Date Received: 2019-05-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On XX/XX/2019 I made a transaction of {$1000.00} through USAA using XXXX XXXX to an individual named XXXX XXXX XXXX ( at least that is the name XXXX XXXX gave me. It could be an alias ) whom I thought it was the Co-owner of a Condo I was supposed to " rent '' from and I thought at the time to be a trusted person. The other " owner '' an individual named XXXX XXXX ( again, it could be an alias ) whom I made the supposed " contract '' with and whom I had contact with, I also thought to be a trusted person. On XX/XX/2019 I made another transfer of {$700.00} through my bank using XXXX XXXX again to XXXX XXXX XXXX to complete the supposed deposit and first months rent for a total of {$1700.00}. In the supposed contract, one of the individuals mentioned above named XXXX XXXX and I had made an appointment for XX/XX/2019 for him to hand over the keys to the condo so that I could move in on XX/XX/2019. Time of supposed appointment was for XXXX on that day ( XX/XX/2019 ). When I got to the condo shortly before XXXX on the morning of XX/XX/2019. I waited for at least 40 minutes and XXXX XXXX never showed up. I texted him, called him numerous times between XXXX and the 40 minutes that I waited and never received a response from XXXX XXXX . That's when I realized that I had been scammed. I called USAA shortly after and reported a claim of fraud. On XX/XX/2019, my bank sent me a letter telling me that the claim was being denied because they concluded that there was no fraud made, and that no further action will be taken. I contacted USAA for a second time on XX/XX/2019 to ask how is it that the bank came to the conclusion of no fraud being committed. I was transferred to a representative named XXXX ( do not recall her last name ). She explained that because I made and authorize the transaction, the investigative only looked at whether I had made the transaction or not. After giving her all the background of what has occurred, the other thing that she suggested that she could do was to submit the case as a dispute rather than a fraud. So, she submitted a claim on my behalf on XX/XX/2019. Ten day later, on XX/XX/2019 USAA sent me an email saying the following : We've completed our investigation and determined an error did not occur for the following reason : XXXX is a personal money transfer service and does not provide purchase protection. The transfer was completed as requested and any dispute must be resolved with the user to whom you sent money to. How is it that an institution such as USAA whom I have had many years of trust and confidence, provides a service that does not provide any protection what so ever to its customers? And turns around and wash their hands in the face of criminals using the very service that they provide as a safe option to their customers to transfer money leaving many victims of fraud fend for their selves without any back up from their bank institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2019-05-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2019, I called usaa customer service line at XXXX. I specifically told Them, I want to close my checking account cause XXXX XXXX has compromised the integrity of my accounts at Usaa. I said close my account now. 4 times they transferred the call and hung up. They refused to close it. I wasnt it closed now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Managing the loan or lease
Subissue: Problem with additional products or services purchased with the loan
Consumer Complaint: Well, to preface this im a young, unmarried XXXX so if anything I've written seems incredibly XXXX, chalk it up to that. ( TL/DR at the bottom ) Anyhow, I bought my first real car back in XX/XX/XXXX from a dealer in XXXX NC. I always wanted an XXXX so I went and found a 13 for a good price, drove out there and brought it home. It was in good running condition, no noises or lights of any kind. About a month later I start hearing a creak from the rear right side of the car so I brought it into XXXX XXXX XXXX of XXXX to get it seen. The associate I was speaking with told me about the recall out on the 13 models for the valve springs which I knew was bricking upwards of 30 other people 's cars. I told him about my concerns and he reassured me that dealer had done 15 other recall jobs and none of those customers ran into problems after having the work done, so against my better judgement I gave in and let them do the " free '' recall. I came back the next day to find my car running fine, got the keys and drove home without a problem. About a week and a half later I could tell the vehicle was having trouble starting and made some different noises while running at times. I chalked it up to the noisy fuel pump problem but it only got worse. Eventually it went into and out of limp mode ( read CEL and TCL ) multiple times and I was definitely hearing new noises from the motor, almost like a rod knock. So I parked it, called the dealer and had it towed into the shop for repairs. I called in every few days to get updates on my car and the dealer keeps putting me off with excuses. The first week it was waiting on XXXX reps to look at the motor and see if it was due to the recall ( they said it wasn't, despite me not having any problems previous to the recall ). The week after that it's waiting for adjusters to look at it because it's still under warranty from the day I bought it ( 3 month, 3000 mi powertrain warranty ) and as of today I still haven't gotten an answer from the dealer nor the warranty company even though I make a point to call in every other day or so to make sure they're actually trying to resolve this problem. As of the last time I called in, that being yesterday, the rep from the warranty company said they need to reevaluate the cams because the tech at the dealer didn't break them down far enough to gauge whether or not it was an actual mechanical failure. That means for the time being I'm stuck without a running vehicle and leaning on my fellow XXXX to help me out with getting XXXX done. I don't mind waiting for people to get the job done right, but I can't help but feel like I'm getting XXXX for not only faulty recall work, but a XXXX warranty that they're saying might not cover it, despite being well within the boundaries of it. Is there anyone I could call or talk to who could help speed things along? Anyone who can help protect me from having to pay a 2500+ dollar bill because of shady business practices? The warranty company in question is the XXXX XXXX XXXX
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2019 USAA FEDERAL SAVINGS BANK LET SOMEONE DEPOSIT A FRAUDULENT CHECK FOR XXXX AFTER LETTING THEM CHANGE MY ONLINE INFORMATION WITHOUT MY PERMISSION NOW THEY HAVE TAKEN XXXX OF MY MONEY AND WANTS ME TO PAY ANOTHER XXXX DOLLARS TO COVER THEIR MISTAKE
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 444XX
Submitted Via: Web
Date Sent: 2019-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
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: Two fraudulent balance transfers totalling {$12000.00} were made to my USAA Federal Savings Bank VISA card on XX/XX/XXXX. These were transferred from two different XXXX cards. I do not own a XXXX card. I discovered this fraud on XX/XX/XXXX as I was paying bills. I contacted USAA immediately. The person with whom I spoke was very nice. She took down all the information and assured me it would be taken care of. On XX/XX/XXXX a man who said he was with USAA called my husband on his old cell phone. My husband could not hear very well in part because he was in a noisy waiting room at XXXX XXXX XXXX XXXX. I was in XXXX at the time of the call and could not help him. We really do not know what was said during that call. We do know that USAA cancelled that credit card. They then increased our credit limit to $ XXXX.They also sent us two new credit cards which we have not activated. They also billed us for over {$12000.00}. I paid the legitimate charges. After I returned home from a second emergency hospitalization in XXXX, AL, where I live, I contacted USAA FSB again about removing the {$12000.00} from our account. This time the man with whom I spoke was extremely rude and hateful and claimed that he had proof that I had called USAA and requested this. I had not called USAA for this purpose. After a couple of days we called again. This time I spoke with a female supervisor who was very polite. I thought she said she would handle this. I told her I would wait until the following Friday for her to fix this. She has not done so but I have been billed again for the {$12000.00}. I have since filed a police report here in XXXX AL. They told me to contact the FTC about identity theft. We did that and the sent us to CFPB.
Company Response: Company believes complaint is the result of an isolated error
State: AL
Zip: 35758
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: OnXX/XX/2019,IcheckedmyUSAAcheckingaccountandnoticedtherewasaODAdvanceTransferOUTfor{$210.00}onXX/XX/2019.IcalledandspokewitharepresentativenameXXXXandsheputmeonholdforabout5minutestoinvestigate.Shecamebackonlineandsaidtherewasacomputerglitch/batchingerrorinthebeginningofXXXX.Shestated,USAAITdepartmentnoticedaccountshadtransferredmoneyfromoneaccounttoanotheraccount.Inmycase,moneywastransferredfrommyaccounttomysonsaccount.Mysonsaccountwasnotoverdraftandtherewasnoreasontotransfermoneyfrommyaccount.XXXXstatedtherewasnothingtheycoulddoaboutit. Iaskedtospeaktoamanager.XXXX,XXXXRepresentativefromtheResolutionTeam,cameontheline.IaskedXXXXhowtheyweregoingtofixthiserror.Ialsoaskedwhydidn'tUSAAsendoutanemail,inboxnotificationorlettertoexplaintheirerror.Theyshouldhavereversethetransferimmediately.
