Date Received: 2015-10-16
Issue: Using a debit or ATM card
Subissue:
Consumer Complaint: My husband noticed XXXX dollars was withdrawn from my checking account through my debit card but my ATM card was not stolen. I had it on my person, but I never made these withdrawals. It was XXXX increments of {$600.00} for a total of XXXX. It was XXXX different locations of ATM machines in our same town of XXXX, TX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75238
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-16
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I am filing a complaint against USAA Federal Savings Bank. On the morning of XXXX, I looked into my online banking and noticed I have XXXX unauthorized transactions on my account # XXXX. The XXXX transactions are {$1000.00} and {$990.00}. I called the bank right away around XXXX XXXX at the same date to report this. On XXXX when I got more detail about the transactions I called XXXX because the money were sent to someone named XXXX XXXX at XXXX. XXXX 's fraud department manager XXXX was able to find the transactions and found XXXX XXXX ' XXXX account was involved with fraudulent activities. Here is the direct quote from his letter to USAA ( I also can provide the whole letter if needed ) '' We investigated the transactions and found that the transactions were initiated by someone who had access to XXXX XXXX 's online banking. The XXXX Account that received these funds has been confirmed to be engaged in malicious activity, resulting in a permanent restriction of our services to them. I can also confirm that there are no apparent ties in between XXXX XXXX and the XXXX Account Holder that received these funds, meaning that it is highly unlikely this is a case of collusion. '' However, USAA called me back eventually and told me this is a scam. And if they ca n't retrieve money from XXXX, we were held liable for the loss. They said I am liable because I authorized these transactions. I asked how you can show I authorized the transactions such as which device they were initiated from but they could n't provide me with an answer. So I was accused of stealing money from my own account and they ca n't provide me any proof. Thus they used this to deny to reimburse me back. I request an appeal but they said the case was already reviewed twice and they refused to look into again. Therefore I am bringing this to legal actions. I feel this is the only resort left to get my money back. I am also filing wrongful accusation, negligence, breach of fiduciary duty, and incompetence against USAA based on the grounds below : 1 ) USAA accused me I was trying to scam money from my own account but at the same time they refused to show me any proof. ( Phone conversations happened XXXX around XXXX ). 2 ) USAA would n't do anything to stop further loss when I reported the unauthorized transactions. I have to request to transfer the money out and block my online access so the criminal ca n't continue to access my account. And they still keep my account 3 ) The investigation was not done thoroughly. They never contacted me or XXXX for any questions during the investigation. I contacted XXXX myself and they pin pointed the fraudulent activities. I also confirmed with XXXX that USAA never contacted them in regard of this. I was called XXXX ( XXXX ) by investigator XXXX from USAA saying that she just started the investigation and she left that day around XXXX. The next business day around XXXX in the morning she called me and saying the investigation was done and I was liable. They also told me they were trying to retrieve money from XXXX but nothing was done. The bank 's mobile app had security flaws and I believe this could cause someone stole my information and money without my acknowledgment. I have detailed proof on this and I can show upon further request. I reported this problem to USAA and they told me they were going to look into it but I never hear anything back after that. 4 ) Each time I called USAA I got transferred at least XXXX XXXX XXXX times and I still ca n't reach to the right person. The reps on the phone were contradicting each other each time I called. They also told me I should get a result with in 48hours but I was called the XXXX time after 53 hours that they just started the investigation. When I asked to speak to a supervisors then they just hang up on me every time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2015-10-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-15
Issue: Credit card protection / Debt protection
Subissue:
Consumer Complaint: I filed a dispute with my credit card at XXXX and they " lost '' it saying i " lost '' my rights. Then I got a phone call saying since they found it, they would be re-asserting the dispute process. I got my money back and confirmation in writing that the final dispute had been decided in my favor back in XXXX. Then, in XXXX they are saying they are going back on their initial decision, but I was already told since they lost the initial dispute and we were still in the time frame and the merchant did not respond that the money was mine permanently. At this late date saying they went back on their final decision seems suspect -- -the letter dated XXXX XXXX, is more than two months after the final chargeback was made. It is an illegal abuse of th dispute process. The doctor lied about me and said my dispute was illegal, which is n't true. He made up something in his head that should not affect your decision. To go back on your initial decision and then hold me responsible over XXXX months later. XXXX has repeatedly lost my disputes and they admittedly lost this one as well. However, the final chargeback was issued already. This is an illegal use of the dispute process. I do not owe the {$1000.00}.
