{"took":451,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":15,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"15406294","_score":23.491571,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/year> - I experienced something called an \" Account Takeover Scam '' with my personal USAA banking accounts. The person who gained access to my accounts did a lot of stuff including submitting multiple disputes, ordering new cards, moving money between accounts, and paying off one of my personal loans. \n\nI called USAA as soon as I realized the scam was taking place ( which was on XX/XX/year> ), and reported the issue. They helped me lock my accounts and regain access to my accounts and to update all of my credentials to prevent further security issues. From this date on USAA has been \" investigating '' the scam and has given essentially no transparency into what they are doing or why they are doing it. I was provided misinformation by multiple USAA members regarding paying back vendors that the erroneous disputes were filed with, which has now caused me to lose money. I have spent an incredible amount of time on the phone with USAA representatives who do not know what is going on with my finances, no one can give me transparency or information, and at this point USAA has grossly mishandled the investigation and my finances. They continue to this day ( 57 days after the scam ) to move money around in my accounts erroneously to try and correct the issues that they have now caused, and refuse to give me a resolution date for this investigation. I was originally told that they would be complete with the investigation within 30 days of the reported date. \n\nThis specific Account Takeover Scam ( ATO ) is unique to USAA, because of glaring security issues that the organization refuses to acknowledge or address. Multiple other members have fallen victim to these same issues and had their finances completely ruined by the way USAA \" investigates '' fraud and scam cases.","date_sent_to_company":"2025-08-20T20:35:10.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"80221","tags":null,"has_narrative":true,"complaint_id":"15406294","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-08-20T20:03:04.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["This specific Account Takeover Scam ( ATO ) is unique to <em>USAA</em>, because of glaring <em>security</em> <em>issues</em> that the organization refuses to acknowledge or address. Multiple other members <em>have</em> fallen victim to these same <em>issues</em> and had their finances completely ruined by the way <em>USAA</em> \" investigates '' fraud and scam cases."]},"sort":[23.491571,"15406294"]},{"_index":"complaint-public-v1","_id":"11044971","_score":23.212355,"_source":{"product":"Checking or savings account","complaint_what_happened":"I am writing to express my deep concern regarding the recent closure of my USAA account. Despite multiple instances of my account being compromised due to security lapses on USAAs part, I have consistently taken all necessary precautions to protect my account. Unfortunately, these breaches have occurred repeatedly, highlighting a significant issue with the security measures in place. \nTo my dismay, USAA has decided to close my account without providing a clear reason. This decision has been made despite the fact that the security breaches were not due to any fault of my own. Additionally, I am facing difficulties with the processing of my insurance claim for my apartment, which remains unresolved. \n\nFollowing my XXXX XXXX in XXXX, which affected my memory due to an XXXX, I have observed a noticeable decline in the quality of treatment I have received. I believe this change in treatment is unjust and may be influenced by my being XXXX. \nI kindly request a thorough review of my situation and an explanation for the treatment I have experienced. It is crucial that all people receive fair and respectful care, regardless of their background. \n\nI kindly request a thorough review of my case and a detailed explanation for the account closure. Furthermore, I urge USAA to address the pending insurance claim promptly.","date_sent_to_company":"2024-12-05T12:38:34.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"85339","tags":null,"has_narrative":true,"complaint_id":"11044971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2024-12-05T12:25:43.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["I am writing to express my deep concern regarding the recent closure of my <em>USAA</em> account. Despite multiple instances of my account being compromised due to <em>security</em> lapses on <em>USAAs</em> part, I <em>have</em> consistently taken all necessary precautions to protect my account. Unfortunately, these breaches <em>have</em> occurred repeatedly, highlighting a significant <em>issue</em> with the <em>security</em> measures in place. \nTo my dismay, <em>USAA</em> has decided to close my account without providing a clear reason."]},"sort":[23.212355,"11044971"]},{"_index":"complaint-public-v1","_id":"4022622","_score":22.58608,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"As far back as XX/XX/2020, USAA Federal Savings bank has been sending out notices about upgrading their security procedures on their website usaa.com. what they failed to mention is that they experienced a major data breach and have yet to acknowledge the incident. Countless USAA members have taken to complaining on online forums about USAA 's cavalier attitude about this breach. Many, like myself, have experienced surprise and unauthorized charges on my USAA Visa card and unauthorized running of my credit report for an unauthorized consumer loan without my consent. Subsequently, after getting the run-a-round from the representatives on the phone, I closed my credit card account due to their inability to properly secure their website API ( application programmable interface ) from the very beginning. Every time I called and asked how these unauthorized charges occurred, the representative would simply state that my credit card was probably skimmed at a reader. When I inquired further, another rep. would say that the unauthorized charge was used via a mobile app. \nUSAA 's explanation for these unauthorized charges did not make any sense. I could accept this useless excuse if it was just me but how could over 50 other USAA members suffer the same breaches on their accounts. Does that make sense? \nLike many older Americans, I don't use any apps and probably never will. USAA knows that I don't use their new app so how could they allow my credit card to be used through a mobile app that is not mine. As recent as XX/XX/2020 USAA shows attempted unauthorized charges on my CLOSED USAA Visa credit card. Again they refuse to acknowledge a breach in their credit database. This is unfair to the thousands of members which, rightfully so, are dwindling since the onset of this data breach. \nAnother recent and troubling breach was an unauthorized running of my credit report by USAA for an unauthorized personal loan last week for which they issued a Credit Inquiry Removal Process letter. The letter is dated XX/XX/2020 and states that they have reported the error to the credit reporting agencies and can take up to 45 days to be updated on my consumer report. Is this fair? How long is USAA going to be allowed to continue this FRAUD. \nIf I did not implement a credit freeze last year I would have been ruined like many other USAA members that were never notified of a data breach. \nIt is public knowledge that the Consumer Financial Protection Bureau has fined USAA Federal Savings Bank millions of dollars recently for other credit related issues. Perhaps it is time to investigate USAA again and penalize them severely for irreparably damaging consumers credit history and ultimately their lives.","date_sent_to_company":"2020-12-20T18:28:33.