mileage so they did the following two transections : XX/XX/XXXX DEBIT CARD PURCHASE XXXX {$780.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXX NV XX/XX/XXXX DEBIT CARD PURCHASE XXXX XXXX {$390.00} XXXX XXXX XXXX XXXX- XXXX XXXX XXXX XXXXXXXX XXXX I submitted a dispute with my bank USAA and they credited my account. After three months, one day out of nowhere the bank debited my account for the full amount and stated that the investigation of my dispute found no errors and that the charges were correct. On XX/XX/XXXX I sent USAA a letter explaining why I believed the charges were incorrect by attaching a screenshot of my XXXX total showing that I had unlimited miles and that I was not supposed to be charged for mileage. USAA replied with the same answer so on XX/XX/XXXX I wrote a second letter and this time I obtained the copy of my contract with unlimited miles from an agent from XXXX and I also submitted a copy of the XXXX XXXX XXXX XXXX invoice showing all the charges. USAA replied with the same answer. During all this time I had been trying to contact the rental place by phone, by messages and by their chat services but on XX/XX/XXXX I finally talked to an agent from the car rental who stated that she could only see my reservation information but could not work or make any changes to the account because the account was sent to collections in XX/XX/XXXX due to non payment. The agent said that she could not even send me any information because the account was out of their hands and there was no way I could get any paperwork. I asked her why it was sent to collections if I paid in full so she replied that the bank never paid for the transactions. I could not believe what she was saying so I asked her more than XXXX times to repeat me what she was telling me and she confirmed me that the account was sent to collections for non payment because the bank never paid them. After the phone call I immediately logged into my credit report and what do I find? XXXX new accounts from a collection agency showing the XXXX charges from XXXX XXXX XXXX XXXX with additional fees of course. I was livid, I could not believe that this was happening to me so I immediately sent USAA another letter dated XX/XX/XXXX explaining my conversion with the rental car agent and I politely asked them to please put my funds back to my account and their response was that their investigation findings were correct and that there was no error in my transactions. At this point I decided to chat with the bank agent instead of calling because I was very unhappy. Again very politely I explained everything to the USAA agent and after she put me on hold to review my case she said that I needed to talk to the merchant because my dispute was close and there was nothing they can do about my issue. I repeatedly said that the bank did not pay the merchant and I really needed my funds and again she said I needed to take this issue to the merchant because my dispute was closed. I am one of millions Americans that live day by day, my husband lost his job because of Covid and because of his age he can not find a job, we are living on my SSDI check and my daughters check but having her on XXXX XXXX does not mean that the hospice covers for all her needs. We have no vehicle to transport her to her appointments and tests, all of our bills are past due including our {$1000.00} NV Energy bill and we are very behind on our mortgage so getting the funds back will be a big help. I really need this issue to be resolved, if the bank paid then why do I have the two items on my credit report? If the rental car received payment why did they sent me to collections? If the bank held the money, why my account is minus {$1000.00}? I am drained and overwhelmed with everything but my baby gives me strength to keep going. Please, I am begging you for help, I really do not know what to do. Sincerely XXXX XXXX XXXX XXXX XXXX XXXX XXXX NV XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89156
Submitted Via: Web
Date Sent: 2023-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a check on Friday, XX/XX/2023 for {$5500.00} thinking that it would be available for the holidays because me and my family are traveling to Virginia. They have placed a hold on my account and refuse to lift the hold to access my funds until XX/XX/2023 leaving us stranded. When I spoke to an associate they were unable to loft the hold. The XXXX is able to but refused to. Im frustrated because Ive been with them for 13 years and its frustrating that their policy for check deposits is XXXX to XXXX business days. What are we supposed to do? Sleep on the road?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75126
Submitted Via: Web
Date Sent: 2023-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: All 3 of my checking accounts with USAA were closed on XX/XX/2023 due to filing too many disputes. They stated that I can never open another checking account with them. I have a payroll and student financial aid check that was deposited which they are holding for 60 days. I would like these funds released immediately and my account reopened or a new account opened with these held funds. As I stated, I have the right to file a dispute or many disputes. This is harassment, discrimination, and even extortion to keep holding my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I am writing to express my dissatisfaction with the service I received during my stay at the XXXX XXXX XXXX., I made a reservation for XXXX, XXXX and XXXX Unfortunately, I had to cancel my reservation, but I was charged for the room anyway. Furthermore, I noticed that my signature was on receipts that were not mine, and I was not satisfied with the service I received during my stay. I have documentation that stats cancel and the bank refuse to honor that stating that no error was made .I have send in over the amount documents need to fix this problem. One manager saw the error and corrected it and the next day the claim was reverse. I had permeant credit on some the came back and reverse all those and debit my account. I told them I have been a victim of identity theft they spoke to me so rude The did not honor no claim when I had all the supporting documents there. The talk down to me and belittle, me the reverse everything even the one that had permeant credit I have been asking them to speak with someone to go over the claims one by one they say that they can not help me. I am very dissatisfied with the service I received from the XXXX bank. On how the handle me with my fraudulent transaction on my debit card and requested a refund. However, my claim was denied, and I was informed that the transaction was authorized. I strongly disagree with this decision and believe that I am entitled to a refund.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90028
