Date Received: 2023-05-10
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was scammed of {$25000.00} US dollars by XXXX XXXX XXXX XXXX. I'm a member of USAA and they sent the wire to pay and I'm protected by the bank. Included is proof of exactly what happened!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-05-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/XXXX I deposited a cashiers check in my name of {$7000.00} into my checking account after a vehicle sale XX/XX/XXXX I had moved those funds to XXXX XXXX to repay a debt XX/XX/XXXX I had been locked out of my accounts due to USAA deeming the check fraudulent XX/XX/XXXX I contact the issuing XXXX XXXX about the check being fraudulent and got confirmation that the check was a valid check for the full amount XX/XX/XXXX, XXXX, XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX made calls to USAA to try and resolve situation even receiving confirmation letter from the XXXX XXXX branch XXXX that the check was valid USAA refused to accept letter and still is holding onto funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 480XX
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I sent a letter to XXXX explaining an account appearing on my credit report was not mine and to remove it immediately. They have failed to respond to my request in a timely manner. I want it removed now.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30213
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: Usaa has chosen. Not to do business with me but chose to deposit my va benefits into an account I have no ascess to. Leaving me with late fees on ultilties and rent. This is due to their policy of taking up to 60 days to close they account. This complaint is to inform USaa. That any and all fees along with any and all legal matters will be presumed in this matter. It is by no means justified to deny me the opportunity to eat or maintain a roof over my head Your policy creates a hardship for me that will force me in a finiacial situation that will be impossible to overcome release the funds by returning the to the XXXX treasury NOW
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89121
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-09
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/23 my account was hacked. I was traveling in Florida and received a call from usaa discussing a previous fraud dispute, during the call I was only sent the text to verify. After the call that I'm guessing was a scam call the caller unknown somehow logged into my account. I have 5 checking accounts, all 5 accounts were drained of funds by using the debit cards that are fully visible on ussa sites. Theses cards had not been used previously and one card is still in envelope not open as it was just mailed that day. The hacker charged 29 transactions to USPS totalled to XXXX. They even deposited a fact check in the amount of XXXX. The check was actually only for XXXX dollar. The hacker also performed 11 wire transfers between my 5 accounts. On XX/XX/23 i called usaa to report idenity theft. They assisted in changing user name, passwords, pins,. On XX/XX/23 usaa emailed stating Usaa has declined the check fraud dispute saying I owe it. No explanation given. I can not get a response on the 29 debit card disputes. Or the 11 wire transfer dispute. Looking at the accounts you can clearly see fraud. And no one from ussa will do anything. Our accounts are frozen. Today on XX/XX/23 usaa called demanding that the overdrawn account be paid, I explained that the accounts are frozen due to fraud but the representative said it didn't matter. We have no money accounts are locked. My kids accounts are locked.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-05-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-08
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: I am a past account holder. My brother was one till he died in XXXX. I contacted USAA less than a month after his death. They did not give an option for his account to stay open for estate purposes. It was immediately suspended. They forced me to reactivate my past account in order to speak with them. They then reported my contact information to 3rd parties and I started receiving harassing phone calls from XXXX XXXX for credit collection within a week. Within 2 weeks I received a condolence letter from their VP of credit cards addressed directly to me and including my brother 's final credit card bill. On phone call I was informed that I would receive no information on accounts unless I was appointed executor/representative of the estate by a judge. Before i went to court i received a phone call from USAA beteavement department that i was running out of time. I was informed of a 90 day limit once they receive notice of death. If they dont receive documents then bank policy is to cut a check pay to order of deceased estate to their last known address. I did this through probate court. I sent this paperwork to the bank and spoke to bereavement reps in 3 different departments who all verified that I am rep for estate and they all give me personal account info and let me make decisions regarding insurance policies so that I could pay them. When it came time to cut a check for balances in 3 accounts they said no. They said because the account numbers with exact balances were not on the probate document so they are not required to give me the . I was not my brother 's spouse and did not have access to that information. They then stated that since my sister and I are both on the probate document then they do not have to pay it to me anyways. My sister is listed as the primary creditor on the probate document with me appointed as representative. This was done by us since she paid for funeral and bills after his death but I live closer than an 18 hour drive to our brothers home. Now, it has been over 2 months since last speaking to the bank and they have not cut a check for his balances paid to the order of his estate either. I know because I am still receiving his bank statements. They also never answered my question about who gets to keep my brothers money if a check isnt cashed. Are they stealing money from the families of veterans who get an account at their bank since they are supported and endorsed bt the US government as safe and frindly to veterans and their needs?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 289XX
Submitted Via: Web
Date Sent: 2023-05-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Usaa Bank has taken fund from my account that was never credited from a fraud dispute. My account was hacked and XXXX XXXX was used. Usaa owes my {$68.00}. They never credited the account for the amount but deducted stating it was
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77077
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
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: During travel to XXXX approximately XXXX in support of XXXX XXXX XXXX I noticed fraudulent charges on my card, which is a Visa through USAA. I contacted the fraud department ( very difficult in these circumstances, and XXXX XXXX XXXX XXXX ). They refused to connect me to the fraud dept because they could not verify me, due to wifi calling in lieu of cellular. I had to have my bosss wife call them, and then switch to me after they verified her. After reaching the fraud dept, I was transferred to the the credit card dept, where I was met by a person with XXXX XXXX. I hung up, because I suspected a hack. The fraud representative never shut off my card, which continued to hemorrhage charges. I called the fraud dept again after realizing they hadnt even frozen my card, and was promptly forwarded to the wrong department. I then had to wait on hold, again ( have I mentioned that their calling tree makes it painful to reach a human? ), until I reached another rep. Who threatened to hang up on me because I was angry. I went through the charges with her and she said she filed a report. She insisted on sending me a new card and not freezing my account. Then the call dropped, because XXXX. Instead of contacting me back, they contacted MY EX WIFE. Tonight, I received an email saying that my credit score has dropped because my card is past its limit. They still havent removed the charges. So I was forced to compromise my identity again to call them over questionable WIFI. And this representative told me that her record shows that I didnt finish going through the charges with the previous rep. Despite the fact that I spent over an hour on the phone with the previous representative. We went through the charges again, and she assured me that it was complete. The charges are still present on my account. I have no confidence in USAAs fraud procedures anymore, and this has been a brewing problem for a couple of years, despite the fines they have received. I just got a new card a month or two ago because it was compromised. This card is my oldest credit account, so I cant simply close it, although it seems they wouldnt close it if I asked, since they refuse to freeze it. USAA needs regulatory discipline to step in to fix whatever is wrong with them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29483
Submitted Via: Web
Date Sent: 2023-05-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I deposited a cashiers check. USAA has decided to hold that money for XXXX days even if the federal reserve transfers the funds. This is a blatant attempt to stall my deposit while they collect interest on it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 88310
Submitted Via: Web
Date Sent: 2023-05-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-05-06
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Called XXXX XXXX and spent two hours trying to close account. Submitted help desk ticket for IT assistance, and for two months XXXX kept calling getting routes to different departments : security, checking, business analyst, IT all making excuses that I couldnt close my account. I had an INC # for assistance to be escalated and no help. I keep getting the runaround and was told I needed my husband on the call to close it but then they said I didnt. No transparency and they admitted theres no other reason why I cant close my account : XXXX balance, no transactions for months. Also same issue with my savings. Ive spent over 20hrs on the phone getting routed. Then they wouldnt let me get contact info for litigation.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TN
Zip: 378XX
Submitted Via: Web
Date Sent: 2023-05-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A