Date Received: 2023-08-05
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: Scammed on USAA/XXXX Within the Banking Institution as a Third-Party App I have tried to dispute the transaction and reported a financial crime but the money was not returned. I was scammed out of {$900.00} when the recipient added an extra XXXX to the transaction ( {$1000.00} instead of {$100.00} ). They used my phone to add the email address and by the time I noticed it the next morning, it was too late and they stopped returning my calls and texts. " Weve completed our investigation and determined an error didnt occur for the following reason : XXXX XXXX XXXX XXXX has confirmed that the funds were sent and applied to the account that was registered to the email entered at the time of the transfer. The recipient received the credit on XX/XX/2023. The external bank has denied our request for a return. '' https : //www.consumerfinance.gov/about-us/newsroom/cfpb-report-identifies-issues-with-increased-servicemember-use-of-digital-payment-apps/ " If you send money to an email address or U.S. mobile number for someone other than your intended recipient and the wrong recipient isn't willing to send the money back to you, call us at XXXX ( XXXX ). There's no guarantee that we'll be able to get the money back if it has been sent to the wrong recipient due to member error, such as a keystroke error or typo. '' Problem : XXXX {$1000.00} Transaction ( {$900.00} Stolen )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92116
Submitted Via: Web
Date Sent: 2023-08-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I reported a scam, USAA still blamed me for the scam. They made only one attempt to contact me this week, and even after returning the call with the representative twice a couple days afterward, I received no response. They then abruptly closed my account with no explanation. I reported the fraud and they are taking credit and saying the check was returned after I requested it to be stopped. They called me once. Left a voicemail instructing that I call them back, but when I did no one answered and no one called me back. They abruptly closed my account even though a police investigation is pending.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78745
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: XXXX XXXX I called USAA Savings Bank for information on fraudulent activity on my bank accounts. I reported that I received calls and security codes on my phone from USAA. They stated that they made no calls and immediately closed my banking services and exercised their right to do any future banking with me. I appealed several denials to investigate and restore my service. In one of the calls I made to USAA to find out what was going on, a banking representative stated that I was denied banking due to a report I made to them in XXXX stating that I had been defrauded in romance scam. I immediately appealed that this report was fraudulently made and authenticated by USAA who may have given access to the imposter to my account and banking profile. I asked for the date and transcript of the call and received no response. I did however transaction by transaction contest all unauthorized transactions made to my accounts. Within 7-10 days there was a statement from USAA making permanent credit reversal of most transactions. As far as I am aware USAA did not reverse an unauthorized transaction to my account made in XXXX on my ATM. I was not in XXXX, had possession of my ATM card and did not authorize the small purchase. It may be somehow due to USAAs compromise of my account, cards issued and profile in XXXX. I was a 30 year banking client of USAA with a very good record. Today all my personal identity information except my passport have been compromised. I have taken all steps within my power to protect myself. Due to this situation, I will have to engage services to audit my credit and accounts for the rest of my life. I would like USAA to be transparent and held accountable for any breach they caused which has resulted in my identity theft, whatever is deemed appropriate. Thank you for your time & effort. Please call or email for any questions. XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 553XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX my USAA Savings account was overdrawn for a " Check Adjustment Debit '' in the amount of {$840.00}. Was informed the disputed deposit is for a check deposited back in XXXX of XXXX almost a year and half ago. Reached out to USAA for clearer clarification on the disputed transaction and asked for any kind of help for it to be resolved in my favor as I'm not clear on exactly what happened and who the disputing party is. I'm unable to go back to my online deposit history that far back. Had been receiving almost daily phone calls to get the account to normal status even though it had just occurred at a very inconvenient time. Informed them I planned on filing a complaint and the aggressive calling ceased.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78801
