Date Received: 2022-12-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2022 at approximately XXXX I was unable to access information on a transaction dated XX/XX/2022 for {$690.00} payable to XXXX XXXX XXXX XXXX as depicted on my ledger. I called customer service at USAA and spoke to XXXX XXXX employee # XXXX ) The USAA associate instructed me to upload my State ID online at www.usaa.com/identity for a verification process. This is not the standard secured website with multiple authentication processes, but a standard website without any security protocol. I'm concerned with the validity of the website provided plus the fact they can not provide any information on my account until the ID is reviewed. The process to review the ID per www.usaa.com/identity is 3 days. Meaning that if my account was to get hacked, or if I noticed unusual activity I wouldn't be able to report it until after the verification process. It's a very vulnerable situation as a consumer. USAA claims and uses as a shield that this is part of The Patriot Act. Is this true? My account with USAA is XXXX XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78023
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: My credit card had fraudulent/unauthorized activity. I disputed it with USAA. USAA ignored my disputes until I completed an Affidavit and provided my attorney 's information. Then USAA suddenly completed an investigation and determined that it was fraudulent/unauthorized activity. USAA advised me that they were adjusting my account for the fraudulent activity and that I should refrain from making a payment until they make the adjustment otherwise they would not be able to close my account. I listened to their instructions. USAA did adjust my account but on the same statement, they charged me a late fee for not making a payment for the adjustment. I called USAA and they immediately removed the late fee. However, USAA notified all three credit bureaus that I was late on the payment. I have repeatedly contacted USAA and the agents I speak with advise me that I should not have a late notice on my credit reports and they have tried everything including having me file a report with USAA but USAA refuses to correct the issue. I have repeatedly disputed the information with the credit bureaus but to no avail. I was never late on my payment. I simply followed USAA 's instructions while they processed a fraudulent charge that they should have completed upon my first dispute of the charge.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 236XX
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-13
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XX/XX/2022 my husband attempted to place our accounts in the trust. USAA doesnt place accounts in the trust, only will make it a POD/beneficiary. We filled out a XXXX page memorandum of Trust and sent pages of our trust/cert of trust as required only to later mail us back the same documentation.for a POD!! A beneficiary isnt even relevant until both my husband and I pass, so why do they need all that information up front? Other institutions I bank with do not ask for anything on the front end. It would be up to my trustees to provide them the trust documentation once relevant. Fast forward to XX/XX/2022 and our trust still isnt a POD. Called to inquire again and spent an hour, in addition to all the time my husband previously spent, and was told we had to send more documentation. I told the superior similar to a supervisor that we were just going to close our account and take our money to a bank that is familiar with trusts. Her response was that if we chose to close our account, a check would be made payable to our trust..!? So, USAA will close my account and make a check payable to my trust, but will not make my trust a beneficiary without jumping through hoops? Does not make sense at all. USAA should not be dealing with trusts, period.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 92078
Submitted Via: Web
Date Sent: 2022-12-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I have a loan through USAA for my truck. I refinanced with them. They are a great company no complaints except, their payment website has not been working for almost a year. I switched banks last year and had to reset everything on their website. I put in my new bank information and thought I was good until I got late fees. I called and spoke to someone and they advised that part of the site is not working properly and they entered my auto pay information over the phone. Fast forward to XXXXXXXX XXXX XXXX. I again changed banks. From the experience we had before we knew we needed to remove the auto pay and do the payments automatically. We received multiple errors in trying to do so but ultimately it said gave notifications as if we were successful in removing the auto pay and setting up a future payment. Then about a week after the payment should have been pulled from our existing account we received notice from the account we removed saying that USAA tried to process a payment and it was declined. We were assessed {$75.00} in fee from USAA for a returned payment and a late payment. We called and spoke to someone and they said the best they could do was reverse the {$50.00} fee. We redid the entire process removed the old account and set up a payment from the new account. Now we are in XXXX and the exact same thing happened again. Another {$75.00} in fees are being assessed except this time even though they admit the website is not working properly they say there is nothing they can do to help as the fees have already been paid out of the payment that was made. We should not have to pay fees when we did what we were supposed to do and THEIR website is not functioning properly. We have a great payment history with them and now to have to pay {$100.00} in fees, {$25.00} in XXXX that they refused to reverse and now another {$75.00} in XXXX they refuse to reverse because their system isn't functioning properly is not a good or fair way to do business. They are a huge company that should have the resources to make sure their systems work properly and it shouldn't be on the consumer to pay fees because of their issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77025
