Date Received: 2023-11-16
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: On XX/XX/XXXX, someone in XXXX XXXX, FL called impersonating me with my SSN, and requested XXXX of my credit cards be Fedexed to their address. In spite of me having XXXX set up, USAA sent these credit cards to someone who clearly was not me ( wrong address, wrong state, wrong phone number, wrong security settings ). I called and asked why cards were being sent to another address, and said they should immediately cancel all the cards. They said they would. They didn't cancel them and instead allowed the individual to run up $ XXXX of cash advances and fees at XXXX XXXX XXXX over the course of XX/XX/XXXX to XX/XX/XXXX. I didn't catch it since I thought they would've canceled the cards. It only stopped when I noticed the charges on XX/XX/XXXX and called them. Complete failure of security protocols. Many of the charges have been credited to my account as fraud, but about {$400.00} in charges remain that they're claiming are legitimate and not helping me whatsoever. They wanted me to write a letter proving the charges were fraudulent. So I did that. Please help resolve these outstanding charges and fees. They are going to withdraw the funds from my bank accounts soon to pay off these fraudulent cash advances. Thank you, XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: LA
Zip: 70471
Submitted Via: Web
Date Sent: 2023-11-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-15
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent my son {$3500.00} from XXXX thru XXXX to his account with USAA. He has NEVER received the money in his account! XXXX has completed their investigation and has stated that USAA told them the money went into my sons account. The money in NOT in there and the money has NOT come back to my account. This is contrary to the documentation from XXXX ( attached ) stating that the transaction failed. Now I am filing a complaint against USAA as thy are saying the money was put into his account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34113
Submitted Via: Web
Date Sent: 2023-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX a transfer I did not authorize appeared on two accounts marked XXXX XXXX XXXX XXXX that was not showing either XXXX XXXX XXXX when I checked my accounts. One {$3000.00} and one {$10000.00}. I do not allow my account to be overdrawn. I require two way confirmation when signing in. I require the bank notify if a new device accesses my account and when a new account transfer account is added. USAA did none of these things when they allowed a scammer to transfer these high dolor amounts of funds without notifying me. They used my daughters social security check towards this deficit as well as withdrew without my permission funds of about {$650.00} from the new account I made free from fraud towards the fraud account in a deficit. They also told me the investigation would take 9-10 days on obviously fraud transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77573
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: On XX/XX/23 USAA Federal Savings Bank ran my credit report. I believe they do not have any permissible reason by law to run my credit report and I'd like to know why they did it. I am not a customer, did not request credit, did not apply for credit and do not bank with them. I believe they violated FCRA laws.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 010XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: My Mom, died XX/XX/XXXX, XXXX as executor of her will i made repeated attempts to gain access to her relevant banking information in order to promptly and properly execute my duties. to this date i have been unable to gain proper access to settle affairs DESPITE remittance of all requested documentation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 620XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XXXX ORDER IMPOSING CIVIL MONEY PENALTY The XXXX XXXX XXXX XXXX ( FinCEN ) conducted a civil enforcement investigation and determined that grounds exist to impose a Civil Money Penalty against USAA Federal Savings Bank ( USAA FSB or the Bank ) for violations of the XXXX XXXX XXXX XXXX XXXX ) and its implementing regulations. XXXX USAA FSB admits to the Statement of Facts and Violations set forth below and consents to the issuance of this XXXX XXXX. I. JURISDICTION Overall authority for enforcement and compliance with the XXXX lies with the XXXX of XXXX, and the XXXX may impose civil penalties for violations of the XXXX and its implementing XXXX At all times relevant to this Consent Order, USAA FSB was a bank and a domestic financial institution as defined by the XXXX and its implementing XXXX As such, USAA FSB XXXX XXXX to comply with applicable