Date Received: 2023-10-31
Issue: Managing the loan or lease
Subissue: Loan sold or transferred to another company
Consumer Complaint: I purchased a XXXX XXXX XXXX, VIN # : XXXX, through XXXX a few year ago and decided to refinance with USAA. At the beginning of XXXX I had finalized the process a refinance loan with USAA. All that was left was for USAA to send a pay off check to XXXX. On XX/XX/XXXX a check, for the amount of {$11000.00}, was meant to be sent to XXXX XXXX XXXX XXXX Georgia. A month later my XXXX account is still showing a full balance. We contact XXXX and are told a check for the payoff has not been received. Upon speaking with XXXX, they provided me with a tracking number ( XXXX ), supposedly for the pay off check, that says the package was delivered on XX/XX/XXXX in a mail box at a XXXX Tennessee. After further calls with both companies, I was informed by USAA the check has been cashed. USAA provided me with a copy of the cashed check which has the account number the check was cashed to, along with a name signed on the back " XXXX XXXX ''. I provided XXXX with the copy of the cashed check, to which they further investigated and confirmed they did not receive it. After hours and hours on they phone speaking with USAA member resolutions, loan origination, a personal advocacy member, and XXXX fraud reports, it is now XX/XX/XXXX and USAA is holding strong that they have done no wrong and I am still responsible for paying their loan, along with XXXX. This means I am responsible for paying XXXX {$11000.00} loans to XXXX different companies for the same car. My loan through USAA is a car loan connected to a vehicle, in which XXXX still owns and possesses the title for. USAA does not have the title and they will not look into the matter any further but are still requiring me to pay them. I never saw or touched the refinance pay off check. did all of the steps correct and in no way could have affected the outcome of this. XXXX is requiring me to continue to pay them even though had no impact on this lost check.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 37830
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I had both a USAA checking and a savings accounts for the past 3 or 4 years. I have been attacked by attempted cyber security breaches for the past year. On XX/XX/XXXX I was called by a person who claimed to be a USAA agent seeking to help me with the cyber security attacks, they acted like any other USAA agent, and had all of my information just like any other USAA agent I had ever interacted with in the past. They were actually a hacker who either drained both of my accounts, or assisted in draining both my savings account and checking account of the entirety of a combined roughly XXXX US dollars. A few days later I was called by an actual USAA agent informing me of ; all of my money being stolen, USAA refusing to do any further business with me including the closure of both of my accounts, and that USAA 's anti-fraud department would start a fraud-claim investigation which would be finished in an estimated 7 days. I was told that once the anti-fraud-claim investigation was completed that all of money would be refunded in a check that would be sent to me via a check in the mail. Once those 7 days where up I called USAA again, this time they gave me a different story, saying that the fraud claim would now take 60 days to complete instead of 7, but that I would still get my money reimbursed once it was over. During my final call to USAA on XX/XX/, I was informed that my anti-fraud claim had already been resolved on XX/XX/. I was never called or otherwise informed of this until I called USAA on XX/XX/. The anti-fraud department decided that no fraud could be detected and that I shouldn't get ANY of my money back. During the entirety of this event my XXXX XXXX XXXX and I was put out of the job as a result, leaving me destitute and unable to do much of anything. The savings account was drained through ATMs in Texas, I live several states away and could not walk there let alone walk with the XXXX XXXX. The checking account was drained with multiple online purchases, none of which I received. My mother, aunt, and brother can attest to my condition at the time. I did not engage in any fraudulent activity, and I deserve my money back.
