Date Received: 2019-12-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: Tried to book an XXXX through XXXX. Transaction didnt go through. And scammer called and said that I can XXXX the money and she would send me a confirmation email. Later found out it was a scam
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70131
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: On XX/XX/2019 I sent out a letter disputing a fraudulent USAA account with XXXX. They came back and stated that the account had been verified by USAA. In XX/XX/2019 I called USAA about the fraudulent account, they stated that they were unable to locate this account in their records. I also sent them a letter, in which they received on XX/XX/XXXX, requesting the original business transaction that shows my signature for the item they are reporting on my credit. I have yet to receive anything from them. I reviewed my credit report today, XX/XX/2019, and I saw that the account had still been reporting on my credit report. I called XXXX about the account, in which they had just opened a dispute on XX/XX/2019 again with USAA. I sent the letter in since XX/XX/2019. I informed them they they need to block the account from reporting until proof is provided otherwise. They refused to block the account and stated that they will wait until USAA provides information to verify the account. I asked how was it verified the first time since they don't have any information to verify that the account was mine. They couldn't answer the question and only provided a vague response that a dispute is opened. Both the other credit bureaus ( XXXX & XXXX ) have already removed this fraudulent account from my report, however XXXX has failed to do so and it is negatively impacting my credit. I am unable to obtain a business loan as a result of this erroneous account.
Company Response: Company believes complaint is the result of an isolated error
State: FL
Zip: 32539
Submitted Via: Web
Date Sent: 2019-12-04
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-04
Issue: Other features, terms, or problems
Subissue: Problem with convenience check
Consumer Complaint: I used a promotional convenience check. The expiration on the promotional interest rate of 0 % was XXXX. In late XXXX I realized the balance of the promotion was still virtually unchanged. I called to pay off the promotion balance to avoid the future interest on this balance. I was told that I could not pay on the promotion balance even though I had already paid the minimum due on the higher interest rate balance because of their algorithm. The promotion gives you 0 % interest for a limited time as long as you pay the balance within that limited time. However none of your payments go towards that balance and I was not allowed to pay that balance without first paying all the higher interest balances on the account. This is locking me into a high interest rate on this balance and unfairly leaving me no options to pay the promotion balance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76082
Submitted Via: Web
Date Sent: 2019-12-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-03
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: See attached. Would like an explanation what is the amount of unpaid, as well as what types of fraud USAA has reported to XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-12-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I'm a one year member of USAA Federal Savings Bank, which I was able to join slightly after the closure of XXXX XXXX XXXX XXXX. During the time of XX/XX/2019, I was the victim of a phishing attempt from an account user on XXXX.who had used XXXX XXXX to set-up a fake check in the amount of {$1000.00}. However, I did not know this was a fake check ... because the scammer had used XXXX XXXX to set-up the check. The only way I knew, was when my checking account had been put on a temporary freeze, because of this. Apparently, this resulted in a restriction for 6+ months. As of XX/XX/XXXX, my account had been in mostly good standing, so they partially removed the account 's restriction regarding my depositing abilities and limitations of how much was acceptable to deposit. They have not yet, found a solution to my complaint ... and in partial ways passed it off as fraud. According to the Depositing Agreement, which is somewhat flunky in these sorts of situations, Members are responsible for incoming funds and verification that they are legitimate. But, I have an additional complaint. During the following month, I had discovered that I was a victim of a scam through a contract which had been breached for music management services. Although these two " recipients '' were completely at fault, USAA had retracted any amounts related the transactions which were in question after disputing with the vendor. Within this complaint, I have documentation which shows exactly what happened. USAA prior to the dispute process had asked me to show them PDFs of the police reports verifying my claims. I did so by initiating an IC3 report of CyberCrime of each incident with the Federal Bureau of Investigation of The United States of America. Not only was nothing done to punish these criminals, but my reports became non-significant ... as again, I was restricted for over 6 months, trying to restore this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98290
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: This account doesnt belong to me I already disputed it with a identity theft report which is on file for the account XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89030
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: My identity was stolen .. and XXXX have my affidavit on file but will not remove a closed that is not authorized by me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89030
