Date Received: 2023-10-13
Issue: Fraud or scam
Subissue:
Consumer Complaint: I initially called USAA to report a fraudulent wire transfer on XX/XX/XXXX after receiving a call from a fraudster posing as a USAA agent. Upon noticing the transfer and other fraudulent activity on my account, I was prompt in flagging each charge on my account. The bank did not open a case until XX/XX/XXXX, despite the fact that I had called on XX/XX/XXXX asking for an update on the wire transfer I had flagged. The representative I spoke to expressed surprise that her counterpart had not processed the recall request or created any case notes following my call. After calling on XX/XX/XXXX, I was informed that the bank had tried twice to reach the bank that received the fraudulent transfer, but did not receive any updates beyond that. In every case, I was the one to initiate a call asking for more information. I never received any written or verbal notice from USAA regarding developments on my case. I was initially told by a USAA representative that wire fraud investigations typically take 7-10 business days to resolve. It has been over three weeks since I flagged fraudulent activity on my account, without any progress. When I called USAA to follow up on the recall request on XX/XX/XXXX, I was told that the member security department would initiate a " front door review '', meaning they would contact me with an update on my case within 48 hours. They never did so. When I called once more on XX/XX/XXXX to follow up, the representative told me that an unsuccessful attempt at reaching me had been entered in the case notes, of which I have no record on my phone. I confirmed that USAA has my up-to-date contact details. It appears the representative misrepresented the department 's efforts to get in touch with me by trying to pass off their failure to contact me as a case of my not picking up their call. This is provably untrue. On XX/XX/XXXX, I called again trying to access a representative from Member Security. I was transferred to two different departments, both of which told me they could not transfer me to member security, and was given vague reasons before being transferred t the Wire Department. This despite the fact that I had previously spoken to someone in that department two days prior without issue, which the case notes should have reflected. Instead, I was told it would be " difficult '' for me to reach the member security department and that it might be best to deal with another representative in the wire department. Upon insisting that I speak with a supervisor, I was placed on hold for over an hour before being told that the office had closed. USAA has since told me they will contact me in the next three days with an update on my case, but it has already been almost a month and I have not received any more information beyond the initial update I received on XX/XX/XXXX. As a member of almost 15 years, I am done with USAA after this experience. I do not feel protected by the bank, and do not feel that the wire department has been honest with me about their efforts to recover my stolen savings.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98122
Submitted Via: Web
Date Sent: 2023-10-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This is a follow-up to complaint XXXX which is now closed. USAA was dishonest in their response, nothing has been resolved and their staff is unable to close my account. I would like the information on how to close my account. Currently, I am unable to receive my bills due to the ebill feature that was established. I have made requests for USAA to disable the feature so I can receive my bills but they are unable to do that. This is adversely my ability to pay my bills and take care of my responsibilities.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89123
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I tried to access my accounts yesterday but could not. I called USAA Bank and they stated that they had closed all ( XXXX ) of my accounts due to filing disputes and could never open another account there. They will send a check for my paycheck which should be deposited today or tomorrow in 60 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Incorrect information on your report
Subissue: Public record information inaccurate
Consumer Complaint: I am reaching out because there is a ticket on my XXXX XXXX report that needs to be disputed and removed. I was just informed by my insurance company today, XX/XX/XXXX, that there was a ticket, private ticket on private property reported to my report with XXXX XXXX, for XX/XX/XXXX. I was never informed there was a ticket by XXXX XXXX, I was never ticketed on public or private property, and this is inaccurate information. Regarding USAA. I am highly upset with them because they never informed me that they were raising my rates and they did this last month. I initially thought this was a late fee, but I called and they told me they raised my rates about a ticket that should have never been reported and is inaccurate in the first place. I was never informed by USAA that they were raising my rates or anything. I am very dissatisfied by this. I feel like my rights as a consumer were violated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30252
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-11