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-11
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Was offered a loan by a scammer. Funds totaling twice the requested amount deposited into my checking account using a fraudulent third party check. Scammer asked to have the excess funds returned via wire transfer. I attempted this transfer three times, and the scammer deposited three additional fraudulent third party checks. This took place over two days. I called my bank to report this fraud. On the third day, the bank discovers the checks to be fraudulent - no endorsements, incorrect routing number, issued by a third-party unaware of her name being used, and from a bank that doesn't exist! Bank refuses to consider this fraud because I attempted to " spend '' the money by returning it via wire transfer. The only money spent from the checking account had real money to back up the debits. Despite my constant calling and filing of complaints, the bank refuses to submit this to their fraud department and the FDIC because the checks were deposited via a mobile phone with my account and the bank 's routing numbers on non-standard deposit slips. That there was no signature endorsement, the checks being third party from a bank which doesn't exist, from a party who did not know she was being scammed as well, doesn't seem to matter to my bank.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: IL
Zip: 605XX
Submitted Via: Web
Date Sent: 2022-12-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: False statements or representation
Subissue: Attempted to collect wrong amount
Consumer Complaint: XXXX XXXXXXXX XXXX XXXXXXXX company is charging me over {$2000.00} for non-existent or pre-existing damage to a rental car I rented from them. I rented the vehicle from XXXX XXXX, starting at the XXXX, CA, airport and ending at XXXX XXXX XXXX XXXX XXXX VA. I am XXXX XXXX XXXX and recently returned from 5 years stationed overseas. I used the rental vehicle to transport some items we had in storage in CA back to VA, my new duty station. Please see attached claim accusation letter from XXXX, my response to my insurance company, and photos of the pre-existing damage to the vehicle. USAA ( my insurance company ) found me at fault, which I think was based on the low dollar amount of the claim. I did not damage this car and that is why I am seeking other means for justice. I have done some internet searches and it appears that this tactic by XXXX is quite common. Please let me know if there are any additional questions or need for info. Thank you for your consideration. Sincerely, XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22153
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: In accordance with the Fair Credit Reporting act. The List of accounts below has violated my federally protected consumer rights to privacy and confidentiality under 15 USC 1681 : XXXXXXXX XXXX XXXX | XXXX ; USAA | XXXX | XXXX ; USAA | XXXX | XXXX. According to : 15 U.S.C 1681 section 602 A. 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 a account without my written instructions 15 U.S.C 1681c. ( a ) ( 5 ) Section States : no consumer reporting agency may make any consumer report containing any of the following items of information Any other adverse item of information, other than records of convictions of crimes which antedates the report by more than seven years. 15 U.S.C. 1681s-2 ( A ) ( 1 ) A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75056
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-10
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been making transfers to and from accounts and then suddenly my funds was being held for 5 business days then 10 business days, then we i did a mobile deposit the funds was held even though the system said i could deposit up to XXXX, the check for was XXXX and i should have had immediate access to my funds and because i didnt, i had several bills and payments declined and was sent back and then i suffered many NSF from USAA XXXX dollars for each occurrence, this has to constitute some kind of fraud on USAA part. Also if you will look at the pdf of my bank statement you will see where I was charged XXXX dollars Over draft fee, I WILL NOT STOP FILING A COMPLAINT UNTIL IM TREATED RIGHT AND USAA FIX THIS ISSUE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 416XX
Submitted Via: Web
Date Sent: 2022-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-08
