Date Received: 2023-07-01
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Agent XXXX XXXX with USAA required I provide credit card information after I reported a transaction in response to a fraud alert. One of the transactions if the transactional information bundled in the text would make it appear as a preauthorization in Texas for XXXX simultaneously while I was preauthorization on a gasoline transaction in Virginia XXXX Multiple member service representatives requested information from the credit card and gave verbal instructions on how to acquire such information through the application and website. Website was listed with a unique identifier XXXX after logging out. Application was listed as XXXX in the version.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 220XX
Submitted Via: Web
Date Sent: 2023-07-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Subject : Complaint Regarding Refusal of Chargeback for XXXX Transaction Dear USAA, I am writing to express my deep dissatisfaction and frustration with the handling of a fraudulent transaction that occurred on XX/XX/XXXX, involving a charge to XXXX for concert tickets amounting to {$1900.00}. Despite my immediate efforts to stop the purchase by contacting USAA, I was informed that it was too late to prevent the transaction and was advised to file a fraud dispute. On XX/XX/XXXX, I promptly filed a report with USAA, stating the unauthorized charge and detailing the circumstances surrounding it. However, to my dismay, on XX/XX/XXXX, I received notice from USAA stating that the transaction was not deemed fraudulent. Perceiving this decision as an error, I immediately requested a reassertion. Regrettably, on XX/XX/XXXX, I received the same outcome from USAA, with the determination that the charge was not fraudulent. Frustrated by the lack of progress, I decided to work directly with XXXX to seek resolution. After engaging in numerous conversations with XXXX, they eventually acknowledged that the transaction was indeed fraudulent and assured me that they were willing to refund the full amount to my USAA account. To facilitate the refund process, XXXX instructed me to contact USAA and initiate a chargeback. However, despite my repeated attempts to have USAA initiate the chargeback, I was repeatedly refused. I found myself caught in a frustrating loop between XXXX and USAA, both of whom claimed they needed the other party 's agreement to proceed. In my most recent communication with USAA on XX/XX/XXXX, a representative from your fraud department informed me that they would not initiate a chargeback due to a supposed XXXX policy restriction. However, upon contacting XXXX directly to discuss their chargeback policy, I was informed that while they could not provide individual bank policies, banks are indeed able to initiate more than one chargeback. Because USAA initially requested the chargeback while they investigated on XX/XX/XXXX, they will no longer request a chargeback stating that XXXX wont let them. To exacerbate my disappointment, I received a call from the CEO 's office at USAA in response to my complaint filed with the Better Business Bureau. The representative informed me that there was nothing that could be done due to XXXX 's policies, effectively closing the door on any potential resolution. I am deeply dissatisfied with the handling of this matter by USAA. As a loyal customer who has entrusted my financial well-being to your institution, I expect a higher standard of service and a genuine commitment to resolving issues that arise. In this case, I have been met with indifference, contradictory information, and an apparent unwillingness to advocate for my rights as a customer. I kindly request that USAA reevaluates its decision and takes immediate action to rectify this situation. The evidence clearly supports the fact that the transaction in question was fraudulent, as confirmed by XXXX themselves. I implore USAA to initiate the chargeback process with XXXX so that I may receive the refund that I am rightfully owed. I believe in the principles of transparency, integrity, and accountability that USAA has built its reputation upon. Therefore, I trust that you will conduct a thorough review of my case and promptly take the necessary steps to address this matter. Failure to do so would seriously undermine my faith in USAA 's commitment to its customers. My husband is a 21 year XXXX XXXX XXXX XXXX and also a war XXXX. USAA prides themselves in commercials in their care and advocacy for military personnel, but it doesn't hold true for actual customers. Please note that in the 30 years I have been a customer, I have never purchased concert tickets, had an account with XXXX, or accessed any other accounts that are similar to these concert tickets. I request that any fees or charges associated with the fraudulent transaction be reimbursed promptly. Thank you for your attention to this urgent matter. I hope that we can resolve this issue amicably and restore my faith in this institution. In the meantime, I have sought legal advice and am also filing a complaint with the XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77346
Submitted Via: Web
Date Sent: 2023-06-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: usaa received money va direct deposit form va i sent 4 request no respond to date usaa want tell me who the paid nor how much usaa allowed some to put their name i need to know ther pa history is wrong the amount is tooly wrong
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I finally won my Social Security XXXX case that started in XXXX. At that time I called Social Security XXXX in XXXX, WA to change my account to my new banking account or should I say an account that was opened over a year ago with XXXX XXXX XXXX XXXX. I had thought they changed it, but as usual, someone " dropped the ball '' and I had to go into the SS XXXX and change the account in person, which was XX/XX/XXXX. In the meantime, SS had explained the money was returned back to them. I ended up having to file a congressional with XXXX XXXX XXXX 's office because they have still been stalling on making the changes. HOWEVER, at no point was I told by the Social Security XXXX NOR USAA that XXXX DEPOSIT had made it through to a USAA CLOSED SAVINGS ACCOUNT. The original deposit was to be made in early XXXX for {$2300.00} minus XXXX payments for XXXX. I received a envelope dated XX/XX/XXXX from USAA. I had no idea why they would be contacting me because BOTH checking and savings accounts had been closed XX/XX/XXXX. It was a check for the amount of {$2300.00}. It indicated it was for a credit. A credit for what I have no idea. I have a different