Date Received: 2019-06-24
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: On Tuesday, XX/XX/2018 I received text and phone fraud alerts from my banking institutions ( USAA and XXXX XXXX XXXX ) alerting me to fraudulent activity on my credit cards. The amounts were : {$440.00} charged to my XXXX XXXX at XXXX {$1300.00} charged to my USAA XXXX XXXX at XXXX {$920.00} charged to my USAA XXXX XXXX at XXXX When I checked my wallet, both of those credit cards were missing. I believe my credit cards were stolen from my wallet on the morning of Saturday, XXXX XX/XX/XXXX. I have filed a police report with my county Sheriffs Office, a copy of which has been provided to USAA. My cards were NOT in my possession when the fraudulent purchases were made. XXXX XXXX XXXX quickly reversed the {$440.00} charge and the resulting fees. USAA also initially reversed the charges and issued me a replacement card, but then the charges appeared on my statement again on XX/XX/2018. I never received a notification explaining the charge reversal, and only noticed it when reviewing my account history. I have tried numerous times to resolve this issue with USAA, asking them to remove the fraudulent charges from my account. I have called weekly, but am told every time that my case is still in progress and there has been no resolution. I am beyond frustrated that this has dragged on for 10 months with no assistance from USAA. Please contact me if you need any additional information. Thank you.
Company Response: Company believes complaint is the result of an isolated error
State: CO
Zip: 801XX
Submitted Via: Web
Date Sent: 2019-06-24
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
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 am one of USAA 's victims. and was not included in the terms announced by CFPB and USAA on XX/XX/XXXX. On numeroud occasions, USAA denied me a reasonable error resolution investigation and which I continue to labor under even today. The harm USAA has caused is irreparable as they put on a huge facade as to how they labor on behalf of the veteran. This, in my opinion is nothing more than a marketing strategy and ruse. You can look at the national level of complaints against USAA and while I am glad CFPB sanctioned USAA, it was not enough. Furthermore, I am confident I am not the only one left out of the bone-jarring {$180.00} restitution payment. Consumer Financial Protection Bureau Settles with USAA Federal Savings Bank Bank Failed to Stop Payments or Resolve Errors, Must Pay {$12.00} XXXX in Restitution, {$3.00} XXXX Fine XX/XX/XXXX Washington, D.C. The Consumer Financial Protection Bureau ( Bureau ) today announced a settlement with USAA Federal Savings Bank, a federally chartered savings association headquartered in XXXX XXXX, Texas. As described in the consent order, the Bureau found that USAA violated the Electronic Fund Transfer Act and Regulation E by failing to properly honor consumers stop payment requests on preauthorized electronic fund transfers, and by failing to initiate and complete reasonable error resolution investigations. USAA also violated the Consumer Financial Protection Act of 2010 by reopening deposit accounts consumers had previously closed without seeking prior authorization or providing adequate notice. Under the terms of the consent order, USAA must, among other provisions, provide approximately {$12.00} XXXX in restitution to certain consumers who were denied a reasonable error resolution investigation, and pay a {$3.00} XXXX civil money penalty. The consent order is available at : XXXX XXXX XXXX XXXX XXXX XXXX The Bureau of Consumer Financial Protection is a 21st century agency that helps consumer finance markets work by regularly identifying and addressing outdated, unnecessary, or unduly burdensome regulations, by making rules more effective, by consistently enforcing federal consumer financial law, and by empowering consumers to take more control over their economic lives. For more information, visit consumerfinance.gov.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: My USAA Visa card last month stated that I did not owe a minimum payment, " {$0.00} '' even though I had a balance of {$940.00} owed for insurance payments to USAA. So thinking the payments were not due, I didn't pay anything. Then this month the bill still says no minimum payment due, but I found I was charged interest of {$7.00} because I didn't pay the balance owed last month. Nowhere does the bill state interest will be charged if the balance is not paid, even though the bill says no payment is due. In addition USAA used to bill the insurance balance in four monthly payments on the credit card, without interest charged. Apparently that has stopped though I was not notified. An insurance person said it's still happening, but the bill and the credit card people say that program ended. USAA needs to get its act together, and tell its customers when interest will be charged, etc. I've been a member since the 1960s.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 61614
