Date Received: 2018-12-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: XXXX contacted me and told me that USAA forced them to pay XXXX to them in a fraud dispute that I made for never receiving a package. XXXX contacted the seller 3 times asking them to send me my package or issue a refund. XXXX never issued a refund knowing that I never received the package. My bank However USAA canceled the dispute saying I didnt have a fraud dispute because it was a knowing authorization. So why did USAA fraudulently collect money from XXXX anayway? This stopped me from getting a refund from XXXX and the bank knowingly stole my refund and then cancelled the dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2018-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-29
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I made a purchase via XXXX from seller XXXX XXXX, and the seller contacted me and told me the package was removed from the locker and told me they would issue a refund. That refund appeared on my account after I filed a fraud dispute for never receiving the package. Last week USAA, the bank knowing this, still went to XXXX and forced a payment from them, stole the payment, then told me they will reverse the credit because they determined it was an authorized charge. So why did they go back to XXXX and steal the money like it was not authorized and ignore the refund from the seller? They stole money and reversed my credit and told me that I have to pay it back on XX/XX/XXXX. Please make the bank give the money back to XXXX because that was fraudulent if they decided it was not fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33312
Submitted Via: Web
Date Sent: 2018-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-28
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: My understanding of the credit card act in 2010 is that any payment made above the minimum should be allocated to the highest interest rate on the account. Ive been told by employees that they can allocate my payment however they want. I was also told they allocate my payment to the lower interest rate first. My balance is divided into 2 portions, one is purchases being charged at 21-25 %. The other is a balance transfer being charged at 0 %. So in this situation my minimum payment was {$130.00}. I paid over {$2000.00} this was to not only cover the minimum But to cover some purchases. However I was still charged interest and given not only conflicting information but information that is illegal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 191XX
Submitted Via: Web
Date Sent: 2018-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-26
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XXXX XXXX there were fraudulent charges made towards my debit card which my account is held by USAA. On XXXX XX/XX/2018 I attempted to log into my account to find that my account had been restricted due to possible fraud action. After speaking with a representative, they reversed the XXXX charges that were made on my card in California and Alabama ( I currently work in XXXX ) were reimbursed. I followed all instructions regarding canceling my debit, changing all personal information to include my passwords within the website. On XXXX XXXX my USAA credit card was then compromised, USAA assisted in facilitating the fraudster with accessing all my personal information regarding my account. This person was then allowed to access my account and change all my passwords, emails, phone numbers and so on. The person that got into my account was also then released the information to my external accounts allowing them the access to the basic information to my external account. They proceeded to transfer and over drawl my external account of {$5000.00}, since it was a safe account there were no red flags for this movement of money that wasnt event available. The person conducting this fraud mischief they paid my credit card then started making large purchases, now these purchases were being made when I was on the phone with representatives that told me that they seen the charges happening and were going to stop them, yet they were still processed. I had to take emergency leave to come home and try to rectify this situation and here I am on XXXX XX/XX/2018 with an account that is in the negative and due to the negligence and lack of work ethic I am unable to pay my bills or even purchase groceries for my family. I request that someone please follows up with my wife or I to provide further detail as we need assistance in getting this rectified.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35802
Submitted Via: Web
Date Sent: 2018-12-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-24
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: In XXXX, I received a $ XXXX personal loan from USAA that offered a low interest loan to new XXXX XXXX. I paid on time every month however got behind around XX/XX/XXXX however still made small payments ( less than monthly minimum of about {$450.00} ). Without warning or negotiation, my loan was closed or charged off with an approximate balance of $ XXXX in XX/XX/XXXX. I communicated with the collection company USAA has sold my loan to and have made a couple payments. My issue is, I had an XXXX card with a $ XXXX limit, {$500.00} balance as of XX/XX/XXXX, also with USAA ; including countless other accounts such as multiple checking, savings, auto insurance, and stocks. I have also paid the XXXX card on time, and was about to pay off in full as I was attempting to clean up my credit. XX/XX/XXXX, I discovered USAA had used the Service members Civil Relief Act ( SCRA ) to " credit '' the remaining ~ {$500.00} balance and close the XXXX credit card! Mind you, I have been in the military the entire duration of the utilization of the card and that was never offered to me or explained. When speaking to multiple reps on the phone of USAA, I was told, my XXXX credit card was closed because it was a " business decision '' based on my loan that had recently closed - even though I was never late on that credit card. The USAA representative told