Date Received: 2023-03-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX, i was notified by XXXX XXXX of a suspicious charge that i did not make. I then checked my online banking with USAA and saw that there was a charge of {$2200.00} made at XXXX XXXX which i did not make. I immediately called USAA to report the unauthorized charge and they cancelled my card and opened an investigation. I subsequently found out upon returning to my car that my vehicle was broken into and my XXXX XXXX Credit card and my USAA Debit card was removed from my wallet. USAA temporarily refunded the amount of the charge back into my Checking account. On XX/XX/XXXX i received a letter from USAA informing me that the charge at XXXX XXXX was a legitimate charge and they would be recovering the {$2200.00}. After learning of this I called USAA and requested they re-open this case and i also advised them that i was the victim of a burglary as well as understanding that nobody knows my PIN #, so the fraudulent transaction at XXXX XXXX should of never went through in the first place. I am also in possession of my California Drivers License which was not taken with the XXXX cards so I dont understand how someone could make such a large purchase without presenting an ID or verifying my PIN number. On XX/XX/XXXX : I received another letter from USAA advising me that they have still determined I am responsible for the fraudulent use of the Debit card and will not refund my money. It should be noted that XXXX XXXX determined the charges made on that card fraudulent. Any help you can give me with this would be very much appreciated if i can provide you with any additional documents or information i would be happy to do so. Thank you very much XXXX XXXX
Company Response: Company believes complaint is the result of an isolated error
State: CA
Zip: 91324
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: XXXX and usaa has miss used my money they add a new mortgage company to my bill pay never told me took funds from my account without permission send proof of notification why was this done i about to loss my behind this slick XXXX XXXX XXXXhis had to be done by XXXX XXXX and XXXXXXXX XXXX usaa took XXXX thosand form account to pay me are fundd o to and errow of theirs to date the are missing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23435
Submitted Via: Web
Date Sent: 2023-03-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-20
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: The bank knowingly accepted this mutual party and check deposit into this joint or account fully aware that she could not legally withdraw the funds due to a prior private contract with the primary holder who had placed a block on all withdrawals from this joint account. The check included her name, however she was not aware that she had no permission to access the funds in this joint account due to the private prior agreement policy with the Bank and the primary account holder of this joint account. After her complaint, the bank did an internal only investigation, and did discovered that she is indeed the sole owner of the property insured due to an inheritance, and thus by law her husband, the policy holder, has no legal right to ownership of this property insured. Thus, due to the insurance companys negligence by not checking the legal status of the property, the claim was paid to both the sole owner and the policy holder, even after they were aware that the policy holder had indeed committed a fraud by claiming that he was the sole owner of the property, on the original insurance policy. The insurance company ignored my husbands claim to be the sole owner which was indeed a fraud committed on the original policy. However after they significantly altered the policy to include me, fortunately they did pay the claim. XXXX XXXX is now, seeking resolution for the banks part in covering up this case of known identity fraud and the theft of the insurance claim funds that were deposited on XX/XX/2021, into their joint account, ( via a mutual party and check ), in the amount of XXXX. She is requesting the bank refund the amount stolen and/or the amount of XXXX as due compensation for theft, and property damage, and the extra for harassment with her credit that she suffered due to their neglect of due diligence and proper protocols for security, which caused them to prematurely remove her from this joint account, using a fraud identity signature submitted by her husband.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28215
Submitted Via: Web
Date Sent: 2023-04-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-19
Issue: Other features, terms, or problems
Subissue: Problem with cash advances
Consumer Complaint: USAA made XXXX+ worth of high interest withdrawals from my credit card account without my authorization or consent. The charges were made due to my car loan being incorrectly linked to my defunct savings account. I did not authorize the advances nor would they have been necessary if my loan had been correctly set up to draw from checking. The advances came with high interest and convenience fees. I disputed the original charges on XX/XX/XXXX and had them removed only for them to be withdrawn again with additional fees on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2023-03-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-18