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 90036
Submitted Via: Web
Date Sent: 2015-10-20
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-14
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: Conituous calls to collect debt that is over card limit? I am current on payments and have NEVER been late for tha past ten years. But they call from " Collections '' asking how I can resovle my debt. I ask am I late? Did I miss a payment? The answer is no " But '' its over the limit and want to know if i want to make a plan or arrangements to get the amount below the allowed credit limit?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85338
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-14
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: i received an email offer from USAA that stated if I setup direct deposit of XXXXand it totals XXXX or more o would receive a XXXX cash incentive XXXX. I accepted the offer prior to the deadline but it would not work correctly on the website. XXXX I called and spoke with several representatives and was told that there were issuew with the website. So I explained to the rep what I called for and I was INFORMED THAT DUE TO ME ALREADY HAVING A SAVING ACCT with them that I do not need to setup a new checking acct I can setup my direct deposit to my current savings acct and I would qualify. The rep assisted me in setting up the direct deposit. I called back a few days later and spoke with a rep and they confirmed that everything was setup correct and I am qualified for the incentive. When I did not see the deposit at the time I was informed it would be in my acct I called the bank that then I was told I do not qualify for the XXXX incentative. I have spoke with over XXXX representatives about this issue and no one wants to honr that I was given incorrect information and that they should honor what was told to me. I asked the representative can they pull up the recorded phone conversations and all of them stated that they have no way of retrieving the conversation. I am not the only customer with this issue of being told incorrect information. If you look at there XXXX Service Board there are other individuals that are upset about being given incorrect information and not receiving there XXXX dollar incentive as promised
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28269
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-14
Issue: Deposits and withdrawals
Subissue:
Consumer Complaint: I have XXXX unauthorized transactions for about {$2000.00} taken from my account and here is what happened so far. 1. Usaa would n't do anything to stop further loss after I reported it. The second transaction was still pending and they did n't stop it. They even would n't freeze my account and the perpetrator could continue transferring money out of my account. I ended up transferring what left to other account so I do n't lose more money. 2 XXXX Their system has security flaws. Logging on the phone app wo n't give you any notification. After I changed my password I can still log in on my phone by just entering the pin. They even did n't ask for the new password! I called and they opened an XXXX ticket. Also if you use a smart phone, use the smart phone 's web browser and log in to usaa and it would n't give you any notification for logging into a new device.3 ) they violated federal regulations their own banking agreement. My money was sent to XXXX and I called XXXX myself to look in the transactions since usaa wo n't do anything for me. XXXX was being very helpful and they pin pointed they are fraudulent transactions and they ve sent the findings to usaa. However either I or XXXX can even get a hold my investigator. It took me about 2 hours today just to get hold her voice mail! However I also talked to a senior rep today and she told me even it is fraudulent charges they wo n't reimburse me if they ca n't get the money from XXXX and it is my loss. After consulting my lawyer, he told me usaa has to pay me back if I reported the unauthorized transactions within 2 days and I am liable for {$50.00} the most under federal regulations XXXX and electronic fund transfer act. I reported the next day when the transactions happened. I also found the same policy written on their own banking policy page XXXX under " unauthorized transactions '' and I have talked to at least XXXX different XXXX from USAA and nobody ever told me anything about it. 4 it takes forever to talk to the right person and even you did it is the voice mail. My phone calls with usaa has been at least one hour each time and got transferred at least 5 times. At this point I think this is intentional so I will give up fighting to get my money back. 5. They contradicted themselves each time I called. I was told first within 48 hours I will have a result. But after 53 hours the investigator told me it just hit her desk. I got called saying the case was closed within one hour after that. But I also got told the case is still under investigation from other rep. At this point I really do n't know what 's going on and I do n't think they would do anything to refund my money. 6 ). the investigator finally called me and told me itis fraud and they ca n't get my money back until they get money from XXXX. And so far I do n't see they have done anything to retrieve the money from XXXX either. This is a violation of # 3 again- as long as the transactions are unauthorized and I reported within 2 days they ca n't hold me liable for more than {$50.00}. They also told me because I had to change my online password a week ago before this happened, then itis my fault. I simply forgot my password and I had to reset it but the bank said because of this and that 's why my account got hacked. And that 's why they refuse to reimburse me. For one they had no proof these XXXX events are related ; second even it is true, they ca n't refuse to pay me back under regulation XXXX I guess I can never reset my password then. I think their system has security flaws which I can prove a few and then the hackers got into it but then I am to blame for the loss ( because I have money in my account? ). 7 ) I am so fed up on all this and they are just playing the phone games with me now- either got hold forever or transferred to voicemail. I want other consumers to learn from my experience.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 64114