me there were forms sent to my account inbox stating the closure of each account. I never received any of those documents. I am a fan of USAA and have been a member for close to 10 years. I am attempting to rebuild my credit and can not afford another negative account. I Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2018-12-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA. No matter what I report to my own bank they laugh at me over charges fraudulent charges I have to fight for them to file with the FTC. I found over {$210.00} in overage charges from XXXX the teller last night actually told me I dont know what youre talking about Im sure XXXX did this I had to fight her and say no its all over the news they been hacked. And late XXXX of this year my husband actually took off for two days we were very worried I was on the phone with XXXX and USAA pointing out that there was a with drawl straight out of our savings the lady told me that it went somewhere in Texas he had left not 24 hours before without a car. They sat there and laughed at me while I reported my husband missing something weird is going on with this bank they treat me like XXXX and they take my money and laugh at me
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: CA
Zip: 92057
Submitted Via: Web
Date Sent: 2018-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-23
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Seven checks were forged on my account. Two were cashed and then the funds returned for insufficient funds. Three more were returned for insufficient funds and I was charged for bounced checks. Two more were cashed and I have not been able to recover the funds. The total amount stolen from me was {$17000.00}. Of that {$11000.00} was returned because of the insufficient funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11238
Submitted Via: Web
Date Sent: 2018-12-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-22
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: On XX/XX/XXXX I reported unauthorized card activity. USAA Thanked me for reporting the unauthorized activity, changed my credit card number with a new number and mailed me a new card. The fraud reported as itemized by USAA was Convenience Check # XXXX for {$2300.00} and a cash advance fee of {$71.00}. These charges were removed from my credit card by USAA as fraud and my new card was received. A few months later in XXXX and XXXX of XXXX, USAA simply re-applied all fraud charges on my new card, I immediately called USAA to dispute all of these charges as they were already previously removed as fraud, I called and spoke to many representatives for an entire year, with no results. XXXX- Reported unauthorized /fraudulent activity on account XXXX- reported the fraud charges, cards in my possession customer service advised to cut up replacement cards would be sent out. XXXX USAA prepared incomplete Affidavit of fraud and forgery, returned it to USAA with statement, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' XX/XX/XXXX Contacted USAA Customer service submitted manual dispute fraud charges NO RESPONSE XX/XX/XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- waited 5 days no results told to wait for next statement NO RESPONSE XXXX- called USAA Customer service re-submitted manual dispute again NO RESPONSE XX/XX/XXXX USAA Customer service re submitted manual dispute again NO RESPONSE XX/XX/XXXX submit mail dispute with payment stub disputing entire bill XXXX NO RESPONSE XX/XX/XXXX called USAA Fraud line reported incident again , told to wait 30/45 days XXXX XXXX NO RESPONSE XX/XX/XXXX USAA Temporary block placed on both cards by fraud department per my request. NO RESPONSE XX/XX/XXXX Transferred to the Fraud Department, per fraud department it is under review as of XX/XX/XXXX and takes 30/45 days to be resolved. NO RESPONSE XX/XX/XXXX USAA Transferred to identity theft team for further review after review transferred to fraud told to wit 30-45 days. NO RESPONSE XX/XX/XXXX USAA Customer service submitted 20 manual transactions disputed which typically takes 5 days to resolve. Other possibilities are ACCOUNT TAKEOVER or IDENTITY THEFT TEAM. NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute entire Bill ) XXXX NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$12000.00} NO RESPONSE XXXX submitted to USAA written dispute per statement ( Dispute Entire Bill ) {$11000.00} NO RESPONSE XXXX Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XXXX Received USAA statement no change no response, resubmitted past letter to both address on statement. Faxed transaction dispute form XXXX reference code XXXX NO RESPONSE XXXX- Received collection call from USAA XXXX advised all charges fraud NO RESPONSE XXXX- Received collection call from USAA XXXX XXXX all charges fraud NO RESPONSE XXXX Received collection call from USAA XXXX advised all charges fraud NO RESPONSE 1XX/XX/XXXX- Received collection call from XXXX advised all charges fraud transferred to fraud department XXXX spoke with XXXX reviewing my file put on hold than suddenly transferred to a new representative. Reviewed entire account with new representative, representative pulled up all transaction to re-enter as disputed transactions for XXXX to review. And advised they should review in 3-5 days and contact me if they need any further information. USAA Representative ( XXXX ) Submitted CASES # Case # XXXX Case # XXXX Case # XXXX NO RESPONSE XXXX received statement with adjusted balance reversing some fraud charges, but a balance remained, I called USAA XXXX XXXX to question the remaining balance. NO RESPONSE XXXX submitted claim CFBP and to FDIC XX/XX/XXXX @ XXXX received phone call from USAA whom stated in response to CFBP complaint, we have made a final decision to charge me with the remaining fraud on my account. I asked for proof as I know it was not me, I asked for the amount of the exact fraud, she identified it as Ch # XXXX for {$2300.00}, I asked for a copy of the front and back of said check to review signature. NO RESPONSE XX/XX/XXXX I again reporter fraud to CFBP for Review as USAA the company is