Date Received: 2023-02-24
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On the XXXX of XXXX my wallet was lost. I reported the loss to my bank, USAA, immediately as required but by the time I had noticed my wallet was gone, the next day someone had used my card to withdraw approximately XXXX dollars and used it for an unauthorized charge of about another XXXX. I called USAA and froze my card and let them know those transactions where unauthorized transaction. On XXXX XXXX USAA denied my fraud claim stating that pin authorization means that said transactions where authorized by me. This was not the case, I've told USAA that there where six different atms used and everyone one of them likely has a security camera that would show someone other then me withdrawing cash from my account. I have called USAA again but it seems to no avail. All I want them to do is pull the footage from the atms to see it was not me making those transactions, it seems this case would be a very easy one to prove.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AE
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I had a credit card with USAA and on XXXX XXXX, XXXX, paid off the entire balance of {$4100.00}. Around XX/XX/XXXX, I received a statement with {$33.00} in finance charges. I was not expecting this because every month the finance charges were assessed at the end of the billing cycle between the XXXX - XXXX, which is when I made the payoff payment, I called to question the finance charges and ask for them to be reversed. The representative would not reverse the charges and was very rude to me. I refused to pay the finance charges and closed my account. A few days later, on XX/XX/XXXX, the finance charges were automatically taken out of my checking account without my authorization. I called USAA to make a complaint and was told I had to wait 10 days. I made a complaint with my bank, and on XXXX XXXX, XXXX, the money was returned, but the credit card account was hit with a return check fee of {$25.00} and an interest charge of {$.00}, and nothing had been done regarding the fraud. Today, XXXX XXXX, XXXX, I see a credit in my checking account with the description XXXX XXXX XXXX for {$33.00}. which made me check my USAA account where I see all the charges, I again call USAA to explain the situation and ask for the finance charges and fees to be reversed. The USAA rep took a record of my complaint and transferred me to another dept. This happened several times until I reached their fraud dept. USAA 's fraud dept refunded me {$50.00}, leaving a {$9.00} balance on the credit card, still insisting I owed the finance charges and again did nothing regarding their fraudulent act of making unauthorized automatic payments from my checking account. I had authorized payments scheduled to come out on the XXXX of the month. I turned them off in XXXX before I made my payoff payment. There was no automatic payment on XX/XX/XXXX, XX/XX/XXXX, or XX/XX/XXXX, only the unauthorized one on XX/XX/XXXX. USAA may say I owe them finance charges, which I do not, but they have no right to take money from my checking account without my authorization.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85085
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: I have a Checking Account with USAA Federal Savings Bank. The account number is XXXX. I incurred six ( 6 ) NSF Fees of {$29.00} each from XX/XX/XXXX to XX/XX/XXXX. This totals to {$170.00} in fees. On XX/XX/XXXX, I became aware that my account with a third-party payment processor ( XXXX ) had been compromised and multiple unauthorized payments occurred via XXXX, which subsequently drew funds from my USAA account and consequently overdrew the account and continued to attempt charges. The issue has since been resolved by XXXX. I promptly notified USAA to report the issue on XX/XX/XXXX. Unfortunately, they failed to resolve the issue. I wrote to them again on XX/XX/XXXX, and XX/XX/XXXX, to no avail. After my third letter to USAA, I was advised to send in my request in writing again and provide supporting documentation from XXXX. I did so on XX/XX/XXXX. Unfortunately, it has been almost two months and I have not received a response. I sent a follow-up letter on XXXX, XXXX, XXXX, but they still have not refunded the NSF fees that resulted from the fraudulent charges.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 793XX
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-25
Issue: Struggling to pay your bill
Subissue: Credit card company won't work with you while you're going through financial hardship
Consumer Complaint: Was struggling financially and USAA told me I had too be delinquent for months before they would help me. Then ask for military service refund for over charging me and they said they only go back 180days. It must be nice to break people financially before you can get help. From financial prospecting I had to close account and see greed as only thing understood by USAa.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37075
