Date Received: 2023-03-27
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: An unauthorized user set up an auto pay using my account information. The amounts were not significant each month and came from a valid vendorXXXX XXXX XXXXXXXX, that I use, which is why it did not catch my attention for 3 years. USAA, my bank will not do anything for the charges older than 60 days. Even though the vendor said they should reverse the charges back to the vendor so they can be placed onto the correct account as a balance due. I am out XXXX XXXX dollars and the bank will not do anything to assist me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30030
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My wife mailed a check for {$43.00} ( from our local post office ) to our local XXXX. Somewhere between the post office and the XXXX XXXX, it was intercepted buy a fraudster. The fraudster then took white-out and altered the check, wrote over the white-out making it payable to an individual for {$5000.00} ; the check was then cashed ( via mobile deposit ) by USAA on XX/XX/XXXX XXXX it was on our XX/XX/XXXX statement. The alterations were amateurish with at least 16 places on the check where you can see that the original writing had been altered. I discovered the problem and reported it to USAA on XX/XX/XXXX. The two USAA employees on the call agreed that it had obviously been altered and then cashed by USAA ; they explained that their fraud unit would investigate, call us in the next 3 days and reimburse the funds into our checking account. USAA did not call us ; on XX/XX/XXXX, I saw a message on my USAA log in that stated they denied your request to adjust your account. because I notified them at 73 days rather than 60 or less. The back of the check says For USAA mobile deposit only so, that suggest a USAA account existed to receive the funds ; that USAA account was surely created with faked identification. USAA has refused to verify there was a USAA account the funds were transferred to and whether the XXXX is still in that account or if, and when, the cash was withdrawn. USAA cashed an obviously fraudulently altered check and transferred my funds to a surely falsified USAA account and they refused to tell me where the {$5000.00} went once they transferred it out of my account. USAA refuses to take any responsibility because of the 13 days over the 60 days and I have been a customer for 39 years!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19382
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: We have a USAA checking account that is connected to another bank that we bank at. Someone got access to our USAA checking account and attempted to transfer {$5000.00} from our other bank to our USAA checking and straight from there to another USAA account. We did not have {$5000.00} in our other account. This was late in the evening on Friday XX/XX/XXXX. USAA allowed them to complete this transaction, placing a hold on {$4000.00}, but allowing them to take {$1000.00} plus everything in our checking. They took everything except {$0.00}. That would have been approximately {$250.00}. My husband discovered this around XXXX Saturday morning. He immediately called USAA and talked to their fraud department. They assisted him in changing all our passwords and Issued new cards. We were locked out of all our USAA accounts. They said for 3 days. We called back on Wednesday because we were still locked out. We were told to give them more time. On Saturday we called back and were told they decided it wasnt fraudulent. They said they would resubmit it. We were locked out of our accounts for another week. We also received a letter from them stating we owed them over {$900.00}. Today, XX/XX/XXXX, we received another letter stating that as of XX/XX/XXXX, they decided that our credit card would be the overdraft protection for our checking.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77520
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: On XX/XX/2023, USAA suddenly and without notice halted my ability to make mobile deposits to my checking and savings accounts. I've had accounts with USAA for more than 10 years and have consistently made deposits with little to no issues. When I tried to make this most recent deposit on XX/XX/XXXX, I received an automated message that said, " due to banking history, I could not make mobile deposits. '' When I called USAA on XX/XX/XXXX, I was told that because my XXXX son 's account ( which is linked to mine ; I opened it for him when he was a minor ) was subjected to XXXX fraudulent deposits in the amounts of {$25000.00} and {$10000.00}, that my account -- which is in no way accessible by anybody but me -- was therefore being penalized and barred from mobile deposits. Since USAA has no branches or ATMs that takes deposits, this makes my USAA account virtually useless to me. I spoke with XXXX USAA officials in member services and member resolutions over the course of XXXX day to try and get this situation rectified by either having my son 's account severed from mine ( so that I could resume normal banking activities on my accounts ) or by having the unfair penalty removed from my account ( so that I could resume mobile deposits ), but was told USAA could not help me. I am being wrongly penalized for fraud committed on my son 's account by a criminal because I believe USAA does not want to take accountability for the fact they were negligent in allowing the fraud to go forth in the first place. ( My son had called USAA to report the fraudulent deposits and the criminal activities on his account numerous times over the span of three-five days -- but USAA never stopped the fraud ; never stopped the fraudulent deposits ; never stopped the subsequent dozens of fraudulent cash withdrawals that occurred out-of-state. ) I should not be penalized for the actions of criminals on an account that is owned by my XXXX son, especially when USAA was negligent in halting the criminal activity in the first place. USAA also refuses to give full information about the status of the investigation into my son 's fraud complaint, so that when I call to try and resolve my current mobile deposit issue, or to sever my son 's account from mine, I'm told that USAA can not do that because my son 's account is undergoing a fraud investigation -- but then USAA will not provide clear information about the fraud investigation to either myself or my son. In other words, USAA is not only penalizing my accounts for criminal activity that affected my son 's account -- but USAA is also refusing to give information about the investigation of this criminal activity that could be used to clear up the issues with my accounts ( as well as my son 's account ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22556
