Date Received: 2023-06-05
Issue: Fraud or scam
Subissue:
Consumer Complaint: I have been on a waiting list with a dog breeder ( XXXX ) since XX/XX/2023, with a {$500.00} deposit ( confirmed received by the breeder ). I know XXXX, and she is known in the US as she travels to dog shows, posts her dog 's showings, and has been registered as a breeder of merit with the XXXX for a long time. Someone gained access to the XXXX 's email, and on XX/XX/XXXX when puppies were available, the intruder continued a conversation I had been having with XXXX, relaying that puppies were available, when I could have them brought to me, and requesting payment. The payment request details were altered to the intruder 's address. Since this was a big purchase ( a total of {$3000.00} ), I phoned up XXXX and confirmed all details about the dog, plans to send the dog to me, and how much she was asking for. Since she confirmed all those details to me, I felt secure in sending, and sent the first third ( {$1000.00} ) via XXXX. USAA states that XXXX is only for sending payments to people you know ( they used a dog walker as an example ), but since I do know XXXX I felt secure in going through. Right after that payment, I texted the payment receipt to XXXX, and she immediately told me that the XXXX address was not hers. I immediately called USAA to stop the payment. The USAA representative I spoke to told me that I would be credited the {$1000.00} while an investigation was opened, and if the investigation confirmed the details I had provided then the money would remain with me. XXXX and I spent the next few days working together to identify what happened with her email- the end result was her service provider told her she had been hacked and that someone had used it to commit fraud upon several of her customers. A few days later ( XX/XX/XXXX ), upon more research of how to handle this issue, I filed a police report of fraud with XXXX XXXX XXXX XXXX Police. They told me that since USAA was investigating the fraud, they would not. The following Monday, I called USAA to see the status of the investigation, since I had not been credited the $ XXXX as I had been told to expect. They told me that the investigation was still ongoing. I have not received any requests for information from USAA since my initial call immediately after the payment. Today, XX/XX/XXXX, I received notification from USAA that they closed the investigation and would not be helping me to recover the money. They found that the money had been sent to the intended recipient. They will not help me to recover the money I lost to the fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20744
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: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I was trying to make a wire transfer to XXXX a major crypto currency application. USAA fraud department flagged it as a possible scam and reversed the wire transfer. After calling for 3 days just to verify who I was they would not open the account. USAA had my phone number verified, my children 's birthdays, my vehicle types, my pin number and several other means of verifying who I was. I even went to the main bank in XXXX XXXX after driving XXXX miles to verify myself in person. I gave them my driver 's license to copy and sent it to the fraud department. Still, no one at the bank would see me standing in the lobby. I called the fraud department while in the bank and still could not get my account unfrozen to do my daily business. Now my monthly payments are due again I can't pay them, it has already damaged my credit. All my direct deposits go in this bank account so needless to say I have no funds to pay my bills. My mortgage has been late along with my vehicles, and utilities. It is costing me late fees and other expenses due to not having access to my money. I need my account open asap so I carry no further late fees.
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
Date Received: 2023-06-03
Issue: Lost or stolen check
Subissue:
Consumer Complaint: Referencing USAA fraud investigation number XXXX, I received notification of an incorrectly disclosed mortgage cost resulting in a refund check of {$2400.00}, stating that the check had already been sent separately. After a month or so, figured out with USAA that the check had been cashed, the screenshot of signatures was a set of fraudulent signatures, not my wife and my own. I initiated a fraud investigation with USAA and received by mail the required forms. I submitted the forms by mail no less than 6 times with slight variations on the way in which they were to be filled out, often requesting information formats from previous iterations. I submitted the last iteration with a signed letter, the text of which is copied below. A month later I received notification saying that the fraud investigation was being closed since too much time had passed. This was clearly a stalling tactic in order to reach this arbitrary deadline with no intent of paying the money that was incorrectly withheld years ago. The following letter was mailed to USAA in response for another variation on the same form, which was also included. Attn USAA Fraud Investigation personnel, Referencing USAA fraud investigation number XXXX, I have received multiple requests