Date Received: 2023-09-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: See attached letter for additional details, but the summary is my son ( XXXX XXXX ) tried to withdraw {$300.00} from the self-service checkout at XXXX XXXX XXXX XXXX in XXXX Colorado , but the transaction was blocked. Around XXXX minutes later he received a text from USAA asking if it was a fraudulent transaction and he indicated no because it wasnt fraud because he initiated it. We believe since he answered no USAA let the transfer go through, but my son was obviously not there to get the cash. To summarize, USAA fraud algorithm kicked in when he was withdrawing cash and his account was debited the money but he did not receive the money.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CO
Zip: 80126
Submitted Via: Web
Date Sent: 2023-09-08
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2023 I called USAA to permanently closed my credit card account. I spoke with XXXX in the hardship department and she refused to close my account and establish some form payment plan with me. I am willing to pay USAA {$100.00} to {$150.00} a month and permanently closed my credit card account. Instead of her agreeing she is willing to charge my account off instead of working with me on a payment arrangements. I explain to her that I under a doctor 's care and it's on going and I am willing to closed this account and pay them every month. All she could do was apologize that's it. Not closed my account like I wanted and establish and payment plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28590
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023, I noticed two unauthorized transfers on my USAA Savings Account. First, {$5000.00} was transferred into my account from an unknown XXXX account. Following this, {$5000.00} was transferred out of my savings account to another, unknown bank account ; I later learned from USAA, after requesting the name of the bank, that it was a XXXX account. I immediately called USAA to report the fraudulent transfers. The USAA representative I spoke with informed me that the transfers occurred from someone logging into my account. The representative then walked me through changing my user name, pin, and passwords. I also then signed up for a XXXX XXXX account to monitor for other fraudulent activity. On XX/XX/2023, I received a notification that my USAA debit card had been locked on my XXXX XXXX and that if I did not authorize this to immediately call USAA. I immediately tried logging into my USAA online account, but my password ( which I had just changed two days prior ) did not work. Extremely worried that I had been locked out of my bank accounts, and following their instructions, I called USAA. It was at this time I learned that USAA had locked me out of my account and locked my debit card without notifying me! The representative I spoke with also then insinuated that the fraudulent activity was my doing. I was also informed by the representative that {$5000.00} in my account was being placed on a deposit hold. Following up on the evening of XX/XX/2023, I noticed that {$5000.00} was now missing from savings account ; the {$5000.00} that was deposited into my account from the unknown XXXX account had correctly been returned. However, I still had not received a return on the {$5000.00} that was deposited out of my account into the XXXX account. I tried contacting USAA that evening, but was told by a representative that I would need to call the next day to speak with a member of the fraud department about when that money would be returned. On XX/XX/2023 I called USAA to ask about when I would receive the return of the stolen {$5000.00}. The representative I spoke with said I would need to ask the fraud department. I then requested to be transferred to the fraud department, at which point the representative then claimed there was no such department. Frustrated that the representative was clearly lying, I requested to speak with a supervisor or a manager. I was then transferred to a representative from the " Members Resolution Team ''. I was placed on and off hold for over two hours to eventually learn from this individual that the fraud department had denied my fraud claim, accusing me of being the perpetrator, and that I wasn't going to receive the return of funds. However, the representative of the Members Resolution Team informed me that they submitted a request to have the claim re-reviewed and that I should wait 3-5 business days before calling back for more information. On XX/XX/2023 I called USAA to inquire about the second investigation into the fraud. I immediately asked to speak with someone from the Members Resolution Team. I was then informed that the second review had also been denied. At this point, I then requested that USAA send me the documents that they are relying on in their investigation, including the IP address of the user that logged into my account to complete the transfers. The representative claimed these documents were only for internal review. I insisted the request for documents be submitted as I would like to use these documents for filing a police report. I also informed the representative that I would be filing a complaint against USAA. At this point, it is unclear if the stolen funds will be returned to me. USAAs customer service has been terrible throughout this process. I was the victim of a financial crime and USAA has done nothing but engage in victim blaming.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I placed an order for XXXX XXXX at the end of XXXX that was never sent to me. I asked the seller for a refund in XXXX and was never sent the refund. I filed a dispute with USAA on XX/XX/XXXX and sent the appropriate evidence. I checked in multiple times with support and was even told that they had never even looked at it. They finally closed the dispute over a month later on XX/XX/XXXX after no communication and determined that the dispute was invalid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2023-09-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX had a system glitch and posted a transaction to my account XXXX times on XX/XX/23. My bank, USAA had no fraud detection or alert that went through and allowed {$7400.00} to be withdrawn. XXXX has acknowledged they had a system issue and this was an error and they issued a refund however USAA will not release the refund and they state its because XXXX could recind the funds. USAA also will not issue any kind of provisional credit while they investigate. We have called USAA every single day since this happened and they have not helped at all except to tell us they dont when we will have our money. We have been left with no money for 5 days.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 37072