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"XXXXX","tags":"Servicemember","has_narrative":true,"complaint_id":"4022622","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-12-20T17:26:35.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["As far back as XX/XX/2020, <em>USAA</em> Federal Savings bank has been sending out notices about upgrading their <em>security</em> procedures on their website <em>usaa</em>.com. what they failed to mention is that they <em>experienced</em> a major data breach and <em>have</em> yet to acknowledge the incident. Countless <em>USAA</em> members <em>have</em> taken to complaining on online forums about <em>USAA</em> 's cavalier attitude about this breach."]},"sort":[22.58608,"4022622"]},{"_index":"complaint-public-v1","_id":"3249226","_score":22.152733,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"As a 30+ year USAA member, military veteran, and XXXX XXXX   XXXX with US Fortune 500 company experience, I have seen a rapid decline in corporate integrity and the quality of customer service over the last few years with USAA . There has been an increasingly more regular mistreatment of its members, which has been confirmed through many discussions with several other veterans and active duty service members. \n\nI and many other veterans have begun the process of shutting down all of our USAA accounts and business relationships over the past year, with the ultimate goal of a complete exit from the company. Those of us with children who have decided to also serve in the military are strongly advising them to avoid USAA and to tell all of their peers in the military to do the same. \n\nThis latest episode with USAA is by far, the most disgraceful and highly unprofessional handling of a case I have seen to date, and has promoted us to pursue legal options and explore recovery of damages. \n\n1. USAA, through an obviously incompetent security screening process, allowed an identity thief to use my mothers social security number to open a fraudulent checking account. This is just the latest in a long series of financial security issues I have experienced with USAA over the past five years, each of which cost me tens of hours of my time and the time of many other businesses to correct. My mother is not even a USAA member. \n\n2. This security breach which was allowed by USAA has affected my ability to open joint banking accounts with my mother and other family members. An account I attempted to open was shut down ( document attached ). \n\n3. USAA has slandered and defamed our character by falsely reporting information about my mothers financial history. USAA did this by knowing and admitting that the banking activity background check service called XXXX XXXX publishes data which is very vague and ambiguous about checking account irregularities. My mother is a victim of identity theft, ( caused by USAAs incompetence ) however, USAA sent information to XXXX XXXX which allowed them to re-characterize her activity as criminal. USAA had knowledge that XXXX XXXX would do this, and allowed it to happen. \n\n4. The failures described above could have been easily handled in an acceptable manner by USAA, but instead, our entire family has been put through a living XXXX the past three weeks, since USAA has refused to correct the situation. \n\n5. After my parents and I being shuffled through many different customer service representatives, many unreturned phone calls, and being handed off from one department to the next, to the next, we finally ended up in the CEOs resolution center, which just chose to shuffle us off to another office to handle the problem, resulting in another extended delay as USAA reviews our request. We have collectively spent a total of about 6 hours on the phone with USAA trying to solve this. \n\n6. We have simply requested a letter from USAA proving that my mother is an identity theft victim, and not a criminal, and a copy of the document which was sent from USAA to XXXX XXXX. \n\n7. Meanwhile, we have been told by XXXX XXXX at extension XXXX in the fraud/security department, that although he and others at USAA have stated my mother has done nothing wrong, and is a victim, USAA did everything correctly and they will not be supplying us documentation to exonerate my mother and to prove that she is not an identity theft criminal. XXXX basically told us it is not USAAs problem, and dumped it in our lap to figure out. \n\nWe will be pursuing ( vs. exploring ) formal legal action, and will follow up with outreach and a warning to many veterans organizations if USAA does not immediately take responsibility for their failure and do the right thing by supplying the requested documents. A formal complaint with the Federal Consumer Finance Protection Bureau ( CFPB ) is also pending. \n\nNo one should ever be treated the way we have been treated. \n\nI strongly urge my fellow veterans who may be reading this to immediately spread the word as fast as possible and to inundate USAA with CFPB complaints for all qualifying financial irregularities they have experienced with USAA. Maybe there is some hope USAA will take notice and return to the company it once was, proudly serving veterans, active duty service members, and their families. Sadly, it appears this is no longer true. \n\n*** request *** Immediately supply two documents : 1. A letter signed by XXXX XXXX ( full name requested on the letter ), Manager of the XXXX XXXX XXXX, on USAA letterhead, formally stating that my mother is a victim of identity theft with USAA, and is not guilty of any wrongdoing. \n\n2. A copy of the communication which was sent from USAA to the XXXX XXXX company regarding my mothers status.","date_sent_to_company":"2019-05-21T04:58:17.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"34293","tags":"Servicemember","has_narrative":true,"complaint_id":"3249226","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2019-05-21T04:37:29.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This is just the latest in a long series of financial <em>security</em> <em>issues</em> I <em>have</em> <em>experienced</em> with <em>USAA</em> over the past five years, each of which cost me tens of hours of my time and the time of many other businesses to correct. My mother is not even a <em>USAA</em> member. \n\n2. This <em>security</em> breach which was allowed by <em>USAA</em> has affected my ability to open joint banking accounts with my mother and other family members. An account I attempted to open was shut down ( document attached ). \n\n3."]