for the same enclosed form requesting slightly different variations of information each time as documented in the attached. The latest request asked that I fill out section XXXX statement of fact which is clearly marked in instructions as information provided by the maker ( the entity who wrote the check, which is you, not me ). This is clearly an attempt to not address the issue at hand which is an overcharge for services {$2400.00}, the loss of a check ( I still have not received information from USAA on where the check was mailed ) and the resultant loss of income that could be made from that amount of money during the time lost which is significant in today 's economic climate. If I receive another request for the filling out of the chase declaration of unauthorized endorsement or altered item form with slightly different information requests, I will be elevating this case to the consumer finance protection bureaXXXX and closing as much business with USAA as I possibly can. Please resolve this issue as soon as possible, the service level is not acceptable. Please address any questions to to myself at XXXX, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77062
Submitted Via: Web
Date Sent: 2023-06-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently took out a personal loan, through XXXX XXXX XXXX XXXX, to consolidate Credit Card debt. This complaint is NOT against XXXX XXXX XXXX XXXX. It is solely against USAA. On XX/XX/XXXX, two payoff checks were sent to USAA to pay off the balances on the two credit card accounts below, as is detailed in the loan agreement attached. Rate Advantage Platinum Visa Account Number XXXX XXXX XXXX XXXX Signature Visa Account Number XXXX XXXX XXXX XXXX Despite repeated efforts to request USAA process the payoff and/or investigate as to where the funds were delivered and why they were not applied to pay off the balance, including the recent chat XXXX attached below, USAA continued to willfully assess interest charges on both accounts ( summarized below ). Rate Advantage Platinum Visa XX/XX/XXXX, XXXX XXXX, 2023 Interest On Cash Advances Finance Charge - {$61.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$130.00} Signature Visa XX/XX/XXXX, XXXX XXXX, 2023 Interest On Cash Advances Finance Charge - {$30.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$86.00} XX/XX/XXXX, XXXX XXXX, 2023 Late Charge Fees & Charges - {$25.00} I want the CFPB to publish this description on consumerfinance.gov so that others can learn from my experience. The CFPB will take steps to remove my personal information from this description but someone may still be able to identify me. Learn how it works. I consent to publishing this description after the CFPB has taken these steps.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-04
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: I recently took out a personal loan, through XXXX XXXX XXXX XXXX, to consolidate Credit Card debt. This complaint is NOT against XXXX XXXX XXXX XXXX. It is solely against USAA. On XX/XX/XXXX, two payoff checks were sent to USAA to pay off the balances on the two credit card accounts below, as is detailed in the loan agreement attached. Rate Advantage Platinum Visa Account Number XXXX XXXX XXXX XXXX Signature Visa Account Number XXXX XXXX XXXX XXXX Despite repeated efforts to request USAA process the payoff and/or investigate as to where the funds were delivered and why they were not applied to pay off the balance, including the recent chat transcript attached below, USAA continued to willfully assess interest charges on both accounts ( summarized below ). Rate Advantage Platinum Visa XX/XX/XXXX, XXXX XXXX, 2023 Interest On Cash Advances Finance Charge - {$61.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$130.00} Signature Visa XX/XX/XXXX, XXXX XXXX, 2023 XXXX XXXX XXXX XXXX XXXX XXXX - {$30.00} XX/XX/XXXX, XXXX XXXX, 2023 Interest on Purchases Finance Charge - {$86.00} XX/XX/XXXX, XXXX XXXX, 2023 Late Charge Fees & Charges - {$25.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: USAA claims to have not received my debt validation letter, yet I have a certified mail slip XXXX XXXX XXXX XXXX XXXX XXXX that was signed for by USAA on Mon, XXXX XXXX, XXXX XXXX, which indicates this as untrue and they are continuing to practice slight of hand. USAA has since harassed me by phone despite my very clear terms of only communicating with me via a commercial affidavit, and specifically stated to NOT harass me by phone. USAA has not answered my requests POINT FOR POINT of the following. I quote specifically from the VOD sent directly to USAA at XXXX XXXX XXXX. XXXX XXXX TX XXXX. " * The amount you claim the Respondent owes you * An explanation showing how you have computed the amount. * Copies of any documents that prove I agreed to pay the alleged amount * The identity of the original creditor * The original lawful contract I would also like to request, in writing, that no calls should be made by your agency to my phone line. If your agency attempts to make unlimited or computer generated calls to me or any third parties, then it will be considered harassment, and I will have no option but to file a lawsuit. All future communications with me should be done in writing and sent to the address mentioned in this letter. Further, any correspondence must be made in the form of a commercial affidavit under penalty of perjury and sent by certified mail. Any other form of service shall be deemed defective upon its face. '' USAA chooses to remain in dishonor in this matter. Once again, I request to be answered point for point via my VOD. USAA has failed to respond to me via a commercial affidavit within the 10 day period allotted, which places them in dishonor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77304
