Date Received: 2023-09-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, XXXX fraudulent transactions occurred on my USAA savings account ending in XXXX. One for the amount of {$2000.00} and another for the amount of {$3000.00} simultaneously. Admittedly, earlier that morning I received a text message from " USAA '' stating my account was overdrawn. In a panic, I clicked the link to review my account, and unknowingly allowed access to scammers. I contacted USAA immediately while the transactions were still pending, notified them of the fraudulent charges, and opened a Fraudulent Activity Claim. Giving the adequate time to not let the charge actually post to my account, and the funds to be withdrawn. On XX/XX/2023, after reviewing the claim for 3 business days I received a notice that my claim was denied. On XX/XX/2023, I contacted USAA inquiring about the denial. The representative indicated that I was liable for the fraud because I clicked the link on the text message. At that time I asked for the claim to be reviewed again based of my inexperience with these types of scams and unknowingly clicking on the text link.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Im reporting USAA for bad business practices. I had a credit card with usaa that ended up becoming delinquent and added to my credit report. In a effort to get my credit report cleared and in good standing I contacted usaa and requested a settlement for the credit card. They originally offered a settlement of {$500.00} but now they are only accepting {$990.00}. Once I accepted the amount they offered they informed me that the payment would be posted once received ( which could only be mailed in, they would not allow me to pay over the phone ) Then I would have to wait 15 days to get a letter stating the debt was paid. I certified mailed the payment on the XXXX of XXXX and they received the payment the XXXX of XXXX. I called to make sure it was received and to get confirmation the situation was being handled as discussed previously. It was confirmed the payment was received XX/XX/XXXX via a phone call XX/XX/XXXX. I was then informed that I would have to wait until the XXXX for them to apply the money to my account. I asked why would they hold my money for 8 days and not just apply the money now. According to USAA because the account is delinquent. That makes no sense to hold the money at the bank 8 days after receiving to then apply it. To then say I have to wait 15 after that to receive something saying the debt was taken care of. The letter they sent pertaining to this process doesnt even clarify any of the terms they are telling me over the phone. ( See Attachment ) This is bad banking practices and I want USAA HELD ACCOUNTABLE. I also want this situation resolved on my credit report ASAP.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On or about XX/XX/XXXX, I discovered that {$5000.00} was transferred out of my checking account without my authorization. I also discovered that additional funds had been transferred out of the savings account I hold jointly with my daughter. The money went to accounts ending in XXXX, XXXX, XXXX, and XXXX. I did not open these accounts and have no knowledge of them. Here is a listing of the unauthorized transactions : 1. {$5000.00} was transferred out to XXXX from XXXX checking XXXX on XX/XX/XXXX XXXX. Between XX/XX/XXXX, and XX/XX/XXXX, multiple unauthorized transactions in and out occurred in the XXXX savings account ending in XXXX. They are as follows : a. {$5000.00} transferred out to XXXX on XX/XX/XXXX b. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX c. {$5000.00} transferred out to XXXX on XX/XX/XXXX d. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX e. {$5000.00} transferred out to XXXX on XX/XX/XXXX f. {$5000.00} transferred in from XXXX to XXXX on XX/XX/XXXX g. {$5000.00} transferred out to XXXX on XX/XX/XXXX XXXX. As a result of unauthorized activity, account XXXX had the following debits for funds transfer returns and returned item fees : a. {$5000.00} funds transfer return on XX/XX/XXXX b. {$5.00} returned item fee on XX/XX/XXXX XXXX {$5000.00} funds transfer return on XX/XX/XXXX XXXX {$5.00} returned item fee on XX/XX/XXXX XXXX {$5000.00} funds transfer return on XX/XX/XXXX XXXX {$5.00} returned item fee on XX/XX/XXXX I disputed the transactions during numerous phone calls with USAA representatives between XX/XX/XXXX and XX/XX/XXXX. Some of the representatives were XXXX, XXXX, XXXX ( XXXX ), XXXX, and XXXX. I was told : Some of the transactions originated from locations in XXXX and XXXX XXXX. I have not been to XXXX XXXX since the summer of XXXX when I drove through it on the way to XXXX. I have never been to XXXX. I can submit data from my cell phone to confirm this. A checking account was opened XX/XX/XXXX, using a device under my account. I told the representative that I did not open this or any other additional checking accounts. They would not tell me anything about the accounts or the device used. A forensic expert is welcome to examine all my devices to confirm that I did not use any of them to create the additional accounts. I did not authorize these transactions. I did not authorize anyone else to make these transactions. I did not benefit from these transactions. I do not know who made these transactions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 430XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: After more than 20 years of being a customer, USAA has unilaterally closed my ( and my family 's ) accounts. Per their letter, they suspect fraud of some sort on the accounts. They have closed the accounts. My issue is with the 60 day time frame for them to initiate returning funds. That is a ridiculous time frame after closing an account with no notice. I demand access to the funds that they are holding.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NM