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: USAA Federal Saving Bank reported late payments to my credit report. In accordance with the Fair Credit Reporting Act this creditor has violated my Rights! Under Act 15 U.S.C. 1681 section 602 states, " I have the right to Privacy. 15 U.S.C 1681 section 604 A section 2, it also states, A consumer reporting agency can not furnish an account without my written instructions. Under 15 U.S.C 1666B " A creditor may not treat a payment on a credit card account under an open and consumer credit plan as late for any purpose.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 902XX
Submitted Via: Web
Date Sent: 2023-03-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: We made a payment to vendor XXXX XXXX for services of {$250.00} on XX/XX/XXXX for cable and internet. This vendor, was, in fact, not XXXX XXXX but a scam artist/hacker. This payment was taken from our account, fake confirmation emails were sent to his gmail account, but payment was not actually made to the our XXXX XXXX account. Once we realized this error, our cable and internet services were turned off, and we had to pay fees to have the services turned back on in addition to our late bill. We have spent countless hours on the phone with XXXX and our bank trying to get this sorted out - and even asked XXXX to open investigations into our account being hacked - but they refused. During one phone call to XXXX, we were even able to get the hacker back on the phone ( using my phone while my husband was on the phone with XXXX ) XXXX and listened as they lied and hacked into our account again. XXXX still did nothing, and expect us to pay the full amount owed plus late fees that we do not owe. We were receiving emails ( fake ), that our account was up to date. We are now not allowed to pay our XXXX bill with a card or online due to this, and have to pay in cash at a service center. With regards to our bank- we've been through XXXX disputes with them for this issue, and they will not refund the money - the hacker also used my husband 's bank card to try to make several other payment ( XXXX in total ) on XX/XX/XXXX for the amount 's of XXXX, XXXX, and XXXX. They last one ( not sure of the amount ) was flagged by our bank and thankfully the transactions were reversed. His card was canceled and a new one issued. Both the vendor XXXX XXXX ) and our bank are aware that hackers have been in our accounts multiple times, but will not refund the money from XX/XX/XXXX for XXXX This scam artist/hacker had our account information from XXXX XXXX, and confirmed all of our information. The confirmation emails and text messages looked legitimate, but they were not. While we were working this all out with XXXX XXXX, we were actually able to call back a number we had and get a hacker on the phone and they tried to get more money from us and hacked into our XXXX XXXX account again. Still nothing has been done. Due to the payment of {$250.00} not going to the correct vendor ( XXXX XXXX ) our cable and internet was shut off on XX/XX/XXXX. We had to pay late fees and the total due bill, which we thought we already paid, to get services restored. The payment of {$250.00}, had in fact been taken by a hacker.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30809
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am requesting a formal investigation into how USAA handles disputed transactions. I disputed a transaction in XX/XX/XXXX. This transaction involved a cleaning service that I used regularly. This particular service was for a move-out clean which includes many services which I outlined in the dispute. I provided pictures of items that were not cleaned and I spent 6 hours myself cleaning as much as I could. When you use this service, you do so to leave the apartment in good standing, but also to avoid a cleaning fee billed by the apartment complex. I also provided the emails and text messages that I sent to the merchant advising of their error that were never responded to. I was still charged the cleaning fee from the apartment complex which reiterates the apartment was not cleaned and services I paid for were incomplete. I provided that as well. In XXXX, I received a letter from USAA requesting more information. Specifically when I asked the merchant for a credit. The merchant failed to respond to any of my correspondence ; however, asking for a credit or refund is not a requirement of the dispute process. In any regard, I reached out to a USAA rep who advised that I needed to type everything out in a document ( tell the story ) and put it in a way that an elementary student could understand it if reading it. I did just that and sent it over to USAA. In XXXX, I received an identical letter requesting the exact same information as if I had not already provided this information twice. At that point, I decided it was time to file a complaint with the Office of the Comptroller 's office. They referred me to CFPB. On XX/XX/XXXX, I received another letter from USAA advising that my dispute was not approved and in this letter, they stated that they did a