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2019, we notified USAA about an unauthorized deposit into our account We were told they would lock our acounts and investigate the situation. Somehow the hackers were still able to take the money out after being locked ( what usaa said ). We called them several times for a status. On XX/XX/2019, they unlocked our accounts. We noticed we were charged for the fraudulent charges. The fraud department said that my phone was hacked by terrorists and the money was sent to an offshore account. But they faulted us for it. We've been banking with this company for 15 years. Where was our protection? Why are we being charged for something we had nothing to do with it. They told us had we not had over draft protection on our credit card/accounts, they would've closed our accounts, froze our assets and reported us as frauds. That is not ok. I dont need your workers telling us that we were lucky that it was a small amount. No matter the amount, it shouldn't have happened to us. Did you check the signatures? The origin of the deposit or withdraw? You were supposed to protect us!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30331
Submitted Via: Web
Date Sent: 2019-06-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On Tuesday, XX/XX/XXXX, I was unable to logon to my USAA account via the mobile app. I then tried from a desktop and received the following message. Due to past difficulties, we can no longer offer you access to usaa.com. If you feel that we have restricted your access in error, please call toll-free XXXX. I called the number and was told they were unable to restrict my account and I needed to speak to someone in regards to my account. I suspected it may have been because I installed the mobile device on my new phone and perhaps USAA wanted to confirm it was intentional and not fraudulent. I spoke to someone regarding my checking and stated that USAA chose to close my accounts and I should be receiving a letter and a refund check that was set to mail on XX/XX/XXXX. When asked what specific reason USAA had for closing my account I was told again USAA chose to close my account. Today is XX/XX/XXXX and I should have received the letter and check. I live in XXXX XXXX where the bank is housed. I called and spoke to XXXX and was told I can get access to the letter via USAA.com. I informed her my access was not granted. She said they will mail out another letter to me and my funds will then be sent to me in thirty ( 30 ) days. I asked why this is now different from the information I was given on Tuesday. Additionally, I was not notified of the closing and I have been going without access to my funds. I have no money for gas or groceries until my next pay day.Again, I asked why my account was closed and she, like the other rep, stated USAA chose to close my account. I was also informed it takes 30 days to review all my LOBs with USAA, which is only checking and savings, before a refund will be issued to me. Also, after checking with her back office she said a letter from them typically takes 7-10 days to be received once mailed. I informed her we are in the same city and only a zip code away. The letter should take two days tops to be received from mailing date. My main concern is that I can not be told the reason for the account closure. Additionally, it has left me without money for gas to go to work. Today I have opened an account elsewhere but will not have access to any funds until my next pay day on XX/XX/XXXX when my payroll hits. I have worked for over 20 years at financial institutions, including USAA FSB, and I have never experienced this level of service. People who have had excessive overdrafts, bankruptcies and even in the repossession process are allowed to withdrawal funds to survive and prior to closing their accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78201
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-21
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have been battling USAA for 2 months regarding my account. My account was hacked into twice and the bank is refusing to do a proper investigation. Theyve stated that theres no way someone can gain access to your PIN number which I have discovered is incorrect. Theyve also stated that theyre unaware of multiple attempts into my account which is also false. They have refused to do anything and have actually held me liable for the account being hacked
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GU
