Date Received: 2023-06-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Issue 1 : On XXXX XXXX ; my VA XXXX check ( XXXX $ ) had hit an USAA account that had just been charged off and closed the day prior due to the account was in the negative. Once the the charged of amount was taken care of the bank sent a corporate check worth XXXX XXXX out and I verified that it was suppose to come to me and have my name on it. Half way through XXXX ; I did not receive the check so I tried calling into them but because I was not able to verify my identity over the phone ; cause I had a new phone, due to the previous one being stolen. On the XXXX of XXXX was finally able to gain access to the USAA and foudn out that the check had been sent to my first ex wife at her address due to her being the primary account holder. I talk to them and they sent a request to reissue out a new check to me in which I got on the XXXX of XXXX. Attempted to cash it and was denied due to the check not being placed in the positive pay status. On the XXXX, I got the bank to reissue out a XXXX check and here it is still the XXXX and I am waiting for that amount of funds. Issue 2 : I created a new account on the XXXX of XXXX with USAA and attempted to cash a XXXX party check that was made out to me by my friend but was denied due to a stop payment with the other person 's bank. This placed a flag on my account for fraudulent activity. I received my XXXX VA XXXX check on the XXXX of XXXX for the total of XXXX. I spent almost XXXX dollars of that account before this account went to credit receiving only status. Since I misplaced my debit card ; I was attempting to send myself my money over XXXX XXXX using the tap to pay and this flagged my account again for fraudulent activity. The reason why the account went into the credit receiving status is because of the flags for fraud and the bank started the process of closing the account down. They told me that the closing procedure takes 60 days total before it closes and only at that time ; if there are funds available they would send it to me in a corporate check. Everything has already posted on the account by the XXXX of the month and the remaining balance is XXXX XXXX Here I am being a XXXX XXXX XXXX XXXX veteran at day 40 without any cash at cause the check is my only means of currency. I am about to be evicted and my utlilities are going to be shut off ; plus my car is currently in the impound since the XXXX of XXXX due to not having the funds to get out and each day the car gets another XXXXXXXX XXXX added to it. So I am looking at possibly XXXX XXXX just to get it out of the lot.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29303
Submitted Via: Web
Date Sent: 2023-06-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Today on XX/XX/2023 I received a notice from my bank USAA on my debit card fraud claim that they will not be refunding an UNAUTHORIZED, Ach withdrawl that took place on my checking account. On the letter USAA submitted to me, it was stated that " We received a copy of your authorization for this debit transaction ''. When I called USAA at XXXX XXXX to request the paperwork of the documents used to deny my claim, XXXX different REPRESENTATIVES from USAA hung up on me. This is the not the XXXX transaction in the past year USAA has allowed someone to take from me and not provide me with the resources/documents used to deny the accreditation. I switched from my former bank to USAA because I kept having my identity stolen and checking/credit cards used without my permission. When I first started with USAA I had no problems, but since the pandemic I have had much difficulty trying to get my stolen money refunded by them. I, XXXX XXXX XXXX, DID NOT AUTHORIZE THESE TRANSACTION LISTED BELOW AND NEED USAA TO ACT/CREDIT THEM NOW.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44146
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I have been a victim of Identity Theft since XXXX. Accounts were open using my personal information in various states. I have been in constant contact with the Fraud Departments at XXXX XXXX, USAA, XXXX XXXX XXXX XXXX and XXXX XXXX XXXX concerning fraudulent accounts at each. XXXX XXXX actually investigated. They discovered it was fraud. They told me in writing that everything has been deleted and I no longer am responsible for the debt. However the debt amount has not been removed and still shows that I owe. My business on XXXX is suffering because I can not qualify or take advantage of certain perks of having a business on XXXX because they use XXXX products. And XXXX did not follow completely through with removing the debt despite writing me and telling me so. I intend to file a lawsuit against XXXX XXXX. USAA, XXXX XXXX and XXXX XXXX XXXXXXXX have all been uncooperative and silent. Despite me providing both with documents and police reports they are attempting to victimize the victim. 15 U.S.Code $ 1681c-2 a consumer reporting agency shall block the reporting of any information in the file of a consumer that the consumer identifies as information that resulted from an alleged identity theft. not later than 4 business days after the date of receipt It has been 30 days and you are in VIOLATION of this law because I am a victim of identity theft!! Please delete these items as soon as possible! These accounts should not be fumished on my consumer report as they are in VIOLATION Under, 15 U.S Code 168 1b - Permissible purposes of consumer reports ( a ) IN GENE Subject to subsection ( ) any consumer reporting agency may furnish a consumer report under the following circumstances and no other : ( XXXX ) In accordance with the WRITTEN 1,711 INSTRUCTION of the consumer to whom it relates. I NEVER gave any consumer reporting agency WRITTEN CONSENT to report anything on my consumer report which violates my rights as a federal protected consumer. WHEN NO CONSENT IS GIVEN THIS IS CALLED IDENTITY THEFT. As a consumer and victim I am demanding the deletion of any and all information pertaining to the fraudulent accounts opened at XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX and USAA be deleted MMEDIATELY.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30228
