Date Received: 2023-06-14
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023, I disputed a charge from my checking account after determining that an individual made a fraudulent purchase from an online merchant using stolen login credentials. On XX/XX/XXXX, my bank notified me that they determined the charges were not fraudulent. I had previously cancelled my card as a result of this transaction and taken action with the merchant.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75028
Submitted Via: Web
Date Sent: 2023-06-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-12
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: Unauthorized charge went through and vendor sent product which was returned for refund. Vendor did not refund and I disputed the charge. Both bank and vendor have refused to cooperate. Vendor insists bank must be on the line ( but they hang up when bank announces attendance ) Bank says the matter is closed and refuses to communicate with me. This has been ongoing since XXXX XXXX XXXX, and I am hoping your intervention will resolve this matter. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-12
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: In early XXXX, I got on the phone with USAA and someone helped me walk through opening a " High Performance '' Savings as well as Checking account as I had planned to move banks. I was unable to login due to an " identification '' issue. The next couple of days I tried ( with help of USAA support ) to scan my Drivers License with their identity tools, using their guidance. All failed from XXXX, in many different lighting and environment scenarios. So I sent them a scanned physical copy of my ID ( using their guidelines ). It was received on the XXXX. I called in every other day to check on the process, because I couldn't interact with the XXXX accounts until I was verfied who I am. On or around XX/XX/XXXX, XXXX weeks after this all started, I finally was identified. During the end of this ID process, I initiated a complaint because of how difficult the technology and process was to prove who I am- it shouldn't take 2 weeks. Someone from the feedback team called me on XX/XX/XXXX, and I gave them feedback on their identity process. I XXXX have been critical towards the technology and process, but I was not demeaning towards the actual person ( " XXXX '' ). I didn't yell or anything, I do recall criticizing how it was 2023 and I'm sending in physical scans of my drivers license through FedEx to prove who I am. Last week, XX/XX/XXXX I completed transfer of {$10000.00} into the XXXX XXXX savings account. As well as {$5000.00} into the Checking. Both from the source bank I was moving from. I also transferred {$1300.00} from my XXXX account into the Checking. On the morning of XX/XX/XXXX, I was locked out of the mobile app and I called in and the support team stated a note in the system " USAA is exercising their right to terminate banking with you. '' Or close to that statement. I was able to get transferred twice through the system, and into the Office of the CEO, where that note came from and the person on the phone told me that " XXXX '', the person who took my feedback call on the ID process, was the one who entered the note. I can't assume anything, but it appears " XXXX '' did not appreciate my feedback on the process and technology and initiated the closing of the accounts, in a form of social XXXX XXXX? I begged and cried to get access to my money as I am in the middle of moving states, I was laid off in XXXX and my next direct deposit of Severance was already locked in to USAA Checking for XX/XX/XXXX - I didn't have a chance to update my new address and it will take 60 days for the {$16000.00} check to " bounce around '' XXXX to get to me. I just deposited HALF my rainy day fund into USAA, and now its locked from me for 60 days. I apologized PROFUSELY to the person on the call ( I never spoke with " XXXX '' directly ) and to both the XXXX XXXX XXXX separate email to them. I was told I would received a call back on Friday and did not hear from them. I did not get a response to the email either.
Company Response: Company believes complaint is the result of an isolated error
State: IN
Zip: 477XX
Submitted Via: Web
Date Sent: 2023-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-11
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my checking account on XX/XX/XXXX without any prior written notification via mail, email, or account notifications/documents within their website and app. I only realized the checking account was closed when it disappeared from my profile in their website on XX/XX/XXXX. When I called them they stated it was because I had not sent them the death certificate for my late husband who a joint holder of the account. After he passed away in XXXX I called them to notify them, and they told me I didn't need to do anything because it was a joint account. They said I could send the death certificate to get his name removed but it was not required. They left me a voicemail about 1 week prior to closing the account saying I needed to call them about an important matter. I have new phone and didn't get the notification that there was a voicemail, so I didn't hear it until after the account had been closed and I checked for it. My notification preference had been set to email on USAA, and I received no emails indicating I needed to contact them regarding my checking account. Due to the unexpected/unknown closure of my account, my rent check bounced and I was charged a {$50.00} returned payment fee on XX/XX/XXXX by my apartment complex XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 060XX
Submitted Via: Web
Date Sent: 2023-06-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
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: In compliance with the dental service 's cancellation policy, My wife cancelled a dental procedure for my son. On XX/XX/2023, the dental practice charged my USAA credit card a deposit of {$510.00}. My son 's dental procedure was scheduled for XXXX, XXXX, 2023 at XXXX XXXX My wife questioned the standards of care in my son 's treatment plan, and began checking with other dental practices on how they conducted this same procedure. On XX/XX/2023, she sent the dental practice a notice to cancel the procedure and requested a refund to my USAA credit card in the amount of {$510.00}. The dental practice made excuses as to why they could not reverse the charges. This led to us initiating a credit card dispute for charges ( {$510.00} ) for services that were never received, and were cancelled per the dental practice 's cancellation policy. The dental practice sent me a full refund Check No. XXXX dated XX/XX/2023 in the amount of {$510.00}. I then called USAA as well as sent them a copy of the check via their online credit card dispute website. USAA has declined to reverse the credit card charge of {$510.00} twice. USAA stated, " This concludes our investigation, '' in both of their email messages. Today, I have sent USAA a third letter again, with my evidence of the deposit slip of Check No. XXXX into my checking account, a copy of Check No. XXXX and the XXXX XXXX XXXX cancelled Check Image of Check No. XXXX. In my latest letter I have asked them for an explanation of their decision, all supporting documentation, and to give me specific descriptions of the evidence that they require. I sent this third letter certified mail, return receipt requested. We may end up hiring an attorney to move forward with our case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 211XX