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, we were wire fraud ( for a purchase of a home in XXXX, ID ) that resulted in the loss of {$470000.00} in cash from our USAA Bank account. The wire fraud happened via " fake emails '' from the realtor and escrow title office. We were emailed with wire instructions from what looked like legit title companies emails and paperwork. The emails and Wire instructions had the correct address, company name, logo, everything. We were not notified of the wire fraud until XX/XX/XXXX, when the escrow XXXX noticed I had emailed and sent text messages regarding the wire of the money she didn't ask me to send. This was also alarming since I had been texting her the whole time but she didn't catch that someone was hacking her or pretending to be her via email and asking us to send our money before the sell of the home. We immediately contacted the police, our bank ( USAA ) and our realtor about the situation. The XXXX XXXX XXXX XXXX department in XXXX, ID compiled all of the information that they could and sent it to the FBI for further investigation. The sheriff who took our case said that he was able to find the money as it had been broken down into different amounts sent to XXXX, XXXX XXXX and cashiers checks. We worked with our bank 's investigation team to recall as much of the money as we could and try to get back anything that was taken from us. In XXXX of XXXX, USAA 's investigation office called us to let us know that XXXX ( the bank where the original wire was sent ) was able to get back {$280000.00} of our money and they would deposit the funds once they received the credit from XXXX. When this situation happened we were told that they had located {$440000.00} of the missing money but we still do not know where the other {$180000.00} is. On XX/XX/XXXX, the money was deposited into our account. At this time, USAA, XXXX Bank, the FBI and the XXXX XXXX XXXX department are still working on this investigation and trying to get back the remaining money that was ours. In XXXX of XXXX, we asked for information from USAA and their investigative team since they were the bank who was reaching out to the other banks involved in the situation. We were told by USAA via a letter that they would not give us any documentation without a subpeona and that they will not longer be assisting in the investigation to get our money back. At this time, we are still missing money that USAA and XXXX said was tracked down and waiting to be deposited back into our account. Any help or information would be greatly appreciated.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ID
Zip: 83442
Submitted Via: Web
Date Sent: 2023-10-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-12
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: USAA sent me an American Express credit card that I did not apply for in XX/XX/XXXX. I called to let them know and they said it was taken care of. XX/XX/XXXX I received communication from USAA regarding the address on my XXXX account so I called again on XX/XX/XXXX and after multiple phone transfers including a fraud specialist ( XXXX ) and someone in XXXX XXXX ( XXXX ) I was told again it was taken care of. XX/XX/XXXX I received communication from USAA regarding New Benefits applicable to my credit card so I called again. I did not note the name of the person i talked to but was assured the account was closed and the only mail going forward would be in regards to the account closing or fraud. I was never informed that charges had been made to the card or that there was a balance. I also did not receive any statements for the credit card. XX/XX/XXXX I received a call from a collection agency regarding my USAA Credit Card account with a balance of {$9800.00} that had been " charged off ''. The collection agency indicated there was a Florida address connected to my account and I have never lived anywhere in Florida. I called USAA again and after XXXX hours on the phone and talking to XXXX different people it is still not resolved. I have tried to log into USAA online to change any password information and the account is locked. This debt is on my credit report and it is not mine. This account was opened fraudulently in my name. I have frozen my credit reports to prevent further fraud. This fraudulent account needs to be removed from my credit report as it is having a negative impact on my credit. I have filed a report with the local authorities and my identity theft insurance. I have received nothing from USAA to even indicate that they are investigating this situation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2023-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: In XXXX of XXXX, I contacted a company named XXXX XXXX XXXX to purchase snap on veneers through there online sales process. After agreeing to have veneers produced, I submitted two payments on two separate days totalling approximately {$1500.00}. The company had me in a cycle of creating impressions then rejecting my impressions. This went on continuously after which time I decided to discontinue process and request refund ; the company declined my request, citing Texas refund laws. However, after researching the Texas statute, this is what I came up with : Sec. 345.066. BUYER 'S RIGHT TO RESCIND CONTRACT. Until a retail seller complies with Section 345.065, a retail buyer who has not received delivery of the goods or services is entitled to : ( 1 ) rescind the contract ; ( 2 ) receive a refund of all payments made under or in contemplation of the contract ; After being denied a refund, I then notified my bank and filed a dispute in XXXX of XXXX. After some time, my bank decided in XXXX XXXX XXXX XXXX favor, thus ending my dispute claim against them. In accordance with the preceding law, I am entitled to a refund. I attempted to reopen dispute with my bank with new evidence but they declined to reopen. Please assist me with this matter as I am an unemployed XXXX XXXXXXXX veteran with limited income nowadays. Thank you. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07111