Submitted Via: Web
Date Sent: 2023-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Problem when making payments
Subissue: Problem during payment process
Consumer Complaint: In XX/XX/XXXX our payment to USAA Credit Card Services, which I thought was sent electronically from our account with XXXX, was not credited on the date I had indicated for payment. When the payment was a couple of days late, I contacted XXXX and was told USAA Credit Card Services had insisted a paper check be sent for payment. When contacting USAA Credit Card Services, I was told the payment had still not been received and was told I should have paid my bill another way such as having a prepaid account or paying through their web site. I explained I had been paying this bill via electronic transfer of funds for about 20 years without problems with payment always being on-time. I believe I made two calls prior to the payment being made to the account and was treated as being the problem on two separate occasions. I then asked to speak with a manager or customer service representative to discuss this concern. After speaking with a manager, I was told my concern would be forwarded to a Customer Service Advocate. I was contacted by XXXX in the USAA CEOs office who listened to my concerns regarding the insistence for a paper check from XXXX to the USAA Credit Card Service Division. He once again told me of the process with the third party vendor handling the payments and all of the other ways to pay my bill. I also informed him of my past experience with electronic transfer which had been flawless and that I pay our auto, home owners insurance, and all other insurance with USAA via electronic transfer without any problem. He did not comment on that. I live in an area where there are documented concerns with the ability of USPS to provide timely service and had been informed by a business colleague the XXXX XXXX area has also had USPS delivery concerns making the ability to pay bills via electronic transfer more timely and cost effective. Again, no comment. Our XX/XX/XXXX payment went through without difficulty and was timely. In XX/XX/XXXX I scheduled the payment 2 days early to prevent any concerns since the due date was on a Saturday. When the payment was not received on time, I contacted XXXX XXXX who once again told me that USAA Card Services has demanded that a paper check be sent for the payment and they would not accept an electronic transfer. The check was mailed on XX/XX/XXXX XXXX XXXX XXXX, MN and was to be paid on XX/XX/XXXX. The payment was not received. I attempted to contact XXXX and left several messages with no return calls. I then contacted customer relations at USAA and eventually spoke with XXXX who listened and then told me all of the things both I and XXXX XXXX should have done and basically I interpreted the conversation as this was my fault and my banks fault. When I pushed the need to improve the process she said Good Bye! Have a nice day. And hung up on me. XXXX is the 5th largest bank in the USA and has a presence in 28 states. It seems odd that USAA Credit Card Services will not accept their electronic transfers when all other companies and vendors I partner with will. This has been extremely frustrating and does not seem to be the way to treat military and veteran members of the XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 551XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I applied for a loan yesterday and was told a delinquent account with USAA existed which dropped my score from XXXX to XXXX! The lender says all 3 bureaus ( XXXX, XXXX and XXXX ) have the delinquent account listed. I have never opened an account with USAA. I called USAA in XX/XX/2022 and the rep stated they didn't have me as an accountholder at all. After that call, I contacted XXXX to dispute the account and it was removed. Then in XX/XX/2022 I reviewed my credit file and it appeared again. I'm a retired XXXX veteran and senior with a fixed income who takes pride in my credit rating and should not have to continue to call and email to remove this erroneous account which is negatively impacted me. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2023-02-23
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: The accounts was caused by fraud and I tried to contact the banks to dispute the issues. Dont know the amounts and the accounts was closed and I was placed in the XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11206
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-24
Issue: False statements or representation
Subissue: Impersonated attorney, law enforcement, or government official