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: XX/XX/XXXX : XXXX - contacted by text by someone impersonating XXXX XXXX XXXX to set up an interview with their Hiring Manager via XXXX or XXXX. XXXX - Interview took place via XXXX- through text. The job seemed challenging, the company seemed legit ; so when the guy asked me to hold while he checked with his superiors, I waited. XXXX the company & jobs by them in the meantime. Nothing seemed off enough to warrant pulling the plug. Among the benefits originally offered was the purchasing of home-office equipment, which Id heard of before. XXXX - the guy asked me to check my email. Enclosed was a job offer, which I accepted. The guy told me the paperwork would be coming soon for me to fill out & sign. Once all the paperwork was taken care of & the companys office equipment was set up in my home, I could start the job. I was asked to take pictures of my workspace & a headshot for a company card The company would be mailing it me a check to purchase home-office equipment from specific vendors that the company had existing business relationships with. I was to document each transaction precisely to report back to the accounting department. I was then asked how soon I could start. I said as soon as possible. The guy then offered to email the check for me to mobile deposit. I didnt even know that was possible & I was surprised it would even work. XXXX a cashiers check for appx {$4500.00} from a local business was emailed to me. The guy then gave me XXXX information of the vendor I was to pay. Since my daily limit was maxed out at {$1000.00} he asked me to transfer the rest to XXXX & send via friends & family, which I did. 3 hours later, the guy asked me if I had the chance to go over the contract yet. I said yes & asked him to whom I could address all of my questions. He responded to himself. I sent him 10 questions, 9 of which he answered satisfactorily. The tenth one I asked again. His answer was again weird ; but it was one out of ten, so I decided to trust him. I filled out & signed the contract ; IRS form i-9 & w-4. XX/XX/XXXX : XXXX - the guy contacted me ; the HR department had received my paperwork. There was one more check to send out to cover the rest of the equipment. I received another cashiers check in the amount of {$4500.00} I sent my daily maximum of {$1000.00} via XXXX We then attempted to figure out how to send the rest. He said the vendor preferred not to use XXXX. There followed a series of frustrating attempts to open XXXX ; XXXX XXXX & XXXX XXXX. I contacted XXXX customer service & XXXX customer service. They both congratulated me on getting a new job & were very helpful in getting the money transferred out so I could begin earning money as soon as possible. Saturday for me is a religious day. When I attempted to log onto my bank app afterwards I was informed my account had been locked. I called the number provided & was informed that this is a known scam. I asked why none of the representatives I spoke with on Friday had mentioned anything. The fellow I was talking with didnt reply. The first check bounced the day before XXXX. The account being drawn from was closed. I called XXXX & asked what the story is now. The lady who answered said Id have to wait for the other check to bounce. I asked if XXXX would take any responsibility due to the fact that three of their representatives did not say anything to me about scam possibilities. She laughed at me. Oh no! XXXX takes no responsibility for scams! They certainly wouldnt mention anything like that to their clientele. Once the second check bounced I called again ; I asked if XXXX could work with me to set up a payment plan. They said no. I asked what was being done about attempting to catch this guy. I was still in contact with him & was pretending to be stupid to draw out as much information from him as I could ( I knew it was a man. He had left a voicemail over Saturday. ) I was informed that nothing was being done & I would be fully responsible. The next day I tried one more time. I spoke with different representatives this time. I told them I had been able to get two other company checks from the scammer by telling him that the pdf wasnt working : one from XXXXXXXX XXXX & one from a tiny local bank down in Florida. I asked them if the bank would cooperate with me in attempting to create a payment plan for me especially since I had never heard of a scam this comprehensive & their fraud department made it sound like it was a known scam To both questions I was told that the bank would not take any action but that I was fully responsible. Help!!!!!! They called again last night & said they were going to take the matter to collections. The scammer if clear & dry & hes just going to do this to more & more people. I copied some of the script he sent me & googled it. There was a posting from back in XXXX! Only hed made it better since then Please help I have submitted a fraud report to the FTC ; the attorney general & the social security administration. I also attempted to contact my local police department but havent heard from them
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30329
Submitted Via: Web
Date Sent: 2022-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-12-09
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: I recently looked on my consumers report and I see that account believed to be mine, which isn't, was opened using my identify with this company. I've never served in the military so I would never open a USAA account. please investigate and remove my info from your system, as it is damaging my good name .open date XXXX XXXX XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33436
Submitted Via: Web
Date Sent: 2022-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A