Date Received: 2023-10-19
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I recieved a notice from USAA federal savings banks that they are going to close my account because it is currently overdrafted. I have been so XXXX XXXX Never over drafting and managing my finances like an expert. THEY KNOW EXACTLY WHEN AND HOW MUCH I GET PAID. Yesterday I filed a complain regarding Title 15 chapter 41 and now it seems they are immediately retaliating against me. Keep in mind that complaint : complaint XXXX i stated that I have continuesly been financially prepping to avoid negative accounts and sustain a modest and meek living. The information i provided is true and full in detail and I swear under law and purgery that it is accurate. Letter details from USAA : XX/XX/2023 XXXX XXXX XXXX, USAA is committed to keeping you informed about important changes to your account. This notice is to inform you that your USAA Federal Savings Bank account ending in XXXX is overdrawn in the amount of {$190.00}. Under the terms of the Depository Agreement and Disclosures, you agreed to resolve any insufficient funds immediately. If you fail to bring your account to a positive balance, we will close your account. If you have questions or believe an error occurred, please contact USAA immediately. Thank you for allowing us to serve you. Sincerely, XXXX XXXX XXXX Assistant Vice President, Member Debt Solutions USAA Federal Savings Bank If you have declared bankruptcy, call us immediately at XXXX so we can honor all provisions of the United States Bankruptcy Code. If you are outside the U.S., call us collect at XXXX. USAA is required by the laws in some states to inform you that this communication is from a debt collector attempting to collect a debt, and any information obtained will be used for that purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93308
Submitted Via: Web
Date Sent: 2023-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I scheduled a one time payment to pay the account in full one day prior to the due date two weeks in advance. USAA took two additional payments for the same amount two days prior to the due date and on the due date itself ( confirmed by USAA phone representative XXXX XXXX. Closed the account due. However, USAA was unable to return the credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82009
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/23 {$100.00} was withdrawn from my checking account, and was never authorized. 1. I had just received a new debit card from USAA, My old debit card was expired, and the new debit card it was not activated at the time the above charge occurred. 2. No authorization was provided to the company that charged the {$100.00}. I spoke to USAA on the phone and they said they would take care of the issue. 3. I received a follow up decision ( attached ) which stated the transaction was not an error because of " insufficient information ''. 4. USAA never provided documentation from the merchant it relied upon in making this decision. 5. USAA asked me for documentation that does not exist. When a transaction isn't authorized, consumer 's do not have records to provide showing it wasn't authorized. The charge was not authorized. The merchant did not provide any kind of receipt or billing notice by paper or by email. I don't understand why USAA is defaulting to the merchant must be correct rather than believing its paying member. Do better USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 199XX
Submitted Via: Web
Date Sent: 2023-10-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-16
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I am filing this CFPB report about a transaction I was scammed into making on my USAA Checking Account by the way of an Ach withdrawal that took place on XX/XX/2023. I am a Veteran with a XXXX XXXX XXXX ( XXXX ) who was taken advantage of into making a purchase that I was not conscious of making at the time about a product I never received. I was SCAMMED INTO SENDING THE AMOUNT OF {$3700.00} to purchase a special type of computer ( XXXX XXXX XXXX XXXX ) for my XXXX XXXX that the company -XXXX- never shipped. I have been unable to contact the sales merchant being XXXX about this matter of my money being stolen. The response I received from the company ( XXXX ) is " We do not refund stolen XXXX '' & the result ended in me being Scammed, Taken Advantage Of, & {$3700.00} being stolen. UNDER FEDERAL LAW : " banks must reimburse you if you've transferred money to someone because of a scam. This type of scam is known as an 'authorized push payment '. If you've paid by Direct Debit or ACH Withdrawal, you should be able to get a full refund under the Direct Debit Guarantee. '' I XXXX XXXX XXXX, Am Veteran With a XXXX XXXX, who had his disability taken advantage of & was tricked into sending this money and I need my bank ( USAA ) to credit my checking account & refund this purchase as soon as possible. I have been disputing this transaction since the End of XX/XX/2023, & The Beginning of XX/XX/2023, or about XXXX months after I was scammed into sending this money. I have been fighting with them even until Today, Monday XX/XX/2023. I need the CFPB to tell them to credit my account. People with disability, such as myself, are protected under the A.D.A. ( Americans with disabilities act ) in cases of money being stolen/scammed/of sent. Again The amount that I was scammed into sending back in XXXX from my Debit/Checking Account from USAA is {$3700.00} & I need help from the CFPB. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2023-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Opening an account
Subissue: Account opened without my consent or knowledge
Consumer Complaint: My USAA online bank account was accessed unauthorized and a fraudulent external bank account, ending in XXXX, was added and verified to my account without my knowledge or authorization on XX/XX/XXXX. Two transfers of {$5000.00} were made, one into my checking and one into my savings on XX/XX/XXXX and XX/XX/XXXX. On the same days, XX/XX/XXXX and XX/XX/XXXX, XXXX transfers were made out of my checking and savings, of {$4900.00} and {$4900.00} respectively into an account ending in XXXX. I did not receive a notification that this activity was going on. The initial {$5000.00} transfers into my accounts were made from accounts that I do not use often and did not have the funds to cover the transfers. One {$5000.00} transfer was into a savings account that I only transfer small amounts, less than {$50.00}, every month. I am very disappointed with USAA for not seeing that a large transfer into and out of my account that I don't actively use was made all in one day. That should have been an automatic flag but no response from USAA. They had the nerve to say there was no fraudulent activity and the transfers were my responsibility. I had to call to get this information about my account because USAA had not sent any correspondence or made any calls to me. I have been calling everyday to tell them what they should already know that my account had fraudulent activity. USAA reopened my case and I am waiting again to see what they will do to recover my money. I put a fraud alert on my credit file and submitted a claim to identitytheft.gov as well. I don't know what else to do. please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-15
