Date Received: 2016-09-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: XX/XX/XXXX/XX/XX/2016 I was contacted by USAA treat unit who told me that my checking account had been compromised and they needed to add another level of security. I was alarmed and agreed. A few weeks later I was again contacted. This time they said that someone is trying to hack into my checking account ( this was around the XX/XX/2016. I responded please close my account. The person I was speaking with said she could n't do it but would transferring me to someone who could. After being transferred several types ( at least XXXX ) and without resolution I finally got someone who seemed to want to help She said she was also a veteran and would stay on until the issue was resolved. However, she too was passed along several type and finally she got to a person and demanded that this person close my account. Next she and the other person started arguing about who 's job it was to close accounts. This argument pursued as I was on the phone. finally the she said to me I 'll get this resolved for you and call you back. several weeks later after I had heard nothing from USAA. I received a statement that said that my account was overdrawn and I was responsible for XXXX dollars of overdraft fees. Again, I called USAA to inquire about what was going on and why was n't my account closed as I had requested weeks earlier. First I was told that there was nothing that could be done about this. ( with no explanation why ). I then escalated my concern to the CEO 's office where I was told that there was nothing that could be done but for me to pay the overdraft fees and then they would close the account. When I asked to speak to a manager. The person placed on hold and came back and said the manager " does n't want to speak with you ''. Frankly I was shocked. I 've been with USAA for over 20 years and never had a problem with their customer service. At this point I reached out to the corporate office where I spoke to a XXXX employee number XXXX. After I explained all that had occurred she said she would look into it and call me back. two weeks later after I heard nothing from she I received a letter from USAA basically saying that they are reporting me the credit companies. I called XXXX and left several voicemails and days later she returned my call and said that she had researched my complicated and there was NO documentation of my calls. And therefore I had to pay. Now like I said I 've been with USAA for years and they always document every call. I believe there is something funny going on with USAA since they initiated the concern in the first place. And now they even denie doing so. My major concern is them reporting me to the credit companies as I have a small business and a entry of this nature will serious hamper my ability to do business. PLEASE HELP!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21206
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-29
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I was a sole proprietor of a small fencing company. On XXXX/XXXX/2016 I entered into a contract with a XXXX XXXX XXXX, he wrote me an initial check in the amount of {$2000.00}. I deposited the check by taking a picture of it on XX/XX/XXXX and the check cleared. On XXXX/XXXX/2016 he wrote me another check for {$1000.00}, I took a picture with my phone and deposited that check as well into my USAA checking account. On XXXX XXXX nearly 2 months later I was attempting to view my account balance online in my cell phone, only to find out I was locked out of my account. After 2 days I was told by a manager that my ccount was locked because of fraud, not explaining the fraud, just fraud and thats all they would say. Making me feel as if I had committed the fraud, or done something wrong, which of course I had not. They finally told me that a check that was written to me that cleared on XXXX XXXX, was going to be returned by XXXX XXXX. They had not received it yet but had some type of communication that after nearly 2 months the check was now being returned. They kept my account locked for 7 days not allowing me access to anything involving my account. I have since found out from USAA that the fraud committed concerning this gentlemans check was in fact committed by him. and that fraud was that he wrote over his old address, and put his new address in its place, which is where we were building the fence. As soon as the account was not locked I was able to speak with a manager again, and asked for a copy of the Offficial check so that I could either take it to his bank and cash it, take it to the local police and file charges, or sue him in court. I have been told on numerous occassion, several different things by USAA, as to why I can not have the official copy of the check, but mostly because they just dont have it, or that its in the BACK OFFICE, and nobody gets in there to get anything. some of the reps have said it doesnt show we have ever received it, which of course would mean they took money from my account based on something other then the returned check. Im not being un reasonable, m Im asking for what any other customer would receive if a check was returned on their account, and that is the official copy. If the official copy is not available then I would like my XXXX returned to me from either XXXX XXXX, USAA or both, since apparantly no fraud was committed, if there had been fraud why wouldnt the XXXX check in the amount of XXXX be returned as well? The asnwer is simple, XXXX XXXX XXXX is using both XXXX XXXX and USAA to in fact steal money out of my account I guess he didnt want to pay for the services rendered, and it took him 2 months to find the correct lie that XXXX XXXX would be able to help him with, to avoid paying what he agreed in the signed contract I have. Its unclear to me how somebody can admit they committed fraud, get their money