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Im not swayed that Bureaus efficiently pleased the principles of the Fair Credit Reporting Act in completing their investigation. The XXXX, XXXX and XXXX Credit Bureau is reporting inaccurate information on USAA FSB. This status is damaging to my report, which would not be happening if the bureaus investigated properly before posting incorrect information. Per FCRA, Reporting must be 100 % accurate. Here is the list of the erroneous account reporting on my Credit report. USAA FSB XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: HI
Zip: 96786
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: XXXX accidentally took money from my account. I contacted USAA to dispute but they told me they can't dispute pending charges unless they are fraudulent. But once the payment FULLY posted then I could dispute it. In the meantime, I am overdrawn through no fault of my own and can not even buy fuel for my vehicle to pick my kids up from school ( we are in a very rural area ). I asked about even disputing it as fraudulent, which it wasn't, if I could get a provisional credit just to have access to MY MONEY to get fuel and they said they DO NOT KNOW when or how provisional credits are applied to accounts. THEY DO NOT KNOW! So now XXXX, the same exact day, within HOURS of taking the money from my account, canceled the payment and issued a refund. I see the refund against my account in name only. The pending refund is NOT being included in my available balance BECAUSE IT IS PENDING but the withdrawal that is pending IS against my available balance! I have called them back to ask about this and they said because the refund is pending it won't be included in my available balance. But the withdrawal IS! So here I am screwed out of my own money!! I now have to frantically figure out how to get my kids from school!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 170XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-10-10
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I am writing to file a formal complaint against USAA Insurance regarding a persistent issue of overpayment that has persisted since XX/XX/2023. Despite my numerous attempts to address this matter with the bank, I have encountered significant challenges in resolving the issue to my satisfaction. Since XX/XX/2023, I have consistently been overpaying for my USAA insurance, which has led to undue financial hardship and frustration. While I have engaged in communication with the bank to rectify this situation, I remain dissatisfied with the resolution process. Specifically, I would like to bring to your attention the following grievances : Lack of Transparency : USAA Insurance failed to provide adequate documentation explaining the reasons behind the overcharges. I received a refund check without accompanying documentation, leaving me in the dark regarding the details of the transaction. Absence of Communication : The bank did not provide any alerts or notifications when the refund check was issued and mailed. This lack of communication has created uncertainty and frustration during the resolution process. Tracking Information : USAA Insurance failed to furnish any tracking information for the refund check, raising concerns about the security of the transaction. In an age where accountability and security are paramount, this oversight is both unprofessional and irresponsible. Multiple Overcharges : Beyond the insurance overpayment issue, I have also been subjected to unwarranted fees, overdraft charges, and transaction discrepancies by USAA Insurance. These additional concerns compound my frustration and erode my trust in the bank 's practices. I believe it is imperative that financial institutions of USAA 's stature maintain the highest standards of professionalism and accountability. Therefore, I respectfully request the following actions : a ) Implementation of Documented Transactions : USAA should ensure that all financial transactions, especially those involving refunds or overpayments, are adequately documented, signed, and acknowledged by both the bank and the customer. b ) Enhanced Tracking : The bank should institute a robust tracking mechanism for transactions involving checks, particularly for security and customer peace of mind. c ) Comprehensive Evaluation : I strongly urge the Consumer Financial Protection Bureau to conduct a thorough evaluation of USAA Bank 's interactions with USAA Insurance 's, including its handling of overcharges, fees, overdrafts, and customer communications. I appreciate your attention to this matter and kindly request that you investigate these grievances promptly. I hope that by addressing these concerns, we can contribute to the improvement of banking practices and ensure that customers are treated fairly and professionally. Thank you for your assistance in resolving this matter.
Company Response:
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2023-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A