Date Received: 2023-08-28
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I opened a bank account with USAA on somewhere around XX/XX/2023 in the amount of {$10000.00}. On XX/XX/2023 when my fund should have been available it showed me that my funds were currently unavailable. I called when the next business day they were opened. They informed me that I am under investigation for fraud. I asked them for what reason did they have to put me under investigation. That my accounts have been closed because USAA decided they do not want to do business with me. They said they could not tell me as it is an investigation. I called several times after that trying to get information or my money. They advised me there is nothing they could do and they don't have any other information other than my account was under investigation for fraud and I need to wait 60 days to get my money. I asked XXXX speak to a supervisor and they told me this was the highest I was going to get and the investigation department would not speak to me, they don't take calls. Reluctantly, I obliged because I had no other option. I called day 60 to make sure the process was moving along and request my checks. I spoke to a woman in the fraud specialist department on XX/XX/2023 and she told me yup they will be moving this along because the 60 days are up and the checks are being prepared today and would go out in the mail the next day which was a Friday. Here it is Monday XX/XX/2023 calling to check to see if the checks were actually mailed and they were not. Before XX/XX/2023, the fraud specialist people would not let me speak to a supervisor or escalate my call, but now the specialist told me she needs to escalate my call and then hung up. I am beyond mad. This company is lying to me first of all. When I spoke to that woman on XX/XX/2023, she told me that the institution that the funds came from ( XXXX XXXX ) are the ones who flagged the deposit as fraud. So of course I call them, their fraud department said I dont know why they would tell you that because we did not flag this as fraud. We even gave them a confirmation number. If there was a concern for fraud, they would not release the funds let alone give a confirmation number. Not only that, I started doing research and it seems like they held my money longer than there were allowed to. Also, they are telling me today that they checks were not sent and then they keep hanging up on me which is the third time I called.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 95823
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I received a check in the mail which turned out to be a fraudulent check and it was deposited and my bank wants me to repay this amount.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30032
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
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: My family and I were on vacation in the XXXX XXXX and were told that we were purchasing " part of a travel agency '' who's parent company was XXXX or XXXX. We got home a researched them and realized that they completely misled us with blatant lies. We asked USAA to stop payment immediately and disputed the transaction. We tried to get the vendor to refund us, but since it was their intent to misled us and rip us off, they did not refund our card. We told USAA representatives that they were actively deceiving us and could not be trusted. USAA told us that the vendor had signed paperwork from us, which is correct. However, we signed this under the assumption that they were part a reputable U.S. company XXXX XXXX XXXX XXXX which again is how they got us to sign. They are liars and looked to deceive us from the start. We informed USAA of this and they refuse to help us.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44240
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-28
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We received a text from XXXX XXXX asking for a door installation service. We agree to make business, he send us a check from this XXXX XXXX and send more amount, as the difference was supposed to be delivered to the supplier. We send XXXX the supplier vis XXXX and XXXX XXXX but then the check was returned because it was found altered. We communicate to this person what happened and now he is trying with the supplier to return the money. I told him this is fraud and now he ask to not report as the other person will return funds. Furthermore, we receive another similar business request but without sending funds. This person paid with a check from a company, saying he works for the company. He also wants part of the funds for some carpinter that will be working in the house.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33578
Submitted Via: Web