Company Response: Company believes complaint is the result of an isolated error
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX a check was deposited into my account for the amount of XXXX dollars. I called the bank to inform them of the fraudulent activity. I also informed them that my debit card was recently stolen. The bank explained that the check was deposited in another state via atm. They also stated they have surveillance with the image of the individual who committed the crime. I informed the bank that in 8 years Ive never deposited a check via atm not do I have any ties to anyone in Texas which is the state the crime was committed. Despite frequent calls and clear evidence that the check is fraudulent the bank has decided to hold me accountable for the fraudulent check. That is extremely alarming considering the evidence they have in direct opposition of their decision. Please beware of USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02127
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX my account fraudulently debuted for XXXX . I called my bank usaa and they were confused as well the title was atm adjustment fee after 1 week of going back and forth a representative called and said she will oersonnly call me on Monday XX/XX/XXXX and it never happen. It will eventually come on my credit and I am not trying to go through that especially when it not my fault. After calling them almost every day and spending more then 50 minutes on the phone getting transferred around. I am starting to lose hope.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 23503
Submitted Via: Web
Date Sent: 2019-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA Banking failed to keep my account secure and now they are charging me for fraudulent activity. Here are the details of what has transpired in the last few days. Thursday XX/XX/2019 : I left for XXXX, FL and when I arrived I opened my USAA app and received a travel advisory alert. I responded to the alert by putting in information that I was currently traveling in Florida and would be back at my home of record ( XXXX, GA ) on XXXX XXXX, 2019. Attached Documents : Boarding Pass Friday XX/XX/2019: I used my USAA debit card ending in XXXX at XXXX in XXXX, FL Attached Document : Account Transaction for Checking Account showing my expense in XXXX Saturday XX/XX/2019 : I logged into USAA mobile app to transfer {$400.00} from my savings to my checking account. Then I sent the {$400.00} from my checking to my business landlord via XXXX for my suite rent. Which I do at the beginning of every month since XX/XX/XXXX. Sunday XX/XX/2019 : I tried using my USAA debit card ending in XXXX at a convenience store. It was declined. I logged into the app and was not granted access. The App stated due to security, access denied I called USAA Banking Number at XXXX and spoke to a representative about why I couldnt access the app. The USAA representative told me there was some suspicious activity that would require the fraud team to investigate. I told the representative that I was in XXXX and that I put a travel advisory on my account. The USAA representative said ok and that I would have to speak to a fraud agent because he couldnt see what the issue was. He said that because its the weekend the Fraud Agent would call me on Monday XX/XX/XXXX. I said ok and we hung up. Tuesday XX/XX/2019 : I receive a call from USAA, they representative on the other end said her name very quickly and then proceeded to ask a bunch of questions. Agent : Tell me about these transactions? Me : What transactions, I cant get into my mobile app to see? Agent : What was the last transaction you remember? Me : I transferred {$400.00} from my savings to my checking to pay by business suite rent via XXXX. I tried to use my card on Sunday ( XX/XX/XXXX ) at the local corner store but it was declined and I couldnt get in the mobile app which prompted me to call you all. Agent : Where did the money come from? Me : What money? The {$400.00}? Agent : Where did the {$5000.00} come from? Me : Im sorry, what are we talking about? What {$5000.00}? Agent : You put {$5000.00} in your account Me : I didnt do anything. I definitely didnt put {$5000.00} in my account. Agent : Did you share your account information with a third party? Me : No, I have never shared my information. Agent : It looks like you shared your information with someone. Me : How is that? Agent : What about the other debit card? Me : What other debit card? I have one card that was decline. Can you tell me whats going on? Agent : We sent you another debit card on XX/XX/XXXX. Me : How? Ive been in XXXX since the XXXX? I put that in the mobile app as a travel advisory. How would somebody go through my mail and get a card? Agent : We sent it XXXX. Me : What!! Im not home, Im in XXXX headed back to Georgia today. You should see that from the apps trip advisory. Agent : Well maam this was just a curtesy call to inform you of the next steps, right now it looks like you gave your credentials to a third party and took money out of your account putting your account in the negative. Me : What! Why would I inconvenience myself with taking out money I dont have. I been with USAA since XX/XX/XXXXand why would you all send a new card without informing me? Im not even in town! Agent : We are going to investigate but its looks like you will be held accountable. Please call USAA Bank back in two business day with our decision. Tuesday XX/XX/2019 : around XXXX when I made it home, I logged into the USAA Banking website and found message ( attached documents ) : Authorization of Changing of Pin Authorization of increased daily limit There was no indication or message about a new card being sent to me. Thursday XX/XX/2019 : I called USAA at XXXX and spoke to a representative. I asked her to transfer me to fraud because I need my account cleared as I have bill. Transferred : The agent asked me about the fraud again. She then stated that my account does look funny and she couldnt figure out why USAA sent out a Mastercard. I asked why I wasnt notified of the new card? She said she doesnt know and would work to get my account cleared. She also asked what card I had on me. I told her the debit card ending in XXXX she then proceed to say that she doesnt know why that card wasnt turned off just suspended. She then asked if I would like a new card and I told her yes and please send it to my Job not my house as somebody was about to steal the other card and activate it without my knowledge or permission. She told me that she sent me new cards and to call back on Monday as this claim will take a few days to clear. Monday XX/XX/2019 : Called USAA Fraud Team at XXXX, asked the representative about my accounts because I really needed to pay bills and I didnt have access to my account. The rep proceeded to tell me that USAA was holding my liable for {$5000.00}. I asked the representative, how was this possible when the other agent told me the prior week that she was going to assist in clearing this us. I also asked the Rep why he never asked me for my verbal phone passcode, he told me that system randomly requests that action. The rep proceeded to tell me that they couldnt see everything from the case notes. The Rep then proceeded to tell me that they would add their notes and someone from USAA fraud should give me a call back. WednesdayXX/XX/2019 : I called USAA Fraud Team at XXXX, I told the rep my situation and that I was in a dire need for a resolution as I have bills to pay and cant access my account. She then puts me on hold for about 20 min but checks in every 2 min to tell me that she is still talking to different department about my case. After 20 minutes she tells me that USAA is holding my liable for the fraud. I then proceed to request that my case be reopen with a different analysis. She then proceeds to tell me that they told her that my claim is closed and that she could not open a new claim. I asked her to transfer me to someone that could open a new case. She then proceeds to tell me to hold while she looks at one more option. She comes back online to tell me that she put in another ticket and note which is like opening a new ticket and someone from USAA will call me back. I told her that no one from USAA has attempted to call me. I have been calling USAA to clear this up and they did a horrible job protecting my accounts and properly investigation this situation. How USAA breached my Financial Security : 1. They never notified me of an additional card being sent. No Call, No Email, No notice in my USAA profile 2. They randomly decided when to use extra security measure on my account even through that I specifically set that up to not have fraud happen. 3. They didnt not ask for my phone code when the preps called to activate a card or when they called backed to increase the daily limit 4. They never called when they suspected suspicious activity 5. They never verified the callers phone number. 6. They cant explain how the money got into the account.
