Date Received: 2023-05-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I went into XXXX XXXX to purchase a new boat for approx {$32000.00}. With over {$37000.00} in my account I attempted to use my debit card which was declined. I went online to increase the purchase limit which only let me do so to {$25000.00}. Upon calling USAA around noon I was on hold for 40 minutes before the agent informed me that USAA put on a {$25000.00} fraud limit. I asked the agent to increase it for my purchase. She said she could not. I asked for her supervisor who also said she could not do anything but that I could trick the system by using a pin purchase and one without. The store could only do non pin purchases. She said I should use my credit card which the store charges 3 % or {$200.00} on the remaining balance of around {$7000.00}. I asked if she would have USAA pay the fee... she laughed. She said I could go to a bank or ATM to get the rest! I went to XXXX who does only non pin transactions and the ATM limit is {$1000.00}. I should not have to run around to 7 different ATM 's to get my money! Nor should I even have to go to another bank! USAA is criminal in pretending that they are helpless in allowing me to access my money... .theft. What right does USAA have in holding my money hostage upon any whim they come up with? Needless to say, I will be closing all my accounts with USAA and suggesting the same to all my friends. I will be XXXX if I keep my money in a bank ran by fascist authoritarians.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32563
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: Fraud or scam
Subissue:
Consumer Complaint: I had {$710.00} transferred to XXXX different people who I do not know on XX/XX/XXXX through XXXX. I reported it to my bank, USAA, who has done nothing to help the situation. I did not give any of my information out or have any scam/fraud calls to me. Also the same day I had a fraudulent attempt on my card to buy {$230.00} in gift cards that did not get authorized. USAA has said they looked into it but it is not fraud. I have never used XXXX in the past, this was the first time it had been used and not by me. The bank does not seem interested in resolving the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78154
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA allowed fraudulent activity on my account. Someone, unknown to me by the name of XXXX XXXX was able to gain online access to my accounts and attach their account to mine. Thereafter, withdrawing {$35000.00} from my accounts in {$5000.00} increments. USAA did not stop this person from doing so, even after I reported the transactions as fraudulent. I tried putting claims through the fraud department twice to get resolution with USAA, both times I was denied. I am XXXX military in the XXXX XXXX and I have detailed notes on each phone call, email, bank transaction etc. USAA should not be able to get away with this. I have filed a police report, and complaints with the Attorney General, and the Federal Trade Commission. I will be filing with the FBI next as well as reviews on every platform I can access. The world should know that their money is not safe with USAA and USAA does not take care of its members.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37042
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-06-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: My debit card was stolen around XX/XX/XXXX and I had multiple fraudulent charges that day. I let USAA know that the charges were fraudulent, they temporarily refunded me and conducted an investigation. I reported my card stolen and ordered a new one. They rejected my claim, saying there were no signs of account take over. I called and submitted another request for review ( an agent told me I needed to include the information my card was stolen ), and then it was rejected immediately ( within a day ). The charges are as follows : XXXX XXXX, {$9.00} XXXX XXXX XXXX, {$34.00} XXXX XXXX, {$75.00} XXXX {$76.00} XXXXXXXX XXXX XXXX XXXX {$89.00} XXXX XXXX XXXX XXXX, {$93.00} These charges are not mine and I am frustrated at how little help USAA has been.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 958XX
Submitted Via: Web
Date Sent: 2023-06-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XXXX XXXX 2023 there was XXXX fraudulent ATM withdrawals without my knowledge or permission. I disputed these transactions consisting of {$400.00}, XXXX, XXXX and XXXX totaling {$1400.00}. I informed USAA. An investigation was open and the {$1400.00} was immediately credited to my account. XX/XX/XXXX I called USAA back because I discovered there was more unauthorized withdrawals before XX/XX/XXXX. On XX/XX/XXXX. I didnt catch these because there were automatic payments and other XXXX funds transfers I made in between. On XXXX XXXX, 2023 I did not authorize or withdraw {$400.00}, {$300.00}, {$300.00}, {$500.00}, {$300.00}, {$400.00} totaling {$2700.00}. On XX/XX/XXXX USAA credited my account the XXXX. On XXXX XXXX 2023, USAA retracted the credits and withdrew the amounts from my account again. Thus, leaving my account in the negative unable to make payments and bills. As seen in the attachments below. I called USAA back XXXX XXXX, 2023, saying I am not responsible for these transactions. They would reopen and reinvestigate for me. XX/XX/XXXX they informed me the decision will remain. I am having to put both mortgages on hold and both car payments. I am still awaiting the decision the amount for XXXX, but I fear it will be the same result. I have other bills and payments I have put on hold. I am XXXX XXXX military and my check deposited today is almost gone. And if USAA rules the same on the first dispute. I will be in the negative again. If I miss payment and it gets back to my leadership it can affect my rank or result in disciplinary actions. I have been stressing on late payments or reports to the credit bureau. I shouldnt be responsible for fraudulent activity in my account that I didnt make. USAA makes it as if I am asking for somethings thats not mine, or not giving details on what evidence it was me. These withdrawals are totally out of normal for my account. Please assist me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78155