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-06-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I've had an account with USAA Bank since the age of XXXX. I was recently going through a divorce and I had some issues with law enforcement in my area. And the end of XX/XX/XXXX I was XXXX and with me went my banking information my wallet my phone and all my personal belongings. In order to bond out of jail I released my property and my property was to be taken to the bondsman. There is no permission for anybody to use my personal information nor should it had been assumed. My property was supposed to be released and given directly to a bondsman. Instead my personal information was taken by way of my cell phone my driver 's license my social security card my banking information. Several debits were taken out of my account money transfer Etc to tune of about {$1400.00}. I live on a very small social security check that's all I had. Upon being released on XX/XX/XXXX XXXX I immediately notified USAA and they did reverse the charges for a few days and then took it back. They claim that I was negligent. Well I think negligent is it's your fault. It is not my fault I was stolen from. That is the entire amount of money I had for an entire month. I went hungry. I show them proof that I was incarcerated and could not have been me I showed them where he signed my name to do a money transfer. I was met with ignorant people. I wouldn't wish this on them. Because I went hungry I went without power in my house. It was the most cruelest thing somebody could do. Due to my Banks reaction of me being negligent the sheriff 's department decided that they probably didn't have to pursue charges. How is it you are stolen from on Social Security XXXX wrongfully XXXX and you can't do a XXXX thing you can't even get your money back. It is not your fault and you still can't do a XXXX thing. I would like to explain to me because I did not give him a debit card number I didn't give a PIN number I didn't give him permission it is in black and white that there was no permission. I enjoyed being USAA All Those Years and we're talkin 33 years for them to do that to me. I can't see how somebody could Forge your name and get away with it I guess he did but it doesn't matter you can help me with I sure would appreciate it. Thank you so much
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 321XX
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I purchased an item online and within 10 minutes canceled the order. In XXXX my account was charged for {$70.00}. I contacted USAA to inform them that this charge is not valid and that the item was canceled. I was told a dispute was entered and a refund would be placed on my account. On XX/XX/XXXX my account had a withdrawal of {$70.00}. Contacted USAA and was told the transaction was valid and payment was rendered. I again explained that I didnt receive the item nor did I authorize a payment. I was told the dispute department made the decision and that they will contact me. I have not heard anything and only want this transaction reversed and money put back into my account. I also want USAA to stop pushing payments thru without contacting the consumer that a decision was reached. This happens often with this company and I have fought with them numerous times regarding issues like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60586
Submitted Via: Web
Date Sent: 2019-06-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX at XXXX EDT Alerted by text message from USAA of suspicious activity on my account online profile. I immediately called USAA Security ( XXXX XXXX XXXX ). I was informed a credit card was fraudulently shipped to XXXX. Subsequently, I discovered a second credit card was sent to XXXX XXXX XXXX ; 100 bank checks were ordered XXXX XXXX ; sent to XXXX, during the XX/XX/XXXX XXXX breach. I have only one XXXX address for all USAA Account activities. I have no connection with any mailing addresses in XXXX, XXXX or XXXX. On XX/XX/XXXX at XXXX EDT I discovered that two fraudulent checks had been cashed on XX/XX/XXXX for {$38000.00} XXXX XXXX ; {$18000.00} after insisting on XX/XX/XXXX that my checking account be protected. Additionally on XX/XX/XXXX I received two USAA Account access 2-factor Security Codes I did not initiate ; I received a password reset link on XX/XX/XXXX for my email that I did not initiate showing the attack continued. Also my email was flooded by over 7,000 email messages in 48 hours starting XX/XX/XXXX. On XX/XX/XXXX, USAA redeposited the lost funds to the compromised account without alerting me. An attempt to cash a third stolen check was immediately made. It was blocked, but my account was charged an overdraft fee. I transferred the balance of my account to another bank. 97 remaining stolen checks are still in circulation with our personal information. USAA has not alerted any law enforcement agencies about his crime.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 063XX
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-06-18
Issue: Getting a credit card
Subissue: Application denied
Consumer Complaint: USAA continue using old accounts that are including and discharged in Chapter XXXX bankruptcy in 2016. The company continues to use old accounts to determine my credit worthiness or lack thereof.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77489
Submitted Via: Web
Date Sent: 2019-06-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A