XXXX regulations. STATEMENT OF FACTS The conduct described below took place beginning on or about XX/XX/XXXX, and continuing until on or about XX/XX/XXXX ( the Relevant Time Period ), unless otherwise indicated. XXXX XXXX XXXX XXXX The XXXX requires banks to implement and maintain an effective XXXX XXXX XXXX XXXX ) program in order to guard against XXXX XXXX through financial institutions. XXXX Additionally, the XXXX imposes affirmative duties on banks such as USAA FSB, including the duty to identify and report suspicious transactions relevant to a possible violation of law or regulation in suspicious activity reports ( XXXX ) filed with XXXX The reporting and transparency that financial institutions provide through these reports is essential financial intelligence that XXXX, law enforcement, and others use to safeguard the XXXX XXXX system and combat serious threats, including money laundering, XXXX financing, organized crime, corruption, XXXX trafficking, and massive XXXX schemes targeting the XXXX XXXX, businesses, and individualsXXXX XXXX XXXX is a bureau within the XXXX XXXX XXXX XXXX XXXX and is the XXXX XXXX that enforces the XXXX by investigating and imposing civil money penalties on financial institutions
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Credit monitoring or identity theft protection services
Subissue: Problem canceling credit monitoring or identify theft protection service
Consumer Complaint: Here is my situation. I am XXXX and I arrived in the US in XX/XX/XXXX under the program XXXX ( for XXXX ). The last time I was in the US was 11 years ago when I was a student in XXXX. In XXXX I received my Social Security Number for working because I had a XXXX XXXX. On the XXXX of XX/XX/XXXX, I tried to open a secured credit card in XXXX XXXX XXXX but I was refused because of unexpected reasons ( Current or past delinquency, derogatory public record ( s ) ). I was curious about why I received these denying reasons and decided to check my credit report to see if everything was okay with it. Unfortunately, my credit reports ( XXXX, XXXX, XXXX ) showed me that somebody stole my personal information and created many credit debts ( more than {$100000.00} ) in different banks using my personal information without my consent. For now, it remains to close the last bank account ( in USAA bank ). I already called their fraud department hotline and sent them a letter with copies of my documents, but the bank refuses to take this account with debts of {$22000.00} from my credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11229
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-14
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On XX/XX/23 I called usaa and spoke with representative in regards to a charge of XXXX being allowed to process causing my account to be overdrawn. I asked when did they start allowing transactions to go through and you don't have overdraft protection. The guy said they changed their policy to allow automatic payments and recurring payments to go through. I said I didn't know anything about that.. he said it just changed. I said well. I didn't turn on overdraft protection and normally they deny any types of transactions if you don't have funds. He said he would submit a dispute.. I advised that transaction wasn't supposed to go through it was trial service and I never expected the charge to go through. I said because they allowed it to go through the account is now negative and I was charged a overdraft fee of XXXX as well. That is not good business. Throughout the time I've been at USAA they have never let any transactions go through whether it be automatic payments, recurring payments, no ach payments either. I look at my today and see the credit reversed and account more negative Than it was. I called spoke to rep she said that they sent out opt out letters for this change. As I told her I moved and address was changed but didn't see any letter. And on the app the overdraft option is still the same I did not have overdraft protection. They should not force people to have to opt out.. they should ask to contact or go online to opt in to these services that can impact their account. Spoke with resolution rep and she said that USAA picks and chooses which transactions they will allow to overdraft. They have denied me using my card for groceries or food, gas, but allowed XXXX XXXX to charge my debit card and the funds were not there. This was a debit card transaction not ach. They should have denied the transaction as they always have.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 756XX
Submitted Via: Web