definition for a credit versus a deposit. So, USAA sat on this money until they sent the check. It was to be cashed Promptly. I took copies of the letter and attached check before cashing it. I received a letter from the Social Security XXXX XXXX XX/XX/XXXX stating the same amount USAA sent me was returned to them by USAA. I have no idea what USAA was thinking, but they are a huge part of the problem now and why I filed the XXXX. I sent this information to XXXX XXXX 's office to add to the paperwork for the XXXX. Once I faxed it, XXXX XXXX, XXXX XXXX Representative for XXXX XXXX, sent me the information about the new federal law and suggested I file this complaint. I am tired of government agencies and Banks taking advantage of us " little '' people. I am a combat Veteran who served a total of 20 years and 22 days of XXXX XXXX and this type of deception really does not set well with me. If they had just returned that money when it came to a CLOSE ACCOUNT, I probably would not be filing this complaint. I have spread the word about these deceptive type of practices.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 983XX
Submitted Via: Web
Date Sent: 2023-06-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I was informed by a collection agency that an account was not paid that was in my name. the amount of the account was {$16000.00}, and opened with USAA Bank. This account was opened in XXXX of 2022 and closed in XXXX of 2022, with no payments made on this account. This was not opened by me, but was opened fraudulently by someone else unknown. I spoke with USAA bank and they are investigating. I also filed a Police report at my local Police department, the report number is XXXX, and was reported at the XXXX Police Department XXXX I also called the collection agency ( XXXX ), and reported this as a fraudulent account. This is showing on my credit report with all 3 agencies and has damaged my credit badly. Please let me know what steps to take now, and let me know if you can do anything to restore my credit. thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28217
Submitted Via: Web
Date Sent: 2023-07-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: Closed account with USAA years ago, did not know account was still open carrying a balance for the last XXXX years.This is beyond fraudulent! Account was paid off and closed
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 282XX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I deposited a check to my USAA checking account via the USAA Mobile app. The amount of the check deposited was {$5000.00}. USAA placed a funds hold on {$2500.00} of the deposited check to be released on XX/XX/2023. On XX/XX/2023 the check cleared the external financial institution and funds were transferred to USAA via the Federal Reserve Bank. I called USAA to inquire why my funds were still on hold. I explained to the USAA representative that the external financial institution cleared the check on XX/XX/2023 and that USAA can call and verify this information with that financial institution. I also explained to the USAA representative that the funds USAA was holding without justification were gong to be used to pay my USAA credit card balance which was being charged interest compounded daily while I was waiting for USAA to release the funds that have already cleared. USAA is unjustly holding funds that have cleared my account causing me hardship and a unfair accumulation of interest on my USAA credit card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I submitted a loan application through USAA 's website. USAA pulled my credit, then asked for supporting financial documents. IS it a standard practice to pull credit BEFORE having identifying documents and financial documents on file? Now my credit score has taken a hit. Can't get them on the phone since their automated system keeps transferring me to the wrong department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75206
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: I initially authorized an ACH for services where such authorization was later revoked, and services canceled with a request for a refund. Due to experiencing severe illness and a death of an immediate family member that resulted in an extended travel away from my home and eventually in my own admission to emergency XXXX XXXX, I was rendered unable to keep track of the refund status. I notified XXXX of the situation after I was able to identify that the revoked ACH authorization and canceled services did not result in a refund despite the vendors acknowledgment of the revocation. XXXX explained because it was over 180 days, I needed to reach out to the bank USAA directly. Despite reaching out to USAA on the very same day that XXXX notified me it could not help with the confirmed unauthorized loss based on the same mitigating circumstances, USAA failed to observe the extenuating circumstances provided under 12 CFR 1005.6. USAA has stated that because the payment had been authorized it could not be reversed. This despite mitigating circumstances and significant evidence that services had not been rendered and acknowledged canceled. I still have significant difficulty corresponding and have been forced to write about the revoked authorization dispute at the risk off permanent nerve damages during my continued recovery. USAA requested no evidence initially and after requesting evidence, the bank took no further action on the dispute denial because the payment had initially been authorized despite protections under various statutes not limited to the XXXX. I notified USAA since the authorization had been timely revoked, the vendor was entitled to {$0.00} and as such an incorrect amount of {$160.00} has been accessed to my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21216
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-26
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was defrauded my a person using XXXX XXXX. My bank USAA denied the transaction disputes. Even though XXXX XXXX found fraud and promised to refund the money. XXXX claims that on XX/XX/2023 they sent the money back to my bank. However my bank claims not to see it. XXXX still asserts that they sent the transaction. I want USAA to refund me the money as XXXX XXXX can not. the amount is {$6200.00}. Previous complaint about XXXX XXXX is XXXX. Details are attached to that. I want USAA to reverse or credit my account {$6200.00} as XXXX XXXX says they have and refuses to try another method or try again.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23111
Submitted Via: Web
Date Sent: 2023-06-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A