Date Received: 2023-11-17
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: Payment dispute was started and closed without submitting a receipt. USAA said the dispute would be reopened if i submitted the receipt. I have submitted the receipt twice and still have not recieved resolution. The merchant has already agreed to, and has proof of refund. However, USAA will not return the money. USAA called to claim I have not submitted a receipt. Which I submitted hours later.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: On XX/XX/XXXX, two fraudulent charges of {$400.00} each from XXXX were debited from my account. USAA even reached out to me asking if these charges run on my debit card were valid. I said absolutely not. They provided me a provisional credit of {$800.00} and sent me a new debit card on XX/XX/XXXX. Today, on XX/XX/XXXX, USAA debited my account again for {$800.00}, reversing the provisional credit. When I called, they first told me that someone 'impersonating me " called USAA and claimed the charges were valid. Then they told me that that were two duplicate cases disputing the charges were filed and one was closed as 'duplicate '. So I asked what a duplicate case on their end has to do with removing the {$800.00} provisional credit from my account. They told me it would take 2-3 business days to put the {$800.00} back into my account. Then they told me it would take the length of the investigation which can last 45 days. I told them that keeping {$800.00} of my money for 45 days is not consistent with a 'zero liability policy '. They then just refused to let me speak to anyone else nor explain their inconsistent communication with me. So, I hung up and am calling back USAA but I find this whole drama to be a complete waste of my time. I object to a bank attempting to keep {$800.00} of my funds over charges they themselves believe are fraudulent while they 'look into the matter '.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2023 I deposited a third party check into the atm. Later that day an employee of Usaa called me and informed me that my check was being returned because we endorsed it incorrectly. ( They record all calls ) they said they were sending a replacement check back in a XXXX with return instructions on How to properly endorse the check. Once received i followed the instructions provided and used Usaa return paid for XXXX envelope and sent it back XX/XX/2023. After numerous calls throughout XXXX on XX/XX/2023 I was informed that they expect the check to return and after 60 days they would close my account. I waited the 60 days and on XX/XX/2023 I called asking for the closure of my account and when would my check be mailed. I was informed that they were not providing a timetable for the releasing of my funds although the treasury department has already cleared the check. I provided all identifying documentation and offered to send the actual tax return transcripts. It has now been over 100 days and I cant get the treasury to reissue the check because it has already paid the check. They said the check was altered or inflated as the reasoning behind not releasing the funds but both those false accusations can easily be disproven with the documentation I provided and still offering to provide
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30058
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I had a joint variable CD with United Services Automobile Association ( USAA ) bank that I shared with my spouse for the amount of {$2200.00}. My spouse withdrew the full amount of {$2200.00} on XX/XX/XXXX of XXXX at around XXXX hours. My Spouse transferred {$2000.00} to our Joint Savings account at around XXXX hours. I attempted to transfer {$2000.00} back into the CD but received an error message on my USAA banking app at around XXXX hours. The money was no longer in my savings account nor in the CD. Therefore, I waited XXXX hours to see if the it would transfer over night. On XXXX XXXX I did not see the funds in either account, so I contacted USAA and spoke to a representative who stated to wait an additional business day to let the system sort itself out. I waited XXXX ( XXXX ) days and still did not see my funds and I contacted USAA to inform them as such. The Representative submitted a claim/ dispute and told me to wait XXXX hours after the Representative agreed that the funds cant be found. On XX/XX/XXXX the investigation was completed and it was stated that the funds was credited back into my savings account but it was not. The investigation mistaken the {$2000.00} that was transferred by my wife to our joint account on XX/XX/XXXX as a credit. I contacted USAA and the representative that had me on hold for XXXX ( XXXX ) hours stated she saw the error and is submitting an additional claim/ dispute for the investigation. I then spoke to a XXXX of that representative who stated that I might not get approved to receive the funds back into my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IN
Zip: 46845
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I bank with USAA, the app told me I could deposit cash at a local XXXX XXXX ATM, on XX/XX/2023 I attempted to deposit {$1700.00}. It came back with an error and attempted to refund my cash. In the process the machine jammed and I only got {$200.00} back. When I called XXXX XXXX they informed me to file a dispute with USAA since I'm not their customer. I did so and they declined the dispute stating they couldn't get information on the machine due to the fact that it isn't a machine they work with, even though they confirmed the transaction attempt. I've tried all avenues I could find and still haven't gotten my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83647
