Date Received: 2023-05-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Hello, XXXX : This is very high level. I will go into more granular detail if needed/asked. My USAA checking account was compromised thought my tablet ( mobile device ) for about {$11000.00} in the month of XX/XX/XXXX. I filled each fraudulent charge as such when I discovered what was happening about a week later. A lesser amount was taken the month prior, and I requested a new debit card thinking my card was compromised. Come to find out, it was internal to my network. I have since re-formatted the tablet effectively killing the malware/virus. USAA issued me provisional credits while they investigated the issue. I thought to myself, what a good bank, looking out for their customers. On XX/XX/XXXX, they started to take back the credit. On XX/XX/XXXX, they removed {$4500.00} from my account, to recover the fraud I reported. I then took a hard stance with USAA. They decided when my wife was grocery shopping, to freeze our account. We immediately called and all anyone could say is per the disclosure agreement we have decided to not do business with you anymore. I then got letters from USAA stating this basically : the transaction was initiated from my IP address and email. I told USAA that if the malware was on my device, of course it came from my IP address. Once your device is hacked, they have access to any information on that device. Another reason is that I made 7 non disputed transactions more than 4 days ago. I dont check my bank account every day, but I do at least once a week, When I saw the transactions, I immediately called USAA to dispute EVERY ONE OF THEM. So, this reasoning is null and void to me. Fast forward to today, XX/XX/XXXX. I have since uploaded multiple documents that prove my innocence and today, they stated I can NO LONGER dispute this. Well, I am not going to quit for something that isnt right and when I did NOTHING wrong. I would LOVE to discuss this more and the next step is the OCC. Please see the attachments as for what I sent as proof. It goes into my paid subscription into the XXXX service that monitors the dark web and shows my information was all over the internet. " After a thorough investigation, we have determined that this activity isn't fraudulent. We based our decision on the following information : merchant was able to verify, Name, and Email Address, and address that match to the member/ '' This information is free on the internet and I proved that point, please see the attachments. I have many MORE attachments to show evidence and proof. This should be sufficient for now. They froze my account 2 days after receiving my VA disability check and paycheck. I have been without for almost three weeks. Nobody in the USAA cares. I called everyone and even someone from the office of the CEO and no sympathy, empathy, like you are the criminal. The left hand doesnt know what the right hand is doing at USAA XXXX This is just the cusp of my information and proof. I would be more than happy to discuss this further with the CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33626
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I had an account that had some fraudulent activity occurring. The institution said they would fix the issue. They did not. The account was closed by the institution months ago. I was not paying for a fraud that was occurring especially when the bank said they would handle it. I recently had a direct deposit from my employer sent to that closed account instead of my current one. The old bank now tells me they received the direct deposit, reopened the account and if there are any funds left they will send me a check. My problem lies in the fact that they did not honor fixing the issue nor try to even give me a new account and fix the initial issue. I find it deceptive for them to reopen an account they closed, accept a transaction and think I am not going to exercise my rights as a consumer because they refused to treat me as a customer in that situation. I had a direct deposit fro XXXX XXXX XXXX to deposit on XX/XX/2023. The old institution did not return the item. Unacceptable. The amount of my check was XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75039
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023 I had a direct deposit made into my account from an investment account. My intention was to use those funds to purchase a vehicle that we had ordered from the manufacturer and were under contract with the dealership for. In the same manner we had used previously for a different vehicle purchase we had the money transferred into our account with USAA FSB with the intention of ordering a cashiers check to complete our purchase. When I called to initiate the cashiers check I was told that they were unable to complete my request. I was told that it was their " policy '' that my account did not qualify for a cashiers check, when asked why as we had banked with them for more than 14 years. I was told that in XXXX I had XXXX NSF due to an automatic payment I had forgot about and had already made that payment to the company. I asked where I could review this policy as to the reason 's they can restrict my access to a cashiers check and they have been unable and unwilling to provide that documentation. USAA does not have local branches so we are unable to go into a location and discuss in person. We are now in potential violation of the contract we signed with the dealership because they did not previously disclose restrictions on cashiers check requests. XXXX more, in the phone conversation that took place on XX/XX/2023 the banking representative told me that they probably shouldn't have told me the reason they couldn't give me access to my money, and because she did she would probably get in trouble for it. I am concerned that they are keeping secrets from me regarding my own money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98684
