May 2018 Complaints Against USAA

Compiled from Public Data by FairShake

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In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.

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Complaint Details:

Date of Complaint: May 29, 2018


State: MO

Product: Checking or savings account
Sub-Product: Checking account

Issue: Managing an account
Sub-Issue: Banking errors

Full Complaint:
XXXX, XXXX XXXX XXXX XXXX ( XXXX ) XXXX RE : Events that transpired between XX/XX/XXXX – XX/XX/XXXX.

I, XXXX XXXX XXXX was seeking employment, I had my resume out on several different online employment sites. I was contacted via XXXX for a job position, on XX/XX/XXXX by a man claiming to be a XXXX XXXX XXXX. He stated that he was a Sales Representative for medical supply company here in XXXX XXXX, called XXXX. He was hiring for a XXXX XXXX position. I checked out the information of the gentleman who contacted me and he appeared to be local and worked for a legitimate company in town. He sent me his email and requested that I send him my full resume, I did the evening of the XX/XX/XXXX. He contacted me back the next day, via email stating after completing a background check that I was qualified for the job and offered me the position, listing a job description of my duties. He stated, I would be receiving a weekly pay check of {0.00} for 3-7 hours a week and would start the XX/XX/XXXX, I accepted the position.

He sent me a message stating that he ( XXXX XXXX ) would be issuing me a check to cover my first weeks pay and extra funds to cover, office supplies, printer and software licensing that I would need for the job. The check would be in the amount of {00.00}. He contacted me when the check had been issued and sent me the tracking information for the check. Tracking # XXXX and told me to contact him when I received it. Once I had received the check, he then instructed me via text to deposit the check into my personal account and send him conformation once I did and a copy of the deposit slip. After sending him a copy of the slip, he messaged me and asked me to withdraw the funds from my account minus my paycheck, to get the supplies.

Once I withdrew the funds, he instructed me then to take the money to a XXXX XXXX XXXX and deposit the funds into an account and sent me a name, account and routing number. The account was for a XXXX XXXX XXXX, Account # XXXX, Routing # XXXX. The bank he instructed me to go to was a XXXX XXXX. We do not have a XXXX XXXX branch in XXXX. I informed him of this, he then instructed me to overnight the money to this XXXX XXXX XXXX via XXXX, this made me very uncomfortable, I was holding a lot of money that wasn’t mine, I was a bit confused as I was told it was to purchase supplies. I followed his instructions and overnight the funds to : XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, XXXX XXXX via XXXX. Tracking # XXXX {>= ,000,000} The Shipping was {.00}, I sent him a copy of the receipt and tracking information as requested.

He contacted me via text the next day, instructing me to send the reminder {0.00} to XXXX XXXX XXXX, that she needed more money to get the rest of the office supplies ”. This was a red flag for me, I told him no, that he had told me those funds where for the agreed paycheck, I had already transferred the money to make my rent payment and had already spent {.00} for the shipping of the funds. He told me not to worry that he would be sending me another check, and wanted to know what I was afraid of. I told him that it was not that I was afraid, this statement made me very uncomfortable I told him it was not that I was afraid it was simply that I couldnt, I had already transferred the money to help make my rent payment as the money was for the first paycheck as agreed upon. He then told me he would send another check, I asked him why he was sending it to me and not directly to XXXX XXXX. He didnt respond to my inquiries. Later I told him I was not comfortable with this process and asked if we could speak on the phone to discuss, he did not respond to this request. I then proceeded to text him I did not want to be apart of this process and was not comfortable with his request, this was on Friday, XX/XX/XXXX, no Response.

