Date Received: 2023-07-07
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: I bank with USAA Federal Savings. I have checking, savings, home, auto, Medicare supplemental insurance, all my banking needs. I have been with them for over ten years. Over the course of the ten years their customer service has completely evaporated as they transitioned to an online bank. On XX/XX/2023 I reported fraudulent transactions on my XXXX XXXX Credit Card. Its my card and my wife and son have copies as authorized users. The fraudulent transactions were only on my copy of the card. I went on The USAA App reported the fraudulent transactions and they canceled my card and said they would XXXX a new card ASAP. Since its is now XX/XX/2023 and there is no resolution to my account problem, let me make a long story short. USAA froze all three copies of The Platinum Credit card, I can not get money from it on the app, I can not pay the monthly bills and to this date I dont have any replacement cards. I call almost everyday and get multiple stories, unfulfilled empty promises, zero empathy, less than zero customer service including from supposedly senior banking officials and often time rude behavior. Mu average time on a call to their customer service center is 2 plus hours and NO, ABSOLUTELY NO RESULTS. The worst part is they wont say why or how this happened. They stonewall, lie, obfuscate and generally try to wear you down. I cant tell you how many times Ive been guaranteed my cards would be in my hands in days. Just so you know I filed a complaint to The FDIC and they forwarded it to you saying USAA fell under your jurisdiction. Please help me resolve the rude, inconsiderate and incompetent problem. Thank you for your time and consideration.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06877
Submitted Via: Web
Date Sent: 2023-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I accidentally set up a XXXX fee payment for XXXX on XXXX. I called my bank ( USAA ) immediately to stop the payment because I was selling my condo. After I sold my condo ( after two weeks ) USAA made a XXXX payment from my account on XX/XX/XXXX. They said they couldn't stop the payment but once it is posted they would get my money back. But it turned out it wasn't as they promised me. After it is posted to my account they didn't refund my money back. They told me to contact the merchant. However I contacted the merchant many times but they aren't returning my money either. I believe USAA is the responsible party because I called USAA many times to stop the payment. But they didn't. They basically gave away my money to the XXXX. Now I can't get it back. I didn't receive any services in XXXX from XXXX, because I sold my condo on XX/XX/XXXX. I provided closing documents and post conveyance from the closing agent that states, that money needs to be returned to me. USAA needs to correct their mistake. I trusted USAA and therefore I kept my money there. Basically, they gave away my money to a merchant I didn't receive any service for XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32246
Submitted Via: Web
Date Sent: 2023-07-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
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: XX/XX/2023 at XXXX a purchase was made by my son without my permission. I try to cancel the order and the order was delivered. I return the equipment to USPS due to post office doesnt accept it, usps lady said we dont give receipts well let the driver know the lady took the box. Their no receipt to delivery and the guy at USAA demand tracking number usps doesnt provided tracking numbers for returns due to the lady at the usps only for sending packages not for returns per the usps lady. Order number : XXXX -- Order date : XX/XX/2023, XXXX -- Disputed amount : XXXX USD -- Payment type : XXXX -- Account number : XXXX -- Items in order : 1 of ( XXXX XXXX XXXX XXXX Headset with Controller, Adjustable Lenses & Speakers from XXXX, XXXX x XXXX LCD Panels, for Gaming, Ergonomic Design, 4 Cameras, Compatible with XXXX & XXXX XXXX XXXX ) for XXXX USD
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76543
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/XXXX & XXXX XXXX mine and my wife 's checking accounts were hacked when 2 unknown parties were able to open up accounts and transfer {$2500.00} and {$2400.00} out of our checking account via XXXX without our authorization. USAA investigated the issue and originally ruled in our favor on XX/XX/XXXX, restoring access to our accounts and XXXX refunded us the money. My wife moved the funds to another internal checking account within USAA just to keep it safe. Then on XX/XX/XXXX, USAA shockingly reversed their decision and not only rescinded the refund, but also charged us an additional {$5000.00} to the checking account my wife transferred the funds to leaving both checking accounts with a negative balance of thousands of dollars. After doing a review and a re-review of the investigation, USAA claims that there was no fraud, and my wife somehow willingly gave out her login credentials to these random people that we don't even know, which she did not do. We wouldn't even give out our credentials to other family members, let alone some complete strangers. I was originally told that when the investigation concluded that I could speak to one of the people who investigated the claim, if it didn't go my way, to review the evidence they had to support their claims. After the re-review concluded I asked to speak to one of the investigators and was denied. I recently read an article yesterday that the Texas state AG reported that USAA experienced a data breach back from XX/XX/XXXX to XX/XX/XXXX and shortly afterwards we were hacked. The report said thousands were affected and no reports on the location of clients who were impacted. I have been a member of USAA for over 18 years and have never been treated this poorly before. We are devastated and would like to see our accounts be credited the amounts that were removed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Since Monday XX/XX/26 afternoon, my phone got compromised and my personal information was used to access USAA online banking. I reported to them all the fraudulent activities and unauthorized transfers. USAA did not take the cyber attack seriously and my account was still able to be accessed by the hacker. USAA even denied my claim, stating all the new accounts and unauthorized transfers were made by me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: 51501
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Historically, any deposit into the account was available immediately. Without any explanation, my ability to access funds deposited into the account - and to transfer externally out of the account via XXXX- has been reduced.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-05