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-13
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I have been receiving repeated calls, XXXX to XXXX times daily for about two months from a number out of the US. The caller never leaves a message. I will not answer any calls that I do not know. This company comes up on the caller id as area code XXXX.USAA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 758XX
Submitted Via: Web
Date Sent: 2015-10-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-12
Issue: Problems when you are unable to pay
Subissue:
Consumer Complaint: I had a $ XXXX Home Equity loan taken out with USAA.com five years ago. The interest rate I received at the time for the loan was 4.49 %. This month, the HE loan was converted to a fixed-rate loan, as had been expected after the first five years. What was not explained to me was that they bumped up my interest rate by 250 %, to 10.35 %!! When I asked about this possibility several months ago, I was told it would " depend on market conditions. '' Clearly, interest rates have not doubled since I took out my HE loan, and nothing else about my credit history ( which is excellent ) has changed! I 've been the victim of 'bait and switch '.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93065
Submitted Via: Web
Date Sent: 2015-10-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: Yes
Date Received: 2015-10-12
Issue: Billing disputes
Subissue:
Consumer Complaint: I have contacted USAA several times about changing the payment due date on my credit card. Every time I call, the representative says that USAA has not yet authorized " the system '' to allow for payment due date change requests. I have always paid on time and have a good credit score above XXXX. I am working for a company that pays me on the XXXX and the XXXX instead of the XXXX and the XXXX. I need to be able to pay my credit card bill with my paycheck on the XXXX but my credit card due date is the XXXX of each month which if I do n't pay by the XXXX, I will incur late fees. USAA does n't ever explain why they wo n't allow a change to the payment due date, I am just told by the rep that " management has not yet authorized it ( payment due date changes ) ''.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97224
Submitted Via: Web
Date Sent: 2015-10-12
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2015-10-10
Issue: Account opening, closing, or management
Subissue:
Consumer Complaint: I applied for a job online through XXXX the temp agency and there was a job on there called XXXX which is a job you do working from home and they sent me checks stating that I had to deposit it mobile into my USAA account to buy products and that I had to send them {$1000.00} on XXXX XXXX 2015 and {$1000.00} on XXXX XXXX 2015 once the money came available in my account. I went to XXXX XXXX to send them the money back. When I tried to use my USAA card for personal items for myself out of the money I had in my account before that money from that job got in there it said not available when I swiped my card in the store and I tried to access my USAA account it said account restricted and I called and they told me that my account was froze and they are going to be ending my service with USAA because of the checks I deposited I tried to explain to USAA that I got a job offer online and I did not know it was a scam and I did not know something was wrong with the checks they gave me but they were not hearing me out, they told me they would send me a letter in the mail with their determination an every time I would call back to explain myself myself about it all the representatives would tell me they could not see my account and that there was a note on my account. I 'm young and took a job offer because I was seeking another job I did n't know that the job was n't legit and I feel USAA should have known something had happened because I never had any issues with my account with them. They also said it was different checks I only have XXXX checks and the job XXXX could have hacked my account because they were supposed to be a company from XXXX and opened a new building in XXXX Florida. I have never been in a situation like this and can not afford to pay back all that money to USAA. I 'm having a hard time with this right now because I have never experienced something like this and the job really seemed real. USAA also stated that I called multiple times but I only called three times and that 's when I was trying to explain to them my situation so someone was using my information is what I 'm assuming. When I called I was crying and ect. Because no one would help. An when I talked to a man he transferred me to a lady saying she was the one handling my information I was like I never even talked to a lady about handling anything so it seemed like another person was calling also. The person who was hacking my account realized that they could no longer access my account. I just do n't know what to do. USAA just was giving me the run around and they should have realized something different was going on with my account and something was wrong. I 'm young and they just took advantage of me and it 's hurting me that people would do things like this. USAA should know from the time I got my account nothing like this ever happened and my account never had this much funds the most I 'll have is $ XXXX {$200.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2015-10-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No