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Late XX/XX/2023, I was attempting to sale my boat. I was working with a potential buyer and the buyer sent me a business check for the purchase of my boat. I called USAA and informed them that I was selling my boat and I had a check that was suspicious to me. I asked how to determine if this was a fraudulent check. The USAA representative told me the only way to determine if the check is fraudulent is to deposit the check and let USAA run the process. As long as I don't touch the funds, they would just pull the funds from my account if it was deemed fraud. A few days later, I called USAA back after having some suspicious correspondence with the buyer that made me assume that the check was fraud. I called USAA back, told them I assumed this was fraud and opened a fraud case with USAA to investigate. About 5 days later, I was notified that the check was fraudulent and they removed the funds from my account. The security person told me that if I deposited another fraudulent check, I would be removed as a member of USAA after 25 plus years. Now USAA has added a restriction on my account so I am no longer able to deposit checks above {$1000.00} dollars a day. Even though, in their own documentation, it strictly states that no negative actions will be taken against my account. Now USAA is telling me that due to the fraud check, my account has been tagged and will not be able to be reviewed for another six months. USAA escalation managers, two of them, have told me its my responsibility to now that a check is fraudulent before depositing it into my account. So much for USAA protecting the consumer. Didn't realize I have to have a financial background to determine how a check is fraud or not. I do not have the ability to mobile deposit checks now. USAA is refusing to assist, even though I did everything by their guidance. USAA after 25 years of being a member is treating me like I am the criminal. This is complete, utter, disappointment in USAA. I expected better!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98371
Submitted Via: Web
Date Sent: 2023-03-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2023 I was contacted by USAAs phone number ( I was easily able to identify it was USAAs real number as I have there number saved in my contacts ). The so called USAA representative informed me of a fraudulent charge caught on my account and we proceeded to what I thought was take the proper steps to cancel my old card and get a new one sent. Unfortunately the caller was a scammer who had somehow been able to call through USAAs number and sounded exactly like a representative, even down to the music and same questions I was always asked by USAA reps. The scammer only asked for a six digit code that he was able to get sent to my phone meaning he already had enough personal information of mine to get the code sent to my phone ( He did not ask for nor was he given anything other than a six digit code ). Unknowingly to me he then had full access to my account where he sent himself a card and could deposit checks. On the morning of XX/XX/XXXX I logged onto my USAA account where I saw a fraudulent check that was deposit worth XXXX dollars, at this point XXXX dollars was spent of the deposit and the other XXXX dollars was still on hold. I immediately called USAA and talked to a representative where we saw another XXXX dollar deposit take place, So at the moment of me talking to a USAA rep only XXXX had been spent and the employee had put a stop on my account and I was told froze all transactions. I was told that they would launch an investigation and would contact me when they find out what happened. Later that evening I attempted to log into my account and was told my password was incorrect, I then called USAA to tell them someone had changed my passwords and I was told that was just protocol. I then went home and looked at my account through my mothers account ( My account was made when I was a minor so her account can view all my account movement ) and was surprised to see that even after my morning phone call another deposit of fraudulent checks was made and a flurry of withdrawals also made, all of which was happening after I had already given USAA all the info relevant to the case and was told they are taking care of it. I had thought of it as weird but was assured by multiple USAA reps that they are in control at this point. The scammer had been withdrawing the max amount of atm withdrawals over and over to collect as much money as they could all the way in California, there were dozens of withdrawals in California ( I live in Virginia ) and I had not been notified nor had it been flagged as suspicious by USAAs fraud team. On XX/XX/XXXX I heard back from a USAA represantive that told me the call I received on XX/XX/XXXX was a scammer and he was able to use USAAs number. He then also told me the scammer went in and changed my account password which as I mentioned earlier, I told the USAA rep. but was assured that was USAA protocol and not the scammer. XXXX hours after the original XX/XX/XXXX call I received another call from USAA telling me that they have made there decision in the case and they would put my account at a negative XXXX dollar balance and I will be required to pay all of it back. After that I went through a series of rereviews and appeals only for them to never call me back and in the end still leave me with a negative XXXX dollar balance to pay and was told my account will close in 60 days and if the deficit is not paid it will go to collections. My latest discussion with USAA took place XX/XX/XXXX where they again told me there decision had not changed. In the end I want my account cleared and closed after the negative XXXX dollar balance is cleared. I notified USAA of fraudulent actions within one day of them taking place and should not be left with a burden caused by multiple failures on USAAs security system. I would also like to note the first signs of fraudulent actions on my account took place on XX/XX/XXXX only hours before I called.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: VA