},"sort":[22.152733,"3249226"]},{"_index":"complaint-public-v1","_id":"21899688","_score":21.743637,"_source":{"product":"Checking or savings account","complaint_what_happened":"My USAA Federal Savings Bank account has experienced repeated and ongoing access lockouts beginning XX/XX/XXXX and continuing through XX/XX/XXXX. Additional incidents occurred on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( multiple disable/enable cycles ), XX/XX/XXXX, and XX/XX/XXXX. \n\nDuring several of these events, my account was temporarily restored only to be locked again shortly afterward, creating a recurring cycle of inability to access my funds or use online/mobile banking services. \n\nI contacted USAA approximately XXXX times during this period, speaking with both fraud/security representatives and supervisors. I repeatedly reset my login credentials ( username, password, and PIN ) as instructed. Despite these efforts, the issue continued to recur. \n\nOn XX/XX/XXXX, a USAA supervisor acknowledged that the issue had been mishandled and should not have continued. However, my account was locked again on XX/XX/XXXX. \n\nUSAA provided inconsistent explanations for the lockouts, including routine transfers, previously resolved returned checks, and login location discrepancies. In some cases, these discrepancies occurred while I was at home or actively speaking with USAA during login attempts. \n\nOn XX/XX/XXXX, I requested supervisory escalation and clarification regarding an internal special team review referenced by USAA representatives, but was informed that a supervisor callback would not be provided at that time. \n\nAs a result of the repeated inability to access my account, I opened an account at another financial institution and removed all funds from USAA due to loss of reliability and continued access instability. I also stopped using USAA for direct deposit. \n\nDespite multiple escalations and troubleshooting steps, the account access issue has not been permanently resolved.","date_sent_to_company":"2026-05-05T17:54:34.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"730XX","tags":null,"has_narrative":true,"complaint_id":"21899688","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2026-05-05T17:44:03.000Z","state":"OK","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I contacted <em>USAA</em> approximately XXXX times during this period, speaking with both fraud/<em>security</em> representatives and supervisors. I repeatedly reset my login credentials ( username, password, and PIN ) as instructed. Despite these efforts, the <em>issue</em> continued to recur. \n\nOn XX/XX/XXXX, a <em>USAA</em> supervisor acknowledged that the <em>issue</em> had been mishandled and should not <em>have</em> continued. However, my account was locked again on XX/XX/XXXX."]},"sort":[21.743637,"21899688"]},{"_index":"complaint-public-v1","_id":"14042737","_score":18.963047,"_source":{"product":"Checking or savings account","complaint_what_happened":"On XX/XX/XXXX I reported multiple unauthorized transactions to USAA. I have been a long time client of USAA so I trusted their banking services to retrieve my insured funds and return them back to me. I wanted to be proactive so during this time I also changed my account login credentials to a new email address and updated my contact information in my USAA profile. On XX/XX/XXXX I received an email from USAA stating the following : Profile Update Notification Dear XXXX XXXX, You successfully updated your email information on XX/XX/XXXX. No action is necessary unless this activity occurred without your knowledge or permission. \n\nOn XX/XX/XXXX I received another email from USAAs Senior Vice President of Bank Fraud, XXXX XXXX, which stated the following : Call Us to Review Your Account Information Dear XXXX XXXX, Safeguarding our members ' information from fraudulent activity is a top priority for us. We're writing to let you know that your usaa.com access and outgoing transactions on your USAA account or accounts have been restricted due to recent suspicious activity. Please call us promptly at XXXX ( XXXX ), XXXX, ( TTY : XXXX ) or # XXXX on a mobile device to review your information. \nWe're committed to keeping your accounts and personal information safe. To learn how we protect your information, visit our Security Center. \nThank you for allowing us to serve you and your banking needs. \nSincerely, XXXX XXXX Senior Vice President, Bank Fraud Operations USAA Federal Savings Bank. \n\nOn XX/XX/XXXX I received another email but this time from someone named XXXX with USAAs Member Advocacy. XXXX goes on to state the following in her very unhelpful, ineffective, and lackluster and disappointing email : Dear XXXX XXXX, Thank you for bringing your concern to our attention. My team at the USAA Federal Savings Bank works in conjunction with the CEO 's office, and I am researching what occurred. \nI will contact you shortly to discuss this further. \nHow to Contact Us If you need to reach me, please feel free to call me at one of the numbers below and enter extension XXXX when prompted. \nPhone : XXXX ( XXXX ) Mobile : XXXX, Mobile shortcut # XXXX Sincerely, XXXX XXXXXXXX XXXX  USAA Federal Savings Bank XXXX \n\nOn XX/XX/XXXX, XXXX from USAAs incredibly unhelpful, XXXX XXXX department, follows up with me in another long and tedious email just as the one she had written to me just 2 days ago. You would think XXXX with USAAs Member Advocacy would have by now, at this point, an entire 2 days later, an account resolution for me or news that I am finally now able to access my funds in my USAA bank account however she does not have either of the above acceptable and expected news. She goes on to state the following : Follow Up About Your Concern Dear XXXX XXXX, USAA is committed to providing you with exceptional service. We are writing in response to your concern regarding a service experience which you outlined in your phone call. \nOur records indicate that you shared your concerns regarding authentication and account takeover. We attempted to contact you by phone to discuss your concerns but were unsuccessful. Please be advised that USAA conducted a fraud review on XX/XX/XXXX, and no break-ins or account takeover was found. Or records also indicate that USAA 's profile recovery team attempted to contact you on XX/XX/XXXX, to update your profile. Please contact USAA 's profile recovery team at ( XXXX ) XXXX. \nXXXX XXXX XXXX, we regret any inconvenience or frustration you experienced. We appreciate you allowing us the opportunity to review and resolve this matter for you. \nShould you have any additional questions, you can reach me at ext. XXXX. \nUSAA Federal Savings Bank has issued the final resolution on this matter ; however, if you have additional questions, we invite you to contact us. \nSincerely, XXXX Member Advocacy USAA Federal Savings Bank. \n\nAnd unfortunately, this is the theme of the useless communication tidbits I received here and there during the beginning of this matter from USAAs dozens of corporate employees who never actually end up providing me absolutely any kind of tangible helpfulness which I might be able to use to access my money and resolve the matter. \n\nOn XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX I receive one email from USAA notifying me about USAAs decision making on the fraudelant transactions I disputed back on XX/XX/XXXX. For example, on XX/XX/XXXX, I received an email from USAA stating the following information : Dear XXXX XXXX, Please take a few minutes to review the following new documents that we've posted for you : Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Temporary Credit Issued for Debit Card Fraud