XXXX XXXX messaged me on Monday morning letting me know that another check was on its way. I was surprised, and thought it must be the {0.00} to send to XXXX XXXX, I told him again that I was not comfortable with what he was requesting of me, as this was not part of the job description that we had agreed upon and that I had been hired for. I told him that I didnt not want to be apart of whatever it was he was dong, I felt he was doing something wrong. During that time the next check came and it was another for the {00.00}, I was shocked, I told him I didnt want to participate. He told me to hold on while he called me from another phone line. I have recording software on my computer, when he called I put it on speaker phone and hit record. He is a man with a thick XXXX accent, and clearly was not XXXX XXXX from XXXX, XXXX as he claimed. I called him out on this fact and insisted that he was XXXX XXXX XXXX, and that he was from XXXX even though he could not pronounce it correctly. I told him I did not want to be involved. He at this point became very upset and started making threats and stating that I had his money. I told him that I was going to go to the police at this time, he became very threatening stating that he knows where I live, and that I didnt know who I was messing with and that he would come after me and would XXXX XXXX ” – At this point I was extremely shaken and in a bit of shock, not knowing what in the world I had just been involved with. He has all my personal information and physical address. In a state of panic and fear, I deposited the check, made the withdraw and sent the money immediately as requested I was extremely shaken up and very scared at this point, I live alone withy XXXX year old so, and was Terrified that I had somehow put our lives in jeopardy, simply what I had thought to be a part time job. I sent the XXXX XXXX a copy of the shipping receipt with the tracking # XXXX and told him not to contact me again. I did receiver a few more messages and another text from another number claiming again to be XXXX XXXX but I ignored them. I packed a bag, contacted close friends of mine and told them what happened and stayed the night at their house, I was very scared at this point. I do have a full recording of this phone conversation.

The next day I went to the police department to file a police report. I also called the XXXX XXXX where the checks had been issued from ; XXXX XXXX Revolving Loan FB Deposit Account XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX and spoke to a XXXX XXXX as his name was in an email I had received from XXXX XXXX in regard to the tracking information on the check. I wanted to let him know what was going on, when he got on the phone he seemed quite irritated that I was calling and dismissive with me, he was not interested in what I had to say. Which lead me to believe that he was somehow was in on this scam. The checks where mailed from XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Tracking # XXXX I was able to make contact with the REAL XXXX XXXX XXXX that does live here in XXXX, XXXX who is a Sales Representative for XXXX. I was able to make contact with him at work, phone # ( XXXX ) XXXX. He informed me that a few weeks prior to this event that his XXXX account had been hacked and has since been locked out permanently from his account. He was unaware that his identity had actually been used for any purposes, and stated that he would also contact the police in regards. His cell number ( XXXX ) XXXX I filed a police report # XXXX, in XXXX, XXXX, XXXX County on XX/XX/XXXX.

I went to the local XXXX States Attorney general office, XX/XX/XXXX they informed me that I need to make a report online or mail in a complaint. I have filed the complaint with the Attorney General ‘s Office.

I have filed a report with the local XXXX, XXXX FBI office.

I contacted the fraud department of my banking institution, USAA, on XX/XX/XXXX to notify them of the event.

USAA is currently holding me liable for the funds and placed a charged on my account which has resulted in a deficit of my personal funds in the amount of – $ XXXX.I also had a little over {00.00} in the account of my personal money that is now gone. I have had my monthly bills be returned and am incurring several return fees due to this and now late charges. I am currently locked out of my USAA account and from accessing any of my personal information in regard to my account. I have called to get it unlocked and they are refusing me access. I was told a supervisor from the Fraud Department would be contacting me that as of XX/XX/XXXX has not yet happened. This is a great frustration as I have other accounts with USAA including my savings, auto insurance, rental insurance and 2 credit cards.

I have banked with USAA for 23 years, I have a clean banking record, I have never had an issue with USAA until now. I am quite shocked as to this situation is being handled by them, I was scammed and am now being held liable by my bank claiming tone a zero liability company. This event has put me in a state of complete financial ruin, I am now looking at losing my home and credit and etc. on top of the distress of the event and having threats now made upon my life. I have tried calling several times. I am truly at a loss as what to do, and how to get any updates and information in regards to the status.

I was informed as of XX/XX/XXXX, by XXXX XXXX of USAA that my funds wouldnt be reinstated to my account that is now in deficit {00.00}. I would not be allowed access to my other banking, saving, credit card and insurance information until I bring my balance back up, which is simply not possible at this point. This event has putt me in financial ruin and hardship. Which will leave me now no choice but to file bankruptcy or seek legal action, unless this decision is overturned, the total loss is now {00.00}, the {00.00} that I was hit from the scam and {00.00} of my own personal funds that are now gone.

I have a file to upload that has the affidavit of my sworn statement, all the email correspondence and text messages copies of texts and etc. Also have a full audio recording of the phone conversation by the individual who scammed me with and made the personal threat to ” Kill Me ” but this document exceeds your upload capacity. I have mailed copies of this to your address via certified mail.

Thank you for your attention to this matter, XXXX XXXX XXXX

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.