Issue: Getting a line of credit
Subissue:
Consumer Complaint: XXXX date I filed a XXXX compliant about my car insurance XXXX Requesting a response but no call back or email happen. Then my car from insurance got deleted.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2023-07-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: O did an online transfer of XXXX dollars on XX/XX/XXXX of 2023 to my XXXX account from my USAA account and they transferred the money to XXXX XXXX. They denied my dispute amd stiffed me for XXXX. This is not right.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MT
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-06
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In Accordance with the fair credit reporting act USAA, has violated my rights. 15 US 1681 Section 602 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 an account without my written instructions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 45840
Submitted Via: Web
Date Sent: 2023-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-04
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, I contacted USAA Credit Card regarding a fraudulent transaction. They told me the only option available to address the fraudulent charge, was to cancel the card, which I did not want to do. The USAA supervisor refused to address the fraudulent charge unless I agreed to cancel the card. Because there was no choice, the card ending in XXXX was canceled/closed. USAA issued a new card ending in XXXX. The fraudulent charges were not adequately addressed. The same company USAA had been notified did not have permission to charge my card- and for which I was forced to close the previous credit card, continued to post transactions using the " closed '' card. USAA accepted the transactions and simply forwarded through to the new card- never addressing the fraud, despite being from the same company previously posting fraudulently- which USAA stated could only be addressed by closing the previous card. USAA simply transferred the fraudulent transactions to the new non-activated card. Forcing the customer to cancel the card - and the hours of shifting payments associated with that specific card to a non-USAA card- was all for nothing, causing other issues and the fraudulent transactions were never stopped - only transferred to the new card. Because USAA did not address the issues - but simply transferred them, I opted not activate the new card to avoid further issues. I never used or activated the replacement card received. Despite the card never having been authorized for use, I logged in today to find a balance on the same account that was never activated or authorized for use. The new credit card information was never provided to anyone because the card was never activated, due the ongoing issues. There was no charge - only a balance for the exact amount of the United Services Automobile Association ( USAA ) Insurance Bill. I called USAA who stated the charge was " pending '' - but no charge was shown, pending or posted - only a balance that appeared yesterday - without any associated charge. USAA refused to address the charge or the balance. I attempted to address the issue multiple times previously and in the face repeated failures by USAA to address or prevent unauthorized transactions, despite being forced into following their protocol to do so, purposely did not activate the new card to avoid having to deal with any more ongoing unauthorized charges which USAA continually let go through. USAA instead, engaged in phone tag, refused to leave messages as requested- simply leaving messages to the effect of " we called, sorry we missed you ''. I do not understand why USAA continues to allow fraudulent charges on a card that was NEVER activated or authorized for use. Currently, they are not only accepting fraudulent charges on an account never authorized for use, they are creating the fraudulent charges. I logged to USAA on XX/XX/XXXX to confirm my auto-insurance bill was paid as needed on XX/XX/XXXX, or pay it, if showing as unpaid due to an oversight in updating payment info. The account in question had been paid-in-full by way of non-USAA account payment, XXXX XX/XX/XXXX. If the account details had not been updated, then there would have been no authorized account for payments - and no payment should have gone through. Even, had USAA fraudulently taken the liberty of updating the payment information of their own accord- it remains a credit that was never authroized for use - and no payment should have gone through - by any party. USAA fraudently charged a non-activated account ; never authorized for use. USAA seems to be aware of what they were doing - as there is no charge showing on my credit card - only a balance owed without any associated charge to dispute. I would like to simply pay the amount with an active account from another company, but I can not do that - as USAA took the funds, but did not record the transaction on the credit card - they only created a balance due, with no charge showing or associated. When I attempted to address the matter with USAA, they said they could not do anything because the charge was " pending ''. I asked how that could be, when the amount charged was already showing as a balance to be paid - and payments are not accepted for pending charges ( if an attempt is made to pay a pending charge, it is blocked from going through ). When I asked them to cancel the charge, they changed their answer and said the charge can't be seen. I stopped writing here, to take additional screenshots. Despite no pending charges showing less than hour before - a full charge - on the same card which was NEVER AUTHORIZED FOR USE, suddenly appeared - never having shown as pending- just as " due ''. Even if I am able to dispute this instance of USAA 's fraudulent use of an unauthorized card- it does not fix or address the issue that fraudulent transactions are allowed to go through - and have been for an extended period, on a card never authorized for use. It also does not addres the fact that USAA is now the party creating the fraudulent charges and using an unauthorized account. In fact, they are the only party with 100 % full knowledge that the account is not activated and used it anyway ; this was not a charge to the closed card, as other transactions were. This fraudulent payment was charged using the new credit card number, as seen in the screenshots- a number never provided as a payment source to any party - not even USAA XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20910
Submitted Via: Web
Date Sent: 2023-07-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A