Consumer Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX, Texas XXXX XX/XX/XXXX Dear XXXX XXXX XXXX XXXX XXXX XXXX : We regret to inform you that your employment with The XXXX of XXXX XXXX, XXXX, Texas XXXX Title Coordinator is being terminated, effective XX/XX/XXXX. You are being terminated for the following reasons : Layoff Force Reduction Poor Performance You Freely Entered Into A Signed Written Contract Between You And The Title Company Regarding A Non-Compete Agreement On XX/XX/XXXX, At The Time You Accepted Employment With The Title Company. This Agreement Stipulated That You Not Compete For A Period Of XXXX Years Independently Or Through A Competitor Of Explore Talent Within The XXXX States Of America. More Specifically, Your Non-Compete Agreement States That You Will Refrain From Any Direct Or Indirect Contact With Current Employees, Vendors, Consumers Or Any Other Individual Entity Maintaining A Contractual Relationship With Public Works That Develops, Manufactures, Markets, Distributes And/or Sells Any Products/services Provided By Or For The Title Company. It Has Come To My Attention That You Are Now Working With A Competitor Of The Defendant ( XXXX ) And Have Been Soliciting Business From Consumers And/or Business Associates Of The Title Company . As You Are Aware, Soliciting Consumers Or Associates Of The Coordinator Is A Breach Of Contract And A Direct Violation Of The Non-Complete Agreement Signed On XX/XX/XXXX, And Thus You Are Interfering With The Agreements Established Between The Title Company And Its Customers/business Associates. In Addition, Your Current Employer, XXXX XXXX XXXX, Is Also Interfering With The Agreements Set Forth And Established By XXXX You Are Hereby Requested To Cease And Desist Any Further Solicitation Of Current Resident ( XXXX ), Vendors, Customers Or Any Other Individual Entity Maintaining A Contractual Relationship With XXXX XXXX. Failure To Comply Will Result In The Obtainment Of A Temporary Restraining Order In District Court Against Both You And Your Current Respondent And The Filing Of A Motion For Breach Of Contract Seeking Monetary Damages, Courts Costs And Attorney Fees. It Is Not My Wish To Seek Legal Recourse ; However, I Will Vehemently Do All That Is Necessary To Protect The Title Company Interests. Please Note This Letter Will Be The Only Warning Provided. THEREFORE, You Are Hereby Requested To Immediately Cease And Desist Any Further Breach Of Oath And Within XXXX Business Days, Or No Later Than XX/XX/XXXX, And To Return The Signed Written Assurance Below Affirming That You Will Refrain From Any Further Acts Of Breach Of Oath With Regards To Your Signed Non-Compete Agreement. You were issued written warnings, including but not limited to warnings for the termination reasons listed above, on the following dates : XX/XX/XXXX, and. We have on file, copies of these warnings, signed by you and which have been placed in your personnel file. Each warning issued indicated the existing problem at the time which was discussed with you and your manager, the steps which needed to be taken to improve your performance, and then signed off by you at the end of each warning discussion. As stated in your final written warning notice, you were required to take the necessary steps to correct the issues by XX/XX/XXXX. Your failure to correct the issues has resulted in your termination. You have the right to appeal this termination by returning a written notification of your intention to appeal this matter to XXXX XXXX XXXX XXXX XXXX in the XXXX XXXX Department no later than XX/XX/XXXX. Failure to submit a written appeal notification by the deadline provided shall constitute a waiver of the right to appeal. For additional information regarding termination of your employment, please refer to the following included enclosures : Class Action Settlement Sincerely, Title Coordinator cc : Securities And Exchange Commission
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 770XX
Submitted Via: Web
Date Sent: 2023-02-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I asked XXXX in the CEO office to please give me the person frauding me from XXXX XXXX XXXX information since USAA would do nothing to help me. He refused but told me to contact XXXX XXXX XXXX. I have been refused access to the XXXX of XXXX XXXX. There is no one in charge of USAA bank. I have had to speak with subordinates who have not helped me. I gave XXXX name and phone number of the fraud person. USAA has been cited and fined for money laundering. That is not this situation. I also cooperated by deleting an external account to stop this fraud. USAA is out of control and needs to be monitored or closed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-22
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: Someone accessed my account with USAA, with my logging and transferred money to XXXX XXXX customers and I have reported serval times that I have not made the charges. The bank did find that there were phone numbers and emails added to my account that I didnt add or not associated with me. I keep putting a review with the member resolution team and nothing is happening. I want my money back. I have already changed all my login security.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 23453
Submitted Via: Web
Date Sent: 2023-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A