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/23, I noticed 3 transactions ( all with the same merchant ) on my account that were unauthorized. I immediately reported the transactions to USAA and opened a dispute, and they issued temporary provisional credits while they investigated. On XX/XX/23, I was informed via email that they were denying my dispute and would be reversing the credits. Upon reading the documentation provided by the merchant, it became apparent that the evidence for the transactions being legitimate was severely lacking. The merchant 's documentation consisted of two things : 1. A printout of my account history with the merchant - The issue with this is that I had legitimately done business with the merchant in the past ( and never claimed otherwise ), my contention was that the last XXXX transactions with them were not authorized, but prior ones were. Simply showing that I had done business with the merchant in the past ( something I had never denied ) fails to show that the 3 transactions that were disputed were legitimate. 2. A printout of a background report that the merchant had obtained on me, including prior addresses and phone numbers - The merchant seemed to suggest that since they had my personal information, therefore, the XXXX disputed transactions were legitimate. However, as stated above, since I had previously done business with the merchant in the past, it is no surprise that they had my personal information, since I had given that to the merchant myself. I have made countless calls to USAA since XX/XX/23 in an attempt to understand why the dispute was denied and to resolve the issue. As has become typical USAA practice, I wasn't allowed to communicate with anyone who actually made a decision regarding the dispute. Instead, I was told that a " request '' could be opened to re-open the investigation. However, several days later and without warning, USAA locked me out of my bank account and changed my password and PIN. That was apparently their response to re-opening the investigation of the dispute ( and then subsequently denying the dispute again, without providing any information, and failing to answer any question raised for the reason of the denial in the first place ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SD
Zip: 570XX
Submitted Via: Web
Date Sent: 2023-05-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I contacted USAA about how my statement has two separate interests rates. One for cash advance and one on regular interest. The Interest for the cash advance will stop once the full payment on the account is made. So even if I pay back the amount I took out from the cash advance I will still be charged until I pay my whole balance. The reason they do this is because " The company is not allocated that way, so we can not separate where the money go. '' Quote From the Member of resolution team. The fact that it is the bank who sets up the fees, amounts as well as where the money goes is concerning sense this bank that is suppose to be supporting Troops or " American Soldiers. '' This seems like a way that would benefit the Bank more than the soldiers. Sense I didn't have a XXXX balance even after a year I was still being charged interest, but was paying.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80906
Submitted Via: Web
Date Sent: 2023-05-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-30
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I am a victim of identity theft and fraud there have been accounts opened in my name that I have not been aware of I checked my credit report yesterday and I have seen several accounts that I never applied for or opened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20003
Submitted Via: Web
Date Sent: 2023-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-27
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: Submitted a dispute with USAA on XXXX XX/XX/2023 after XXXX delivered the completely wrong order ( a significantly cheaper order ) and refused to refund me multiple times. I submitted the receipt and photos of what was delivered to me as well as 3 chat logs where XXXX admitted they made a mistake and said I deserved a refund but due to policy, they could not grant one. I submitted this 3 times to the USAA dispute portal. After 60 days they said they had not received them so I called them at the end of XXXX and they asked me to resubmit a different way. This time they received all documentation and I received confirmation. It then was sent to the merchant and it has been in a waiting for Merchant 's Response status ever since. On XX/XX/XXXX I received a letter from USAA saying after a thorough and reasonable investigation was performed and reviewing all internal records and relevant information it was determined that no error was made and they would reverse the XXXX credit for they granted me. However, as of today XXXX XXXX the dispute status still shows waiting for XXXX 's response. I don't know how thorough an investigation it was that they found in the merchant 's favor when the Merchant still hasn't responded to the dispute. I contacted USAA on Monday XX/XX/XXXX to ask for the documentation that they used to come to their conclusion as their letter said I had that right. They submitted the request to their internal security team but as of XXXX XXXX XXXX still have responded but on XXXX XXXX they debited my account for XXXX. I feel like they closed this investigation without any action and without gathering any facts as the only evidence they have is mine and yet they found for the merchant.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21113
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-27
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: USAA FEDERAL SAVINGS BANK HAS ILLEGALLY DEFRAUDED THE CLAIMANT BY ADMITTING ON XXXX XXXX XXXX THAT MULTIPLE ILLEGAL VISA CREDIT CARS WERE OPENED BY CYBERCRIMINALS AND FINANCIAL THEFT HAS BEEN UNRESOLVED FOR OVER 12 MONTHS WITHOUT CLOSURE THIS SERIOUS HACKING OF MY EXCELLENT NAME AND CREDIT RATING IS OUTRAGEOUS AND EXTREMELY FRUSTRATING AND THE TERMINATION OF ALL ACCOUNTS IS REQUIRED BY THE CLAIMANT IMMEDIATELY THIS MATTER HAS BEEN REPORTED TO THE FBI IN XXXX XXXX TEXAS AND THE FBI IN XXXX XXXX NEVADA IN CHARACTER ASSINATION IN ILLEGAL XXXX INDEMNITY THE CONSUMER FINANCIAL PROTECTION BEAREAU MUST INVESTIGATE ALL FRAUD AT USAA BANK WITH ALL FRAUD DEPARTMENT OFFICIALS INCLUDING XXXX XXXX IMMEDIATELY AND REQUIRE A WRITTEN CRIMINAL INVESTIGATION WITH REPORT TO THE VICTIM OF IDENTITY THEFT AT XXXX XXXX XXXX XXXX XXXX XXXX XXXX SC XXXX XXXX INVESTIGATE WITH IMPUNITY IMMEDIATELY!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 293XX
Submitted Via: Web
Date Sent: 2023-05-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A