Date Received: 2023-02-02
Issue: Fraud or scam
Subissue:
Consumer Complaint: XX/XX/XXXX, XXXXOpened a XXXX exchange account with instructions from Person 1 XX/XX/XXXX, XXXXWaiting on funds transfer {$3000.00}. {$2900.00} made it to XXXX account from XXXX Person 1 instructed me to open XXXX account XX/XX/2022 Trying to withdrawal funds from XXXX money was pulled from USAA personal banking instead of depositing money. I was getting sent in circles by both Person 1 and Customer Service on pulling the money out. When they asked why I explained it was because the trading platform XXXX was not able to use the funds. While getting instructions from Person 1 and Customer Service from XXXX how to transfer money from XXXX back to USAA personal banking more money was withdrawn from my USAA personal bank account in the amount of {$6000.00}. Quickly this money was depleting. This totaled {$5800.00} in XXXX. Money kept dropping each day down to {$5700.00}, {$5600.00}, {$5500.00}, {$5500.00} XX/XX/2022 My money in XXXX was still frozen and was in the amount of {$5300.00}. The 2FA security was having problems with the transfer. Each time the transfer was rejected. XX/XX/2022 USAA personal bank had a credit of {$2900.00} XX/XX/2022 Person 2 explained that it could be because of the amount that was in the account. Person 2 encouraged that I use a better platform and that I transfer {$10000.00} to XXXX. XX/XX/2022 money is transferred back to USAA XXXX bank from XXXX due to it being the wrong platform. It was supposed to be XXXX. XX/XX/2022 money is transferred to XXXX in the amount of {$10000.00} I was able to use {$26000.00} to invest with under the instructions of Person 2. While getting instructions when to trade I was able to increase my funds to {$48000.00}. After fees were drawn the amount decreased to {$45000.00}. XX/XX/2022 money is wire transferred from XXXX back to USAA personal bank account due to unforeseen circumstances. Person 2 was not happy but she was willing to help with the withdrawal process. That same day during a trade on XXXX a deal CLOSED without my approval dropping my funds % 100.7 % even though the market did not reflect this drop.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 960XX
Submitted Via: Web
Date Sent: 2023-02-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My account was placed in a debit only state by USAA due to needing to submit ID for identification. This was on XXXX XXXX. ID was submitted and told it would take XXXX for the status to change. Today is XXXX XXXX and I have called back XXXX times and being told the same thing. Today upon speaking to someone, they said it could take up to XXXX more days to get access even though identification was accepted and authorized. At this point it is getting ridiculous. I would double think opening an account with USAA as they are not as military friendly as it seems. They do not care about our well-being clearly.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37122
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Took or threatened to take negative or legal action
Subissue: Collected or attempted to collect exempt funds
Consumer Complaint: On XX/XX/XXXX, I received a noticed from USAA stating that my account was past due by {$10.00}. I called them on XX/XX/XXXX, to find out what happened. I was told XXXX that they did not receive my XX/XX/XXXX payment. I gave the information regarding the payment and said that my payment was sent on XX/XX/XXXX. As a result of their " not receiving my payment '' they charged me a {$15.00} late fee. This makes at least the fourth time in the past year XXXX years that USAA has claimed to not receive my payment and has charged me at late fee. Over the past two years, they have reversed only two of the late fees due to a " lost check ''. I routinely pay my bills via bill pay and have not received any complaints of a check -- USAA is the only company that seems to have this problem. During the call I also asked XXXX to send me a printout of the late fees charged to my account over the past 10 years, and she said that USAA did not have the ability to process such a report request. She said that a lady by the name of XXXX from billing gave her this information to pass on to me. She would not allow me to speak to billing directly. At the end of the conversation, XXXX refused to reverse the late fee and she refused to send me the information that I had requested.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 980XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX {$5000.00} wire transfer to XXXX XXXX. XX/XX/XXXX & XXXX wire transfer to XXXX XXXX. XX/XX/XXXX {$21000.00} wire transfer to XXXX XXXX. XX/XX/XXXX XXXX XXXX XXXX for XXXX My account was completed lost. I never received any notification from the back about unusual activity. Multiple complaints filed with USAA. Fraud at USAA completed an investigation and found it was not fraud in their opinion. Was informed there was nothing else they could/would do. XX/XX/XXXX Police report filed with the XXXX Police Department.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-04
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: I made a large purchase on my USAA credit card and then paid off my balance. I ended up returning the purchase, so I had a negative balance on my credit card of {$4900.00}. USAA mailed me a check for that amount. I never received the check. When I called USAA to ask them to reissue the check because I had not received it, I was informed it had been cashed. The only possible explanation is that it was stolen at some point in the postal system because it never made it to my locked mailbox ( I have already filed 2 claims regarding this stolen check with the United States Postal Inspection Service ). I was sent a copy of the cashed check and the endorsement on the back is clearly not mine. It was signed over to XXXX XXXX XXXX, a company I have never heard of. It was deposited into an account that does not belong to me. I informed USAA that the check never made it to me and that I did not cash it. They refuse to give me the nearly XXXX XXXX dollars that I am owed and that was stolen by the owner of XXXX XXXX XXXX through no fault of my own. I have filed a police report. I have filed multiple claims with the United States Postal Inspection Service. I have spent countless hours on the phone with USAA and filled out all of the paperwork they have requested. They have done nothing to get the money back to me. It is not my fault that they chose to mail my money instead of delivering it to me in a safer way ( e.g., wire transfer ). It is not my fault that they did not verify the endorsement. I have in no way contributed to the loss of the funds. I want USAA held accountable for allowing a criminal to cash a check that was made out me without verifying the endorsement in any way, and I want them to pay me the {$4900.00} that they owe me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 207XX
