Date Received: 2023-10-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am a XXXX XXXX XXXX American woman retired and living in XXXX, XXXX. On XX/XX/2023 I attempted a withdrawal from a local ( XXXX ) XXXX XXXX ATM. I received a withdrawal receipt showing XXXX pesos ( {$600.00} USD ), but no cash. I informed my bank, USAA Federal Savings. A USAA Resolution Team initiated a refute with XXXX XXXX, case XXXX. Within a few weeks, the Resolution Team informed me that it had decided in favor of XXXX XXXX based on a document of proof which revealed that the ATM had gathered XXXX XXXX peso notes. I objected to the USAA team that proof that the ATM gathered XXXX pesos was not proof that the ATM issued the cash. I stood by my word that no cash was issued to me. However the Resolution Team stood by its decision that cash had been issued and that I got it. I asked for help from XXXX, XXXX XXXX ( XXXX XXXX, ext XXXX ) as well as XXXX XXXXXXXX XXXX But the resolution team said its decision was final in favor of XXXX XXXX. On XX/XX/XXXX, my checking account was debited {$600.00}. I assume XXXX XXXX got it. I am XXXX XXXX XXXX. My income is a monthly Social Security check and some financial help from family members in the USA, from which I pay rent and living expenses as well as ever-increasing medical bills for serious health issues. I am very upset by the callous and illogical decision of the USAA resolution team. I never learned any names of the team members. They signed any emails with USAA Federal Saving. But they obviously are determined not to be crossed. Can CFPB help me resolve this matter in my favor? XXXX XXXX USAA member XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I noticed my account had a huge withdrawal taken from it. A XXXX transaction on XXXX XXXX to XXXX for {$3400.00} in total. I did not authorize this transaction. Legally, XXXX transactions are not allowed to go above {$1000.00} from my account with USAA. I immediately called to report the fraud. A 3rd party withdrew money from my account illegally. This is against XXXX policy as well. They do not call back, they forward you to your bank if you do not use their app. I did not authorize this transaction. There was no asking me if it was allowed, no investigation done asking me about withdrawing the money. They allowed XXXX to withdraw money illegally. Against both partys policies. I did not advise, nor approve these 2 transactions equaling up to {$3400.00}. They withdrew them, leaving me almost with an empty account. I spent an hour on the phone filing my complaint XX/XX/XXXX. Then having to call back again, the next day, XX/XX/XXXX, assuming someone had hacked my account because the transactions had changed from XXXX : XXXX to debit withdrawal of fast food. I reported this as well. I was afraid someone had hacked my account. Not only did they change the title of the transaction to cover their mistake and fraud, within 24 hours, they failed to inform me of any information in regards to what happened. This is theft. I did not spend {$3400.00} in fast food on XX/XX/XXXX. I was not contacted again by USAA in regards to investigation or outcome. I called back multiple times, and spent over 9 hours on the phone with them in total, the last month continuing to be avoided, and not informed, or have my questions answered. They refused to allow me to speak to a manager within the amount of legal time to get back to me by federal law. None of my money was put back in my account. Over 10 business days would pass and I would have to call them again and again. Finally my husband called, we were informed by one of the representatives he was speaking to, that the decision had been immediately made according to their records that my stolen money would not be refunded. He also agreed it was odd there was no record of the decision or anything. It just said it was done. My husband spoke to this representative on the phone and discussed how this was not making sense and he agreed. This gentleman was the only USAA employee to call us back within the month. In that call the next day, He just said he had nothing else to report that the investigation had been reopened and a manager would be looking into it and calling me back within 7-10 business days. Again, I had to keep calling and demanding after these days went by, for a manager, to return my call and handle this. I was stolen from. The banks job is to protect my money inside of my bank account. I should not have to argue or defend myself against a transaction I did not authorize or make. I let them know it was a fraud. I finally sent a copy of documents pertaining to the illegal pulling of the funds from XXXX, even though it was not listed as such a transaction anymore. XXXX had returned a payment someone had given me for living in my house. They had no right to that. It is my bank account they withdrew money from. It is against their policy to refund money. Weeks having gone by I read anything I could about what possibly could have happened. USAA informed me I had complaints against me on XXXX. There have not been complaints against me, until these thieves made them, to steal my money from my account. I have not used XXXX more than a small handful of times and never received complaints. I never received information of the complaints against me. There were never documents supporting the legality of this, anything. It was me pressing and demanding on the phone for over 9 hours in total. This is not a small amount of money I had stolen and removed from my account illegally. I have never reported a dishonest claim. I have banked with them for 19 years. They know my record is clean. I sent a copy of an email from my attorney to these thieves allowing them to know they stole illegally to USAA, as well as proof their was no legal right for them to approve a reverse transaction to XXXX, if that is what took place. I called the constable after I saw the fraudulent