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XXXX, two fraudulent debit transactions each for {$300.00} were made using my ATM card from our checking account. After receiving a text message fraud alert from USAA about these transactions, I immediately contacted USAA to indicate these were fraudulent transactions. My ATM card had been in my possession the entire time and I had never provided my ATM card or PIN to anyone else to use. I was on conference calls working from home at the time these two withdrawals were made from a XXXX XXXX ATM in XXXX, MD, an ATM which we have never used. After conducting an internal " investigation '', USAA erroneously concluded these transactions were not fraudulent and they sent me letters on XX/XX/XXXX and XX/XX/XXXX indicating they concluded the charges were authorized. I called USAA on or about XX/XX/XXXX, to dispute this conclusion and I asked them to re-review the case. On XX/XX/XXXX, after re-reviewing the case USAA issued another letter stating No new information. As a result, youll remain responsible for payment of this transaction and any associated fees. Decision stands. On XX/XX/XXXX, I called USAA to request the information or documents they reviewed in making this decision. I was told I would receive information within 5 business days. I never received any such information. I called USAA again on XX/XX/XXXX, to dispute the treatment of this transactions and to indicate I had not received any information. The agent on the telephone verbally told me that USAA was denying the fraudulent claim because our checking account had a {$300.00} withdrawal made on XX/XX/XXXX, and a {$300.00} withdrawal on XX/XX/XXXX. These withdrawals were legitimate withdrawals and they were made using my husbands debit card, not my debit card which was the compromised debit card. Also, these two transactions were made at two separate ATMs, one of which we frequent on a regular basis for ATM withdrawals, and they were made 2 days apart not immediately after one another. In short, they are separate and completely unrelated to the fraudulent charges, something we explained to the agent on the telephone. I asked USAA to request the video footage at the ATM where the fraudulent transactions were made as this would clearly show the person making the withdrawals was not me. I never received a response from USAA on this request. On XX/XX/XXXX, I received another letter from USAA indicating the transactions were not fraudulent and that no new information was provided. I do not understand what information we are to provide ; these were not our transactions, I do not have any information about them. I can provide work e-mails and call history to support my statement about being at home working while these fraudulent transactions were completed but I have never been contacted by USAA to request this information nor has USAA been forthcoming with the information they utilized to make their conclusion. We do not understand how USAA is able to reach this conclusion and they have been unable and unwilling to provide us with any further explanation. We are extremely disappointed with how we have been treated by USAA. We do not understand why they believed the two fraudulent ATM withdrawals were legitimate transactions and would like for USAA to uphold its policy of not holding its members responsible for fraudulent transactions. We request a credit to our account for the {$600.00} fraudulently withdrawn. We will be moving our banking relationship if this situation is not resolved to our satisfaction.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 20817
Submitted Via: Web
Date Sent: 2023-11-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: As a follow-up to my prior complaint, XXXX debit 2 {$400.00} charges from my account on XX/XX/XXXX. USAA asked me immediately if this is fraud. I said yes. After a several confusing phone calls with USAA, I was assured the matter was resolved. They deposited {$800.00} back into my account the next day as a provisional credit while they resolved the matter. Several days later, in fact on XX/XX/XXXX, USAA bizarrely withdrew the {$800.00} provisional credit. I called them immediately on like 2 hours sleep. I work all the time and I do not need this stress. Their representatives provided me conflicting and apparently ( from what I found out on later calls ) wholly inaccurate information - telling me that someone impersonated me and confirmed the charges were valid, then asking if my husband is running these charges ( mind you they were asking if he did this on my debit card which he does not have. Also he is not a gambler ). Then they said they can't fix this for 45 days and that no one will call me back after I requested to speak with someone else. Then I called back and I was told this would be fixed, that this was a 'bank error ' and someone would call me during the same business day. No one did. After bank closing, I realized this was not fixed, so I attempted to cover the {$800.00} taken from me by USAA by sending a XXXX deposit and then depositing a