Date Received: 2020-02-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I was a victim of a phishing scam via XXXX on XX/XX/XXXX. The person contacted me via direct messaging, called me, and pretended to be having a giveaway using a fake cloned business page and used social engineering to gain access to my XXXX XXXX account and used it to take {$1500.00} in total from my bank account which was linked without my consent. I sent a message to XXXX XXXX the day it occurred, but I did not get a response. On the day it occurred ( XX/XX/XXXX ), I also contacted my bank and filed a fraud claim. I spoke with the fraud department and the representative processed my claim for the three charges of {$500.00}. They granted me temporary credits for the three charges while the investigation was conducted. On XX/XX/XXXX, I received a decision stating I was found responsible for the transactions and they were reversing the three temporary credits for the three {$500.00} charges. I disagreed with the decision due to the charges not being authorized due to the incident being a scam. On that same day, I called my bank once again to appeal the decision reached by the fraud department. I got in contact with the fraud department just for them to tell me I should have disputed the charges originally since I have used XXXX XXXX for transactions in the past. Next, I was transferred to the dispute department, and they restored the three charges back to my account once again while they claimed they will investigate again. On today ( XX/XX/XXXX ), I got another decision from my banks dispute department stating the dispute requests were duplicated and the Fraud department, which told me on XX/XX/XXXX that I should have disputed the transactions, had already disputed the transactions and the three charges will once again be reversed on XX/XX/XXXX. I once again called my bank to appeal the decision, and the representative I spoke with did not help me much, and she just said it is unfortunate and she put a note on my account for the dispute department to reopen and appeal the final decision made. Now, I am back at square one with the same decision.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35806
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: Other transaction problem
Subissue:
Consumer Complaint: On XXXX 2020. I got a call from Usaa XXXX representative alerting me about suspicious activity on my account saying that was breach to my account using my XXXX address login in on XXXX device and making some transaction made with " XXXX '' XXXX telling person on the phone that my account was compromised and that wasn't me disputing all activity, transaction or even possessing same XXXX device and making transfer of {$10.00} and {$1000.00} thru " XXXX '' I'm reporting fraud and asking agent to lock my checking account, she told me If i do that i need to change my all credentials which I did same night. Next day on XXXX XXXX I'm going to Usaa bank to talk to Usaa representative but i found my self in office with computer and phone that i can use to " talk to '' someone .I did talk to XXXX XXXX XXXX on the phone and she also told me that XXXX is still connected to my account and she will remove it and they agents will investigate my case. Next days I been on the phone hours with multiple usaa agents been transfer from XXXX department to another leaving numerous voicemail to agents that they supposed to talk to me asap assigned to my case witch they never get back in contact with me. I found denial letter on XXXX that i couldn't get excess until XXXX because my online account been suspended or locket again. In same letter said my claim submitted on XXXX been denied because they investigation shown no fraudulent activity found. XXXX closed. Today is XXXX XXXX spend XXXX hour on phone to get copy of documentation doing investigation so i can file report to police they told me I can get them by XXXX. and if i want to denied they decision i need to send proof of identity theft. They are so unprofessional and not organized. My husbands XXXX account been compromised same day with same XXXX XXXX but he got his money back and his problem was solved by XXXX representative same day. No problem no investigation.
Company Response:
State: TX
Zip: 78260
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-21
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: XX/XX/XXXX I called USAA to reach a representative The Automated Voice Line always answers. This automated line responds to my TV in the background ALL THE TIME sending me WHO KNOWS WHERE AND AUTOMATICALLY DOING WHO KNOWS WHAT. Clearly, USAA should be held accountable for their automation issues. I confirm, I spoke to USAA XXXX XXXX, requesting she remove my SUNTRUST PROFILE INFO AS I WILL NOT BE MAKING ANYMORE PAYMENTS. and Payment was Made. Jury would have no trouble drawing their own conclusion to JUSTICE and so should USAA. USAA STOLE MY SOCIAL SECURITY MONEY FOR 3 MONTHS. In addition USAA COLLECTS ON CARD XXXX I DEMAND PROOF OF ACTIVATION DONE BY ME THAT IS IN MY POSSESSION. WHAT DATE AND HOW WAS IT ACTIVATED.? And in Addition USAA HAS NO RIGHT TO ** DENY ME THE RIGHT TO REPORT IDENITITY THEFT. USAA IS VERY DISHONEST AND PRACTICES ABUSE OF POWER. I WANT TO SEE USAA FRAUD INTERNAL CREDITS APPLIED TO MY BALANCE THAT ARE HIDDEN FROM ME. I MUST ACCEPT THEY ARE RIGHT WITHOUT SHOWING FINANCIAL PROOF Temporary Credits USAA mentions WERE NEVER MADE PERMANET OR ADDED TO TOTAL CREDITS for this period on truth in lending statements.