Claim Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Status of Your Deposit Account Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Status of Your Debit Card Fraud Claim Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Review of Your Debit Card Fraud Claim is Complete Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Permanent Credit Issued For Your Dispute Thank you, USAA. \n\nOn XX/XX/XXXX, I sent USAA an email expressing my deep dissatisfaction at this point since USAA has not informed me about how I may access my checking accounts provisional credits which were permanently placed onto to my account ( see XX/XX/XXXX email above ). My email read the following : I am deeply sad that i been trying to talk to a rep there and it took me over2 hrs of trying to speak to some one there and when i did i told her what was going on. And your your office kept the answering machine asking me the same question over and over and when i ask to speak to a supervisor she WOULDNT and then she hung up the phone. I will be sending a nasty letter to XXXX to print on how your firm treated me as a XXXX XXXXXXXX XXXX  vet that had all of my policy with your firm. And nthe nasty treament your customer service rep render toward me. I hope all veteran read my story and get better treatment with XXXX and VA insurance programs. And how your machine or programing to cut policly holder off the phone and the machine lie to customer. I am also going to contact my two congressman and report what happen nto me from your firm XXXX XXXX XXXX. \n\nOn XX/XX/XXXX, XXXX with USAAs yet again painfully unhelpful Member Advocacy writes in her email the following statements : XXXX XXXX, Thank you for bringing your concern to our attention. My team at USAA Federal Savings Bank works in conjunction with the CEO 's office, and I'm researching what occurred. I'll contact you shortly to discuss this further. \nIf you need to reach me, please feel free to call me at XXXX ( XXXX ), XXXX, ( XXXX ) or # XXXX on a mobile device and enter extension XXXX when prompted. \nSincerely, XXXX Member Advocacy USAA Federal Savings Bank. \n\nXXXX had nothing to show for it til this very day. I have received no help, no response, no resolution, no USAA account mobile access, no clarification, no communication in general-Absolutely nothing on XXXXXXXX or USAAs behalf. On XX/XX/XXXX, upon opening my USAA app to check the status of my checking account and the + {$25000.00} balance of my money sitting there but USAA will NOT let me access ( stealing, essentially ), I come to find out that I can not even login at all on my USAA app. The USAA error page it takes me to has a phone number that it requests me to call to resolve the issue. I think nothing of it as this has happened in the past to me before using my USAA XXXX app, and I have never had an issue resolving the account lockout immediately after I call the number and answer security questions. However, I have been in this vicious cycle of perpetual account lockout, contact USAAs security team, pass the USAA authentication process, and then only to be told by a new person every single time that I must wait for some mysterious person at USAA to call me to just let me be able to login again. That is just one layer, because I have been waiting MONTHS to be contacted by a different mysterious entity to be able to access my money sitting in my checking account as we speak. On top of all these painful experiences I have undergone with USAAs deplorable resolution processes and even more unfathomably ineffective and unhelpful aloof representatives who occupy positions in USAAs customer service and security departments-They have an incorrect phone number which I have been told earlier today from a security representative over the phone essentially says oh well, find a way to answer that phone number because theres nothing I can or will do to inform the mysterious people at USAA who are supposed to contact you to resolve your case about the correct number to call you at. Attached below is my compilation of communication records I have kept which can provide clear and concise evidence that USAA customer service is sadly nonexistent. And ineffective. And painfully unhelpful. XXXX XXXX, please, Department of Consumer Finance, help me recover my money in my USAA checking account because at this point USAA is stealing money that does not belong to them but belongs to ME. Their customer who mistakenly trusted them to keep my money safe.","date_sent_to_company":"2025-06-12T11:00:40.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92656","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"14042737","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-06-12T07:29:00.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I think nothing of it as this has happened in the past to me before using my <em>USAA</em> XXXX app, and I <em>have</em> never had an <em>issue</em> resolving the account lockout immediately after I call the number and answer <em>security</em> questions."]},"sort":[18.963047,"14042737"]},{"_index":"complaint-public-v1","_id":"1955080","_score":18.862612,"_source":{"product":"Bank account or service","complaint_what_happened":"Product : Financial support services Sub-product : financial support, control and access Issue : violation of fiduciary responsibility laws Sub-issue : misappropriation of customer 's funds Consumer complaint narrative : I 'd been a USAA customer for 49 years, with XXXX checking accounts ( XXXX ), a savings account, XXXX investment accounts, car and home insurance and a trusteeship. USAA correctly ID 'd an attempted fraud against my credit card on XXXX XXXX, 2016, then shut me out of access to ALL of my accounts so that I could access NOTHING and, with their closed communication system I could only send letters to the USAA CEO ( XXXX, to date, which I can produce copies of ). I still received non-response emails notices of deposits and pre-programmed ( \" bill pay '' ) payments from the only checking account remaining at USAA ( set up in response to my first special delivery letter to the USAA CEO ). However, when I opened accounts with a new bank in self defense and attempted to duplicate my \" bill pay '' list that I had with USAA, I could not access my USAA \" bill pay '' accounts to close them or to make any other changes. As a result, I could not even monitor my USAA credit card account ( which has most likely negatively affected my credit score ) and pre-programmed \" bill pay '' duplicate payments were sent from USAA to my creditors, including a $ XXXX payment to a home ex-mortgagee, on XXXX/XXXX/2016, after I had obtained a VA Refi and that mortgagee had been paid off ( below ). \nRepeated attempts to communicate by telephone generally resulted \" someone will call you in 24 to 48 hours. '' The ONLY time that call-back happened, it was another pass-the-buck situation with the usual \" someone will call you in 24 to 48 hours. '' Each time I called since XXXX XXXX, however, I had to re-justify myself with a new 20-question \" security '' quiz and, though I get email messages that I have a USAA email, it is within their closed system to which I no longer have access. THIS is NOT the kind of caring service I had previously experienced with USAA and I 'm surprised at the number of \" Account opening, closing, or management '' and related complaints I