Compiled from Public Data by FairShake
The US government’s Consumer Financial Protection Bureau (CFPB) collects complaints against financial companies.
In 2018, the CFPB received 1126 complaints against USAA. USAA ranked Number 32 among all financial companies for the most complaints.
Date of Complaint: September 11, 2018
Company Official Name: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: MO
Product: Credit card or prepaid card
Sub-Product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-Issue: Card was charged for something you did not purchase with the card
Full Complaint:
On XX/XX/18 a fraudulent charge for {.00} from XXXX appeared on our USAA VISA. We don’t do business w/ XXXX , never have, & there’s absolutely no reason XXXX should have our card info. Called USAA on XX/XX/XXXX to report. USAA rep said someone probably skimmed our card # while we were out and about, explaining that the card doesn’t even have to be in use ( or even outside wallet/purse ) to be skimmed. USAA credited our account, canceled the card, & issued a new card which we activated but kept at home.
On XX/XX/18 a 2nd fraudulent charge for {.00} from XXXX appeared on the *new* USAA VISA card which had just been issued to us ( & had never left the house ). Called USAA on XX/XX/18 to report. USAA credited our account, canceled the card, & issued *another* new card ( card # 3 ) which we did *not* activate & kept at home. We also kept my spouse ‘s USAA card at home for safekeeping.
On XX/XX/18 we noticed a 3rd fraudulent charge for {.00} from XXXX on our USAA VISA, this time on my spouse ‘s card which had not left the house since this whole debacle began. Called USAA on XX/XX/XXXX to report. USAA credited our account, canceled the card, & issued my spouse a new card ( card # 4 ) which we did *not* activate & which we kept at home.
During this time we spoke numerous times w/ USAA reps at length about the recurring problem & how to permanently resolve the fraudulent charges from XXXX . We were told we could not put a stop on our account for a specific merchant ( XXXX ). During another phone call in which we asked for the issue to be escalated to the fraud department, we were told that our credit card info is being shared with XXXX by the XXXX XXXX XXXX XXXX ( XXXX ) each & every time a new card # is issued, but USAA said we had to call VISA to opt out & they did not have a number for us to call, just said ” XXXX it. ” ( Good luck with that. ) On XX/XX/XXXX we put a freeze on both USAA credit cards ( mine & my spouse ‘s ) as an added level of protection even though neither of the cards had been activated or taken outside the house. A day or two later we saw that a {.00} charge from XXXX had been attempted & denied.
On XX/XX/XXXX a 4th fraudulent charge from XXXX appeared on our XXXX VISA card ( now jumping from USAA to XXXX ), this time in the amount of {.00}. We have not called XXXX yet about this charge because there are two pending ( legitimate ) charges on our XXXX VISA we are waiting to clear before we report the fraud charge & have our card canceled immediately.
We want VISA to STOP providing our private credit card information to XXXX ( or anyone ) without our permission! We want to opt out of the XXXX ( XXXX XXXX XXXX ) which we were never informed about in the first place. We have scoured the Internet and the fine print on our credit card agreements for ANY information on XXXX and can find no phone number to call and no information other than other consumers complaining about similar scenarios on various public forums / message boards.
Help! We can’t keep canceling, switching, freezing, not using our credit cards. We have spent hours, days, weeks trying to resolve this ourselves and we are fed up and angry that VISA ( or any credit card company ) is allowed to share our credit card # without our permission!
Complaint Tags: Servicemember
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.