unwilling to review the blatant fraudulent activity they have caused and is attempting to hold me responsible for their banking errors and the reaming fraudulent activity. I asked for mailed hard copy of said check. NO RESPONSE. XX/XX/XXXX Filed affidavit of fraud and forgery with XXXX XXXX police department regarding a convenience check # XXXX for {$2300.00}. XX/XX/XXXX - Attorney submitted letter on my behalf to USAA disputing charges NO RESPONSE XX/XX/XXXX Filed complaint with CFPB to get this resolved. Then I filled with CFPB and finally got a minimal response on XXXX by XXXX XXXX who attempted to review my account and help me get this resolved, unfortunately, the affidavit USAA prepared for me to sign and submit to the police on XXXX was incomplete, leaving this outstanding FRAUD to re- appear on my account after it was already once removed by USAA on XX/XX/XXXX In Summary On XX/XX/XXXX I provided USAA with a police report that supported the claim that I did not authorize any charges on said card. The affidavit of Fraud and forgery submitted on XX/XX/XXXX clearly states, I have never used this card. Therefore, there should be absolutely XXXX charges ; any and all charges are fraud. '' USAA provided an itemized list of charges for the affidavit, but after review and a year of attempts to get this fraudulent activity resolved, it was found that they did not prepare a complete list of the fraud on this account, and therefore, I continue to dispute the remaining fraudulent balance on this account. The remaining Fraud per USAA has been identified as a convenience check, Check # XXXX written for {$2300.00} and is equal to the last statement received with finance charges, interest and late fees of {$2900.00} due on XX/XX/XXXX, which should be immediately removed from my account balance, as these charges are all FRAUDULENT!! In lieu of the incomplete affidavit drafted by USAA, I have filed an additional AFFIDAVIT OF FRAUD AND FORGERY, specific to the remaining amount in an effort to get this fraudulent activity resolved. The company USAA has failed to review my account activity in its entirety, I have attempted to get all fraud removed for the past year, USAA misrepresented the amount of fraud activity on my account and are attempting to hold me responsible for their bank error. I have since added the remaining fraud to my police report om XXXX along with a Notarized Affidavit of Fraud and forgery.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2018-12-22
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: On Tuesday XX/XX/XXXX I was in negotiation with an individual about purchasing some football tickets. After agreeing on a price the individual asked me to pay them {$300.00} via XXXX which my bank, USAA, was a partner of. Once I sent the person the money they were supposed to send the tickets from their XXXX account. These tickets never arrived and I called USAA a few hours later to report the scam. The banker informed me that since I never received the tickets that I would be able to file a dispute with USAA to get my money back. They would investigate and as long as the seller could not prove that I received the tickets then I would get my money back. I filed a dispute with them and I even asked if it would be helpful to have me send them screenshots of the conversation. They said that it would and gave me instructions on how to upload those documents. I uploaded the documents and then I was instructed to call back in the morning to make sure that they would be attached to my case. I was also instructed to call back on Friday XX/XX/XXXX On the morning of Wednesday XX/XX/XXXX I chatted with a representative, XXXX, who said that my documents were received and that once my case was assigned to a rep, they would notify me of my case number. Four hours later I received an email from USAA that they had completed their investigation on the dispute and that they had denied the dispute. I immediately called USAA and spoke to another representative and explained what had happened. That representative also told me that I needed to file a dispute for me to retrieve my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98264
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2018-12-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I met a man online who was selling his airline miles. I was interested and we settled on a {$550.00} amount, of which half was due before the miles can be used. He told me I could use XXXX to send him the half ( {$270.00} ). I felt good because the XXXX i will use is through my bank which is USAA bank and I felt that should protect me. I sent the money and immediately the man got it he stopped responding to my messages and his number got disconnected as well. I reported it immediately to my bank and it took my bank only less than 24hours to tell me that the transaction was not an error and I am not protected from such scammers and at the end they instructed me to contact the scam artist to get my money back! First of all I never said an error I told them I was scammed, the investigator chose to use the word error instead to minimize their responsibility and make it trivial which is offensive. If a bank allows a service to be used by their customers through their account and they dont do everything to protect them than why am i keeping my money with that bank? The fact that XXXX is directly included in my bank options gave me the extra trust that made me think XXXX must be good. I want my money back from USAA! Another big issue is that the investigation department didnt reach out to me for clarification and they have no phone number for me to call them directly. Each time you have to call a general number that sends them the message to call you and they usually take their time before calling you back. In other instance they call and if you miss it they NEVER call back again. I wonder why am baking here, my recommendation is just use them to get only the membership.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77479
Submitted Via: Web
Date Sent: 2018-12-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A