Date Sent: 2023-08-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: In XX/XX/XXXX XXXX XXXX XXXX in XXXX, XXXX had a serious hack of their servers. In XX/XX/XXXX there was an email saying student and employee information was found on the dark web. They advised they would be reaching out to those whose information was found on the dark web. They have not reached out to me or other alumni I've seen posting about their fraud issues. I noticed fraudulent charges on my USAA credit card and was able to flag that and receive a new card. It was a temporary hold for a larger amount. The credit card attempt was only declined on my account because the identify thief could not confirmed my address since I recently moved. I continued to replace all cards I've ever used to pay tuition or fees with XXXX XXXX XXXX. When attempting to freeze my accounts with the three credit institutions I was unable to confirm my identify at first with XXXX because apparently someone tried to take a mortgage out with my information in XXXX and I said this was not related to me, thus not letting me verify my identity. I have never tried to take out a mortgage at any time in my life. I still have not received notice that my information is on the dark web but since the mortgage issue and my card has been affected I know my SSN and likely the last 10 years of my information with XXXX XXXX XXXX is out there. Related : My Spouse had fraudulent charges on their card that was listed with the University and we have enrolled in credit freezes and XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85014
Submitted Via: Web
Date Sent: 2023-09-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I did a Mobile deposit to a new USAA checking account # XXXX. The transaction posted on XX/XX/XXXX. This was a check for $ XXXX from XXXX XXXX XXXX XXXX issued on XXXX XXXX XXXX XXXX . Understandably the funds would not be available until transaction cleared. USAA stated that the funds would be arbitrarily held until XXXX. I contacted the bank for an explanation. They would not release the funds for 10 days. This is absurd abuse of banking practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 841XX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-25
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I received no statements from USAA from XXXX - XX/XX/. They did send me past due notices. I called the company and no one knew why this was happening. I began sending letters to the CEO asking what was going on ( copies available on request ) There was only a form letter response. When a statement did arrive it included late fees and penalties. I wrote again and again only received a form letter. Finally, I filed a complaint with you. They responded to you. However, their response does not take into account the eight months without any communication from them. All they needed to do was answer my initial letter with an explanation and an apology. This could have been settled in XXXX. Instead it went on and on with me owing more every month even though I haven't used my card at all this year. USAA has stonewalled me, shown a lack of training among its representatives and dismissed my attempts to find out why they were adding to my bill as if they were unimportant. Their inability to communicate meant that they kept adding fees without any reason, even after I reached out to them. Oh, by the way, they wouldn't let me into the website because the automated system wasn't programmed to send a text to non-US numbers. This disaster is their fault and they need to fix it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I lost my job as a nurse due to downsizing. I contacted my bank USAA which I had a personal loan through. I was guaranteed that if I make my late payment on XX/XX/XXXX or before I will not be reported for missed payment. I made my payment over {$1000.00} on XX/XX/XXXX and they still reported me. Nothing but greedy liars.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60046
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XXXX XXXX charged my extremely high insurant rates so I canceled my XXXX Homeowners insurance. XXXX XXXX owed me a refund of {$8900.00}. They refused to deposit it into my USAA checking account and said they needed to send me a check, by-law! 10 days later I received the check. I did a mobile deposit into my checking account on XXXX XXXX USAA Banking is refusing to release {$6400.00} back to me. This money is needed in order to pay off the new insurance I had to acquire after I had to terminate XXXX as my insurance holder. They are citing that I had prior returns as the reason why they will not release the money back to me however those mistakes were due to their banking errors and no fault of my own. I want the immediate release of my funds and I want USAA to reimburse me for late fees and interest that I am occurring as a result of the holding money that is rightfully mine. Since they are refusing to allow me to use my money I want sanctions and any negative action documented and reported against them as poor business practices. This is outrageous that they feel they can hold money that they took from me and had to return it to my by law and are now NOT allowing me to use my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WY
Zip: 82601
Submitted Via: Web
Date Sent: 2023-08-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-24
Issue: Fraud or scam
Subissue:
Consumer Complaint: Its a follow up on pervious case XXXX The case is about a fraud case. USAA responded to me confirmed me that the bank account I sent money to didnt exist at all, so the scammer gave me a wrong number which is a good news to me. From my side XXXX XXXX said the intermediary bank confirmed my money has been sent to USAA bank. If the recipient and information is not correct, the money should be refund to my account, however its a month already, USAA bank didnt response to XXXX XXXX enquiry, nor refund the money to me. So now USAA bank is holding my money. Here are the transactions details : XXXX XXXX USD XXXX XXXX XXXX USD XXXX Recipient name. XXXX XXXX XXXX XXXX hope this will help USAA bank to locate the transaction in enquiry and response to XXXX XXXX immediately, and then refund the money to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State:
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A