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30060
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-05-16
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I do not believe I was properly notified by my bank USAA of a data breach to my account. I learned today ( while at a cash register ) that my debit card had been cancelled without my knowledge. USAA chose to email address not associated with our bank account ( belongs to me but used only for spam emails ). One that USAA doesn't use for anything other than spam ( bundle your insurance type emails ). I received no letter, I received no text message ( usually USAA will text me if there is a problem with my account, they have text me as recently as XX/XX/2019 about unrelated unusual account activity ). It is my understanding there was a mass data breach that occurred at one of USAA 's vendors ( data storage vendor ) and instead of notify me appropriately they swept it under the rug and provided even less than minimum required notification. We have had the same bank account with USAA for over 10 years and we have all of our associated information related to that account very easily accessible to USAA. USAA failed to use any of their standard communication methods to inform us of the breach. We had no idea hat USAA had canceled my debit card. USAA knew about this for well over a month and made no effort to connect with me to resolve it. Despite receiving many other notifications from USAA on various topics in the last 30 days including multiple phone calls to USAA related to other purchases ( dates include XX/XX/XXXX, XX/XX/XXXX and XX/XX/2019 ). We didn't know to monitor our accounts for any unusual activity. My husband was not notified despite the fact the he is the primary account holder and all other notifications are sent to him. USAA communicated with only one of the account holders and outside of all of the normal ways they communicate everything else with us related to USAA banking. When I first learned of the breach and canceled debit card ( in line at a store on XX/XX/2019 ) I called USAA right away to see what was wrong with my debit card. The recording on USAA sounded like the standard prompts, after receiving the bad news of the breach and canceled card ( in line at a retailer ) I called USAA back when I left the retail to express my dissatisfaction, upon calling the second time I immediately heard a NEW PROMPT that wasn't there 20 minutes earlier " we have recently sent you a new debit card if you'd like to activate it press .... ''. When I arrived at home I did find an unopened recently received letter from USAA that had my new debit card in it, it had probably been received in the last few days, the letter was not dated and the envelope was not dated or post marked, also the envelope didn't have the standard USAA notice for important bank information that says " important information from USAA enclosed '' this statement is always how we prioritize what mail we open from them first, that is the notice they put on all bank mail, they do not put it on spam/ junk mail or other generic mail. The only notification before the debit card arrived was an email they sent went to an email not related to our bank account and it was simply entitled " Notification of New USAA Debit Card ''. not " Your information may have been compromised '' and not to through any normal communication channel the bank and our family use regulalry. The email was vague and blamed me for shopping or dining somewhere where my card was compromised instead of acknowledging their vendor was impacted. I do not believe that this seemingly intentionally misrouted notification meets my state of residence, USAA 's state of doing business, or federal breach notification laws. I have lost confidence today in my bank who I have trusted implicitly for more than a decade and I would like their processes looked at to identify if indeed my families bank account breach notification was mishandled. During my callto customer service USAA attempted to blame me for having certain account profile prferences, that I was not aware of and that are not in line with a stcak of other communications received without hiccup in the last 30 days. I believe they have added and made changes to the contacts preferences on my account. They have added online account functionality on notifications preferences, default responses may be selected. whatever it seems to show today is not in line with how USAA normally communicates with me including in the last 30 days ; for example it shows that I havent registered my cell number for text alerts however, I have had text message alerts on banking activity from them as recently as XX/XX/2019 asking me to verifying account activity. As soon as I logged in on XX/XX/XXXX I was prompted to update my profile contact preferences. Its clear USAA was aware any information in my profile may not be up to date and also didn't use any standard communication method to notify my or my family of a breach to our shared account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 290XX
Submitted Via: Web
Date Sent: 2019-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A