back and have XXXX major banks help him do it. And toi top that, USAA is treating me as if Ive committed a crime. Again Im only asking for exactly what any other customer would receive back from the bank if they had a check returned, and that is the OFFICIAL COPY of that check, without it the XXXX banks and the wonderfully creative liar XXXX XXXX will all get away with theft. If my customer XXXX XXXX was able to get the XXXX check returned 2 months after the fact, then why not the XXXX check. and if they indeed sent the check back claiming he committed fraud against himself why would it only be on XXXX of the checks, since they were both identicval other than the check numbers and the amounts. Im hoping that both XXXX XXXX as well as USAA arent allowed to get away with this thievery since it appears to me that both banks are involved in the scam. I can provide any proof requested to prove exactly what Im saying, except of course the OFFICIAL COPY oif the check
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80260
Submitted Via: Web
Date Sent: 2016-10-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-29
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: On or around XXXX XXXX, 2016 identity theft and fraud claim was reported on a checking account in which I am a joint owner. Both myself and the other account owner made a report. In addition to the verbal report to USAA on XXXX XXXX, 2016, a police report was filed on XXXX XXXX, 2016 and a copy was provided to USAA. During the course of USAA 's investigation, USAA has frozen all accounts in which I was a sole owner, preventing me access to my money, and by locking me out of online account access, USAA has prevented me from updating other products that I have, i.e. Auto & Property Insurance, Life Insurance and investments. Furthermore, USAA sent a notice requesting that I pay {$12000.00} in overdraft fees in which I am not liable according to USAA 's Terms and Conditions. USAA 's policy states that account holders have 60 days to report fraud. The report was made well within the 60 day timeframe. In addition to the verbal report, the debit card associated with the account was reported as lost about a week prior to the fraudulent activity being detected. The {$12000.00} is excessive and goes against USAA 's written policy regarding fraudulent charge reporting. The investigation into the matter was opened on or around XXXX XXXX and as of XXXX XXXX, I have not received any information or updates about the findings of USAA 's investigation or how USAA came to the conclusion that the account holders were liable for the {$12000.00} in overdraft charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22204
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2016-09-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: On XXXX XXXX 2016, my husband contacted USAA immediately after noticing suspicious, unauthorized activity in our checking account. At this time, my husband realized that his debit card was missing, which was communicated with the USAA representative. Since we very rarely use our debit cards during the week, we do not closely monitor our checking account on a daily basis. According to our account on XXXX XXXX, the activity of check deposits ( {$8500.00} ), ATM withdrawals ( {$10000.00} ), and store purchases ( {$5900.00} ) began on XXXX XXXX 2016. The representative assured my husband that the situation would be escalated immediately and that his debit card would be frozen to prevent further withdrawals. On Saturday, XXXX XXXX 2016, I contacted USAA requesting insight on the process to resolve the issue and for a general estimate on the length of time that we would be without funds. The representative was not able to give details and suggested that we use our credit cards as a mean of funds to provide for our XXXX children and pay upcoming bills, until the issue is resolved. The following week, we continued to call USAA everyday, begging for an update on the case. Each phone call ended with a disappointment with no one being able to give my husband and me any insight or advice, which lead to an incredible amount of stress and worry. After several requests to speak with a manager or supervisor, a manager finally contacted me on XXXX XXXX 2016. She read a note in the system and informed me that we would not have access to any of our USAA accounts until our checking account was no longer in the negative. This was the same note that every other representative had read, which still did not provide us with any useful information of the investigation. At this time, our account balance was - {$18000.00}, due to the fraudulent check returns and additional transactions. When we initially notified USAA of the unauthorized activity, our account balance was {$7200.00}. Transactions were still processed, after we were reassured that the accounts would be XXXX. On XXXX XXXX 2016, I called USAA and requested to speak with someone actually investigating the case. The representative informed me that she would enter a callback request and that she would also escalate the case up to the XXXX XXXX XXXX, since it had not already been done. This was shocking to hear because we were under the impression that everything possible had been done to resolve the issue. XXXX calendar days after initially notifying USAA and after many calls and pleas for assistance, we were finally contacted by " XXXX '' from the Fraud Department. XXXX informed us that we were liable for the account 's negative status and that the investigators concluded we " provided a third-party with the debit card PIN number ''. After explaining to her that their assumption was wrong because we never provided the PIN number to any other person, XXXX continued to inform me that we were responsible for replacing the funds. The police report filed at XXXX XXXX XXXX XXXX XXXX XXXX, where my husband and I both work, stated that my husband 's debit card was stolen, after forgetting his wallet and phone at work. Until this point, each representative communicated that the bank would replace the funds, since it was fraud. We were never told that we would be reliable. Therefore, we continued to allow our paychecks to be deposited into this account, to which we thought we 'd soon have access. Due to not having access to our funds, we have been forced to miss monthly bill payments, charged returned payment fees, and have not been able to provide our family with essential needs.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20879