thorough investigation and found there was no error. This couldn't be further from the truth. After receiving the letter, I reached out again to the merchant using the same email address and text contact. This morning ( XX/XX/XXXX ) I received a call from XXXX ( owner ) who stated that they completely dropped the ball on this one and that I did not have to pay for services. XXXX went on to state that she was aware of the dispute and that they intentionally didn't argue the dispute because they wanted me to get my money back. Their failure to respond to my initial complaint was due to their systems going down for their email server. They missed the text message as well. Because it was a move-out, they were out of time to send anyone back out since I no longer had access to the apartment and she confirmed that no one from USAA reached out or they would've advised to refund. That doesn't sound like a thorough investigation. This is not the first time USAA has denied a valid dispute. I disputed fraudulent activity in XXXX of XXXX in the amount of {$320.00}. I again documented everything and sent it in, and they protected my scammer despite my reporting it to the police and advising who it was. Prior to that in XXXX, I disputed an ACH payment to XXXX because I no longer had the vehicle the payment was for and the company violated our payment agreement. They found some random reason to deny that ; therefore, I submitted a car payment for a car that I no longer owned which was over {$700.00}. USAA is comfortable allowing their members to pay for services they did not receive. They are comfortable violating our rights when it comes to fraud. They are comfortable not really doing an investigation but claiming that they did. There is something truly wrong here and they are not complying with the VISA requirements as it pertains to disputes ad upholding the protections we are provided when we experience fraud or do not receive the services that we paid for. I believe that USAA has implemented its own risk measures which make it difficult for members to successfully utilize their right to dispute transactions. I believe these additional layers include a threshold -- meaning if it's over a certain dollar amount, they will deny the dispute. Or if the likelihood of them getting the funds back from the merchant after providing a temporary credit is low, they deny it. That is their investigation, not actually reaching out to the merchant to get their side of the story. Now, this is all speculation ; however, when I've disputed items under {$100.00} or so, I haven't had any issues. I won't even start on my rental claim that they have completely tried everything to not pay and in order to find out the status I have to reach out. This has been open since XXXX as well. I will report that one to the Department of Insurance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: In my credit these two accounts appear that are not mine and I do not recognize them. I have made multiple efforts with credit agencies. USAA SVG BK ACCOUNT NUMBER XXXX XXXX XXXX ACCOUNT NUMBER XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 007XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Beginning XX/XX/2022 someone named XXXX XXXX transferred money from our daughter 's account regularly via XXXX from her checking account ( my husband is coowner of the account ) We all have USAA Federal Savings Checking accounts. These charges most of ranged from {$80.00} to {$250.00} went on through XX/XX/XXXX, when we told our daughter to change her password after we noticed all these charges and she did not know this person or even knew about them. After she changed her password the charges stopped. At the same time, my husband called USAA to file a fraud claim. They said they would research it and get back to us. This week my husband called USAA again because we did not hear anything from USAA, no confirmation that a claim was filed nor any results. They told him that they did not find anything and he can file an appeal. Next thing we know, only because our cards were declined, USAA locked US out on ALL of our accounts. Without notification!!!! My husband called again today and got only the run around. They said a manager will get back to us within 3 days. Meanwhile all our money is held hostage. And as I looked into all of our bank documents there is still no document that we filed a complaint or that our accounts are locked. We are being treated like criminals and we have been banking with USAA for at least 20 years. We feel completely robbed by the bank and the fraudster!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-03-17
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: USAA Insurance claim for roof repair for XXXX XXXX XXXX XXXX XXXX, SC XXXX XXXX XXXX XXXX USAA member # XXXX I have been USAA member for over 25 years The delays, untimely and confusing communication and lack of responsiveness has caused me personal financial hardship I am a XXXX and have an XXXX and have worked in XXXX XXXX XXXX XXXX for over 20 years A process is broken and it is unacceptable XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85255
Submitted Via: Web
Date Sent: 2023-03-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A