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: In XXXX we purchased a timeshre with XXXX, i paid XXXX dollars on my debit card and XXXX dollars cash. 1 week later we decided not to keep the timeshare and cancelled it. We were told it was cancelled and would recieve a full refund. On XXXX a payment fro XXXX dollars was taken out of the account for the timeshare. At this point we made a dispute for both transactions adn got a temp credit from USAA for XXXX and another for XXXX several days later XXXX gave us a credit fro XXXX dollars and said that this was for the deposit that the remianing XXXX would be credited back once they recieved a tablet they gave us and told me that the payment fro XXXX was never issued to them. They sent me a statement where it shows they recieved the payment and same day the funds where pulled back.I told the bank thatthey had the dispute worng and that the refund recieved was indeed for the deposit as XXXX didnt recieve the XXXX paymnet. They said they would update the dispute and i had to wait. after several weeks of back and forth and me calling every week they went ahead and closed my case. The bank is sayign that the XXXX dollars recieved by XXXX were for the monthly amount taken in XXXX and that the payment made fro XXXX could not be disputed as it was past the 30 days. I am still short XXXX and the bank says its not on them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-02
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: SInce XX/XX/XXXX, I have been trying to update my beneficiary ( POD ) with all my USAA banking accounts. This is due to me getting married last month as well as an upcoming major XXXX I will undergo. I want to get my affair in order, just in case. After numerous attempts through online chat and phone calls, I am getting nowhere. On XX/XX/XXXX, I managed to reach an online chat agent who sent to me a " XXXX XXXX XXXX '' form that I needed to fill out and return. After reviewing the form, it didn't seem right so I contacted an online chat representative later that same day. This representative informed me that I had been previously misinformed and I could go online to my account page and update the beneficiary ( POD ) there. I attempted to update my POD online. The online banking site informed me I could not update my POD online and should call USAA directly. After two calls of being misdirected to the wrong support staff, I reached a customer support representative. This representative attempted to update my POD with my accounts but informed me the, 'system is down ' and to call back later. That representative informed me that, despite me having previously designated my brother as POD over a decade ago, I have no current POD designated. ON XX/XX/XXXX, I managed to reach a USAA representative by phone ( after a 32 minute hold ). That representative tried to update my POD for me but came back and read to me from her computer terminal, " software unavailable at this time ''. We were unable to complete the action. The representative reaffirmed to me that USAA has no record of me having designated a POD to my accounts. I recall having done so around XXXX. On XX/XX/XXXX, I recieved a telephone call from someone representing themselves as a customer support representative from the USAA " CEO 's office ''. I explained my situation and she was apologetic and said she would complete my request for designation of a POD on my accounts. After being on the liine for more than 30 minutes, she came back to me and said she was unable to complete my request. She stated she would need to transfer me to another department and asked if my spouse ( the new POD designee ) would be available to 'answer questions '. I became suspicious. I also discussed with this representative that the existing POD on my accounts had mysteriously dropped from my accounts in XX/XX/XXXX. I had researched this from my old statements to confirm that, in fact, my brother had been designated as POD up until XX/XX/XXXX but had mysteriously dropped off after that date. This was without my action or me being notified. The representative placed me on hold and further researched. She came back and said she discovered my brother as POD had vanished after XX/XX/XXXX ( I had found it to be XX/XX/XXXX ; not sure of the discrepancy ). We ended the call with the USAA repXXXX directing me to call back and ask for a different department. I no longer have confidence in USAA 's ability to help me. Most troubling - I have gone years without a beneficiary ( POD ) on my accounts when I had expressly designated one. They dropped my POD unilaterally without telling me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27205
Submitted Via: Web
Date Sent: 2023-06-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