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Dear madam, sir... My identity was stolen and someone opened a fraudulent credit account with USAA Savings Bank for a {$12000.00} line of credit. Most importantly, I am NOT a member of the military nor is anyone in my family. This acxount should never have been opened! I did not have any knowledge of the account nor did I give any consent on my behalf. The account was active for a period of 7 years ( from XXXX ) and I only discovered it when I got my first ever credit report in XXXX. I did not benefit in any way shape or form from this fraudulent account and the line of credit associated with it. I immidiately disputed the account and activated a credit freeze with all 3 credit bureaus as well as fraud alerts. I have contacted USAA many times over the last few years pertaining to this issue and they have verified an account connected to my name and my social security number in their database. However, Ive had two other non related instances of identity theft against me since XXXX so I have been trying to get the account disclosure information mailed to me from USAA so that I can turn that info over to my local law enforcement agency for investigation but they have been no help at all and have taken ZERO accountability for their part of the crime that they facilitated. Since XXXX of this year i have called USAA 5 times to explain to them that I can not verify my identity on their website as they require to release any info to me because I was not the person who opened the fraudulent account and the phone number that was initially added to the account dosent match mine. Obviously. But each time i call back I have to explain the whole situation over to a new person who ultimately refers me back to the verification website cycle that im stuck in. I ask to be connected to their fraud dept only to be put on hold and connected to another employee who handles credit accounts and not fraud. I am the victim of fraud that USAA should have prevented. Their unwillingness to help and to take any accountabilty is unexceptable and so very frustrating. Im desperately filling out this complaint in hopes of getting the attention of someone with USAA who is willing and able to help me out and give me the solid answers and information that I am lawfully entitled to by law as a consumer. Thanks in advance. Sincerely, XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 703XX
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-03
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I have two credit cards showing on my credit report from USAA, however, neither of these accounts are mine. I have a relationship with USAA, but only as the provider for my checking / savings accounts, never as a credit card servicer. The credit cards were likely a result of identity theft, as the address on the account was an address I have not used in several years ( XXXX XXXX, FL vsXXXX XXXX XXXX FL ). I have spoken to USAA in depth about these accounts ; they have assured me they would be removed, but to date, they have not been removed or adjusted to reflect a dispute. This is preventing me from getting credit with anyone, including USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33880
Submitted Via: Web
Date Sent: 2023-08-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: my name is XXXX XXXX XXXX XXXX. I am a XXXX XXXX XXXX living breath XXXX born in the XXXX XXXX there fore I am afforded all of the rights put in place by our governmrnt and gaurenteed by my citizenship This Complaint is NOT A DUPLICATE I repeat THIS COMPLAINT IS NOT A DUPLICATE.In order for a complaint to br duplicated there would have to have been a finding of XXXX a proper investigation would have had to be don for wich neither has taken place .It is my legal right to ask for evidence used against me wich i have done so on numerous occasions, but my request for evidence has been repeadetly ignored wich is a violation of my rights by USSA , and the credit bureas XXXX. XXXX*My credit report shows 2 late payments more than days late ****MY COMPLAINT IS THE DATA FURNISHER IS REQUIRED BY LAW TO PROVIDE ME EVIDECE OF AN INVESTIGATION AND IF THE CFPB WILL LOOK BACK THE WILL FINT THATS I HAVE BUT NOTHING HAS EVER BEEN FROVIDED IF THE CFPB LOOKS BACK I HAVE ASKED FOR EITHER THE APPLICATION WHERE I APPLIED TO BE JOINT ON THIS ACCOUNT OR AUDIO WHERE I VOCALLY REQUESTED TO BE JOINT, AND HAVE NEVER BEEN PROVIDED .i WAS ASKED VIA A VOICE MAIL MBY A MEMBER OF USSA SUPPORT TO CALL THEM I DID SO OM 3 SEPERATE OCCASIONS AND LEFT VOICEMAILS BUT NO FURTHER CORRISPONDANCE CAME FROM MY ACTIONS cfpb I AM AWARE OF MY RIGHTS AND THER HAS BEEN CLEAR UNDEBATABLE VIOLATIONS MADE TO MY RIGHTS BY USAA. CFPB ALLOWING THIS FILE TO REMAIN ON MY CREDIT REPORT FURTHER VIOLATES MY RIGHTS, AS I WAS EXHAUSTED ALL TIME AND ACTION REQUIREMENTS ASKED OF MYSELF THE CONSUMER TO BE IN THE CLEAR TO REQUEST THE REMOVAL. i ASK THAT YOU ASK THEM TO REMOVE THIS FILE IMMEDIATLY AND I WOULD BE MUCH ABLIDGED IF YOU WOULD SEE FIT T GRANT MYSELF THE CONSUMER A MONATARY PAYMENT PER VIOLATION AS STATED IN THE FCRA BEING THE ELONGATED DAMAGE AND REJECTION THIS FILE ALONE HAS COST ME .THANK YOU IN ADVANCE SO JUST SO WE ARE ALL OF THE SAME PAGE cFPB A FAIR RESALOUTION IS THAT USAA EITHER PRODUCE A COPY OF MY APPLICATIN FOR JOINT ( THEY ( CREDITORS ) DO NOT JUST GO AND MAKE RANDOM OR EVEN REQUESTED PEOPLE JOINT MEMBERSHIP TO AN ACCOUNT FITH OUT FIRST APPLYING. THEY EITHER PRODUCE A COPY OF MY APP WITH MY SIGNATURE OR AUDIO OF ME VERBALLY APPLYING OR REMOVE THE ACCOUNT FROM MY CREDIT REPORT PER MY RIGHTS GRANTED IN THE FCRA
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-04