see against USAA in this database just since XXXX XXXX!!! \n==================================================================== This is a prime example of USAA 's misappropriation of funds - Your payment to XXXX has been sent XXXX sent it to me on XXXX XXXX, 2016, XXXX From : XXXX Format : To : XXXX Your payment to XXXX has been sent View Accounts | Privacy Promise | Contact Us USAA SECURITY ZONE To : XXXX, USAA # ending in : XXXX Dear XXXX, The following payment has been sent : Biller : XXXX Account Number : XXXX Payment Amount : {$1000.00} Date Debited From Your Account : XXXX/XXXX/2016 Date Sent to Biller : XXXX/XXXX/2016 Estimated Date Posted by Biller : XXXX/XXXX/2016 XXXX has not supplied posting information for this payment. The posted date above is an estimate based on our past experience with XXXX. \n*Note : If the word Draft appears as the date the payment was debited from your account, we could not send your biller an electronic payment and sent a paper check instead. Your account will be debited after the biller deposits the check and it is paid by your financial institution. \nTo stop receiving reminders like this, access USAA Web BillPay and change your reminder settings for this biller. \nIf you have questions about this bill, please contact XXXX directly. For all other questions, logon on to usaa.com, and select Pay Bills. ( NONE OF WHICH IS POSSIBLE, because of USAA 's Shut-out of my accounts!! )","date_sent_to_company":"2016-06-05T21:34:07.000Z","issue":"Account opening, closing, or management","sub_product":"Other bank product/service","zip_code":"975XX","tags":"Older American","has_narrative":true,"complaint_id":"1955080","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2016-06-05T21:34:06.000Z","state":"OR","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["THIS is NOT the kind of caring service I had previously <em>experienced</em> with <em>USAA</em> and I 'm surprised at the number of \" Account opening, closing, or management '' and related complaints I see against <em>USAA</em> in this database just since XXXX XXXX!!!"]},"sort":[18.862612,"1955080"]},{"_index":"complaint-public-v1","_id":"3648948","_score":18.762184,"_source":{"product":"Checking or savings account","complaint_what_happened":"Complaint from XXXX XXXX XXXX XXXX submitted to the Consumer Financial Protection Bureau in regards to abuse of the Patriot Act/Bank Secrecy Act. \n\n\n\nMy wife and I have been member/customers of USAA for over 27 years. During the last week we have had a more than disappointing experience, that in fact the evidence thereof seems to show that USAA is abusing the Patriot ACT/Bank Secrecy ACT with members in a way that is unreasonable, intrusive, unnecessary, and violates privacy. We were however, very pleased to be introduced to The Consumer Financial Protection Bureau and your work to help members like us to hold accountable inappropriate banking behavior. \n\nIt was also interesting to see that this is not the first time you will have received a complaint about such violations by USAA, in view of your class action XXXX} XXXX settlement last year with USAA after dealing with the issue that USAA violated the Electronic Fund Transfer Act. \n\nOur Complaint Last week my wife attempted to use her USAA phone app for the purpose of transferring funds to one of our adult children. But, to her surprise, upon logging on to her app, she was prompted that she must answer questions about our Net Worth, Sources of Income and other privacy based questions not necessary for customer identification. Furthermore, she was told in writing that if you dont provide this private information within 3 visits you will be blocked from accessing your accounts, statements and effectively the ability to conduct personal banking of our private assets. \n\nEXHIBIT About a year ago, we experienced a fraud event with our USAA accounts, known as an account takeover. USAA worked to try and explain how after multiple conversations with USAA employees, the fraudsters were able to gain the answers to my wifes security questions, which even I cant answer. Fortunately, after the criminals had already withdrawn money from our daughters account, opened new accounts and credit cards we became aware and intervened. As you might expect, we worked directly with USAA to reconfigure all of our security protocols including new passwords, pins, security questions and adding 2 step verification to insure this never happened again. All of this enhanced security re-engineering would have been impossible if USAA did not believe at that time that they had reasonable confidence that they were in fact dealing with us their members. \n\nIn addition to the account takeover, we have also experienced multiple attempts by other fraudsters to impersonate USAA in electronic communications with very authentic presentations, but in each case we called USAA to report and identify the fraud attempts. \n\nAs you would expect, all of these experiences had made me and my wife quite sensitive to anything that came digitally with USAA branding but did not seem like them. Therefore when my wife got these required questions we were concerned about more fraud and called USAA on XX/XX/XXXX. \n\nXX/XX/XXXX : We first spoke with a USAA CSR about the questions to insure this was not fraud. To our surprise, the representative told us quite casually that these questions in fact did come from USAA and that we are required under the Patriot Act to answer them or USAA would unilaterally prevent us from accessing our accounts and funds. When I asked more questions on how such questions ( see screen shot exhibit below ) were necessary for customer identification after having already cleared verification she could not say and connected us to XXXX in the USAA Executive Resolutions Team. While waiting for XXXX to come on the line, I did a very quick cursory survey of the Patriot Act and the related Bank Secrecy Act as it applies to Anti-money Laundering and Customer Identification Programs required. Interestingly, it stated that institutions CIP ( Customer Identification Program ) programs are intended to enable the bank to form a reasonable belief that it knows the true identity of each customer. I learned that these CIP questions are applied under the act when customers open new accounts, apply for loans or perhaps apply for credit cards. Further that these questions as directed by the Bank Secrecy Act/Anti-Mondey Laundering Examination Manual ( see : XXXX : XXXX % XXXX % XXXX % XXXX XXXX call for : birthday address social security number drivers license When XXXX came on the line and we asked about these issues, he did not respond but asked for the opportunity to access and view our account. My wife, ironically, successfully answered all of XXXX  security questions to be verified. Apparently he considered that sufficient to reasonably believe that my wife was a true member/customer because he went on later to help make the funds transfer for my wife. To his credit, XXXX seemed to sincerely understand our frustration that we were being asked questions like this after 27 years of membership and not opening a new account or loan application. In an effort to help, he tried to use his system to see how my wife was sent these demanding questions in the first place. Ultimately he made a very interesting comment. In effect, XXXX said, that he did not