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: Fraudulent Charges : XX/XX/XXXX and XXXX of XXXX there were a series of 4 charges made in California ( CA ) on my credit card. I called USAA, disputed that charges as I live in New York and was in NY when the charges took place. They were promptly removed from my account. Whole Foods - {$29.00} Whole Foods - {$68.00} XXXX - {$6.00} XXXX - {$11.00} Fraudulent Charges Reinstated : XXXX of XXXX the charges reappeared and after calling, I was informed that an investigation took place and based on login activity on my USAA banking app, my IP address showed me in California. This is a flawed method, as I use a Virtual Private Network ( VPN ) that masks my IP address and routes it through other servers ( which will make me appear to be in different locations such as California ). Attempts to resolve : I've since called in to USAA on 10 separate occasions. There have been 4 different dispute tickets filed by a member of their Member Resolution Team ( XXXX ) which were supposed to review documentation I provided proving I was in New York, not California ( other credit card statements showing NYC transactions and Google Maps history ). Each time the member of the fraud team states that IP address data shows I was in California and thus the determination that " the member '' ( me ) is liable for the charges. Documents provided to USAA ( Proof of me in New York ) : - Proof of XXXX - XX/XX/XXXX XXXX Statement ( XX/XX/XXXX charges ) .pdf - shows transactions from my Chase account for New York restaurantsXXXX public transit ( XXXX ), etc on XX/XX/XXXX and XXXX of XXXX ( the dates USAA claims I was in California XXXX. - Proof of XXXX - XXXX - Screenshot of my XXXX Maps data from XX/XX/XXXX which show me traversing XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 10019
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-31
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I would like to report XXXX fraudulent practice on supposedly 0 % promotional offer related to my USAA American Express Credit Card. On XX/XX/XXXX, USAA sent me a 0 % Promotional Offer for my USAA American Express Credit Card through XX/XX/XXXX billing cycle. I availed {$2000.00} of the offer on XX/XX/XXXX and was charged 3 % which is {$60.00} fee which I was okay with as it was clearly stated in the letter. Starting XX/XX/XXXX up to my recent bank statement of XX/XX/XXXX, I have been charged {$0.00} to {$0.00} every month labeled XXXX on Purchases. Its a very minimal amount and I didnt really have time to look into it deeper UNTIL TODAY! Heres a summary/timeline of everything that happened : XX/XX/XXXX Purchased gas for {$65.00} XX/XX/XXXX Received bank statement with the XXXX XXXX of {$65.00}. Minimum due was {$15.00} with payment due date of XX/XX/XXXX. NO OTHER PURCHASES IN XXXX. XX/XX/XXXX Availed the 0 % XXXX Offer for {$2000.00}. NO OTHER PURCHASES IN XXXX. XX/XX/XXXX Paid {$65.00} XXXX XXXX balance in full on the due date. XX/XX/XXXX Received bank statement with XXXX XXXX of {$2000.00} with minimum payment due of {$30.00} due on XX/XX/XXXX. The new balance consisted of the {$2000.00} convenience check plus the {$60.00} fee. NO OTHER PURCHASES IN XXXX. XX/XX/XXXX Paid the minimum payment due of {$30.00}. XX/XX/XXXX Received bank statement with new balance of {$2000.00}. NO OTHER PURCHASES IN XXXX. Upon review of this statement, as I was tracing back the source of the Interest on Purchases charges, I found that somehow in this bank statement, they were able to sneak in, under the Interest Charge Calculation on Page XXXX, an amount of {$15.00} Regular Purchases subject to 20.65 % interest rate even though I have not made any purchases since XX/XX/XXXX!!! How very sneaky!!! The following unauthorized charges were added to my account : o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} o XX/XX/XXXX {$0.00} These are very small amounts but its the principle that counts!!! I spoke to customer service agent Destiny today, XX/XX/XXXX at XXXX am XXXX time to report this and she said she can only go back 4 months and not from the beginning of the charges, and make an adjustment only on the last 4 months, which I have yet to receive. I asked if they will continue to charge me in the succeeding months and she could not provide me an answer. I was on the phone with her for XXXX minutes. She put me on hold a few times while she asked another colleague of hers, until she finally hung up on me without any resolution or even saying goodbye. The issue remained unresolved. I know this is a very minimal amount, but I think this is tantamount to fraud. While my charges are only in cents, totaling {$1.00}, how much are they charging other customers? And if were not checking those interest charge calculations, are we just at their mercy? This fraudulent practice probably gives USAA so much income that is not rightfully theirs. Im reporting this because this is wrong, and they are unable to help me at this point. Hopefully by reporting this to you, they will take this issue more seriously and look at their interest calculation system. Hopefully they also have the decency to respond!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 851XX
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A