Date Received: 2019-11-15
Issue: Wrong amount charged or received
Subissue:
Consumer Complaint: Im a 37 year military and XXXX XXXX, I made an allotment from my XXXX 401 ( TSP ) to USAA savings and made the mistake of using my member I.D number instead of my account number. Come to find out my member ID is the same number of an XXXX XXXX ladies account number. USAA never matched the name, social or DOB on the transfer. I notified USAA on what happened and its been almost 2 months of trying to get the money returned. First your member ID should never ever be the same as another persons account number, second my other information I.E, social, DOB, address shouldve been matched and was not. USAA customer service is now farmed out for the most part, so far Ive been on the phone for over 7.5 hours total, the TSP representatives have been very helpful and have been on most of the calls with me. A number of security steps were missed and USAA is attempting to ask for the money back. XX/XX/XXXX going on 75 days and USAA as still not taken action against the other member who excepted and withdrew money not belonging to them. The latest USAA representative XXXX XXXX from the office of the CEO stated with 12 million member the numbers could be the same with a members ID being someone elses account number? Really, we gave them the federal tracking number with all my information on it. USAA is still refusing to get my XXXX back, stating theyve attempted to contact the other account holder ( female XXXX XXXX thieve ) and havent heard back from her, and will not put a hold on her account. The customer service with USAA is the worst experience Ive ever had. I spoke with XXXX XXXX XXXX and XXXX XXXX. And both said the same thing about the account and member ID numbers being the same for two different persons I made an honest mistake and USAA could care less TSP and myself provided USAA with the 15 digit trace number also
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33323
Submitted Via: Web
Date Sent: 2019-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-14
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA is re-aging and fraudulently reporting incorrect information on all three of my XXXX 's and directly impacting my ability to obtain a mortgage. USAA is reporting the date first major delinquency reported as XX/XX/XXXX. USAA is also reporting major delinquency XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX and XX/XX/XXXX. None reported as XX/XX/XXXX. Second, the account is not late 189 days. The account is not in collections. USAA charged the debt off after they were advised the charges were based upon fraud and forgave the debt. This conduct is retaliation on the part of USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2019-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was looking online to purchase a XXXX puppy. On XXXX, a listing came up entitled, " Teacup XXXX Puppies For Sale - Home XXXX. '' I went to the site and it led me to their XXXX page which displayed puppies being purchased and shipped around the United States. I began a conversation with them ( through Messenger ) and they sent me three photos of 3 different puppies available to purchase. I picked one and asked about shipping the dog to me and she said as soon as I paid they would forward me the tracking information. They provided me their XXXX email and I forwarded {$620.00} to them. I did not hear back anything for several hours ... so I immediately contacted USAA bank to file a dispute and see if they could reverse the money sent. I have filed a Complaints with the Internet Crime Center, the FTC, and XXXX. I contacted my bank, USAA, on numerous occasions and no one ever contacted me, despite being told several times that someone would call me to discuss this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: After paying on our Secured cc card account one day after due date they closed account .No complaint there, although unusual when we were always on time..It was secured with a cd from them ( USAA ) which we agreed with them that they would pay off credit card and send the difference of cd to us in a check within thirty days.This was XX/XX/XXXX. They have given us so many stories and different departments with now ... 60 days later and no refund of balance on cd. After alert on my credit from XXXX they ( USAA ) sent a closed account with a XXXX balance On our credit report! This is how we found out that all this time they hadnt paid it off with our cd agreement.Spoke to someone last night from Usaa ..only to once again hearing them say they were sorry this happened. Our concern is where then is our money? We want our money and this negative false report taken off and difference again sent to us.