transaction, and reported it immediately. It took them over a month and 9 hours of phone conversation, having to explain the same thing over and over again, on the phone with extreme stress and frustration. The financial strain this entire situation has placed on my family is not measurable. I have literally lost weight, been stressed to the point of not sleeping, and unable to control my emotions. I am a rule follower to the extreme. I have had fraud committed against me and the bank did not do their job to protect my money. I dont feel safe. XXXX had no right to access my account and withdraw funds. USAA had no right to illegally rename the transaction to hide their mistake. I have screenshots of both days and proof of how they changed its title. I have call logs on my phone and USAA records their conversations. I spoke to a manager on XX/XX/XXXX, FINALLY. After a month of no call backs, avoiding me, and saying they would get back to me. No attempts were made to reach me and inform me of anything until I demanded over and over again and called and called. Also having been hung up on! I allowed this manager to know I would be filing a complaint with the CFPB and the FBI. She tried to give me all kinds of excuses and gaslight me. She said it was a business transaction, XXXX doesnt allow those, also NOT TRUE. Its not a business, its my personal home they were living in. I am not a realtor, nor did I use one, or a broker for it. Then when I let her know that, she tried to tell me it is domestic. This is neither. I have read XXXX policy, this is not allowed. XXXX cant refund money, someone has paid another person through them. Whats done is done. Who they stole for, lived in my house. They signed a lease, moved in, and then left like thieves, with no written notice. They lived in my house for 2 weeks before they snuck out without informing me, leaving me with an abandoned lease. There was no fraud or anything to complain against me! They committed fraud. They have lied on countless occasions that dont even pertain to this transaction so I havent bothered to include them. They are dishonest people who took complete advantage of me and the bank has allowed them to steal from me. My bank did not protect me when I provided proof to them this was the case. I am attaching the policy and definition of the fraud I read on XXXX website. My husband took a pay cut, to work for the federal government and serve his country. We have XXXX children to provide for. We have moved to a new state that is more expensive, our lives have been turned upside down. Now, I am sick knowing that a bank is allowed to just give anyone access to my, little amount of money that has to spread so far, and not keep it safe. USAA tried to cover it up as fast food! I am sick and tired of dishonest people getting away with everything. These people were grifters and thieves. I have not been protected and my rights and money have not been safe. There are a handful of red flags and dishonesty with this entire fraudulent transaction, and I am not responsible for any of them. XXXX, XXXX, and USAA are all being dishonest and stealing from my account as a team, is how I now see it. I reported a fraudulent charge and nothing was done about it. They relabeled it, avoided me, and did not follow through on their end to protect my money. I am not ok because they did not do their job. They need to be held accountable and I need my money back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77379
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Starting on XX/XX/XXXX of this year I began communicating with someone that I thought I knew and trust. He told me about an investment, that was only going to require {$800.00}. so I went along with it. Then " fees '' started to add up to close to {$1400.00}, which totals about {$2200.00} to start. Then I realized he was fishing for information, and he was successful. He got into my bank account and starting depositing checks and instructing where to move it to. Then my bank flagged the account and froze it because they tried to deposit a {$16000.00} check. Then he disappeared and the checks ended up being bad and were sent back, leaving a XXXX in my account. So now we come to a total close to {$5000.00}, and I tried to see if my bank could help me. I've been banking with the same bank ( USAA ) for the last 14 years, with no type of situation like this before, but they are refusing to help me. They said they cover fraud but because I moved around the money, under false pretenses, so they don't consider it fraud. I know it's not fraud technically, but I was scammed! I am the victim!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 018XX
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: Hello I have a credit card with USAA fsb and it was discharged and closed back in XXXX. I could no longer use the account as it had been charged off. I have been charged interest fees for advances and fees related to purchases since XXXX and have not been able to use the account since XXXX. I called and argued that since the account had been closed and charged off that I should not be charged these additional fees because Im no longer using the account. I dont believe this is the accurate practice for charged off credit cards.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78253
