Date Received: 2023-10-30
Issue: Other transaction problem
Subissue:
Consumer Complaint: I am the victim of identity theft and data breach to USAA online security. I filed a police report ( XXXX stating : My USAA online bank account was accessed unauthorized and a fraudulent external bank account, ending in XXXX, was added and verified to my account without my knowledge or authorization on XX/XX/XXXX. I received a notice about an account being added but I didn't respond because I knew that wasn't me and If I don't verify it then it wouldn't get added to my account. Unfortunately, it was verified without my knowledge and no action from USAA to prevent it. Two transfers of {$5000.00} were made, one into my checking, ending XXXX, and one into my savings, ending XXXX, on XX/XX/XXXX and XX/XX/XXXX. On the same days, XX/XX/XXXX and XX/XX/XXXX, XXXX transfers were made out of my checking and savings, of {$4900.00} and {$4900.00} into a fraudulent account ending in XXXX. I did not receive a notification that this activity was going on. My savings account has small automatic credit transfers of {$25.00} every week and an automatic debit transfer of {$50.00} every month to XXXX XXXX XXXX XXXX ( there is a long history of statements proving I do not make large transfers in and out of this account ). The {$5000.00} fraudulent transfer from XXXX XXXX to USAA on XX/XX/XXXX, to my savings account, should have been flagged because this account was closed in 2018. {$5000.00} was transferred in and {$4900.00} was transferred out the same day. USAA did not alert me. On XX/XX/XXXX - XX/XX/XXXX, USAA deemed my case XXXX XXXX XXXX, that there was no fraudulent activity and the transfers were my responsibility. I had to call to get this information about my account because USAA had not sent any correspondence or made any calls to me, although they said they called me ( phone records are on file to prove I never received a call or email ). I reopened my case on XX/XX/XXXX. I have called everyday since my case has been reopened and asked for details into why they show non-fraudulent activity but USAA has not been forthcoming in providing me with any information which is unacceptable. My accounts are in the negative and I have the threat of NSF fees looming.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-30
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: My wife is a shopaholic so I was trying to open a bank account with XXXX XXXX XXXX or USAA so I can transfer the bill money there o keep it safe, but when I call they require a text notification and when I ask for an alternative since I am on XXXX and don't get cell service to come into a branch which i cant do either until I am home.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23669
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a trustee check into my checking account with USAA from the closing of my home. I additionally deposited a {$600.00} cashiers check into my savings account. Both accounts have been placed on hold and Im being told I cant access my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49855
Submitted Via: Web
Date Sent: 2023-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: This is a follow up from case number XXXX XXXX AA XXXX XXXX bank USAA fabricated XXXX XXXX said XXXX send them money out of my account I spoke with the XXXX I spoke with the fraud investigator for the XXXX to franchise tax board and the IRS and they don't have no information no letter stating for USAA to return fundsint account under my XXXX at this time I'm requesting the letterhead of the XXXX request it the XXXX would have sent me a letter as well there was no such request USAA requested XXXX state hearing on behalf of the joint account told her which she did not follow through the district attorney dropped the case because she as well as USAA fabricated this fraud or identity the '' however if that was the case they would've shut the down i couldn't shut the countdown because there was an open dispute and she is the primary account holder I understand that the USAA could close my account for any reason and at any time but they have to let the customer know what the reason is and that never happened so I'm requesting why did they close my account I'm also requesting where did you send the money because USAA fabricated that they sent the money to the presiding bank the presiding bank does not accept money from any organization person or thing other than the XXXX o XXXX ice is the only one that can deposit money in Bank of XXXX I'm requesting USAA have XXXX in fraudulently keeping customers funds and not returning them to any bank but they keeping them for their self this bank needs to be investigated about the XXXX fraudulent and fabricated lies that they have told to get a part of the XXXX big fraudulent skin for the pandemic the XXXX checks that were deposited in the joint account was the primary owner pandemic cares act legit checks join account told her lied to USAA and USAA Lie XXXX the o # ice of the comp controllers of the currency stating that they sent my money to the state unclaimed money doesn't have that money as well there's no tracking number they never sent me anything in reference to where they sent my closing balance of my XXXX accounts the letter the o # icer controller sent me had errors in the amount at the closing time account ending in XXXX Closing balance stated {$11.00} which is the end of the checking account number that is not the balance in the beginning of this whole ordeal USAA XXXX XXXX XXXX '' me with no access to my money which there's supposed to well they're doing their investigation allow customer to have access to their fun by state law and protocols it is not legal for USAA to keep my money well they were doing an investigation I requested by statements since I couldn't see or get any information about balances of my account they had reopen account on three separate occasions and only to close it back a day or two later again they was discriminating against me racial profiling and fraudulently still in my closing ballast a customer should be able to have access to their account at all times even during their review by state law I had requested XXXX that I could not get my statements and that the primary holder would have to request it that was a lie as well eventually they sent me my statements and the month of XXXX they sent me two di # erent statements with two di # erent amounts and not stating if any one of those statements was a corrected copy they had altered my statements as well I also have some disputes that I would like to present to the bank and if they're joint account primary didn't open the account why was she had deposit her monthly income check in to the account a '' er their investigation I received a letter from the state requesting that I deduct taxes from the primary joint account under my business XXXX, XXXX At this XXXX I'm requesting a dispute for all Coinbase block chain and XXXX deductions in my account ended in XXXX and any other accounts those are fraudulent and I'm requesting a refund AND MOONPAY the bank told OCC THEY SENT my money to originating bank on XX/XX/XXXX WHICH WAS fabricated it seems like they actually didn't close the account until XX/XX/XXXX however I never received any of my closing balances for my personal accounts ending in XXXX in the amount of {$2400.00} and XXXX in the amount of {$2900.00} also i have alter statement for the month of XXXX I'm requesting the letterhead from XXXX to debt my account I'm requesting the tracking number or reference number to where they sent the money to Will as an explanation for altered statements also, the correct, closing balance of the account in it in XXXX, because the amount they have is nothing but the end of the account number {$11.00} USAA has done nothing but discriminated and racial profile against me I feel the OCC did not do a thorough investigation of this Banks rules and regulations and protocols that has le '' me in a bad havoc condition
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94605
Submitted Via: Web
Date Sent: 2023-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I reported fraud on my checking account card ending in XXXX. I was issued a temporary credit, then the next day both checking accounts and pending replace card were restricted for 90 days leaving me without access to my primary checking account to pay bills. I contacted the bank, and they told me that they were reviewing and would conduct an investigating and they will remain restricted for 90 days. I can not XXXX, transfer money, pay bills, wire transfer or anything from my account leaving me totally without access to my money and I have pending deposits as well. This is not the first time this has happened with the bank. In XXXX, I was reported deceased, and they froze my accounts, and I had o prove for 3 weeks that I was not deceased. I am being double charged for my auto loan when every month it is paid on the 1st of the month. I feel this is discrimination towards a XXXX XXXX XXXX veteran. I have been with this bank since XXXX. I would like someone to look into this matter for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Somehow my bank lost my direct deposit from work. As a result I was charged for something I should have had the money to pay for and they overdrafted me. When I explained the issue, sent them the information from my employer confirming the transaction on their end, they said they could not fix overdraft fees. On top of that, I deposited a check, because otherwise I'd have negative money in my bank account. And due to my account having been overdrawn recently, which half of the check paid for, they are holding the other half of the check until XX/XX/XXXX and insisted they could not send it sooner. They also say they have no idea what happened to my paycheck and it could take a few weeks to resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75074
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Closing an account
Subissue: Fees charged for closing account
