Date Received: 2019-01-16
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/2018, a scammer remotely deposited a check in the amount of {$4900.00} into my checking account. The scammer then called USAA by spoofing, or making it appear as though the call originated from my cellphone by using my number. The USAA customer service agent authorized an increase of the withdrawal amount, allowing the individual to take out {$4900.00} from an ATM in Connecticut. Not surprisingly, the check then bounced, leaving me with a negative balance in my account. I did not know any changes had been made to my account, or that anyone was accessing my account, depositing the fraudulent check, or taking money out of my account until I received a phone call from USAA, asking me if I had increased my ATM withdrawal amount. I told the agent I had not, and the agent put me on hold until the line dropped. I immediately called USAA back, and was informed of the transactions. My account was then frozen. I never provided my debit card, card information, or pin number to anyone. Since then, I have tried to resolve this issue with USAA, however they initially stated that I would be liable because this was first person fraud and that I must have been working with the scammer because they knew enough information to access my account. This is ridiculous, especially since this situation left me and my family without a paycheck during the holidays. They then stated that the charges were authorized, as verified by XXXX XXXX. On XX/XX/2018, XXXX XXXX, a XXXX XXXX XXXX XXXX, and I called XXXX to see what information they had provided. We spoke with one of their agents in the fraud department named XXXX. She stated that the way they confirm authorization is to show that a debit card was used and a pin number was entered. This is not sufficient to conclude that these charges were authorized. I do not believe in good faith USAA can deny its awareness of a scammers ability to upload banking information onto fake debit cards and use them to access ATM machines. If USAAs conclusion that the charge was authorized was drawn from XXXX confirmation, it has not met its statutory burden. After getting the runaround by a number of USAA customer service agents, on XX/XX/2018, XXXX XXXX and I were able to speak with an USAA fraud agent named XXXX. XXXX explained that the determination to hold me liable was based on a cursory review of the logs that track access to my online bank account. She explained that the access had been going on from an XXXX as far back as XX/XX/2018. Nobody in my family owns an XXXX. From XX/XX/XXXX to XX/XX/XXXX the scammers were accessing the bank account at the same time period that I was accessing the online account. XXXX explained that there was no way that I could have known they were accessing my account as they made no changes to the account. She also confirmed that the IP addresses the scammers used to access my account were different from where I was accessing the online bank account. She stated that in her opinion the determination made by USAAs debit card fraud department was not logical. In addition, she noted that another customer service agent working in USAAs fraud department named XXXX had concluded the same thing as XXXX and had told USAAs debit card fraud department that their determination that the charge was authorized was incorrect. XXXX felt so strongly about this he even called me personally and told me that I should not be held liable for these charges. USAAs fraud department has told me repeatedly that the charges were unauthorized, but for some reason its debit card department continues to deny this and has labeled the transaction as authorized. XXXX was kind enough to transfer my claim to USAAs financial crimes department for further investigation on XX/XX/2018. I have received no correspondence from USAA in regards to the devolution of my money or to the conclusion of the fraud claim departments determination. USAAs action has caused a lot of pain and suffering for my family. USAAs not only refused to return the money, but also took the money deposited into my USAA account from my next paycheck, and charged me fees due to the negative balance, leaving my wife, toddler children, and myself without a paycheck for nearly a month.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 78414
Submitted Via: Web
Date Sent: 2019-01-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I started the process of buying a house by making an offer on XX/XX/2018. I told USAA over the phone my work history on the XX/XX/XXXX. I was told on the XX/XX/XXXX that I had to meet a deadline of the XX/XX/XXXX, which was to give them all the information that they needed. The date was bolded and highlighted. I emailed them my employment history again ( I had already given USAA this information twice before, once over the phone and once over email. I had asked to e-sign the initial disclosure on the XX/XX/XXXX to which I had never gotten an email reply. I had called multiple times on the XX/XX/XXXX and XX/XX/XXXX to ask if they had received everything. I left voice mails and never got a phone call back. I then learned that on the XX/XX/XXXX USAA sent an email ro my real estate agent, saying that I had started the loan process on the XX/XX/XXXX. I was furious at the effort of USAA. I am most upset that they would lie to my real estate agent about dates on which I started this process. I decided that USAA was not putting for their fair share of the agreement and decided to switch lenders. I then called USAA to ask for a refund on my appraisal fee, since the appraisal was non transferable. On XX/XX/XXXX I was told that is was USAA policy that it is non refundable. The next day I called to ask for clarification and was yelled at, they refused to answer any of my questions and ultimately was hung up on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80601