Submitted Via: Web
Date Sent: 2023-02-04
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: My account continues to be placed on a 'fraud alert ' randomly. I have traveled back and forth between XXXX XXXXXXXX XXXX & XXXXXXXX XXXX. USAA continues to withhold my access to being able to use my debit card and it has left me in precarious and dangerous situations. This most recent incident caused me to have to rebook a car rental and have my maid service cancelled. I authorized payment for both of these items, but USAA again placed a random 'fraud alert ' on my account. They sent me a text message requesting I reply back with a " Y '' ( presumably for 'yes ' ) to let them know these were transactions that I authorized. I did so & nothing was acknowledged. I tried to run the transaction another time & it was again declined & I received another fraud alert placing my debit card on another " freeze '' not even an hour later. I tried to discuss this with the bank both in the past and today. Their response is wholly uncooperative and unhelpful. I am told that its for my protection and that's all they can do. In the meantime, I am having my transaction declined randomly and in the middle of trying to conduct business. When the freeze happens, they're system does not even work to accept me saying they are not fraudulent transactions. I spoke with XXXX ID # XXXX today who informed me there is no one else in the bank that I can complain to & that her department is the highest up. She went on to state that she can submit a " customer feedback '', but there was nothing more that can be done. She stated this is happening because I am attempting to use my card at an overseas merchant. I have used the card at the same merchant for the last few months as I have travelled back and forth. The fact that my card is now randomly flagged is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77006
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: I am experiencing repeated FRAUD, involving my checking and savings accounts, with {$150.00} dollars unaccounted for, involving my checking account, during the past four days, and inability to use my ATM debit card, suggesting both THIEVERY, EMBEZZLEMENT and FRAUD.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90024
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-05
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: We have auto insurance thru USAA. Our policy renewed every 6 months. State of Kentucky charges taxes on the policies. Our XXXX XXXX, XXXX, KY charges 10 % as well. USAA requires us to pay these taxes upfront on the first premium rather than prorated monthly. USAA charges a fee of 15 % of the policy they say, to collect for the XXXX, XXXX, KY. Per state they say that USAA can charge a fee, but was also puzzled as to why taxes wasnt prorated. In prior years they were and I wasnt aware of a fee from USAA. It was only noticed when my bill increased largely and I am to pay {$430.00} next month. ( Taxes are totally up to be over {$300.00} a year ). They ( KY ) checked the numbers to insure the state and local % was correct but was silent with the answer on this question. I personally believe that this problem stems from XXXX not accepting this but rather want upfront. Something that is beyond our control as far as laws ( XXXX ). So the question is ( 1 ) why such a big fee of 15 % by USAA. ( 2 ) Is XXXX, KY the problem? ( 3 ) Is XXXX receiving a portion of this fee ( They made over {$450000.00} for 2021 on premium taxes ) " There is also a collection allowance that may be added to the local insurance tax by the insurer to offset the cost of collecting the tax for the local governments. ( Key words ) This allowance is limited to 15 % of the tax or 2 % of the premium, whichever is less, and it usually appears on the premium notice as part of the local tax. " -Insurance institute of XXXX My son has XXXX, so they do the same.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 427XX
Submitted Via: Web
Date Sent: 2023-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-06
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: Request for Assistance in Removing Incorrect Information Credit Report. I am writing to : XXXX. Requesting that you investigate USAA practices on which households ( by race and zip code ) they granted XXXX XXXX forbearance. XXXX. Your assistance in removing late payments from my credit file as reported by USAA Bank. In XXXX of 2021, I notified both USAA and XXXX XXXX of a financial hardship because of XXXX. XXXX XXXX promptly replied and placed my accounts in forbearance for ( 3 ) months, then an additional ( 3 ) months. I contacted USAA via phone and letter requesting the same XXXX forbearance request. My account was in good standing and my credit score was over XXXX. Even though USAA had also posted on their website for members to contact them if they were experiencing a XXXX financial hardship, I was treated with very unfairly. Instead of working with me during the hardship, USAA reported late pays, threatened a short sale or foreclosure. After contacting XXXX XXXX in XX/XX/2021, USAA finally agreed to modify my Loan. I returned to work in XX/XX/2021 and able to resume payments. I believe USAAs reporting is inaccurate and damaging to my credit score. I have tried to resolve this issue with USAA, but they have been unfair. I am now turning to you for help. I would appreciate your assistance in investigating this matter and taking appropriate action to correct the inaccuracies on my credit report, as reported by USAA. I have included all relevant documentation, including my original request for XXXX forbearance and my load modification agreement. Thank you for you time and attention to this matter. I look forward to your prompt response.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20715
Submitted Via: Web
Date Sent: 2023-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I have been a member of USAA for over 40 years and they have always put a hold on my checks for a couple of days regardless of value before the funds are available. My son, who has never made a deposit before was scammed with XXXX fraudulent checks deposited totaling {$9900.00} and USAA makes these funds available immediately. He then withdrawals over {$4000.00} from the deposit and gives it to the scammer. Now he is responsible for the lost funds. Additionally, USAA locked XXXX 's and my wife 's checking accounts since they were linked. My complaint is that USAA should have held the funds for a few days before the funds became available.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75002
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A