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-08
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2023, USAA sent a letter from a fraudulent incident about 90 days before where individuals pretending to be USAA had transfered {$1200.00} out of my checking account through gift cards in an elaborate scheme pretending to be multiple government agencies. The same day I had called USAA back. They had confirmed that no such call had occurred and I had reported that there had been a theft from my checking account. A reversal of the amount was immediately put back into my checking account on the same day after I had given details of the hours long phone call. On Monday XX/XX/XXXX, {$750.00} was taken out of my checking account from the dispute department without my consent, violating their zero liability policy. I had filed the first complaint. On Tuesday XX/XX/XXXX a second complaint was filed with USAA demanding the return of the funds after they had pulled {$500.00} out of the account. The letter explaining this gave no explanation as to how they drew the conclusion that this was not theft. They claimed they had made a thorough investigation when no contact was made to me for my additional evidence and no contact was made to me in general about the fraud claim. Today, Wednesday, XX/XX/XXXX, I filed a third complaint and told USAA I demanded the return of the funds to the checking account. If they do not act quickly I said, a lawsuit will be filed against them to trigger arbitration. I alerted them that I would be contacting you and be filing a complaint up to and after the filing of the lawsuit on Tuesday XX/XX/XXXX if the funds are not returned. Tuesday XX/XX/XXXX a representative claimed it would take 24 hours to assign a new representative to reopen the investigation. But USAA has done no such thing. I let them know I am already in the US Court of Appeals for another incident and I am sure they would not have any problem with me adding another case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31558
Submitted Via: Web
Date Sent: 2023-06-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
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 recently filed 3 disputes with my USAA bank due to my account through USAA being hacked via XXXX, which is linked to my checking and savings account. There was a transaction of XXXX dollars sent via XXXX to a person whom i do not know and another of XXXX dollars again to a person I do not know. The names were of unidentified people, people I never had contact with or met. I explained to my bank on the first dispute on XX/XX/2023 that my XXXX account had been hacked and on the second dispute filed on XX/XX/2023 after my first one was denied I submitted proof that my XXXX account had been hacked by sending them messages sent to me by family and friends showing my account was hacked by someone asking for money. I completely lost all access to my XXXX account and had to ask people to report the account so it could be removed completely. On my XXXX account I used XXXX XXXX and had my accounts linked. I also asked the representatives at USAA to allow me to speak with a fraud specialist that would review my claims, they told me they couldnt connect me to one but would note in the claim for them to call me. Throughout all of my disputes I was never called once by any fraud investigator, they also never gave me a clear answer as to why my claims were denied. I had XXXX dollars total sent from my account, I have a family, I had XXXX in XXXX and the XXXX dollars is important to me. I have felt like USAA was not taking my claim seriously and stated that nobody could get into my account but I endlessly tried explaining they could due to my account being linked on XXXX XXXX. I have tried everything I can and am trying my best to keep fighting for my money back. This has all caused me to be overwhelmed and sick in my stomach. I would appreciate any help I can get and I appreciate it in advance!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 156XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Getting a credit card
Subissue: Delay in processing application
Consumer Complaint: My previous claim XXXX, against creditor USAA was erroneously closed based on USAA making a false statement to CFPB. USAA represented to CFPB that I did not provide the requested front and back of state issued photo identification. Not only did I send the requested front and bank of my state issued identification, but also sent copies of my passport and social security card on XX/XX/2023 @ XXXX and the fax completed @ XXXX after receiving the USAA email XX/XX/2023 XXXX. I anticipated this happening, I'm not sure WHY the CFPB would take the word of the ECOA and FCRA violator without any conformation from the complainant, baffling. Nonetheless, I have attach all supporting documents to prove the validity of USAA declaration that I did not comply with USAA 's request. On XX/XX/2023 @ XXXX, I received a call from XXXX XXXX XXXX XXXX of USAA and informed her explicitly I would not discuss my complaint with her and she should use the channel the formal complaint was filed with for any response. I then followed up with a XXXX page word document faxed to XXXX, acknowledging her introduction call and not discussing the complaint in any capacity. Those documents are also included with this complaint. At the time of my application my income was {$100000.00}, I've since started my own XXXX XXXX XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 200XX