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I've been depositing my paycheck with the USAA Mobile App every month since XX/XX/2019. Deposits on payday are approximately {$6000.00}. Every time, there is a {$1000.00} hold of the the {$6000.00}. That is not the problem. On XX/XX/2019, I deposited my paycheck of {$6000.00}. A hold was placed on {$5500.00}. This hold has prevented me from paying rent and bills. I trusted the bank. They always held only {$1000.00}. I work for the XXXX of XXXX. My checks are not from an unknown source. I spoke with USAA Monday, XX/XX/2019 and escalated by call as high as I could go for all the representatives to tell me there is nothing they can do about it and the hold will be in place until XX/XX/XXXX. There was no information when I deposited that possibly this much money would be placed in a hold. Is it true the bank can not remove the hold? Is it impossible?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95688
Submitted Via: Web
Date Sent: 2019-12-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-12-01
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2019, I opened a bank account with USAA. My mother, a long-time account holder, eligible based on her fathers military service, helped me do so. Between XX/XX/2019 and XX/XX/2019, I deposited {$3200.00} into my USAA checking account and {$550.00} into my USAA savings account, for a total of {$3800.00}. On XX/XX/2019, I was revoked access to my online account portal ; when trying to login, the official USAA app displayed a message instructing me to call. When I called that day, a representative told me that my accounts had been closed, that USAA would no longer be doing business with me, and that he was not permitted to tell me why. After numerous phone calls that day, I came to understand that banks are allowed to refuse business to any customer for any reason except discrimination, but are required to return said customers money in a reasonable amount of time. A USAA representative finally confirmed my mailing address and told me that I would receive a check for {$3800.00} within 30-60 days. As of yesterday, XX/XX/2019, I still have not received that check. As such, I called USAA to ask when I should expect my {$3800.00} check. The representative told me she could not talk to me. I asked her to connect me with a supervisor. After a short hold she returned to the line and said that she was unable to connect me with a supervisor for the same reason she could not tell me any information about my accounts, and that she was going to end the call. I told her that I would take legal action if she did so. She then hung up on me. Thus, I am submitting this complaint against USAA in order to have my {$3800.00} returned.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91403
Submitted Via: Web
Date Sent: 2019-12-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: This complaint stems from a previous claim regarding the mishandling of several fraudulent charges made using my debit card number ; a number that at the time of this complaint was supposed to have been CLOSED because of the previous fraudulent activity that had occurred in XXXX of this year. The institution if USAA bank. In total there were 4 charges that they tried to post in XXXX. One of those charges was honored by the bank even though I reported it as fraudulent since I didn't make the transaction. I have attached the letter from USAA that shows they gave me a permanent credit for {$26.00}, which was the amount of the one charge they initially let through. The letter stated that the temporary credit would now be made permanent. Now fast forward to XX/XX/XXXX, and in another attachment you will see four amounts for {$26.00}, which by the way, were submitted to my NEW debit card using the old number. USAA now not only honored the same exact transaction that they had said in the attached letter was fraudulent and would give me a permanent credit for, but an additional 3 more charges from the same merchant with similar numbers for the same {$26.00}. You can see clearly the first of the fraudulent merchant numbers on XX/XX/XXXX matches EXACTLY the merchant numbers on the letter from XXXX granting me the PERMANENT credit for that charge! I called USAA as soon as I noticed their glaring oversight and was told they could NOT offer me a provisional credit for these charges even though they themselves stated quite clearly the charges were not only fraudulent, but had offered me a permanent credit for in the letter they send on XX/XX/XXXX. As of the submission of this complaint I am out {$100.00} since they won't reimburse me for charges that are at their own admission fraudulent. On the phone they were shocked at how a " closed card '' could still be used, but did not offer a provisional credit and have still not credited my account for these clearly fraudulent charges. I have another unresolved complaint already in with the CFPB about another fraudulent charge made on the same day as the initial charges in XXXX for {$100.00} to a merchant called XXXX. At the time of that submission to CFPB USAA had suppressed the researcher 's investigation report, but with CFPB 's help they have put that report back on my account and it too is attached. In it you will see that transaction is also fraudulent since the : name doesn't match mine, the IP address for the transaction is also not local to my address, and no item was ever received, yet USAA reversed that provisional credit and has only indicated that they were still looking into it as was indicated to me in a voicemail left by a Mr. XXXX from the CEO 's office. I attempted on 4 separate occasions to call Mr. XXXX and left 3 messages asking him to return my call, but again, as of this submission I have yet to hear back from Mr. XXXX. USAA says you are 100 % not liable for fraudulent charges. Not only is that not true, they don't adequately protect you by actually ensuring closed compromised cards can no longer debit your account, but when such oversight happens they do not credit you back the money they themselves have investigated and said where fraudulent.
Company Response: Company believes complaint is the result of an isolated error
State: VA
Zip: 235XX
Submitted Via: Web
Date Sent: 2019-11-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A