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: Marketed & advertised ON LINE Easy set up ADA ACCESSIBLE NOT TRUE. USAA requires ( 2 ) two on line set ups to have FULL ACCESS. Disabled for years I have tried to gain access to USAA ON LINE BANKING ONLY Website was installed was told to get or send messages you need a mobile app from play store. Once that installed back and forth hand movements my XXXX XXXX can not do were WAY TOO PAINFUL. A message box secure email area is only in the mobile app when I try over and over to gain FULL ACCESS. I have tried over and over to send my documents and messages TO NO AVAIL. I make my only contact through CFPB because they do give me access by phone and USER FRIENDLY One website setup. They do Not require two set ups as USAA DOES. New USAA policy now is required TEXTS Emails two authorizations verificatons my hands can not do. In addition to numerous numerous hand movements In out UP DOWN two apps text codes ALL NOT USER FRIENDLY OR ADA ACCESSIBLE USAA IS ON LINE BANKING ONLY FOR this 35 year member. USAA POLICY has changed WITHOUT NOTICE TO ME since I first set up. I have NEVER IN 35 YEARS BEEN ABLE TO SET UP ACCESS ON LINE. When fraud happened I was NOT ADVISED ON PHONE POLICY OR GIVEN OPTIONS TO SEND DOCUMENTS THEY REQUIRED FOR FRAUD ID THEFT AND WITH NO ACCESS THIS WAS ALL I HAD. Then USAA blocked my phone access by blocking a PIN number it took me 3 years to set up when I informed a rep I could not go on line. This done for my protection per USAA. Once set up then USAA required more hand movements to make a temporary password permanet in TWO SITES. Verification codes, web set up and also mobile app set up is IMPOSSIBLE. One Sunday XXXX I had 125 texts to No avail. XXXX alerted me this was a security risk. Calls never lead to right department. MANY MANY Hours painfully holding phone for USAA is hazerdous to my health. USAA OFFERS NO SPECIAL NEEDS OPTION or USER FRIENDLY assistance set up.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Other features, terms, or problems
Subissue: Privacy issues
Consumer Complaint: XX/XX/2020 Phone contact USAA Automated System Responds to my TV rerouting me to who knows where. And I am Not provided Access on Line. I eventually spoke with XXXX Requesting XXXX XXXX payment info be removed from my profile as I would not be making payments anymore on this IDTheft. A PAYMENT UNAUTHORIZED BY ME WAS MADE. USAA claims I did it though voicemail. Anyone can contact voicemail as it DOES NOT HAVE ANY SECURITY SET UP. This overdrafted my social security for the next 3 MONTHS leaving me with overdraft fees. I HAVE NEVER HAD OVERDRAFT IN XXXX YEARS. If ANYONE NOT SECURE CAN CALL VOICE LINE AND MAKE A PAYMENT UNAUTHORIZED BY ME I CALL SERIOUS FOUL.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-20
Issue: Advertising and marketing, including promotional offers
Subissue: Didn't receive advertised or promotional terms
Consumer Complaint: USAA advertises ZERO LIABILITY for fraud. USAA has left me liable for fraud charges that occurred beginning XX/XX/XXXX. See attatched 4 four Letters. Three dated XX/XX/XXXX that give card ending XXXX Transaction date XX/XX/XXXX {$15.00} XX/XX/XXXX {$25.00} XX/XX/XXXX {$17.00} XXXX. Kindly Note All three of these transaction charges and dates ** are included in what I reported UNAUTHORIZED. There were {$470.00} total reported fraud by me sometime in XX/XX/XXXX I am thinking. My XXXX statement closed XX/XX/XXXX The statement would have reached me XXXX first week. I do not have an elaborate computer as USAA does to document dates I called fraud. I have a XXXX XXXX as well AND APOLOGIZE IN ADVANCE that I have No Access due to my XXXX. The letter dated XX/XX/XXXX DOCUMENTED MY CLAIM DATE AS XX/XX/XXXX. I based my info on USAA documentation. What I do KNOW : The card ended XXXX in XX/XX/XXXX. The letters XX/XX/XXXX ALL CREDITS WERE BACK ON CARD AGAIN XX/XX/XXXX as New Purchases. Permanet was Not permanet. NO USAA CREDITS have appeared on statements from XX/XX/XXXX to XX/XX/XXXX LISTED AS TOTAL PAYMENTS AND CREDITS for this period. AND What ever date I did really report {$470.00} UNAUTHORIZED MY FRAUD card XXXX WAS ALTERED to DISPUTES on card XXXX AND ONLY {$59.00} credits were given when I reported {$470.00}. AND THEY WERE BACK ON CARD XX/XX/XXXX DISPUTE NOT IN MY FAVOR. USAAs INFORMATION IS NOT HONEST.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: See attatched Transactions on statement XX/XX/XXXX. See attached Transactions XX/XX/XXXX. See attatched Fraud Letter dated XX/XX/XXXX. THE XXXX XXXX CREDITS {$120.00} REVERSED. Kindly note XX/XX/XXXX statements transactions XX/XX/XXXX temp credit of {$120.00} to begin fraud investigation CONFIRMS USAA Reports fraud I DID NOT REPORT SLANDERING. ( rep XXXX XXXX lies ) MY NAME TO CFPB. & CRAs ( USAA ACCUSED ME OF REPORTING FRAUD ON A RETUNED ITEM XXXX XXXX {$120.00}. XX/XX/XXXX ). USAA began a fraud investigation XX/XX/XXXX. Kindly note statement XX/XX/XXXX transactions do NOT SHOW USAA BEGINNING fraud investigation on XXXX XXXX {$120.00} with temp adjustment credits in XXXX OF XXXX THIS SHOWS FRAUD INVESTIGATION BEGAN. XX/XX/XXXX AND WAS REVERSED XX/XX/XXXX XX/XX/XXXX. ** WITHOUT ANY USAA CREDIT APPLIED. USAA LIES AND LIES. THIS IS DEFAMATION AND FRAUDULENT ACTIONS OF REVERSALS. I believe this is done to CREATED CREDIT REVERSALS when USAA gave NO PERMANENT CREDIT.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