see any data or information on his side which would normally be there to engage sending the questions to a member. He was at a loss to explain how that could be, but could not unequivocally say my wife was not under suspicion for the Patriot Act guidelines. Please note my wifes name does not appear on any federal XXXX watch lists nor has she received a warrant. \n\nXXXX then made the recommendation that to get the answers to our questions about USAAs intrusive questions we needed to talk to the MOET department on Monday XX/XX/XXXX. Further, he explained that the MOET group manages the Patriot Act compliance and operations for USAA. \n\n\nOn XX/XX/XXXX we called as instructed to the MOET department and were connected with XXXX. Once again XXXX verified us thru appropriate security questions which we happily answered without asking questions about our net worth, sources of income etc. We reviewed all of the above with XXXX including specific entries in the Bank Secrecy ACT/ Anti Money Laundering Examination Manual. \n\n\nIn addition to the points made to XXXX regarding appropriate CIP questions under the Patriot Act for new accounts or loans, we pointed out and asked why USAA was ignoring or apparently not in compliance with certain parts of the Examination Manual? Examples were : 1. On page 45 it states : The CIP is intended to enable the bank to form a reasonable belief that it knows the true identity of each customer.. With our enhanced security questions, new passwords, new pin numbers, and now 2 Step verification, we asked how could that not be reasonable belief we were a true customer? Furthermore, how could USAA possibly use, much less verify our identity as a customer based on estimated answers to questions like net worth, other sources of income etc.? \n2. As pointed out above, we have been member/customers of USAA for over 27 years with multiple accounts, services and children account holders. on page 46 of the Manual, it states that the Customer Identification Program rule applies to a customer. In the same paragraph it states : The definition of a customer also does not include an existing customer as long as the bank has a reasonable belief that it knows the customers true identity. In footnote 44 it goes on to explain : The bank may demonstrate that it knows an existing customers true identity by showing that before the issuance of the final CIP rule, it had comparable procedures in place to verify the identity of persons who had accounts with the ban as of XX/XX/XXXX. \n\nBy this definition, since my wife and I have been customers since XXXX and because USAA obviously accepted our verification / security questions for 6 years prior to XX/XX/XXXX, there is no reason that they can claim they need to know our net worth or other sources of income for the purpose of reasonable belief that we are customers. \n\n3. On Page 50 of the manual it addresses Adequate Customer Notice. It is interesting to note that the whole discussion and questions are connected to opening an account. My wife was was not opening a new account. This new account language is reinforced on page 47 of the manual with the addition of direct examples of appropriate identifying information. \n\nAll of those listed we have always been willing and have complied in sharing for security verification. BUT what is NOT found in this list on page 47 are the questions in the exhibit provided threatening blocked access of personal accounts if not answered.\n\n4. I also asked if based on required CIP record retention policy ( page 54 ) if there was an indication that my wife had been flagged as high risk. \n\n\nAt this point XXXX at the MOET department stated that he would need to refer us to his manager XXXX for these answers and in regards that these questions be waived for us in view of of all the above and our clear success in answering all identifying and security questions. XXXX went on to say that he & USAA took our complaint very seriously and we would hear back by the end of the day. I replied that we would be glad to wait until XXXX XXXX  before filing a complaint with the CFPB as a last resort for customer advocacy for privacy rights and intrusive questions outside the direction of the Bank Secrecy Act. \n\n\nAt approximately XXXX after NOT receiving the promised call from manager XXXX XXXX an attempt XXXX more time to reach resolution, we talked with XXXX XXXX the MOET group. XXXX reported that unfortunately her manager XXXX had left work for the day and we would not be able to talk to her until the next day XX/XX/XXXX. We voiced our dissatisfaction with this customer service failure and she then connected us to XXXX in the Executive Resolutions Team. XXXX carefully listened as we reviewed all the conversation above and the unanswered questions especially regarding the incongruity with the Bank Secrecy Act Examination Manual. Interestingly, XXXX response was that USAA is very conservative and always complies with federal regulations and that under the Patriot Act we are required to answer these questions regarding net worth, sources of income and other non identifying based questions. Even more surprising, XXXX stated to us, that USAA will be asking every member these same questions. \n\nAssuming that XXXX was correct in this assertion and if found to be true that these questions are at odds with Federal examination rules, it would seem to imply that all USAA members could potentially be considered included in a a class action response. \n\nAt the point we asked XXXX if Senior Leadership would be concerned about a 27 year member who feels that privacy is being violated by questions not required by the Patriot Act he replied yes and offered to connect us to the CEO Member Relations Team, which we did. So at the close of the day after multiple attempts to resolve this issue, we spoke with XXXX on this team. XXXX was very courteous and listened carefully promising to forward our concerns to the Member Advocacy Team.  Also, surprising to us like XXXX, XXXX basically said that in regards to our filing a complaint with the CFPB or The Financial Crimes Enforcement Network we have to do what we have to do. \n\n\nCONCLUSION It is obvious, that USAA staff all the way up the chain to the CEOs office know that these questions are being asked and are told that the Patriot Act requires them to do so and that customers must answer them.all this with no staff training on why or how to provide support for this. They also have no responses to the challenge questions we posed from the Bank Secrecy Act /Anti-Laundering Examination Manual provided by the Federal Financial Institutions Examination Council . \n\nWe believe to threaten customers of blocked access to personal private accounts is abusive with these intrusive questions. Further, we have demonstrated that for 27 years we have answered all reasonable security and customer identification questions. Therefore it is inconceivable that USAA had any reason to believe that we were not in fact customers. \n\nWe would request your help in evaluating if these actions by USAA are indeed in violation of the Federal regulations and that it ultimately implies that all USAA members of have been negatively impacted by this action in terms of right of privacy, and potential identity theft related risks. \n\nAs a footnote to this chain of events, as of XXXX XXXX  CST Tuesday XX/XX/XXXX, we never have received the follow up call from MOET manager XXXX as communicated by the CEOs office much less the employees in the MOET. \n\nWe are grateful for your advocacy and counsel on next steps. \n\nXXXX XXXX & XXXX XXXX","date_sent_to_company":"2020-05-12T20:45:15.