Submitted Via: Web
Date Sent: 2016-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-28
Issue: APR or interest rate
Subissue:
Consumer Complaint: I was given a credit card account by USAA in which I received zero percent interest on purchases until XXXX. This is now the third month they have continued to charge me interest on purchases. They have also opened another account without my permission.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-30
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-28
Issue: Making/receiving payments, sending money
Subissue:
Consumer Complaint: Was involved in a Motor vehicle accident XXXX/XXXX/2016 filed claim with USAA. Claim was paid for accident the money was deposited into our USAA checking account, However I was notifed that we was involved in a bank fraud and our account was frozen. due to the investigation. After the determination was made the bank ruled as a scam. After we informed them that our bank card and account info was released and was unknown to us. The claims department refused to re issue the amount of money to fix the damage, and is also refusing to provide ANY documentation to us so we are able to seek further help to pay for the vehicle. USAA took over XXXX from our account which was our paycheck and claim to fix the car.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2016-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-28
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: I was defrauded out of {$1100.00} when someone stole my debit card number and used it to purchase plane tickets on XXXX XXXX. I do not know these individuals whose names are listed on the itineraries. I did not make the purchase as could be determined by an IP address associated with the purchase and my location at the time. Further, I was in New York when the purchase occurred, which purchase was XXXX flights from XXXX to XXXX. I disputed the transaction and was credited back the funds, but upon investigation, USAA determined that I had authorized these purchases and was going to reverse their original credit, re-charging me the {$1100.00}. They never consulted me during the investigation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70115
Submitted Via: Web
Date Sent: 2016-09-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: About once a year since XXXX, my account at USAA gets connected with my ex wife 's account. I separated the accounts in XXXX and when these problems started I ceased all financial accounts with USAA. In XXXX, I stopped doing car insurance through them as well. At least twice I have been able to log into USAA.com and was able to see her account balances. Each time I called and was assured that the accounts were separated. Going online seemed to confirm this until the next time it occurred when the linked accounts returned. On Monday XXXX XXXX, XXXX. I received my ex wife 's debit card mailed to my current address which had changed since our final divorce decree in XXXX. Either USAA is letting my wife into my accounts or they are not safeguarding both accounts. I have no desire to receive her debit card which I 'm pretty sure is a complaint and illegal from her point of view. I view USAA 's inability to secure both my ex-wife 's and my accounts as a potential credit / identity theft as reasonable grounds to permanently remove my membership in order to prevent this from reoccurring annually for the rest of my life.
Company Response: Company believes the complaint is the result of a misunderstanding
State: TX
Zip: 79928
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Customer service / Customer relations
Subissue:
Consumer Complaint: attempted to settle for less than balance due approx. 6-7 weeks ago. usaa refused my offer & ended negotiations. I asked if there was a waiting period to call back to attempt to settle again. customer service rep stated no. I called back yesterday for the first time since my original attempt & rep refused to speak with me stating I was n't eligible at this time. I asked what that meant, rep refused to disclose reason. I requested supervisor & was refused. I warmly disconnected, called back to reattempt to find out reason I could n't settle, & a second time I was told the same thing. I requested a supervisor call me back, I still have n't heard back. My complaint is I 'm trying to settle debt and usaa refuses to speak with me about it. I do n't understand why as there is no pending litigation & no cease & desist order in place.
Company Response: Company believes the complaint is the result of a misunderstanding
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2016-09-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2016-09-27
Issue: Fraud or scam
Subissue:
Consumer Complaint: USAA advertised to me, a veteran of the XXXX XXXX that a pre-paid card would turn into a regular credit card after one year of giving them {$1000.00} and letting them hold it without interest and {$240.00} in fees. It did not turn into a regular card even though credit was fixed and they decided to change the agreement. I 'm growing weary of this bank which has been so predatory of military veterans
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33606
Submitted Via: Web
Date Sent: 2016-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No