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: See attatched XX/XX/2018 statement. THRE ARE NO BEGINNING FRAUD INVESTIGATION USAA CREDITS. XX/XX/2018 {$8.00} XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX * TOTAL ( {$470.00} ) were REPORTED UNAUTHORIZED. ** THIS DOES NOT INCLUDE {$210.00} XXXX RETURN or the ** XXXX XXXX {$120.00} RETURNS. Previous bal zero. Credits {$340.00} posted merchant credits. XXXX NEW BALANCE ) ** ( AFTER XXXX XXXX CREDIT POSTED ) is the {$470.00} REPORTED FRAUD. XXXX XXXX keeps lying to slander my name to the CRAs RETAILATION for my ID THEFT REPORT. XXXX XXXX USAA needs to CEASE AND DESIST WITH THIS SLANDEROUS LIES.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-19
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: While I was on a XXXX XXXX flight to visit my parents in XXXX, TX ( with my credit card on my person ), 3 fraudulent transactions were made at " XXXX XXXX XXXX XXXX XXXX '' with my credit card in the amounts of XXXX, XXXX, and XXXX, respectively. This was on XX/XX/XXXX. I received a call later that night from my hotel room alerting me to the fraud, and when I checked my statement, sure enough, there were 3 purchases that I definitely did not make on my statement. I called USAA, my credit card issuer, and alerted them that these charges were fraudulent. Through a long process of going back and forth with the credit card company ( USAA ), the company, repeatedly denied my fraud claim and subsequent disputes. Upon providing evidence that I was not present to make the fraudulent charges, USAA stated that : " The XXXX determined that the Signature Visa chip card XXXX was presented in person at the time of the purchases ; therefore, authorizing the charges. In accordance with the USAA Credit Card Agreement, the primary cardholder is liable for any and all charges by joint account holders, authorized persons, or anyone allowed to use the account. Determining the identity of the person ( s ) who presented the card will not change the decision of liability. XXXX XXXX, upon receipt of your most recent submission to the CFPB, we conducted another review of the credit card transactions. We identified no activity indicative of theft or account takeover, and you have presented no new information that would warrant a change in our position. The decision to hold you liable for the credit card charges is upheld, and we respectfully deny your request to delete the charges from your account history or credit card balance. If you have additional questions regarding this matter, our staff remains available to assist you. '' Essentially, USAA said that determining that I was not the one who made the fraudulent charges will not change their decision that I am liable for them. I did not authorize anyone else to use my card and I have no joint account holders. As USAA knows, I am the only authorized user of my credit card. I would like to know two things : * Why is it that " Determining the identity of the person ( s ) who presented the card will not change the decision of liability ''? If someone other than me made the charges, it is fraud. Nobody else is authorized in any way to do business in my name and I do not give out my credit card. I certify that I did not authorize anybody else to use that credit card nor did I give mine to anybody else. In fact, as the attached signed statement points out, my card was on my person in Texas while the charge was made in XXXX XXXX. * If neither I nor an authorized user / joint account holder of the card made a transaction, doesn't the 0 fraud liability clause mean that I should not be held liable? There is nobody else authorized to use my credit card within USAA. Does USAA claim that I, the cardholder, somehow benefitted from this? If so, I would imagine that USAA has some evidence to back this up beyond not knowing how the fraud occurred. I would like to see this evidence if it exists. Please explain in detail how this denial complies with 1026.12 ( b ) ( 1 ) -- the definition of unauthorized use, and 1026.12 ( b ) ( 2 ) -- the conditions of liability of the Truth in Lending Act. It seems to me that USAA is legally required to resolve this fraud claim by reimbursing me for the fraud. For reference, I am attaching the same evidence that I was not present to make the fraudulent charges as I have in previous communications.
Company Response:
State: CA
Zip: 94110
Submitted Via: Web
Date Sent: 2020-02-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2020-02-18
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: USAA was contacted XX/XX/XXXX to stop automatic draft for a vehicle traded in. USAA told me it was cancelled. On XX/XX/XXXX usaa drafted my {$780.00} ( without my consent ). As of today XX/XX/XXXX USAA has still not returned my money, taken without my consent. They keep delaying how long it will be to give me my money back. USAA has given multiple different timelines from 15 days to same day deposits to 3 days check mailed.
Company Response:
State: NC
Zip: 28326
Submitted Via: Web
Date Sent: 2020-02-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A