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
Issue: Other transaction problem
Subissue:
Consumer Complaint: Requested General Purpose loan for {$45000.00} from XXXX XXXX XXXX in late XXXX. XXXX transferred {$44000.00} to USAA on XXXX XXXX XXXX using ACH trace number XXXX ; however, loan proceeds went to the wrong account owned by another account holder at USAA due to a clerical error. Funds were sent to USAA account ending in XXXX ( unknown account owner ), rather than my account ending in XXXX ( owned by XXXX XXXX XXXX ), which matches the name on my XXXX account where the transfer originated. I noticed the funds were sent to the wrong account o/a XXXX XX/XX/XXXX and I called the XXXX, who completed a " stop payment and reissue. '' I followed-up with the XXXX and USAA in several phone calls over the subsequent days, weeks, and months, and a summary of the outcome from those calls follows : Initially the XXXX advised 7-14 days to process the stop payment and reissue. Shortly thereafter, it advised XXXX needed to conduct an investigation expected to take 60-90 days which began on XXXX. I followed-up with weekly phone calls to check on the status of the investigation, and the XXXX didn't have any updates through XXXX. I pressed for an actionable update after 90 days elapsed and XXXX advised on XXXX its investigation was complete and it would re-issue the funds within 5 business days. I called on XXXX to check on the transfer status and XXXX advised it had not re-issued the funds and I needed to contact Dept. of Treasury for further action. I called Treasury on XXXX and spoke with Agent # XXXX who advised XXXX contacted them on XXXX and Treasury sent an inquiry to USAA, but had not received a response. I followed up with Treasury on XXXX and USAA still has not responded to Treasury 's inquiry regarding ACH Trace number XXXX. I have submitted three disputes with USAA regarding its failure to respond to Treasury inquiries ( USAA disputes on XXXX, XXXX, and XXXX ) without resolution. USAA refers back to the originating institution ( XXXX ), but XXXX has already forwarded the transaction reversal to Treasury and action remains unresolved with USAA. USAA is enabling a federal felony by not recovering funds erroneously deposited into account ending in XXXX so they may be re-issued to the proper account holder, XXXX XXXX, with account ending in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17325
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-06
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/2023, 6 fraudulent charges were made on my credit card without my consent in XXXX Texas. A charge for XXXX for {$47.00}, a charge for XXXX Auto parts for {$95.00}, a charge for XXXX Auto parts for {$25.00}, a charge for XXXX XXXX for {$32.00}, a charge for circle k for {$4.00}, and a charge for XXXX for {$8.00}. In between the circle k fraudulent charge and XXXX XXXX charge is a XXXX XXXX charge which was made in XXXX XXXX Texas, which I legitimately used my card to make a purchase which is about XXXX miles away from XXXX Texas. A couple days after I had found the fraudulent charges I called USAA and they started the fraud investigation. A month later USA decided that I was liable for the fraudulent charges but I was in XXXX so I couldn't get back to them via phone so when I arrived back in the United States on XX/XX/XXXX I ask to reopen the fraudulent case. On XX/XX/XXXX, XXXX decided again the hours liable for the fraudulent charges even with a written statement explaining the situation. I called you USAA to find out the times for when the transactions were made but USAA was not able to come up with the times for the transactions that's the general date. USAA said they would call back but they never did. They said because the credit card chip was used in the transactions, I was at fault even though I had my own physical card in my possession XXXX miles away. Also the purchases do not match my purchase history or habits. Thank you for your time. I have attached my credit card purchase history for USAA and also my XXXX XXXX card where I made a purchase in XXXX Texas for XXXX 's restraunt, which I believe is during the same time the fraudulent charges took place. I tried to get more information but USAA has failed to help me out.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-09-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: My son is a XXXX, and he was involved in a traffic accident where he was labeled as at fault. He was in his mothers vehicle, but was not listed as a driver. The insurance company assumed I was the driver because of our names are similar, and it has directly affected my way of life. I have been forced to deactivate my trucking company because of outrageous insurance quotes and I have been refused employment because of this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2023-09-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-03
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: Received letter from USAA regarding opting out of debt communication. Unknow what the debt is for. Received no information -- no e-mail, no phone call regarding debt. I owe USAA for no debt. Credit card paid as requested. Car loan payment was late but paid XX/XX/23.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 43209
Submitted Via: Web
Date Sent: 2023-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-09-01
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under XXXX5 USC 168. Tracking Numbers- XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Account Name XXXXXXXX XXXX Account Number - XXXX Account Name - XXXX XXXX Account Number - XXXX Account Name - USAA SVGS BK Account Number XXXX, has violated my rights. XXXX Account Name - XXXXXXXX XXXX Account Number XXXX Account Name - XXXX XXXX Account Number XXXX, has violated my rights. XXXX Account Name - XXXX XXXX Account Number - XXXX Account Name - USAA SVGS BK Account Number - XXXX, has violated my rights. 15 USC 1681 section 602 A. States I have the right to privacy. 15 USC 1681 section 604 A Section 2. It also states a consumer reporting agency can not furnish any account without my written consent. 15 USC 1681c. ( a ) ( 5 ) Section States : no, consumer reporting agency can make any consumer report containing any of the following items of information any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 USC 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20147
Submitted Via: Web
Date Sent: 2023-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A