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On the evening of XX/XX/XXXX, at about XXXX or XXXX XXXX, I was in XXXX, XXXX when I discovered via email that fraudulent charges had been made from my checking account. A XXXX transfer of about XXXX $ was done - I did not do this, was not involved. It was fraudulent and unauthorized. This has been reported to the police ( XXXX - that's where I was when I learned, and XXXX XXXX, given the possible connection to shared wifi and devices on XXXX XXXX ) and the CFPB. Upon further investigation, I found a that USAA, my bank, sent me an alert stating that someone accessed my account from an unknown and unauthorized device around XX/XX/XXXX or XX/XX/XXXX. I learned about this recently after this fraudulent transaction. Then, I found an additional XXXX unauthorized charges from an ATM. I searched for my debut card, which I don't use often, and found it was not in my wallet. I made the bank, USAA, aware of this and I also alerted them that my PIN ( both to the debit card and the account were compromised ). I share devices and WIFI with others on a college campus, and malware was discovered on public devices as well as my personal device. In addition to all of this, when I called USAA, the rep told me someone had been accessing my account from an XXXX device. My device, which has not changed for several years, is an XXXX. Someone has taken over my account, based on this evidence. I have changed the pin and also changed the password after it seems someone may have changed it to lock me out. This hasn't happened in XXXX hears of being a customer with this bank, and I would like the charges reversed and my account secured.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 071XX
Submitted Via: Web
Date Sent: 2023-10-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-14
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On Thursday night I submitted an application for the XXXX USAA credit card and I received an email stating urgent request stating that I needed to verify my ID and I was able to login into my account that morning around XXXX XXXX. I tried to log back in to check my account and it stating that my login access has been locked. I have submitted all the information needed for my account to be unlocked and nothing has happened. My payroll gets sent to my XXXX account every other week. I previously had an account with XXXX and I never had this issue. Its frustrating and inconvenient because I have all my funds with XXXX and I had the account opened since the beginning of XXXX and no one reached out to let me know this in advance so I didnt had to go through this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95687
Submitted Via: Web
Date Sent: 2023-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX my XXXX cards and XXXX card were stolen. All charges except the one on my XXXX card were resolved/denied. XXXX card was with USAA. They stated they did a thorough investigation but apparently they did not. There are several factors showing this charge to be fraudulent and still denied my claim. I am out over XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23834
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
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: On XX/XX/XXXX a charge for {$2600.00} appeared on my USAA credit card from " XXXX XXXX XXXX XXXX ''. I did not recognize the charge and reported it immediately as fraudulent. I also had large fraudulent charges ( several XXXX dollars each ) hit two other credit cards ( XXXX and XXXX XXXX ) and reported those to the respective companies as well. The charges to all accounts were from the same vendor - " XXXX XXXX XXXX XXXX ''. All three companies ( including USAA ) opened fraud cases, canceled my cards and issued new ones, and ultimately credited the fraudulent charges back to my accounts. I also had a fraudulent ACH transaction for {$600.00} hit my USAA checking account on XX/XX/XXXX from " XXXX XXXX ''. That charge was also disputed and ultimately refunded. The timing of all 4 charges indicated to me that this was an instance of fairly sophisticated identity theft. On XX/XX/XXXX the fraudulent charge for {$2600.00} appeared on my USAA card again. When I called USAA to ask why I was seeing the charges again, they informed me that their fraud department had asked for further documentation from the vendor and received an invoice proving that the charges were legitimate ( attached ). I reviewed the invoice and told them that I had 1. never had an interaction with this vendor and 2. never received the plumbing services that were stated on the invoice. I also pointed out several obviously suspicious items on the invoice : my address ( customer address ) is similar to the actual address but incorrect, the business address provided by the vendor is actually a residential address, there's no line items detailing out the charges ( labor, parts, etc. ). But the most important point is that these are services I never requested, approved, or received and USAA is accepting a fraudulent invoice as proof that I am responsible for payment of thousands of dollars that I did not authorize. I have since reached out to USAA customer support multiple times. Each time, I have been escalated to their Member Resolutions team, provided a detailed explanation of the situation and asked to speak to a member of the Fraud team who is familiar with my case. I've been told repeatedly that there is no way for ANYONE within the USAA customer support organization to connect a customer directly to the Fraud department. When I've requested that my case be reviewed again and to receive a call back and/or written explanation from the Fraud department detailing out why they have made this decision and what I need to do to further dispute the charges I have been told that they can't guarantee any response from the fraud team. To date, I have escalated the case at least four times and each time, the Fraud department has provided notes in my file ( which I have only been made aware of by calling Customer Support ) saying that I am responsible for the charges with no further explanation. I can not get anyone at USAA to help me and am repeatedly running into a broken process that does not allow for appropriate escalation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80203
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-13
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was hacked due to identity theft. I reported it to the financial institution while it was happening. They informed me the account would be investigated and " locked down '' while under investigation and I would be contacted for more information. I was never contacted, the account was only " locked down '' to me and additional funds were transferred out leaving a negative XXXX balance. Tried several attempts to escalate the investigation but was Never contacted and only received a form letter from USAA. The identity thief/hacker was able to steal over XXXX total. Subsequently my account has been closed and referred to collections.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 890XX
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A