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-06
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I have reported fraud in my bank account all the way up to the FBI. My VA XXXX is my only income and I have told the bank that. My accounts are frozen and USAA will not release my benefits. I have spoken to many. The CFBP states this is a protected class payment and can't be withheld. Please advise. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27610
Submitted Via: Web
Date Sent: 2023-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-07
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: On Sunday XX/XX/XXXX my husband made a {$5000.00} payment on our USAA credit card on the USAA mobile app. I can see on the mobile app that the XXXX was applied because my card balance dropped by {$5000.00} from the last statement issued on XX/XX/XXXX. My available credit should be approximately XXXX ( verified with phone agents XXXXXXXX XXXX XXXX and XXXX # XXXX ) yet a purchase of {$100.00} was declined due to lack of available balance. After 50 minutes on the phone with XXXX and repeatedly put on lengthy holds so she could research and fix, XXXX escalated the call to a member services specialist ( XXXX ). After being on the phone for 1 hour and 33 minutes Im nowhere. XXXX said she can see the {$5000.00} on the transaction history but the money did not credit to my account. I can see my balance changing on the phone app, reduced by {$5000.00}. I asked XXXX to escalate to a supervisor and she refused, stated supervisors dont take calls and I have no other resource than a research ticket. The only way XXXX would put in a ticket to research is if I proved the money was withdrawn from my bank account. I certainly understand providing proof of payment IF the payment was made by check or I somehow pushed the money to USAA. BUT, given this {$5000.00} payment was made on THEIR mobile app, why cant a customer service representative open ticket to find out why the payment made on THEIR app is on the transaction history but didnt get credited. Why wont USAA research to find out why their mobile app is not crediting this payment- if the payment wasnt credited then their app is not working properly. And I do not believe the money wasnt applied, if it wasnt the balance on the app would not have been reduced by {$5000.00}. This may be a case of untrained agents. Im also asking for an email address to send a presidential complaint and Im told there is no email for a President complaint and I can only make a complaint with member services. Total time on the phone was 1 hour and 40 minutes.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08016
Submitted Via: Web
Date Sent: 2023-06-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: When using mobile deposit option, my deposits are held for 7-10 days. During that 7-10 days an automatic payment comes due. This payment is a payment to the bank for a car loan. They return ( bounce ) the payment, placing my accounts in the negative and holding any funds that were in the account for 24 hours. This is a payment of course to themselves that they bounce even though they have a deposit they know is there, the deposit is an SSI check. Because this payment gets returned my account gets flagged, so that every single deposit gets held for 10 days causing me to have to pay three more bounce check fees for bills set up through automatic bill pay for mortgage, phone, and electric. I have a very fixed income I do not have the ability to fluctuate and pay all of the fees that are charged me by the bank holding my deposits for 10 days. The bank is using this " returned payment '', ( their auto pay ) payment, to them that they bounce even though they have my funds in their Bank, in order to hold any of my funds at any time, for up to 10 days. This has created a domino effect and an extreme hardship as their behavior causes my home living situation to become unstable. When I have contacted them to resolve this I was lied to and told that it could in fact be released sooner that I had to wait till the next day. That deposits could not be released on the same day as deposited. I called the following day they said that it was not on business day and I had to wait until Monday. I said okay and they stated it would be released on Monday. On Monday they said that it could not be released because I had had a payment returned ( bounced ). Since the return was caused by their hold it feels a little bit like fraud that they are able to hold my funds cause the bounced check and then use it to hold my funds the next time. This feels like thievery. When I tried to resolve this with my banking institution I was put in que repeatedly for hours on end. I was hung up on. I was belittled. I was not treated with the respect of a member of USAA Federal Bank. This has been going on for months this repeating cycle of them holding my deposits and putting their own payments, automatic payments to their Bank, through, causing a bounce and using it as a reason to not release my funds for up to 10 days.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 812XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-05
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I had a job interview through XXXX XXXX. I got the job and the guy said he would send me a check and to print and deposit the check. Did that and to get my equipment send {$1500.00} through XXXX and {$990.00} through XXXX. I kept asking if this was a scam he said no. Now the bank has my account in the negative and refuses to give me my previous funds and refuses to stop my paycheck that will come tomorrow.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 765XX
Submitted Via: Web
Date Sent: 2023-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A