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"786XX","tags":null,"has_narrative":true,"complaint_id":"3648948","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2020-05-12T20:27:57.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["Further, we <em>have</em> demonstrated that for 27 years we <em>have</em> answered all reasonable <em>security</em> and customer identification questions. Therefore it is inconceivable that <em>USAA</em> had any reason to believe that we were not in fact customers."]},"sort":[18.762184,"3648948"]},{"_index":"complaint-public-v1","_id":"13528415","_score":18.602787,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Letter / Statement for CFPB and USAA To Whom It May Concern, I am a long-time USAA customer who has entrusted the institution with my finances for many years. I am writing to formally report a serious issue that has left me unable to access my own funds for over a month. \n\nAround XX/XX/2025, USAA suddenly restricted my account and informed me of a new policy requiring a state-issued ID or U.S. passport for identity verification. I was not given prior notice of this change, and no accommodation has been offered despite my urgent circumstances. \n\nI currently reside in Hawaii, where appointments for a state ID are severely backlogged, the earliest available appointment is more than two months away. In the meantime, I have provided multiple valid and verifiable forms of identification, including : My military ID ( a government-issued photo ID ), My Social Security card , and My birth certificate. \n\nDespite submitting these documents, and despite the fact that my identity was verified years ago when I opened the account, my access to funds remains blocked. USAA has no physical branches in Hawaii, so I can not verify my identity in person. \n\nOver the past month, my family and I have made multiple phone calls to USAA. Initially, we received no clear answers, only vague responses with no action. Later calls provided no real assistance, and I was repeatedly told that no exceptions can be made, even after I explained that I am unable to pay my rent, bills, or basic living expenses as a result. \n\nWhat makes this even more disheartening is our deep-rooted history with USAA. My father is a XXXX XXXX  XXXX veteran who proudly served over 20 years in the U.S. military. My parents and grandparents have also been loyal USAA members, making our familys total relationship with your institution over 40 years long. Never in that time have we experienced such poor treatment, lack of empathy, or absence of basic customer support. \n\nI am not trying to open a new account. I am trying to access my existing, verified account that has always been in good standing. The sudden enforcement of this new policy, with no grace period, accommodation, or respect for customer hardship, is causing real financial harm and emotional stress. \n\nI respectfully request the following : A temporary hardship exception or alternative verification process so I can access my funds. \n\nA clear explanation of why my previously accepted forms of identification are no longer sufficient. \n\nImmediate escalation to USAAs executive resolution or hardship assistance team. \n\nI am willing to comply with the updated policy once I am able to obtain the required ID. However, I simply can not wait two more months to access the funds I depend on to live. I am pleading with USAA to uphold the values it claims to honor loyalty, service, and support for military families, and help me through this situation. \n\nDue to the severity of this experience, and the lack of compassion and resolution shown throughout this process, my parents, grandparents, and I are now seriously considering moving all of our accounts to a new financial institution. After more than 40 years of loyal membership, this is not a decision we take lightly, but we feel that USAA has failed to honor its commitment to the people it was created to serve.","date_sent_to_company":"2025-05-15T21:26:03.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"96706","tags":"Servicemember","has_narrative":true,"complaint_id":"13528415","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-05-15T20:56:54.000Z","state":"HI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["In the meantime, I <em>have</em> provided multiple valid and verifiable forms of identification, including : My military ID ( a government-<em>issued</em> photo ID ), My Social <em>Security</em> card , and My birth certificate. \n\nDespite submitting these documents, and despite the fact that my identity was verified years ago when I opened the account, my access to funds remains blocked. <em>USAA</em> has no physical branches in Hawaii, so I can not verify my identity in person."]},"sort":[18.602787,"13528415"]},{"_index":"complaint-public-v1","_id":"3015205","_score":18.20372,"_source":{"product":"Checking or savings account","complaint_what_happened":"It's been weeks now trying to get this whole fraudulent activity problem settled only for USAA to come back and tell me I'm responsible and to basically find another bank after 8+years of service. I've lost my money. 3 bank accounts. Money from my savings. And I have been evicted due to the issues caused because of all of this activity. All this and I still don't even know what's going on with my account since I haven't been able to access the account since XXXX. I feel as though this problem was handled very poorly and due to the \" rules '' on fraudulent activity I'm at fault. What the point of asking for a police report it having me go through the multiple steps and representatives just to tell me that a decision was made without needing to look at those factors? I just don't get how the bank does something like this. You and your money is insured. I'm not. The bank is supposed to be my security against things like this and they're throwing me to the wolves. I'm now 1000s of dollars in debt with no way to pay my bills or get anything done. If just like to extend a very big thank you to USAA for helping make this experience the worse I've ever experienced in my life. I would suggest as a consumer that you go elsewhere because if anything funky happens with your account, they'll allow the scammer to do whatever suspicious activity and hold you accountable for not catching it.","date_sent_to_company":"2018-09-10T20:31:42.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"32792","tags":"Servicemember","has_narrative":true,"complaint_id":"3015205","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2018-09-10T20:13:39.000Z","state":"FL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["It's been weeks now trying to get this whole fraudulent activity problem settled only for <em>USAA</em> to come back and tell me I'm responsible and to basically find another bank after 8+years of service. I've lost my money. 3 bank accounts. Money from my savings. And I <em>have</em> been evicted due to the <em>issues</em> caused because of all of this activity. All this and I still don't even know what's going on with my account since I haven't been able to access the account since XXXX."]