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: Up Front : This was an extremely complicated job scam where I lost around $ XXXX. I informed my bank ( USAA ) and filed an investigation, but they never contacted me for my evidence and just closed out my case, twice ( I disputed their initial determination ). I have filed a report with my local police and have the case number. I have been unemployed since XX/XX/2023 due to budget layoffs at my last employer. I maintain contact with a few recruiters and have added many more in this current job hunt. I am at around XXXX recruiters right now, as well as XXXX XXXX XXXXXXXX, and XXXX. I occasionally get a response and most times it peters out. The position is pulled, miscategorized, or no additional feedback. I have had 5 interviews total to date. Most recruiters are reporting zero ( 0 ) placements in the past few MONTHS. On XX/XX/XXXX I received an email from a XXXX XXXX that they found me and would like to proceed forward for a fully remote position if I like the job requirements and pay range. I proceeded with a XXXX XXXX for Stage 1 interview, emailed questions. Upon passing that round I was informed to have a XXXXXXXX XXXX with XXXX XXXX for Phase 2. The conversation was very normal and had very relevant questions related to my field and expertise. I would be informed the next day. The next day, after some friendly banter with XXXX, I was informed that I was chosen for the position. In order to get my home office set up, I needed to go get some equipment and send them to a vendor in XXXX for configuration so I could start on Monday. They provided me checks for mobile deposit, which initially went through. Some other hardware and software needed to be processed for a total of {$24000.00}. Three of those went into wire transfers so there are routing and account numbers available to pull the funds back from and hopefully close on the other side. The XXXX equipment sent to XXXX received a signature, so there should be some video footage, and there is also a weird problem. When I called the XXXX XXXX XXXX ( XXXX XXXX XXXX ) they said that the driver did something wrong but would not provide any further information, although he knew exactly which package I was referring to. The mans name was XXXX XXXX XXXX ), and there was also a woman named XXXX. Along with all of this, I have received an offer letter, welcome letter, company ID card, XXXX, XXXX, and direct deposit form from XXXX ( employer ). One of these forms had their tax XXXX number listed, which I verified as correct. Even the website XXXX, if fake, was extremely well set up, as if someone used XXXX and asked for a website to meet numerous criteria. I also had a trainer who was going to call me to schedule some time on Monday XX/XX/XXXX to go over the company software and policies. THIS PERSON CALLED ME but I happened to be occupied at the time. We texted several times during the week. I did call a few times ( a XXXX XXXX number ) but he was busy and would get back to me. There is even a XXXX group which I believe is a part of this scam, as I wrote to one of the members that I was looking forward to meeting them but go no response of any type, even a XXXX XXXX XXXX XXXX XXXX XXXX ''. As far as XXXX XXXX, we chatted nearly all day all week on XXXX. When I called him on XXXX, he answered, and we would talk for a bit, giving me updates on the process and where things moved forward and others were waiting on something. NOTE : XXXX is horrible at exporting chats, a feature they removed, but there was a workaround which I used to capture names, dates, and text. Single pics posted have links to use. Regarding USAA : I have contacted them at various times during the week of XX/XX/2023 to file a fraud investigation twice, fix my kids accounts, find out what they can do, and informed them several times that someone needs to contact me to get the emails and chat that I have. I am locked out of the mobile app and online banking so if there was a portal I was supposed to use or get notices in, I was not informed of it nor was I able to access it. I have been a member with USAA for 22 years with no real issues until this scam, and they are just throwing me to the curb. THEY NEVER ASKED ME FOR ANYTHING THAT I HAD TO HELP THE CASE. They have decided to discontinue doing business with me as a banking customer due to the nature and amount of this scam and are removing me from all accounts. Fine. But they are also affecting my kids banking accounts because I happened to be on them. My son is a XXXX, but on the USAA side they just saw my name and my name again on the accounts ( no suffix ), so they decided to just close out his debit card instead of verifying a SSN or member ID on the card. I did not have a debit card on his account. This was reported to them. All chats and emails will be attached to this complaint. If it happens that something else is needed, please call or email me and I will get you what you need if I have it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 180XX
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-19
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I believe the account is invalid. USAA SVG BK needs to verify under oath that this claim is valid, free from any claims and defenses including but not limited to any breach of agreement, failure of consideration, or material alterations, and that the original lender provided value. Further, the alleged account was transferred in good faith and with the consent of all parties involved. If they are unable to provide under oath the previously listed item then I require the account to be removed from my credit & their records.USAA SVG BK XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2023-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Someone stole my card and made charges on my account that I did not make. I have off of at the time of these charges and dates I was at work and did not make these charges
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2023-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: Earlier this year i signed up for a credit monitoring app and found out that someone had applied tor 4 credit cards under my name to am address i no longer even live anymore, immediately froze my credit and place a fraud alert on my report, i reach out to these banks ( XXXX, XXXX XXXX, XXXX XXXX and XXXX XXXX ) to let them know i wasn't the one who applied for these cards. I also found out that the bank detected the accounts where fraudulently opened and had terminated the cards but then the cards still appears on my credit report and have BADLY affected my credit score which went from XXXX to currently XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 083XX
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A