Date Received: 2023-11-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XXXX charged my card for an amount which was unauthorized. I disputed with USAA. USAA gave me a provisional credit. XXXX refunded the amount. USAA reversed the provisional credit, as expected. However, they reversed it twice, taking money from my checking account. They are refusing to work to resolve this issue and have given me the run-around for several days. They have stolen money from me.
Company Response: Company believes complaint is the result of an isolated error
State: MS
Zip: 39452
Submitted Via: Web
Date Sent: 2023-11-07
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Didn't provide services promised
Subissue:
Consumer Complaint: Requested money back, merchant provided receipt and refund. USAA reversed request and will not give me my money back. Issue has been ongoing for 2 months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 140XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: On Friday XX/XX/XXXX, I received a text from USAA text number XXXX stating that there was possible suspicious activity with my account. I didn't act on the text and went back to what I was doing. Then 10 minutes later I received a call from USAA number XXXX and the person on the other end stated that someone was trying to use my card at 2 different locations. I asked the person how is that happening. At that time I had no funds in my account and it seemed not right because my card was in my possession. He stated that he was sending me a code to my phone to verify my info and I asked him why he was not answering my questions. I received the text to the USAA number XXXX with the code but I did not give him any numbers. I told him I would monitor my accounts myself and ended the call. I opened the USAA app and hit change password just in case. I changed my password and closed the app. On Saturday morning, I checked my account for unusual activity and saw none. I checked it again on Sunday and saw no unusual activity. On Monday XX/XX/XXXX XXXX XXXX I had a deposit of my XXXX payment to my USAA account. I logged into the app and transferred {$3000.00} to my linked XXXX XXXX XXXX XXXX account to pay some of my bills. The transferred had reflected as going through. I had a balance left was {$780.00}. I logged off the app once I was done. I tried logging back in to check to see when my insurance payment was due and got a message that I was locked out of my account. I called USAA and told them something was going on with my account. They told me that I was locked out because there was several transactions done that looked suspicious and someone had breached my account and locked me out. The USAA representative 's tone was very abrasive and she didn't seem like she wanted to help me because she just keep saying it was my fault that they got access to my account. She also said they believe that they got my XXXX XXXX account number as well. I then told her I wanted to speak with a supervisor and she said it would take 3-4 business days I told her that's fine. I then called XXXX XXXX right after and the next morning to report to them that there had been a breach on my USAA account and I would like a fraud alert added to my account there. On Wednesday XX/XX/XXXX, the supervisor from USAA called me to review the transactions and speak with me about what happened. She went through the transactions and stated she sent it to their investigation department for review. This process I was told would take 3-5 business days. On Friday I called USAA to get a status update on the process and I was told they decided not to give me my funds back and my account was in the negative - {$110.00}. They also sent a letter to XXXX XXXX without my knowledge requesting the {$3000.00} be sent back to them which put my account in a negative status- {$2000.00} ( currently ). I now have no funds and no way to pay the rest of my bills. USAA was not trying to settle my claim. When I asked why they have not taking extra measures to ensures these people do not use their tools to fraud people and get their account information. They just stated they tell their customers to watch out for any fraud. That's not good enough! They advertise that they do 24/7 monitoring on accounts but it is my belief that it is not true. This has caused me some real financial distress.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30102
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Have been trying to receive a check on a closed account since XX/XX/2023. Have called every single week since -- 16 times. All other mail, all statements, and the letters denying the request to resend the check are received without incident at the XXXX XXXX XXXX XXXX, XXXX FL address -- in fact have received FIVE letters of RESPONSE TO YOUR CONCERN advising to call and update the address. When called, they create an investigation, and promise someone will call back within 24-48 hours. Have never received a return telephone call, but do receive all of their mail aside from the check. There is only one address, XXXX XXXX XXXX XXXX, XXXX, FL XXXX. All other correspondence is received and has been received at that address for several years, it is the only address.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 326XX
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-06
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I filed a dispute with USAA for my checking account debit card. When I called to check the status of this dispute I was first met with the most annoying automated service I have ever experienced. Then once finally able to speak with someone human I was met with agents who either did not have the tools to do their job or didn't have the intelligence to do the job because they repeatedly would bring up older disputes as opposed to the most recent. This would take 20 minutes at least every time every call, repeating old outdated information and wasting my valuable time with something they should honestly be able to update a customer on automatically. The resolution team members were worse citing 2 in particular XXXX and XXXX. These agents were arrogant disrespectful and deserve to be fired for their behavior and lack of cooperation. I filed complaints against both but am almost certain they will receive no corrective action. I have been hung up on while trying to gain information on my funds held in institution. This seems to be withholding of information regarding my financial transactions. Finally I have been told that even though I called and spoke with someone to put disputes in and completed the call that they had not put in enough information and had not put in the dispute 2 weeks after the initial dispute I filed. They also sent me a conduct letter XXXX XXXX however they tell customers they can not overnight debit cards when they close them and leave you stranded. This bank needs to be investigated thoroughly there seems to be a culture of shady practices and inside fraud possibly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76112
Submitted Via: Web