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: CFPB marked complaint # XXXX as closed based upon company 's response. USAA responded to the complaint stating in short USAA was not notified of your husbands passing until we received notice through public records on XX/XX/2023. On the same day, a condolence letter was sent along with a request for a copy of the death certificate and a signed letter of instruction. On XX/XX/2023, a debit from XXXX XXXX in the amount of {$1400.00} posted to the checking account ending in XXXX, which left an available balance of {$420.00}. There was also a debit from XXXX XXXX XXXX REVERSAL in the amount of {$1700.00} that posted to checking account ending in XXXX, which left an available balance of {$36.00}. It is important to note the reversals were submitted by XXXX and XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. On XX/XX/2023, a debit card transaction associated with checking account XXXX was attempted at the United States Postal Service but was declined due to insufficient funds as the available balance was {$36.00}. On XX/XX/2023, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$2300.00} debited the checking account ending in XXXX, which left a negative balance of {$1300.00}. On the same date, a debit from XXXX XXXX XXXX REVERSAL in the amount of {$590.00} posted to Youth Spending Account ending in XXXX, which resulted in a negative balance of {$180.00}. It is important to note the reversals were submitted by XXXX XXXX and any concerns with the reversals would need to be addressed directly with them. There was activity in an individual checking account belonging to your husband ; however, we are unable to release information on the individual account until USAA receives the requested documentation. During conversations you had with USAA FSB on XX/XX/XXXX, and XX/XX/2023, you were correctly advised that USAA FSB is mandated to follow banking regulations regarding government reclamation processes and procedures. XXXX XXXX, we completed a thorough review of your accounts, and we were unable to substantiate any errors or wrongdoing. The reversals from your accounts were done by the agencies listed in each transaction. You would need to speak with the agencies involved to discuss the reclamation process and to provide you with any forms you may need to complete. MY COMPLAINT : Since this information was provided as being accurate USAA needs to provide the documented proof of the reclamations as they have claimed in the response to have had. Fiscal Service form 133 " Notice of Reclamation '' by each agency is sent to the RFDI which is USAA requesting the funds to be returned. USAA, if acted in response to the notices should have no issue with providing documentation as a response to this complaint. However, if no reclamation was made then USAA has thus in an attempt to delay proper response has provided untruthful information. I have spoken with the agencies and also an agent of USAA on XX/XX/2023, when I was advised by all that no reclamations/recalls were on my account nor sent to USAA. Now, after numerous complaints to USAA and other agencies, USAA has failed to assist me in locating a " missed Deposit '' to my child 's account as of today XX/XX/XXXX. One of my children 's account was credited accurately, the other child 's account that was also reversed my USAA now all of sudden is missing a deposit. When I called today I was informed my the USAA representative " You will just have to wait ''. As of today, XX/XX/2023 at XXXX that child 's account funds have not been deposited. Hmmm Guess I will just have to wait. Welp I will wait for that and copies of accurate not altered " Notice of Reclamation '' forms from XXXX, SSA, and the VA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 244XX
Submitted Via: Web
Date Sent: 2023-08-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I informed USAA via email, fax ( XXXX ) XXXX and 1st Class Mail on, XX/XX/2023 this is my official notice that I cancelled my USAA checking account with your USAA Federal Savings bank, effective immediately before XX/XX/2023. I also changed my Direct Deposit from the Veterans Administration portal from USAA to another financial institution prior to receiving my VA Compensation deposit on XX/XX/2023. USAA is in direct violation of the Automatic Stay pursuant to : Bankruptcy protection XXXX XXXX XXXX XXXX. : XXXX filed XX/XX/2023 XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-08-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: In my initial report ( XXXX ), The information that your staff reviewed and provided was inaccurate. If your staff conducted a thorough review of my account history and call logs, they would/should have noticed that the {$25000.00} mobile deposit was on XX/XX/XXXX, the same day that I reported the fraudulent activity/scam, and not on XX/XX/XXXX, as claimed in your response. USAA 's decision to reinstate my account for full access and reestablish a business relationship with me took place on XX/XX/XXXX, after I was contacted by the CEO 's office to notify me that after reevaluating my claim, it was concluded that I was not involved with the fraudulent activity and overturned the decision of me being liable. Which was not noted on my account. They also denied my resolution for reimbursement for money ( {$9200.00} ) lost to the scam, stating that I was reimbursed {$5600.00}. I was issued a check for {$3000.00}, which was the balance after charging off {$2600.00}. What about the {$3200.00} that was accumulated in my checking account while the account was locked?
Company Response: Company believes complaint is the result of an isolated error
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-08-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A