Company Response:
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: Commencing on or about XX/XX/, I fell victim to a multi-layered scam operation run by fraudulent entities presenting themselves as a legitimate firm, called XXXX XXXX XXXX which involved me making deposits for a total amount of {$110000.00} USD from my USAA bank account to fraudulent investment firm ( XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85742
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had multiple fraud charges on my account with Usaa the temp refunded them after they concluded I was at fault I have repeatedly tried to over turn the results because I did not do it and Ive been repeatedly told yes I did
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: SC
Zip: 29406
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: I have been dealing with this issue in regard to extended car warranty fraud since XX/XX/XXXX. XXXX of XXXX I was supposed to be getting an extended car warranty through a company called XXXX XXXX. In the end my card was being used fraudulently and used to pay a scam company. After reaching out to the attorney general in South Dakota ( because that is the address they were using ), he let me know that there were over XXXX other people worldwide experiencing this same issue. He then transferred me to an investigator who had been handling the cases. The investigator was on a recorded phone call with a USAA representative named XXXX & I. She jotted down all of the information he told her in regards to the case and verified that this is indeed a scam and fraud case/company. The company has since reopened under a new name and address, only to do it all over again. The problem I am having is that the charge was made on a USAA credit card and it is now in a delinquent status after the dispute was closed due to it being past their 90 days. That credit card was not used once I paid it off PURPOSELY due to the 0 APR ending. I have called and spoke with almost ALL of the departments and am constantly left with unanswered questions, no solutions and promised callbacks that never happen. Now even after the numerous calls USAA had been on with the AG, investigators and proof of this company being a scam they have now sold this debt to collections which is impacting my credit tremendously. The last thing I was told is : AG has to contact USAA ( XXXX ). AG knows who to contact in USAA about specifics. The number given to me for the private investigator assigned to this case was : XXXX and it belongs to a gentleman named XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 42701
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23 I deposited a cashiers check which is cash. The bank put half my deposit on hold I called and was advised to call back on Tuesday to have the additional funds released when I called back on Tuesday I was advised that the hold would have to remain. I dont understand how a check that is certified funds can be placed on hold for a whole week. Its unacceptable and a better policy needs to be put in place for guaranteed funds. The bank does not have any walk in locations where Im located and should not be allowed to tie up peoples funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30005
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Credit monitoring or identity theft protection services
Subissue: Didn't receive services that were advertised
Consumer Complaint: Hired from a fraudulent company to work as an office assistant remotely from my home. They used XXXX to send money and deposited the money into my USAA ACCOUNT once it went through my bank and was cleared I sent back The extra amount that wasnt used the sent money became unavailable due to unavailable money from the company accounts and I was charged and told to repay all even after working with and reporting the company to the fraud department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 583XX
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-31
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XX/XX/2023 I made a payment to my USAA Credit Card from my Chase Checking Account in the amount of {$1000.00}. USAA puled that money from my Chase Checking Account on XX/XX/2023 and never applied to my USAA Credit Card. When I asked for USAA to either apply the money to my credit card or give it back ; USAA said that they investigated the issue and determined that they didnt do anything wrong. I have the XXXX XXXX of my dealings with USAA as well as statements showing that they did in fact took {$1000.00} from me. I need help in getting my money back. Thank you.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-11-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: ON XX/XX/XXXXXXXX I call for an insurance Quote spoke to a agent name XXXX discuss payments. Having prior insurance back in XXXX A clinch in there system set up a unauthorized payment in the amount of $ XXXX.I already have car insurance. I was shopping around once I took notice of the payment transaction its been a problem. I ask for a stop payment denied disbute denied money return to my checking account. Deceptively will never work please have money retrun they took from a unauthorized account used back in XXXX.Thank You
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am an USAA member and on XX/XX/2023 I made a transfer from my XXXX account to my USAA account in the amount of {$50.00} followed by another transfer in the amount of {$25.00} using the USAA app. I was using my USAA card to pay for a hotel room and my card kept getting declined for the amount of {$160.00} when my balance was {$200.00}. I noticed then that USAA was placing holds on my deposit transfers, so I had to pay with another card. I checked my XXXX account and funds were paid to USAA on XX/XX/2023 but USAA placed a hold on those two transfers of {$25.00} and {$50.00} until XX/XX/2023.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A