July 2016 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2016, the CFPB received 979 complaints against USAA. USAA ranked Number 28 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: July 1, 2016


State: NJ

Product: Bank account or service
Sub-Product: Checking account

Issue: Deposits and withdrawals

Full Complaint:
I submitted a complaint to you around XXXX XXXX, but for whatever reason, I do n’t think it made it to you as I have not yet received a confirmation email. This is what was submitted : There were XXXX unauthorized ACH withdrawals from my checking account this past XXXX XXXX and XXXX XXXX. I notified my bank after this first group of XXXX unauthorized withdrawals and told them to block any ACH withdrawals from this person. They assured me this was done and refunded my account the XXXX unauthorized ACH withdrawal amounts, without explaining how or why this happened. Thankfully, the amount of the first set of withdrawals was relatively small ( under {0.00} ). This past month I noticed XXXX more unauthorized withdrawals ( totaling {0.00} ) and after doing research, I found they were from the same individual as the XX/XX/XXXX/XX/XX/XXXX withdrawals. I again notified my bank on XXXX XXXX. On XXXX XXXX the last of the XXXX ACH withdrawals was refunded. I insisted on an explanation of how they allowed the same individual access to my checking account, after telling them never to allow this person access following the first occurrence in XX/XX/XXXX/XX/XX/XXXX. They said there was an ” error ” made and that they assigned my checking account number as this individual ‘s MEMBER NUMBER and further explained to me, he used this MEMBER NUMBER to set up ACH withdrawals. They also explained their investigation concluded this individual was not committing fraud ( ref USAA response, XXXX XXXX, XXXX ) despite my complaint of fraud by this person. I wrote them back telling them they were totally at fault for assigning my account number as another individual ‘s ” member number ” and this individual should be investigated further. I explained this individual was committing bank fraud because you can not set up ACH withdrawals with MEMBER NUMBERS, just routing and bank account numbers, and his NAME against my account number should have triggered a fault in the USAA bank security system, and should not have allowed processing of his ACH withdrawals against my account. I have asked many times for an explanation from USAA, only to get bits and pieces and excuses why this happened. Their bottom line solution was to advise me to open another account, which I did on my own anyway. I do not see how opening a new account assures bank account security within USAA, and want to know if USAA Federal Savings Bank can be held liable for damages and failure to provide security of bank funds. Additionally, I feel they are liable for these gross errors in assigning my bank account number ( and who knows how many others ) to another member and then processing ACH withdrawals under mismatched account numbers and account owner names. Attached is the history of my conversations with USAA bank.

Complaint Tags: Servicemember

Company response:

Response Type: Closed with explanation

Public Response:
Company believes it acted appropriately as authorized by contract or law

FairShake accessed this complaint from the public archives of the Consumer Financial Protection Bureau (CFPB). You can file your own complaint with the CFPB here.