Consumer Complaint: XXXX XXXX I began the process of trying to remove myself from a joint savings and checking account with my XXXX whom I have a XXXX XXXX against I was removed from the savings account, but the checking account took 3 months for them to finally close the account after the account kept dipping into the negative balance due various circumstances. ect. I brought the account to a positive standing out of my own pocket and was promised by one of the representatives that this would remove me from the account in 7-10 business days. I asked are you certain that this will remove me? What if the account holder makes a payment before the 10 day mark and puts the account into a negative balance again he reassured me that it would remove me after I had completed the voluntarily removal form online. Which I did. The following day the account dropped into the negatives which was my exact concern. I called back and asked if I was still being removed from the account and they said I was. After 10 days I was still not removed so I called back and was told that the request to be removed could not be processed due to the account going into the negatives. Even though I had been told that this would not be an issue. I explained the information I had been provided previously, and then was told well you were given misinformation More Misinformation was given to me through the course of 3 months of phone calls. I spent several hours on each phone call and was given a very obnoxious run around by very Ill-trained employees and even by supervisors who seemed to all say different things and act completely confused by their own policies. I also asked that I be provided with all of the recorded phone calls and notes that were taken throughout the time I spent speaking with people and no records were provided to me. I filed a complaint with CFPB and shortly afterwards, the joint account with the account holder was magically closed. I was confused by this because I was told that I would need to be the one to call back to finally close the account once the account had been in a positive standing for 24hours. The account finally had been in a pod Ive standing for 24 hours, so I planned to call USAA to initiate the process to close the account, however the account was somehow already closed without my authorization. Although this was something I wanted done, This was still extremely confusing to me. Someone from usaa tried to call me after I filed my last complaint, however I was wondering at that point. I tried to call back at the number and extension that was provided, but no one responded. I requested to be compensated for the full amount of funds that I paid out of my own pocket to bring the account to a positive standing. And compensation for the multiple hours that I spent on hold or on the phone with representatives that were oblivious to knowing how to do their jobs. I was told this was not something that could be done.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 985XX
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting Act, this creditor has violated my rights. Under 15USC1681 section 602 states, I have the right to privacy. 15USC1681 section 604A, section 2 also states that a consumer reporting agency can not furnish an account without my written instructions. Under 15 USC1666B, a creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76108
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-27
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: The following accounts I did not authorize them to be opened, and would like them removed from my XXXX XXXX consumer report. I have disputed them previously, and would like validation of the ownership if they can not be removed. Also, USAA will need to provide its verification process, in detail, as well ; rather than just responding with unsupported statements. USAA Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX Acct No. : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30106
Submitted Via: Web
Date Sent: 2023-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-26
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023, I thought I purchased a maltipoo from a company/ family called The XXXX XXXX XXXX XXXX On XX/XX/XXXX I filed dispute charges because when I tried to gather flight information it was not provided so to protect myself I did filed dispute charges. USAA gathered more information and reversed the {$900.00} that I paid using through link sent called XXXX. I was asked to sent more information over such and a contract and anything related, I did that. Upon receiving another email requesting the same information, I uploaded the information again. On XX/XX/XXXX I seen an email about the {$900.00} being reversed due to me not sending in the requested documents. I told the agent I did and she advised that I upload them on the USAA Send Documents tab, I did that. Today on XX/XX/XXXX I seen my account was now - {$900.00}. I chatted in about it and was told the Dispute Team said the requested documents werent sent in. I requested to speak with a manager and was told a Resolution Team would reach out to me. Someone from the team called me today and did look over the documents and seen everything was sent that they requested. She also informed me that the team said the merchant did not match the payment method. I am not sure what that means but she said the team note that nothing in what I sent said anything about XXXX. I have nothing stating that name but I do have documentation about the agreed amount and the link that was sent to me, which is now showing expired. This was my first time hearing about the merchant and the XXXX not matching. They can see based on the information that I sent, which the Dispute Team deemed mostly irrelevant, that fraud was at play. As of now a request was put in for a member of the Dispute Team to contact me in 3-4 business days but as now theres nothing they can do I am told since the merchant and the XXXX arent matching.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23608
Submitted Via: Web
Date Sent: 2023-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A