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX : lost/reported stolen debit card and transactions occurring while I was working. I informed to USAA AND did an online police report. XXXX : Debit card was supposedly delivered and I didnt receive but it was being used and not by myself. Filed a claim XXXX : received deposits including from employment only to be told XX/XX/23 that my account is being closed and theyre terminating our almost 18 year relationship. Froze my money and left my children and I stranded in another state with no money or means of paying for ANYTHING. I was told by two different representatives my only options is to ask family/friends to western union funds for me to use. Also it will take up to 60 days before I MIGHT receive a paper check with my funds that were in there as of XX/XX/23. My bills didnt get paid and Im in another state with no gas food or money with one child that is handicapped. Cant believe after being a client for so long they can just treat me like Im nobody and terminate and take my money without any reason and leave me in this situation and not care. I informed id show proof I was working during the time of use ( s ) and I even had MORE money in my account than what was taken and still they took every XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85023
Submitted Via: Web
Date Sent: 2023-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Deposit total of {$3700.00} being held for 5 business days. I am traveling internationally with my XXXX XXXX children without access to other means of money for shelter, food and travel home. Deposits made on the XXXX and the XXXX and am told I will not have access to it until the XXXX. Attempted escalation multiple times with no resolve.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 727XX
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Friday, XX/XX/XXXX, I received an email saying my account phone number and email had been changed. I tried to log in and find that my PIN, username, and password were not working. I called customer service and asked for help. My phone password had been changed, as had the password hint, and I was unable to do anything to my account to fix it. They even changed the vehicle associated with my account. I submitted my ID and phone number for their account recovery process, which promised a can back within 1-3 business days. I never received that call. I can't get through to anyone because the info I need to verify myself has been compromised. No one will call me back or take me seriously. Every cent I have in the world is at USAA, and no one seems to care. I need someone with the power to fix this to contact me. I've filed a police report and a report with the FBI, but nothing has come of it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94103
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX - I deposited a {$6000.00} CASHIER 'S check issued by XXXX XXXXXXXX XXXX to my joint account to cover a charge from the IRS. XXXX deposit XX/XX/XXXX - No deposit XX/XX/XXXX - I called USAA to see what was holding up my deposit and was told it was a SYSTEM issue that could not be over-ridden. I escalated the call to their Problem Resolution team and spoke with XXXX. He said he would have this assigned to a person on his team to look into. No name or callback number was provided. I asked that he have the person working this to call me back by end of day today to provide an update. He agreed to that. The problem here is lack of personal engagement on the part of USAA. No person has looked at this check to see that it is a CASHIER 'S CHECK ; IT IS LIKE CASH. {$6000.00} is less than the {$10000.00} TSR requirement. Has AI taken over USAA? If a person there would look at this, they would see that the account has an outstanding charge from the IRS that this deposit would cover. AI is not very intelligent and I am disappointed and enraged by their inaction. It's absurd!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23233
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I my XXXX XXXX account distributed XXXX to go to USAA which I have been doing weekly. Well USAA did not credit my account, when I contacted USAA she said they didn't receive it. I gave them a trace number XXXX USAA said they would put in a dispute on this but never contacted me back. I call usaa XXXX more times during the week with no answer, resolution. Then on XX/XX/XXXX USAA pulled XXXX from my account because XXXX XXXX questioned them about it. I called USAA again and was told because XXXX XXXX questioned them so they pulled XXXX to cover the XXXX of XXXX payment and this was not for the XXXX of XXXX it was for payment XXXX sent USAA on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85122
Submitted Via: Web
Date Sent: 2023-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, an unknown individual was able to log into my mobile bank account and transfer {$5000.00} out of my account into another connected account this is not mines. I was in XXXX, Illinois for business at the time of this event. I went to make purchase, and my debit card was declined. By the time I realized money had been removed out of my account I immediately called USAA. I told them I did not transfer {$5000.00} and tried to reverse the transaction. They stated that once the transfer was created, that you could not reverse it. I only had + {$2500.00} in my account and USAA allowed my account to go into negative. I quickly, without hesitation transferred funds from my savings to zero out my account, change my passwords, etc as recommended. I filed 3 dispute thinking I would be able to get my funds back and USAA stated that there were no signs of fraud. My Friend, XXXX XXXX, whose account was connected where the " transfer '' went to stated that following my dispute his XXXX XXXX Account froze then closed his account. Since XX/XX/XXXX, USAA stated there is nothing they can do to get my {$5000.00} back, stated there were no signs of fraud even though 9 other transactions to my hacked XXXX account they refunded my funds back into my account. I have no clue where my {$5000.00} went and I need help resolving this issue. Someone was able to access my private bank account and move money out and put me through the most stressful financial issue I have ever been in, in my life and I need to exhaust all options so that I can get my money back and move forward.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75071
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A