Zip: 22556
Submitted Via: Web
Date Sent: 2023-03-28
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-26
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: FCRA requires accurate reporting. The account XXXX opened date is different on all three bureaus. The account shows a charged off amount and amount due, which is illegal. The payment history is inconsistently reported as well. The high credit amount is reported differently to all bureaus. The amount due is reported inaccurately and inconsistently. Activity dates are also not reported consistently. Account status is not accurate with all 3 bureaus. Account comments are inconsistent and inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35802
Submitted Via: Web
Date Sent: 2023-03-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXXXXXX I was emailed and called about a loan I was approved for with XXXX. Little did I know, I was at the beginning of a scam. The fraudsters contacted me via email, and then by phone saying I was approved for the loan. I was excited that I was approved and would be able to pay some things off! Well, things escalated quickly as I was actually speaking to fraudsters who then within minutes deposited 5-6 fraudulent checks into my account! They then told me I had to send the money back immediately to them via XXXX, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX This is a " known '' scam that I did not know about. I knew something was not right at the first deposit. I was told They had to do this verification process and then the loan would be the next deposit. I then told them I did not want to proceed nor did I want to take the loan! They kept depositing into my account after I told them that. I felt nervous and in the text messages to them I let them know to STOP depositing funds and I did not want to keep sending them back to MULTIPLE XXXX accounts. Please see the attached emails and text thread. I was threatened over the phone that I would be out of thousands of $ if I did not send the funds back. I was terrified, all I was thinking was that I have to get this money back to them and be done or I would " reap the consequences ''. It wasn't until 3 or so hours later that I knew the only way to get this to be over was to call my bank, USAA. I called to make a fraud claim immediately, and a dispute as well all on XXXX On Friday XXXX even after submitting supporting documents, I was told that I was responsible for the {$3800.00} that my account was in the negative in. The USAA Fraud department ruled this in their favor and not mine because initiated the XXXX and XXXX XXXX transactions. I am not scammed out of almost {$4000.00} dollars. PLEASE HELP ME!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80012
Submitted Via: Web
Date Sent: 2023-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-24
Issue: Unauthorized transactions or other transaction problem
Subissue:
Consumer Complaint: 1.Money was transferred from personal checking account via XXXX and was not authorized 2.Bank did not notify of the of the transfers 3.The day after the first fraud occurred on the account, the bank was contacted and notified of the fraud 4.Repeated request for XXXX cancelation to phone representatives at USAA 5 . Bank stated we had to prove we did not make the transfers 6. Bank is stating the transfers were from our phone at our home address. We do not understand this. We did not make the transfers and most occurred on XXXX which seems odd in itself. 7. Below are the dates, names, amounts and how the transfers were made. 8. We do not know any of these individuals by name, phone or email addresses. Case # XXXX Date Name Amount Email/phone XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX {$150.00} XX/XX/XXXX called USAA to report fraud -under review XXXX XXXX XXXX {$320.00} XX/XX/XXXX called USAA to report fraud XXXX XXXX XXXX {$10.00} XXXX XXXX XXXX XXXX {$20.00} XXXX XXXX XXXX XXXX {$100.00} XXXX XX/XX/XXXX? -called USAA XXXX XXXX -called USAA Temperance XXXXr -called USAA XXXX XXXX XXXXXXXX XXXX {$100.00} XXXX XXXX XXXX XXXX {$100.00} XXXX XXXX XXXX XXXX {$100.00} XXXX @ XXXX XXXX XXXX XXXXXXXX XXXX {$100.00} XXXX XXXX XXXXXXXX XXXX {$150.00} XXXX XXXX XXXX XXXX {$150.00} XXXX XXXX XXXX XXXX {$250.00} XXXX @ XXXX XXXX XXXX XXXX {$250.00} XXXX XXXX XXXX XXXX {$300.00} XXXX XXXX XXXX XXXX {$300.00} XXXX XX/XX/XXXX XXXX {$2800.00} XX/XX/XXXX XXXX @ XXXX XX/XX/XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX - she said call was from phone at home address
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 39212
Submitted Via: Web
Date Sent: 2023-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My bank is holding {$300.00} from my tax exemption check of {$1200.00} deposited XX/XX/2023. They keep telling me different reasons like I had a negative balance or returned fees or for verifing funds. I had a postive balance on XX/XX/2023. I spoke to several agents and a supervisor. They said they are holding my funds until XX/XX/2023! This is the first hold they put on checks I deposit thru mobile. My bank is USAA in Texas. They have no local branches in TN or near me. I'm emotionally upset from no access to my money. I'm a XXXX XXXX XXXX Veteran with XXXX. Please help me. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 370XX
Submitted Via: Web
Date Sent: 2023-03-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A