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I mailed a certified letter dated XX/XX/2018, which was received and signed for by USAA on XX/XX/2018 requesting validation to an account showing on my Credit Reports as Charged off. This letter included the account number as shown on my credit reports, and all of my personal information. USAA did not reply. I sent another certified letter dated XX/XX/2018, which was received and signed for by USAA on XX/XX/2018, again requesting validation to their reporting on my credit report. On XX/XX/XXXX, USAA replied with a letter stating that they received my request disputing information on my credit report, and they will not investigate this dispute. On XX/XX/2018, I sent a third certified letter, which was signed for on XX/XX/XXXX, by USAA. This third letter stated, USAA has still not validated this account, nor have they marked it disputed, which violates Fair Credit Reporting Act, Section 623 ( a ) ( 3 ) and/or Fair Debt Collection Practices Act, Section 807 ( 8 ) by not placing the disclosure within the required 30 day period. USAA replied back with another letter dated XX/XX/XXXX, stating they received my request disputing information on my consumer report, and they will not investigate the dispute further, etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34109
Submitted Via: Web
Date Sent: 2019-01-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-14
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: This is an update to XXXX-XXXX about USAA and XXXX-XXXX about USAA. The company ( usaa ) never gave it back as ordered by the president and ceo ( XXXX ) XXXX XXXX, or the XXXX ( XXXX ) that never belonged to them. Attached is a current update if the account ledger. They shuffled numbers around and erased and added some new stuff either way it is fraudulent and they still owe me the funds as reported to you. This is an update of the reports on USAA the two instances where they owe me XXXX. And later XXXX. It was never given back to me even after I was emailed and called and told that it would be given back.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-13
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Two years ago, USAA paid property tax from my escrow account for the incorrect property. This year, they were contacted in XXXX that I would be cancelling the homeowners insurance they had for me ( coincidentally they were who we used ) and they said no problem. I established new homeowners insurance in early XXXX and the declaration page and all was sent and communicated to USAA. I cancelled with USAA as I had already started my new homeowners insurance. USAA still renewed the insurance policy despite it being cancelled and alerted know XXXX. Their negligence and mismanagement of my money is unacceptable. I feel they need to compensate me for this after this has become a pattern. I am exploring refinancing options with another lender as I have no confidence in them as a lender. It is a shame as a member of 14 years. I am cancelling and trying to cut off ties as they are not a dependable company as can be seen in the lawsuits and litigations going against the company in recent months.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 624XX
Submitted Via: Web
Date Sent: 2019-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: soon as possible. Within days they emailed us a copy of the letter they claim they sent. In the letter which basically stated that the fraud division had contact the merchant ( there were two actually ) and that they merchant ( s ) had provided them with information including 'charge summaries and other details '' indicating 'the charge ( again, there were multiple charges ) was authorized ''. As per Federal Statute, the letter continued stating that " if you'd like copies of the documents we relied on to make our decision, please send your request in an email letter with your USAA number and fraud claim number noted to the following address ''. We immediatedly demanded the documents via email. We NEVER received any documents related to their 'investigation '. After repeated attempts to acquire documents from USAA related to your investagation, none of which were responded to, and are required to be furnished per federal statute, we realized we would have to involve law enforcement the USPS Postal Inspector 's office. Both agencies concluded, contrary to USAA 'S so-called 'investigation '', that we were indeed THE VICTIMS of fraud, and NOT the perpetrators, something we realized the bank was inferring. The USPS Inspector 's office actually provided us with copies of the money orders, all ( 4 ) of which had the names of those who cashed them along with a receipt from the grocery store aforementioned. When the police offered to contact USAA on our behalf, to discuss their results, USAA never returned their call. A LAW ENFORCEMENT AGENCY IS IGNORED. At this point we realized we needed to hire legal representation. Fortunately, our attorney had a contact within USAA, a person at an Executive level, who once told our saga agreed that your conclusion was incorrect. So after 10 mos. of repeated cavalier treatment by USAA, on XX/XX/18 the funds you had taken were restored back into our accounts. Obviously the work of Executive innerdiction. We even received an email from the bank stating that the fraud investigation had been " concluded in our favor and the restoration of our funds was permanent. '' " No further action on your part is required '' Happy Ending? NO. SIX DAYS LATER, on XX/XX/XXXX we were declined a purchase of gas at a local station and we immediately checked our accounts only to find they were ENTIRELY FROZEN! Not just our checking, but our savings account, and not for the original debated amount of {$14000.00} but our ENTIRE FUNDS IN BOTH CHECKING AND SAVINGS. We called USAA again, and was told that it was an error. I kid you not. The funds were restored within minutes. Happy Ending? NO. On XX/XX/18, confident that our funds were restored " permanently '', as we were told, our USAA Debit card was again declined at a local grocery store. As I write this on XX/XX/XXXX, after being told on Thursday XX/XX/XXXX, that our funds would be restored again, which did happen, our funds were again FROZEN on XX/XX/XXXX. TWO HOURS of conversing with FIVE reps with USAA today resulted in 'you need to call back after the holidays ''. Again. I kid you not. I'm only going into this detail not only so I have a succinct and concise record of our experience with USAA for myself, but to warn others who may think that your claim that customers recieve 100 % liability protection from fraud is actually fraudulent. A lie. I don't know what USAA 's specific problems are, but they are vast, from terrible communication within your own divisions, to bogus 'investigations ' and conclusions by your fraud 'team ', and I am not going to stop letting others know.