Company Response: Company believes complaint is the result of an isolated error
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A fraudulent check was deposited into my checking account for over 9k in XXXX. I was told by deposit services that it would be investigated and the check was deposited from PA. I do not know anyone in PA or live there. I was informed that it was not properly investigated. It caused my account to go into a negative balance that was suppose to be disputed in XX/XX/XXXX. The call was disconnected and I never got a call back. I was never informed by USAA that my account was being charged off, I never got a letter from them to my house. On XX/XX/XXXX the VA accidentally sent my VA benefits amount XXXX to the wrong account and I have been I contact with the bank since XX/XX/XXXX and was informed multiple times that I would be receiving my benefit check in 3-5 days every time I spoke with them. I was told Monday XX/XX/XXXX a check was mailed out but they were unable to provide me with a check number or tracking number. I was informed yesterday XX/XX/XXXX it wouldnt be until XX/XX/XXXX until receive my benefit check. I am now late on my rent and I have a XXXX yr old with XXXX XXXX who is also XXXX XXXX and XXXX XXXX. I have been unable to take her to dr appts due to not having the funds for her copays. I have been told that it is being expedited but there is no movement.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78613
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-13
Issue: Struggling to pay your loan
Subissue: Lender trying to repossess or disable the vehicle
Consumer Complaint: The actions of XXXX XXXX has damaged my credit and allowed XXXX XXXX to try and escape further litigation for defective products.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75087
Submitted Via: Web
Date Sent: 2019-11-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: XX/XX/2019 Charge for {$250.00} SQC*CASH APP - USAA - CASE XXXX XX/XX/2019 Charge for {$110.00} SQC*CASH APP - USAA - CASE XXXX These charges were never authorized by me and I never received any money. I contacted XXXX XXXX but they have no phone system and attempted to message them with their in app support system. It usually takes many days for a response. I never heard back from CASH APP so I called USAA and started a dispute. It was very easy and got temporary credits in my account. I believe I had the credits around XX/XX/XXXX. Then on XX/XX/2019 USAA sent me 2 plain emails with pdf attachments. It does not say in the email that any information is required or my immediate response is requested. But hidden away in the pdf files is a request for more information. Because I don't check every email I receive from USAA because usually they are junk mail, I never opened the pdf, and then USAA DENIED my dispute. They never called me or sent another email. They never sent me a letter or anything they just denied it and took my money. After a few phone calls speaking to a supervisor I was able to resubmit the information. On XX/XX/2019 my one dispute is finally reopened XX/XX/2019 Charge for {$110.00} SQC*CASH APP - USAA - CASE XXXX. XX/XX/2019 Charge for {$250.00} SQC*CASH APP - USAA - CASE XXXX DISPUTE # 2 for {$250.00} has not been reopened since I uploaded information about the case.____ ______________________________________________________________ ORIGINAL COMPLIANT I have called USAA at least 5 times since I have filed the last complaint and I have no 0 progress getting in contact with anyone. I do not even know if they are looking at the 2nd complaint. How can I call this many times and still not know if my complaint is being looked at?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 077XX
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-12
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Could you please advise me what is " Fraud Charge Off '' ( see attached )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 981XX
Submitted Via: Web
Date Sent: 2019-11-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am currently on a trip to Florida, hundreds of miles from my home near XXXX XXXX. When I landed it was late, past midnight, and I headed to check-in at a hotel with my debit card as my card for the room. When I arrived my debit card would not work and I soon found out that a fraud alert had been issued. I called USAA to clear the fraud alert and oddly, was not asked to confirm the transactions or anything like that, I was simply told that " my card is now unlocked and I can unlock it through the automated system '' .. I will come back to that later. I went to use my card, thinking there would be no problem, and yet again it was declined. I called back and spoke to I believe the same person, who this time sent a text to my phone to confirm my identity. My debit card 's expiration was next month, so USAA had issued me a new card in what they called a " mass issue ''. Somehow, that new card had become active and made my in-hand debit card useless. I had not received the new card. I spoke to four or five different people for hours. I was stuck at a hotel with nowhere to go and nowhere to stay. USAA placed me on hold time and again and I was told multiple things. I was told that the new debit card hadn't shipped yet. I was told it had shipped and that my wife must have activated the new card ( which was not only untrue, it was impossible because I had used my debit card successfully after she went to sleep and I was the one that got our mail that day before I went to the airport ). I was told that it could have been fraudulently activated, despite also being told it hadn't shipped. Coincidences aren't usually coincidences. It just so happened that my working card had a fraud alert and when I called to clear it my card couldn't ever work again? I don't think so. Something happened that caused this. What did the first representative unlock when I called since he reviewed no transactions on a fraud alert and did not verify my identity with a text? I don't know, but I was stuck, embarrassed, at a hotel with no way to get a room. They could not reactivate my card because somehow a new card had been activated. I honestly thought I would have to sleep on a bench at the airport until family could pick me up the next day. I demanded that USAA do something to make this right because I believed USAA had a problem that caused this. There was no possible resolution. I called the " Executive Support Team '' the next day and while they were apologetic, they offered no help in me being able to get through the weekend with no form of payment available. I had money in my account, but no way to access it. I asked if they could send me money via XXXX XXXX? No. No options. When I said I wanted a formal complaint launched and for USAA to figure out what happened, I was told a " verbal complaint '' would be logged.. but that is not a resolution. Basically, a member of 15 years was on his own to figure it out. Luckily, the lady at the hotel desk worked something out to get me a room or I would have been sleeping on that bench.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 62226
Submitted Via: Web
Date Sent: 2019-11-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-11-09
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I have made a complaint with you all ready. My name is XXXX XXXX I am have dealings with USAA. This is my complaint ID with you- XXXX. I recieved a call from USAA on XXXX stating they are closing the fraud case they state they do not see where I requested to have my aiuthorized user removed. Just because they supposedly did not note it they are now making me pay for all the fraud charges she put on there an she is getting away with it. USAA had sent me a check for damages put a stop on the check put amount towards that balance this is wrong in every way an she the one that put herself on as aurthorize user gets away. They also sent me a new card I never activated it some how it got activated and got XXXX charged on it and USAA only thing they would tell me is someone activated it from a mobile device. This is wrong where is justice?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 647XX
Submitted Via: Web
Date Sent: 2019-11-09
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A