Date Sent: 2023-11-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I accessed the USAA website on XX/XX/XXXX and found that one of my savings accounts ( XXXX XXXX ) had {$5000.00} more than it should ( approximately {$15000.00} rather than {$10000.00}. I immediately called USAA and informed representative " XXXX '' that of the excess balance. She informed me that she would inform the Fraud team and, in response to my concerns that my accounts will be protected. I accessed the USAA website on XX/XX/XXXX and noticed that there was a pending transfer of {$10000.00}. I immediately called USAA speaking with XXXX who informed me that the Fraud team doesn't freeze accounts until their investigation is complete. XXXX said that she had stopped further access to the account but that this doesn't bloack the pending {$10000.00} transfer. I accessed the USAA website a second time on XX/XX/XXXX and noticed that another {$10000.00} transfer was in progress. I immediately contacted USAA representative XXXX to report the new {$10000.00} transfer and to ask why USAA had not stopped access to the account. XXXX contacted the Fraud team and connected me to Fraud team representative XXXX. Fraud team is working the issue. On XX/XX/XXXX, my wife informed me that her USAA checking account debit card was declined at a gas station. I checked the USAA website and found that the checking account balance was {$5100.00} I immediately contacted USAA representative XXXX who informed me that the checking account was blocked to protect assets. XXXX told me that she doesn't have the authority to unblock the account and that I should contact USAA during work hours to discuss this issue. I contacted USAA on XX/XX/XXXX ( work hours ) and reported the locked checking account to representative XXXX. He connected me with Fraud team ( member security ) representative XXXX. XXXX spoke to me and my wife XXXX to confirm her identity- we sent a picture of XXXXXXXX XXXX drivers license through the USAA.COM verify portal. XXXX is sending XXXX a " security check list '' on email to wife XXXX to complete and return to USAA. XXXX asked us if we recognized account numbers ending in XXXX and XXXX ( added on XX/XX/XXXX ). We replied that we didn't recognize the two accounts. XXXX unlocked the checking account. I accessed the USAA website on XX/XX/XXXX and noticed another unauthorized transaction of {$5000.00}. I immediately contacted USAA representative XXXX who connected me with XXXX. I reported the latest withdrawal transfer of $ XXXX " convenience check '' ( four of the last five withdrawals used convenience checks, the fifth was to account ending in XXXX ). I reminded XXXX that XXXX ( on XX/XX/XXXX ) told me that my accounts would be protected.XXXX asked if USAA had contacted me to discuss this issue. I replied that USAA had never contacted me and that I had made all calls to try to stop the unauthorized transactions. I also informed her of our conversation with XXXX and that XXXX had sent the security checklist to wife XXXX. XXXX replied that there was no XXXX in the organization and that USAA does not send security check lists. XXXX later admitted that there was a XXXX in her group. XXXX also accused wife XXXX of making the unauthorized transactions. I and wife XXXX said that XXXX had not logged into USAA for a number of years. XXXX replied that she " totally believed '' that XXXX had not logged onto USAA and that XXXX would have the analysts re-review the issue and that the second review would take three business days and that XXXX and I should call USAA on XX/XX/XXXX for status. XXXX will unlock the checking account so that I can pay bills. I mentioned the recent ( XX/XX/XXXX through XX/XX/XXXX ) USAA data breach as a possible source for passwords and ID required for fraudulent access on XXXX account. It's interesting to note that XXXX would not acknowledge that there was a data breach and stated that USAA doesn't store passwords in their system. I asked how the USAA system verified if passwords entered for access were valid - no response. I had no access to the USAA website on XX/XX/XXXX. I immediately contacted USAA representative XXXX. XXXX investigated and informed me that both accounts were clsed due to fraud and that I would be responsible for the existing ( {$25000.00} ) negative balance. I informed her of the ongoing review ( XXXX ) scheduled to be completed on XX/XX/XXXX. On XX/XX/XXXX i received an email from XXXX XXXX that the payment that I had scheduled some days earlier had been cancelled by USAA. I also checked XXXX and found that two payments had been rescinded. No notification from USAA of these actions. I have been blocked from access to the USAA website so that I can not provide any documentation.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 23322
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Friday, I attempted to login into my USAA account and was prevented from doing so. USAA was making me enter a token, but the app would not generate a token. I called USAA multiple times, and they refused to verify me without a token, I can not provide a token if the app is not generating a token. in the past, I have been able to get verified by sending a secure text message to my cell phone or answering additional security questions and for whatever reason USAA decided to remove that as an option from my account. They required that I send them a drivers license which I did and I called back asking if they could verify it so I could access my account once again, and once again again, they refuse to give me access to my account. And told me I have to wait up to three business days in order to gain access to my account. There has been no suspicious activity. There hasnt been anything unusual and Im not sure why USAA is preventing me from asking my account. They really should not be in business. At this point. Ive done everything theyve asked and Im not sure why they removed any other options From getting verified so at this point, theyre just holding my money in my account hostage and refusing to give me access
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA charged off a credit account of mine XX/XX/2019. It is not being properly reported by XXXX as charged off per the mortgage lender. I called USAA and they confirmed it was charged off in XX/XX/2019, however that is not what they are reporting on the credit report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-02
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: I submitted an application for a credit card with my bank user on XX/XX/2023 and was denied. I called into the bank to ask why I was denied because of lack of income, which goes against the equal credit opportunity act. I also left a phone message about the denial and violation, and was met with a reply that enforces there are no errors in their decision.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 212XX
Submitted Via: Web
Date Sent: 2023-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-03
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: I used the USAA XXXX XXXX XXXX to book a rental car on XXXX XX/XX/2023 for a trip to XXXX, RI from XXXX XX/XX/2023. The total charge was {$590.00}. The rental was fully cancelled on XXXX XX/XX/2023 with USAA, XXXX days prior to the start date of the rental and well prior to the final date allowed for the rental cancellation. Upon return from the trip, the rental car charges were still showing on my USAA credit card account ending in XXXX and I placed a dispute with USAA. A temporary credit was posted to my credit card account and was later reversed on XXXX XX/XX/2023. Multiple calls and letters have been filed with USAA over a XXXX period to get the charge reversed to no avail, with the last request submitted to USAA on XXXX XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33629
Submitted Via: Web
Date Sent: 2023-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A