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: Hello, I called awhile back and someone put in a case number for me. Case number # XXXX. On XX/XX/2019 I mailed you all the communication documents that I have sent to USAA FEDERAL SAVINGS BANK and XXXX XXXX. I listed the case number on the envelope. Please review my documents and provide me with assistance in this matter. I sent them a proof of claim contract which both USAA and XXXX did not respond that has a Arbitration clause. Do you provide Arbitration?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43725
Submitted Via: Web
Date Sent: 2019-01-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My wife and I purchased a home in XX/XX/2017 using a VA loan ( we are both former XXXX XXXX XXXX ) through XXXX XXXX XXXX. At some point, the mortgage was sold by XXXX to XXXX XXXX XXXX. As per our agreement with XXXX, we payed into an escrow account every month, and from that, the mortgage company payed down our primary on the loan, the taxes on the property, and the Homeowner 's Insurance with our chosen insurance provider, USAA. In XXXX, we were contacted by USAA, who informed us that we were behind on our insurance payments. We were confused, seeing as how it all comes out of the escrow account. My wife contacted XXXX several times to resolve the issue. In order to ensure coverage with USAA, my wife made a direct payment to USAA of {$340.00} on XX/XX/XXXX. She was contacted again in XXXX by USAA, who said that we were again behind. She tried to resolve the situation with XXXX for months, and in XXXX she finally got everything squared away, and XXXX told her that they would send a check to USAA. On XX/XX/XXXX we got a letter from USAA in regard to a refund check that they had sent to XXXX. Apparently, XXXX sent the payment late, as USAA said that they did not receive a payment from them until XX/XX/XXXX. By the time it got to USAA, the account was closed. Since the account was closed, they sent the check to XXXX, since they thought that XXXX was still the Mortgage holder. XXXX then sent the check back to USAA, since they no longer had the account. When USAA got the check back, they forwarded us the message from XXXX, which prompted my wife to call USAA for clarification. USAA then informed her that our policy was canceled due to nonpayment. Unbeknownst to us, we hadn't had homeowner 's insurance for almost a month! To remedy this, we payed the balance of {$640.00} to USAA, and requested to renew the policy. We were informed that since the policy was canceled, our monthly rate would now be {$270.00} per month, when it was {$180.00} per month before.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06066
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My issues with USAA started on XX/XX/18 when I initiated a fraud claim. After supplying overwhelming documentation, USAA saw fit to deny my claim, putting me out of a significant amount of money. To further compound issues, my XXXX token is being held hostage by USAA. My accounts were placed in a deposit only status that is preventing me from unregistering my phone number so that I can use XXXX with another financial institution. USAAs response was, just use your email address. I dont consider that helping the client, thats just poor customer service at its finest. Moreover, my account was debited the full of amount of the fraudulent actively putting me out a significant sum of money. USAA took ONE business day to conclude their investigation. USAAs sole reason for denying the claim is due to alleged activity on the USAA mobile app while the reported fraud was occurring. They refuse to provide proof of this allegation. I can say, without a doubt, that my USAA app was not used during this time. I would have blocked my card and reported it sooner. I, admittedly, make use of the USAA widget on my XXXX. This widget provides up-to-date balance information at a glance. It doesnt take a computer scientist to know that some BACKGROUND processes are running in order for it to accurately provide this information. USAA was unwilling to tell me if this widget utilizes the quick login function to provide balance information, which again, is why they denied my claim. To add further insult to injury, the analyst assigned to my case was downright awful. I was verbally accosted and interrogated about transactions not germane to the issue at hand. His line of question was not only inappropriate, but phrased in a way that creates confusion. It was then USAA determined I changed my story. I did not. Its not all bad, though. I did have the opportunity to speak with people who genuinely cared. In conclusion, USAA does NOT protect the cooperative and denies claims based on baseless information. I challenge USAA to check my login activity as of todays date ( XX/XX/XXXX ) for the past 7 days. Does it show that I accessed the USAA mobile app? I am attaching my Screen Time activity to show that I have NOT used the USAA mobile app in the past 7 days - since this incident, honestly. Since this seems to be why my claim was denied, youll see how flawed that methodology is in which case I feel I a due a credit and an apology. Once a happy, longtime USAA member, I urge anyone reading to reconsider doing business with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78723
