Date Received: 2023-07-04
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2023, an unauthorized EFT transaction was submitted to my USAA checking account. On XX/XX/2023, I saw and disputed the EFT transaction with USAA, and with the merchant, XXXX. XXXX could not find authorization so they agreed to investigate and reverse the charge. After speaking to XXXX I contacted USAA again to request a provisional credit and provided USAA with XXXX 's complaint number. On XX/XX/2023, I tried to log into my USAA account but my access has been denied. I contacted USAA via telephone to inquire about gaining access and was told that the fraud department has locked my account for 7-10 business days while they investigate the dispute. USAA does not have brick-and-mortar access so the only access account holders have is online. When I reported/disputed the transaction I was not given notice that access to my account would be denied nor could I find any disclosures that provide notice regarding denying access to one 's own account while they investigate a disputed transaction. Locking account holders ' access while USAA investigates fraudulent and/or disputed transactions is intended to chill account holders from submitting disputes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-07-04
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: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: The card was charged when I placed an order on a fraudulent website. During the purchase the merchant refused to ship my order unless I spent more money. I didnt want to buy anything else and said cancel my order. The merchant refused and then sent me a fake XXXX XXXX tracking number saying he has already started the process to deliver. I repeated told them to cancel, that the number was fake, refund my money as this was clearly a scam. I notified my credit card company. I sent the messages between myself and the merchant three times to Usaa. I made numerous calls with no follow up from them. They declined my dispute saying I never followed up. I called them XX/XX/XXXX, I was told they did receive my documents to prove my case but I need to send again. I called twice this day, resent the information. Today, XXXX my dispute is listed as declined due to never receiving documentation. Now Im expected to pay the stolen money for an item I never got and the merchant had no intention on sending
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38017
Submitted Via: Web
Date Sent: 2023-07-04
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: on XX/XX/2023 we attempted to call USAA to resolve an account that was overdrawn. After being out of the country for 2 months, my family and I returned to see that our account was frozen, information changed to reflect us residing in California, and no one notified us. When we called, we were told that a " through investigation was done and it showed that the transactions occurred in our general area '' ie California, not Texas. My husband and I were never called, nor were notified by mail of any of these changes. The stated that they should have, although we have no record of a call from them. The only thing that was sent to us, which we did not have access to, was an email. We were told that we are out of luck and will have to bring the account current prior to accessing any additional funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-03
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This is my 2nd complaint against USAA. I have been a long-time, good customer of USAA. Back in XXXX my XXXX XXXX XXXX college student daugter got sucked into a very unfortunate scam which caused us to loose over $ XXXX. As s result USAA put holds on all of our accounts, which was understandable at the time. But instead of helping us they have treated my entire family like we are the criminals. My daughter got scammed. I sent USAA a certified check for over {$10000.00} which they held for OVER A WEEK. That was over 3 weeks ago. They still have holds on all of our accounts. They are WHOLE and my son, my daughter, my ex-husband and I all need to get our money out of USAA so we can transaction busines with other banks. But they have all our accounts blocked so we can't transfer money. I talked to a XXXX with the office of the Preisdent on XXXX, but can not get her to call me back. My son who has NOTHING to do with his sister has $ XXXX he can not get out of USAA. Every time we call in NO ONE can seem to help us. USAA is holding all of our money hostage WEEKS after we made them whole. This has been a very stressful, expensive ordeal for our family and USAA has made it worse by not communicating with us and not letting us get our money transferred out and our accounts closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: SUBJECT : USAA Federal Savings Bank & stolen funds via fraud To whom it may concern : United Services Automobile Association ( USAA Auto Insurance ) is wrongfully holding me liable to pay {$820.00} from a fraudulent USAA Federal Savings Bank checking account fraud, and ATM card thief that was protected by bank policy, and regulation that did not hold me liable. USAA Auto Insurance refuse to give me auto insurance until I pay back the {$820.00} which was the amount of loss from an allowed individual fraudulently deposit counterfeit money orders with my stolen ATM card. USAA Federal Savings Bank has always reported to me that I do not owe anything from that fraudulent transaction and thus my account is clear and free from debt owe ; however, USAA Federal Savings Bank did not replace my personal funds that were taken in lieu of at least XXXX fraudulent money orders in the amount of {$800.00} ( or {$400.00} each ) and this is where USAA Auto Insurance is holding me liable and will not give me auto insurance until {$820.00} of that debt is paid. I am seeking to file Formal Complaint to the Consumer Financial Protection Bureau and the Georgia Insurance Commissioner about USAA Federal Savings Bank & USAA Auto Insurance holding me liable, unwilling to provide auto insurance to me on the basis of this fraud that their Banking Company did not correctly resolve by not replacing my {$800.00} of personal funds taking during their bank fraud. My funds are still missing in USAA Federal Savings Bank and I am held liable in United Services Automobile Association for monies that should have been in my account to cover their {$820.00} sought for my reestablishment of auto coverage they are refusing to give me. This behavior to deny replacing my stolen funds and then allow me liable for that account deficit in your auto insurance division is scandalous at best. REFERENCE : Consumer Financial Protection Bureau complaint file # XXXX XX/XX/2023
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I contacted USAA Bank to close my membership to USAA completely. I have closed my checking accounts and wish to close my membership with USAA. Even with all communication turned off, I still receive marketing emails from the CEO to my email address. I talked with a USAA support rep and they said that they had put a stop to all CEO emails, but I recently received one after that action was supposedly taken. They will not let me close my membership account and thus will keep sending unwanted communications to me, without my consent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00971
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: This involves a matter with USAA Federal Savings Bank. My father left financial accounts for me that were substantial, after he died. I only recently found out that an employee at USAA gave away these financial accounts to other people, when they were supposed to deliver them to me. I reported it to USAA and the employee confessed. I asked them to return the funds to me, but I have not received them to date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Other service problem
Subissue:
Consumer Complaint: The response from USAA is not an accurate description of what took place. I have documentation from XXXX XXXX XXXX XXXX showing otherwise facts in this matter. I am not at all satisfied with the reply as it is not accurate. I have called and left 5-6 VM for XXXX the Advocacy Adviser since receiving her letter last week and she has yet to return my call.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I have received a refund to my card with this particular bank XX/XX/XXXX I have not received this refund of my funds I have called them and they seem to not know where my refund is even though it was not declined and returned to the merchant I have tried to resolve this on many occasions everyone has a different answer and have not been helpful at all
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76210
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-07-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX I deposited a payroll check onto the USAA mobile app, and all messages stated funds available immediately but once deposited the funds were placed on hold until XXXX. When reaching customer service and trying for over 5 hours to resolve it, they claimed they could not access banking system, and we're unable to find a reason why the funds were placed on hold or why no notice was given. They will not let me take the deposit to another bank and are forcing me to deposit with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95307
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A