check - apparently that just does not work with them - they just bounced a check withdrawal on my account. They did this because they hold after-hour XXXX charges for days and they also put a bizarre hold on my check. I was then told I should not deposit a check from an account I have at another bank- this was news to me - that they can wholly refuse that - and they decided anyway to hold the funds for 10 days???!!! Why? They themselves present and get the funds like the next business day. They claim 'zero-liability ' policy for fraud- they have sucked up an enormous amount of my time, they have a bounced a check for less than the {$800.00} they took from my account on the XXXX that they acknowledge is an error, and they have insulted me on the telephone. They don't even care at all when I tell them I will report them YET AGAIN to your office. They just don't care about their customers, they don't care about veterans or their families, they are just harassing me over fraud they fully acknowledge is not my fault. I am disgusted and upset and I do not need this XXXX as I work 60 hours a week and I have to stop working to deal with their XXXX back office processes. All of these problems with USAA have started in the past 2 years - before that, they were fine. I am just beside myself. I absolutely am so upset that they can't stop hassling me and making my life XXXX over a fraud that they acknowledge is not my fault and over their own bank errors.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 347XX
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-18
Issue: Fraud or scam
Subissue:
Consumer Complaint: I saw a XXXX advertisement for a bed and was charged for the bed. It ended up being a scam. I payed them through XXXX from USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA historically made the full amount of deposited checks available immediately upon deposit. The past couple years have been extremely tough and being paycheck to paycheck theyve suddenly started to place holds on the funds. I had an especially bad case of timing this week with some auto payments coming out that took the account negative and normally if you deposit enough to cover it within grace period they forgive those. Well we received an insurance payout check of just under {$5000.00} this past Monday ( XXXX ) that I deposited right away and instead of releasing it like they historically have, they held all but {$500.00} and it wasnt enough to bring the account current so guess what, they added another OD fee. Theyre bombarding me with collection calls when if theyd release the insurance check they could be paid current. They are making it so I cant pay my electric bill or car repairs for the only car my family has to get to work right now. The check being on hold places a HUGE burden on my family ; we have a XXXX XXXX XXXX XXXX and XXXX XXXX XXXX and needed those funds released immediately to keep up with this XXXX economy. And all the tone death member resolutions lady could say was oh its the system it wont let me release and how about a personal loan from us? like sure, theyll lend money but wont release what was deposited except her suggestion was completely tone deaf and out of line because USAA wont approve me for a loan on my own. So suggesting that as a solution was just plain insulting.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 490XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-16
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: The USAA Bank Fraud Resolution Team Refuses to Investigate and Require Immediate Termination of ALL Illegal Visa Credit Card Accounts Immediately in Written Disclosure by Federal Law in Consumer Securities Lender Inequities ( USAA Bank XXXX XXXX XXXX ) This Criminal USAA Bank Identity Theft was Confirmed by USAA Bank Auditor on XX/XX/2022 Without Resolution because the USAA Bank Admitted that Additional Visa Credit Card Accounts required Internal Employee Audit ( Character Assination by Conspiracy in Illegal USAA Deployment Classification Scam ) This Fraud and Character Assination involves the Texas Attorney General Greg Paxton that Is Required to Provide An immediate Court Order to USAA Federal Savings Bank in Conspiracy Theft Of Multiple Unauthorized Visa Credit XXXX in XXXX XXXX XXXX by Illegal Deployment Classification XXXX ) Contact The Attorney General AND Demand Action against USAA Bank for A Malicious Financial Fraud without Resolution for 24 Months!!! USAA Bank Member Advocacy XXXX XXXX is Required to Terminate ALL Fraudulent Accounts Immediately! Her Personal USAA Business Telephone Contact is ( XXXX ) XXXX USAA Federal Savings Bank Fraud Agent XXXX XXXX has Not Returned Voicemail Messages for Seven Months and is Obstruction of Justice in XXXX XXXX XXXX The FBI is Conducting A Criminal Identity Theft Investigation in USAA Bank Relocation in XXXX XXXX Nevada by Agent XXXX in XX/XX/2022 by Claimant in Recorded Deposition Investigatiing USAA Bank In illegaXXXX XXXX XXXX XXXX with Case Number This Identity Theft Crime was Submitted Online to the Consumer Financial Protection Agency in Washington DC ( FBI Washington DC ) with Case number To Investigate the USAA Bank in XXXX XXXX Texas in XXXX XXXX XXXX!! XXXX XXXX XXXX XXXX Due Process of Law!!! XXXX XXXX XXXX on This Character Assination by USAA Bank XXXX XXXX XXXX XXXX Due Process of Law
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A