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I have provided USAA with all supporting documents that show the transaction never successfully completed ( unlike they said it did in their reasoning for the denial ) to my XXXX account. An XXXX representative also told me while I was on the phone with USAA representative ( on a recorded line ) that they could not help me because there is no transaction for that on my account with them for them to assist me. The error is on USAA end ( I provided them with the proof that the transaction came out they refunded it when I first disputed it and then came back 3 months later and took it back.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30253
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-17
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I had an outstanding debt with USAA savings bank. I contacted them on XX/XX/XXXX of this year to make a settlement offer. USAA agreed to a settlement in the amount of {$3200.00} ( Settlement agreement attached ) Immediately upon agreement, I overnighted a check to USAA in the amount of {$3200.00}. This check was deposited and cleared my bank on XX/XX/2023. ( Cancelled Check attached ) I contacted XXXX and filed a dispute to update the reporting to reflect the agreement. I uploaded a copy of the agreement along with the cancelled check in the XXXX portal and confirmed receipt by phone. XXXX explained that any documentation would be considered fraudulent and false unless confirmed by USAA. They further explained that ANY information received by a consumer is considered to be false and any information received by a creditor is considered to be true. When XXXX contacted USAA they responded by saying they had received NO payment and the account balance and status remain Unchanged. I contacted USAA and was told the employees that respond to disputes did NOT speak to consumers and there was no recourse. Having no further recourse with the creditor or the credit reporting company, I am asking the CFPB to respond.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 809XX
Submitted Via: Web
Date Sent: 2023-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-18
Issue: Managing, opening, or closing your mobile wallet account
Subissue:
Consumer Complaint: Since XX/XX/2023, I have not been able to use XXXX XXXX. I closed my account with USAA in XXXX because they made me pay back charges where I was the victim. Soon as I paid them off with money I didnt have, and went broke. I immediately closed my account with them by XX/XX/2023, at the latest. The amount was for {$1300.00} I had to pay. Fast forward four months later, and USAA is still a deterrence. I can not do anything.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77043
Submitted Via: Web
Date Sent: 2023-05-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
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: The card was fraudulently used in XX/XX/2023 and we reported the fraud. The fraud was supposedly handled. We then paid the card off for the legitimate charges and closed the account in early XX/XX/2023. Despite the card being closed and receiving documentation in this regard, the card had fraud charges related to cash advances reappear in XX/XX/2023 and interest on cash advances was applied to the " canceled '' card in XXXX and XXXX. I have called at least 10 times to get the card properly canceled and the fraud dealt with to no avail.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 77845
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-15
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: Starting on XX/XX/XXXX and for one to two days after, approx. {$6000.00} in cash transfers were initiated without my approval, nor were they me. USAA was contacted, as they have every time an issue has since happened. My profile was hacked, a new card was being sent, and the address was changed for it to go to Florida.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02128
Submitted Via: Web
Date Sent: 2023-05-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-16
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have been reallocating my assets from my USAA savings account to a savings discover account. I have been very careful to time the transfer requests in such a way to avoid overdraft particularly. I transfered XXXX to discover after receiving XXXX from selling stocks on XXXX and being deposited into USAA. After receiving my midmonth pay I deposited XXXX into my USAA savings account from my checking account. After that was reflected on the app, I transfered that XXXX to discover. Now USAA is stating that I never transfered the XXXX between account and is claiming overdraft fee of XXXX. The app reflected my XXXX transaction which would have completely avoided the overdraft fee but now it is not reflected at all on the app! I feel this retribution from slowly closing down my account with them ( which I responded to in a survey ) and is completely unfair as sufficient money was within my accounts in the USAA ecosystem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-13
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: This company would not accept my United States Military ID so I could prove who I am. Yet, they have closed and placed the account on my credit report. How can I not be who I am with Military ID yet I am who I am with no creditable ID? Either they acknowledge I am who I am through my Military ID or this account is not mine because they have no ID to prove it is mine. Company : USAA SAVINGS BANK Address : XXXX XXXX XXXX, XXXX XXXX, TX XXXX Phone : ( XXXX ) XXXX Activity : Not more than 2 payments past due ( 2 ) Balance : {$4600.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A