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2019-01-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XXXX XX/XX/XXXX, approximately XXXX, I checked my USAA bank account before paying for a luggage online for going out side the USA leaving around XXXX. I noticed my account showed XXXX balance due to a list of unauthorized purchases done from XX/XX/XXXX thru XX/XX/XXXX. While all of these transactions still showed pending, I called USAA to report the fraud charges on my checking account. I went over the following unauthorized charges, starting with the most recent one : XXXX XXXX {$300.00}, XXXX {$280.00}, XXXX {$250.00}, XXXX {$250.00}, XXXX {$210.00}, XXXX {$200.00}, XXXX XXXX {$200.00}, XXXX {$170.00}, XXXX {$100.00}, XXXX XXXX {$89.00}, XXXX {$15.00}, and XXXX XXXX XXXX {$0.00}. All these transactions happened in XXXX XXXX, NY while I was visiting families during the holidays in the XXXX, NY. The representative stated all the transactions will go thru during the investigation process. I was receptive of their process to the investigation procedures. On XX/XX/XXXX, USAA concluded their investigation and refunded the total of {$700.00} for three of the unauthorized transactions. The rest of the transactions were found authorized charges because the card chip was used in store. On XX/XX/XXXX, after canceling my debit card on my initial report, these two online transactions were processed at XXXX for the amount of {$190.00} and {$16.00}. I called USAA and expressed my concerned about my account activities, their inability to stop transactions after filing a fraud report and the final report investigation results. I reapealed their findings and inquired about the new transactions posted on my account after the fact that I canceled my debit card. The representative was unable to elaborate on it, except that the transactions were done online and paid by the bank already. The bank Representative stated I needed to check my email print, sign and send an affidavit form as soon as possible, in order for USAA to reopen and review the case. Within a day or two, I printed, filled out and scanned the affidavit form back to the fraud department. The affidavit explained where I believed the card was compromised and a statement reiterating that I did not authorized those charges. A few days later, I followed it up and was told that according to the final investigation report, they concluded that all transactions were authorized. I rebottle their findings and expressed my frustration with their investigation. The representative inquired about my debit card and encouraged me to destroy it as I was told during the initial report. I stated I would get rid off after the conversation. On XX/XX/XXXX, USAA debited {$300.00} from my account for card recovery fee. On XX/XX/XXXX, USAA debited {$700.00} for the three transactions they refunded on XX/XX/XXXX. These debit activities left my checking account with a balance of - {$520.00}. On or after XX/XX/XXXX, I spoke with an USAA representative in regards to the aforementioned debited funds and their final findings for the third time. I reiterated, the affidavit explained where my card was probably compromised and they need to do better and thorough investigation. I restated, the card was compromise at a XXXX XXXX store in the XXXX, NY. On XX/XX/XXXX, I used my debit card to send {$760.00} outside the USA thru XXXX XXXX. The transaction was denied due to the bank daily limit. Therefore, I called USAA to increase my card limit to {$2000.00} because I planned to purchase a few XXXX present over the weekend. While waiting, the XXXX XXXX staff photocopied my driver license and overheard the conversation with USAA customer service. During the transaction, I used the pinpad located on top of the counter where the pin can be easily notice thru the store videos camera. On XX/XX/XXXX I returned to USA and tried to file a police report with the XXXX police department. Unfortunately, they would not take my report because I live in a different State. However, they recommended to file it after I arrive home. On or about XX/XX/XXXX, I filed a police report with the XXXX police department in Georgia. On XX/XX/XXXX, investigator Mr. XXXX XXXX called in reference to my debit card fraud report. He inquired about the bank statement and went over each unauthorized transaction and explained the investigation process. On XX/XX/XXXX, I followed it up with Mr. XXXX and forwarded an USAA email stating that the case was completed and closed. They found not unauthorized fraud charges and advised me to reappeal their findings if I was not satisfied. On XX/XX/XXXX, Mr. XXXX acknowledged receiving the email and inquired USAA about their findings. Also, He was waiting on the XXXX XXXX police depart, NY collect and send him the recording videos footage from each store. Mr. XXXX would contact me when he gets new information. Mr. XXXX can be reach at XXXX or via email at XXXX. I believe the USAA investigator are drawing their conclusion based on the fact that I called to increase my daily limit and traveling outside the USA right after all of this happened. This is absurd, unfair and unsatisfactory method of conducting an investigation after reappealing it more than three times. I am a XXXX Veteran with XXXX. This issues have sabotaged my XXXX XXXX. I am taking additional measurements to control my emotions. I just retired in XX/XX/XXXX from the military, after serving 21 yrs of XXXX XXXX. I have been a member of USAA bank for 20yrs. I will never jeopardize my status or reputation to fraud any organization. I feel USAA is abusing their power and taking advantages of me. I feel that they are damaging and slandering my character. I know all my whereabouts during the weekend that all of this happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30813
Submitted Via: Web
Date Sent: 2019-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A