Date Sent: 2023-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: From : XXXX XXXX [ XXXX : XXXX ] Sent : Wednesday, XX/XX/2023 XXXX PM To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : XXXX : Response to Your USAA Concern There is nothing to discuss by phone! Put everything in writing! What are the last four digits of the bank account you have successfully made automatic payment withdrawals for the eight months prior to XX/XX/2023? What are the last four digits of the account you claim has twice rejected your automatic withdrawal requests? Answer my questions by email! You have my email address! From : XXXX XXXX [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX To : XXXX ' ; XXXX ' ; XXXX ' ; XXXX ' Subject : RE : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card. My bank records indicate there have been NO unsuccessful attempts to contact regarding an automatic payment withdrawal for MY USAA credit card! I attached a pdf file Draft Account on my XXXX email at XXXX XXXX that is a copy of the page on YOUR website for the same day! It is also attached here. Can you read??? It very clearly states : Accounts with an Active status can be used to pay USAA bills and transfer funds. It shows Account / Account Type / Status. Under status it very clearly indicates Active. YOU ARE TRYING TO DRAFT THE WRONG ACCOUNT!!! XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX I am sitting here looking at a USAA automatic payment withdrawal Account Verification dated XXXX for the account referenced above and it has not been changed! YOU have been drafting the incorrect account by Telephone Payment since that time, while I waited for YOU to properly make the changes. Why havent you???? REVERSE LATE FEE AND INTEREST CHARGES AND YOU MAKE THE NECESSARY CHANGES IN YOUR SYSTEM TO PROPERLY DRAFT THE PROPER ACCOUNT FOR PAYMENT!!! IMMEDIATELY!!! There is nothing to discuss. My account has been set up for automatic draft since opened. Somewhere along the way USAA changed something internally and my payment shows Telephone Payment. I ignored it because the bill was being paid. This WAS NOT initiated by me, and I did nothing to cause the change. I have decided to close that account, so I set up a new account six or more months ago for USAA to draft. It was verified, and is active for automatic payment. I kept waiting for USAA to make the switch, as all of my other accounts have successfully done, but for some reason unknown to me, USAA did not. Whatever has been done, has been initiated internal to USAA. I have done NOTHING other than submit the information to switch the draft accounts. There had best be NO negative effect on my credit record!! From : USAA [ XXXX : XXXX ] Sent : XXXX, XX/XX/2023 XXXX XXXX To : XXXX Subject : Response to Your USAA Concern Our records indicate USAA has made two unsuccessful attempts to contact regarding an automatic payment withdrawal for your USAA credit card. XXXX XXXX, you haven't been enrolled in the USAA automatic payment plan since XXXX XXXX if you would like to re-enroll in the plan again please visit USAA.com, USAA mobile application or USAA XXXX XXXX for further assistance. We were able to waive the {$23.00} late fee that posted to your account ending in XXXX. Any adjustments processed will post to your account within 2-3 business days and will be visible on your next monthly business statement. To avoid a Late Fee, your " Minimum Payment Due '' must be received on or before the due date listed on your billing statement. Any subsequent Penalty Fees will be assessed according to your existing terms and conditions. We value your membership with USAA your satisfaction is our top priority. Finally accidentally found out they were drafting an account the last four numbers ending with XXXX. I DONT HAVE ANY ACCOUNT ENDING XXXX!!! THE LAST FOUR OF MY MEMBERSHIP NUMBER ARE XXXX!!! THEY WERE TRYING TO DRAFT MY MEMBERSHIP NUMBER. NO WONDER IT WAS REJECTED!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 296XX
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX I emailed the Executives at USAA to include XXXX XXXX, XXXX XXXX, XXXX XXXX. The letter was in good faith to ask about the equities and securities I assumed I was entitled to being that I was the holder of such. XXXX also expressed possible securities and equities fraud that have been committed and to get an understanding to why finding the Trustee who services the account was difficult. Information that im privileged towards. When XXXX XXXX XX/XX/XXXX came aboutfirst business day since such email. USAA executives retaliated by closing every single account I had leaving me a veteran in pain and continued suffering. I think the world and those member 's of USAA should know about this if not reconciled by XXXX I have reached out to media.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30318
Submitted Via: Web
Date Sent: 2023-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A