Zip: 875XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-18
Issue: Struggling to pay your loan
Subissue:
Consumer Complaint: Back in 2020 we filed XXXX XXXX XXXXXXXX & we asked to reaffirm our loan with USAA but they said no but could make payments. I have been making payments on my boat loan & since I have no access or any bills ever sent to me I called in XXXX or XXXX to ask if it was current or if needed to do anything & she told me she couldn't see anything & it was fine, nothing else needed from me. Then I started getting calls from some local # but they would not say where they worked. I googled the number last week & found out it was a repo company! I tried contacting them last week & they said I had to speak with the repo department but had no other details to give me. They close early so I was finally able to reach them today & they were no help. She claims they sent a letter to me in XXXX that I never received as we would've paid it, we do not have money issues so would've paid that day. I read they were required to send a certified letter & this never happened. I work from home so I am always home to get anything. Now they are telling me since I did not respond to this letter I never got they charged it off & I have to pay {$23000.00} or they will not stop the repo. I do not have that kind of money. This has to be illegal? How can they do this without ever contacting us? We will not give them the boat as its worth way more than we owe them. I need answers on what we can legally do. Thank you for the help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 761XX
Submitted Via: Web
Date Sent: 2023-09-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-19
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/23, I tried to cancel my purchase from XXXX. I paid extra for a refundable ticket and the XXXX CSR refused to cancel my flight. I then put in a complaint to the XXXX. When XXXX would not respond to my complaint, I asked USAA to reverse the charges -- USAA did however I received no call, text, email or notices on my account letting me know the funds were contingent. On XX/XX/XXXX, XXXX mentioned that they would submit a refund. Because USAA had already reversed the funds I let XXXX know that it had been taken care of. XX/XX/XXXX, in checking my balance USAA charged my account for the amount of the ticket without notifying me. I did not know they charged my account until I checked my balance. XX/XX/XXXX, USAA sent a letter regarding debt collection without saying what debt they were collecting. Although I have sent the XXXX correspondence to USAA showing XXXX agreeing to a refund and my flight being canceled, USAA has not reversed the charges. I paid USAA for the ticket 5 days after I made the purchase and charged it to my card. USAA has done this before -- They have not paid my mortgage and said they did not receive a request when I had the same mortgage company for years and even after I asked them to pay the bill they would not. I had to get the mortgage company on the phone. This is a habit with USAA employees taking matters in the own hands. They show no loyalty to their consumers and their CSRs are rude and argumentative.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43209
Submitted Via: Web
Date Sent: 2023-09-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/2023, I logged into my USAA checking account. I discovered that {$30000.00} was missing from my checking account. I called USAA and they stated that I had requested a transfer to another members checking account at XXXX am. They summarized it as a transfer from my account ending in XXXX to an account ending in XXXX in the name of XXXX XXXX. I informed them that I had not made this request. They also told me that the account ending in XXXX was missing from USAA at XXXX am that same day. On XX/XX/2023, I received an email from USAA telling me that they no longer wanted to maintain a banking relationship with me. They closed my account and cancelled my credit card. I had other funds in that checking account that I no longer have access to. I also had automatically deposited my military pension check, my wifes retirement check and social security checks. I was unable to get these deposits rerouted without warning. USAA has kept all these funds. I have not had a cent to live on. They are reportedly freezing all my accounts for 60 days during their investigation. I have tried calling to get this corrected but just keep getting routed to phone support in XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX I have not gotten any help with this matter. I was told that they had experienced a data breech in XXXX of 2023, my account was XXXX affected. I had to borrow money from a neighbor to visit my wife in hospice. With my funds frozen I am unable to continue to pay for her XXXX care. USAA does not seem to care. XXXX a XXXX XXXX veteran that is unable to buy groceries. I tried visiting the bank office to see if I could speak to a bank XXXX, but they could not accommodate this request. My wifes care is {$4000.00} monthly and they will be charging me 10 % for late fees since I was unable to pay on time with my funds frozen. What can I do? Is USAA being reasonable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 781XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
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 I made a letter to USAA with details on the scam I fell victim of on XX/XX/XXXX. {$93.00} was spent on " XXXX XXXX XXXX '' supposed device endorsed by XXXX XXXX. In detail I provided the original website to the supposed legitimate product and provided also a report from XXXX, a scam tracker website, of another individual who fell into the trap of the same scam and reported that XXXX reimbursed them without issue. USAA claims that I don't have enough sufficient information and therefore has closed the case despite there being room to exercise good faith on a common issue among consumers. The website link to the supposed product does not work anymore, which is reason to believe that it was a scam. Many people are falling for more scams as scammers are becoming more clever. I expected to be represented and given a lecture on scams but instead am being forced to pay on my credit card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 673XX
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-16
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX, SC XXXX Balance {$6600.00} Date Opened XX/XX/XXXX USAA FEDERAL SAVINGS BANK Balance {$9700.00} Date Opened XX/XX/XXXX Collection Agency XXXX XXXX XXXX Amount {$5200.00} Date Assigned XXXX XXXX, XXXX These accounts were made without my consent or authorization and has caused significant harm to my financial reputation. Despite my persistent efforts to rectify the situation, including MULTIPLE disputes, filing a police report, and submitting an identity theft report, the fraudulent charges has not been removed from my consumer report.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77054
Submitted Via: Web
Date Sent: 2023-09-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-17
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: My problem is with USAA savings bank I closed the card credit card account and they have charged me with a {$1000.00} debt that I don't owe so they did not close the account right away they have charged to the credit bureaus a complaint that I owed {$1000.00} on this unsecured card which is not true the card that I have with them was a prepaid credit card secured with {$1000.00} of my money in contacting the company when I found out the card had not been canceled and that they were claiming that I owed {$1000.00} for this card I spent approximately XXXX months back and forth on the phone with USAA savings bank and finally had them look through their archives and find that they did in fact have a {$1000.00} deposit in that they put in a CD to secure the credit card when I cleared the card and attempted to close the account the card account they never closed it they didn't close the account right away so there was some charges that came up on the card that I c when I attempted to contact USAA and straighten out this matter they would not address the issue because the phone number that I had when I had that account I no longer had that phone number so even though I verified all of my information could not prove whether they were my charges or not because the card had been closed and the bank account closed for about a year so all documents when I purged my file was drawn away or destroyed they are still claiming that I owe {$1000.00} in credit of debt to them even though I had them go to their archives and find my {$1000.00} that I put down as a deposit to secure this card this credit card was closed or canceled in XXXX of XXXX maybe actually about XXXX of XXXX I found out in XXXX of XXXX that they had not canceled the card and that there were charges that came up on the card being that I could not prove that these charges were not mine I accepted those charges but I continued to ask them to remove the false claim of {$1000.00} from my account and from the credit bureaus I thought that was gon na be done in XXXX of XXXX I saw that they were still claiming that I owed {$1000.00} for this credit card which again was a secured credit card secured by a {$1000.00} deposit that I put down which USAA savings bank put in ACD to secure this credit card my phone number is XXXX my phone number is XXXX XXXX The system is not allowing me to change the phone number
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10566
Submitted Via: Web
Date Sent: 2023-09-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A