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-10
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Dear Credit Bureau, I am writing to dispute a report made by USAA on XX/XX/XXXX, which stated that my credit card account is delinquent. This account was closed and paid off in XXXX and should not have been reported as delinquent. As a result of this error, my credit score has been negatively impacted by up to XXXX points across all credit bureaus, including XXXX, XXXX, and XXXX. I have contacted USAA regarding this issue, but they have been slow to resolve it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21044
Submitted Via: Web
Date Sent: 2023-06-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2023, USAA sent a security alert to XXXX XXXX XXXX saying funds I had transferred between those two account were fraudulently transferred so XXXX XXXX XXXX held that money from my account {$5000.00} till now. On XX/XX/2023 I reached out to USAA and was told they cleared the security alert and no fraudulent transfer ... .however, USAA FAIED TO NOTIFY XXXX XXXX XXXX and even after repeated attempts by XXXX. and myself USAA never responded. The funds were part of a personal loan I received from USAA AND HAVE BEEN PAYING 17.99 % INTEREST RATE and I spent days and weeks on the phone or sending correspondence since XX/XX/XXXX plus late fees on top of bills that I paid with those funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78259
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/23, funds were transferred into my account from an unknown external account ( $ XXXX ). A transfer of {$2500.00} was then transferred out to an unknown external account. Neither of these transactions were initiated by me. On XXXX, I received an email from an unknown person claiming they were the ones who transferred money into my account and asking for a reply if I wanted to be a part of their plan to get more money. On XXXX USAA determined no fraudulent activity was found and because of this, my account is in bad standing and they now get to profit off this. I have no idea how my accounts were approved to be added to an external account or how the determination was made that this was somehow my problem. USAA has failed to support its member when fraud is involved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78232
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: My husband and I had a Checking account with USAA Federal Savings Bank for 20+ years. I got a text notification on XX/XX/2023 ( Saturday ) at XXXX from USAA stating that access to our account was restricted due to suspicious activity. We had been having problems for about 6 months with someone trying to get into our account, opening up a 2nd checking account, and we'd done everything they advised us to do with changing user names, passwords, and I had to get a new debit card. When I called them back on XX/XX/2023 to find out what was going on, they advised that USAA would be closing our account because the fraud attempts on our account. I told them I had just over {$900.00} in that account and I wanted to pull it out before they closed it and they would not all us to do that. The customer service rep at that time would not allow me to talk with someone in the Fraud department or a supervisor. He just continued to say they would be closing the account in 60 days and the reason they had to keep it open that long was in case any deposits came through, but nothing could be taken out. Our account should have been closed on XX/XX/2023, but to date it has not been closed and I still have not received the money from that account. I called them on XX/XX/2023 ( Friday ) and was informed the account was still open. After a LONG time with the customer service rep going back and forth with another department ( assuming the Fraud department ) I was told by the person I was speaking with that he didn't quite understand the technical problem, but he said my account would be closed in 1-2 business days and my money would be in the mail at that time. 2 business days was XX/XX/2023. I called them again today, XX/XX/2023, and was told my account was still not closed. The information just continues to be relayed through a regular customer service agent so I am still unclear what the issue is and have to sit on hold for extended periods. Today I spent well over an hour on the phone, again, with several individuals and was finally allowed to speak with someone in the Fraud department directly. I was told the same thing I was told on XX/XX/2023, which was that they would do what was needed so the account would be closed. This time, the person said they would not give me any specific number of days before it was resolved, but that she was the right person for this to be elevated to and she was working with senior staff to resolve it. If the purpose of leaving it open for 60 days is solely to allow for " deposits '' to be accepted, it make no sense to me why they could not have allowed us to take out our funds the day they contacted us, or send us our funds at some point sooner than 60 days. My husband has a lot of medical issues going on and our budget is tight, so even though it is only {$920.00}, not having those funds for medications, copays, etc., has created some financial hardships for us and we just want this resolved and want our money sent to us.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 863XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I got scammed for every penny I had! USAA is closing my account of 20 years because I fell for a spoof scam from their number. I am ruined, my savings everything is gone!! USAA was like well nothing we can do and we are closing your account for getting scammed!! XXXX XXXX and I this is how they treat vets!! Someone opened accounts in Florida and drained checking and savings ... XXXX plus. Proven identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 297XX
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A