},"sort":[18.20372,"3015205"]},{"_index":"complaint-public-v1","_id":"14957513","_score":17.921844,"_source":{"product":"Checking or savings account","complaint_what_happened":"Below is the documentation of a successful scam attempt by an individual impersonating USAA, and the subsequent mishandling of the case by USAA. \n\nOn XX/XX/XXXX at XXXX XXXX  I received a text from USAA, identifying itself as USAA Alerts, claiming that suspicious activity had occurred on my debit card and I was to reply with a \" Yes '' or \" No '' to authorize or unauthorize. I replied \" N '' immediately, and was prompted with a text saying I will receive a call from automated services. I will attach photos of these texts. \n\nAt XXXX XXXX, I received the expected call. The individual identified themselves as a USAA representative from the fraud and security department and explained that my debit card ending in xxxx ( they had my information already ), had been used for multiple fraudulent charges and we will need to cancel it to secure the account. They explained that the card was compromised along with my XXXX account, as the card had been added to XXXX XXXX and XXXX XXXX. To rectify this, we established that the card would be cancelled and he would initiate sending a new card to my address, which he also read off to me. This whole process took about an hour, in which I asked many clarifying questions and not a single red flag was raised. During this time, he asked me to verify my account by providing a one time pin that was sent to me, by the actual USAA number during this process, as well as providing my logon pin. This is the exact same process that occurs when I verify my identity when I talk to the real USAA. Other than these two identifiers, I did NOT provide any personal information. This individual had already compromised all the other personal and financial data needed to flawlessly interpret the USAA fraud department.\n\nThe last 30 minutes of the call the individual walked me through adding my now cancelled debit card to XXXX XXXX and XXXX, the two attempted transfers according to him. He ensured me that because my card was cancelled, this would just be to ensure that XXXX and XXXX would not allow any further transfers on this card and this would secure my card. We did so, and every transaction was declined as expected and the individual was satisfied with the results. He explained that we would need to follow up again on Monday to transfer my funds into a new checking account to be sure none of my checking account information was compromised. Before we hung up, he advised me to change all my passwords and pins, update my XXXX Account, and monitor for any activity on my account over the weekend, which I did vigilantly. Throughout this entire process, the individual did not make a single mistake when guiding me effortlessly through the USAA interface to allow me to do these things. This individual clearly had access to my account and information, and was looking at the dashboard himself to guide my hand. \n\nOn Monday, XX/XX/XXXX at XXXX XXXX, as scheduled, The same representative handling my \" case '' called me again to follow up. He explained that USAA will be setting up a new checking account for me and we will need to transfer funds. This is when the funds actually went through. He told me that my account would be locked for an hour but then he would call back with my updated checking information. Still, no red flags had been raised, as this is the level of involvement from USAA security that I had expected. Ultimately, about {$9000.00} in funds were transferred - the entirety of my checking account. \n\nOn Monday at XXXX XXXX  I called USAA to get an update as I had not heard anything back yet. To my utter shock, the security department informed me that there has not been any fraudulent activity on my account at all and the individual I was speaking to was not from USAA. I immediately explained the situation and was assured by the security department on Monday XX/XX/XXXX, that at the very least, the XXXX and XXXX XXXX fraudulent charges would be refunded and the wire would be the more difficult one to achieve. She also explained that this exact scam has become exceedingly common amongst the members and explained ways to avoid in the future, which were besides the point. \n\nStill, I am shocked that the actual USAA did not detect any of the actual suspicious activity that was occurring, especially given their frequency. I was able to add my account to XXXX Pay and XXXX, neither of which I have EVER used before, and transfer over {$5000.00}. Additionally, I was able to send an ACH wire transfer, which I have never used before, without any flagging or locking from the actual USAA security systems. The initial contact with declined payments occurred 3 days before any funds were actually transferred. This was ample time for USAA to detect, lock my account, and contact me about the real suspicious activity. \n\nCome Monday, XX/XX/XXXX, after having called multiple times a day every day since the XXXX, I received a notification from USAA that my XXXX XXXX case had received a resolution. The letter stated that there was no error and I will not receive a refund because : For this transaction, the service provider is responsible solely for the transfer of the funds. Since the funds were sent in exchange for goods and/or services to be provided by the recipient, and the funds were successfully moved, the dispute will need to be settled with the recipient directly. \n\nThis reason is completely irrelevant to the details of my case and is entirely dismissive of the traumatic event that I have experienced due to this companys inability to protect its members from an unsettlingly frequent scam that has been occurring for years. The response is clearly automatically generated and provides no indication that the information and letters I provided on the case were even looked at. \n\nIt is now Tuesday, XX/XX/XXXX and I have received no direct personal communication from any USAA official regarding this case. I have called multiple times a day since the event transpired, explaining my situation to a new representative every time, and they assure me that everything is being done and they have no capability to escalate this. \n\nAfter doing further research in regards to this exact scenario, I have found a troubling pattern of this scam and a concerning trend for how USAA handles these cases. \n\nThese scams are not the fault of the members. These criminals follow a scam pattern that USAA is intimately familiar with and whose systems should be designed to detect and lock a members account when these patterns arise until the member is made aware and resolves the issue personally. In addition, the pattern of these large, fraudulent transactions is completely out of normal for my account usage patterns. For transactions of this volume to occur within such a short period of time should have triggered escalated fraud protection such as a hard account lock, or even a short lock period of 2 hours, and would have prevented this entirely. For USAA to be unable to eliminate this threat through simple measures that are commonplace in other financial institutions and that USAA has implemented in the past, while being fully aware of this particular scam for nearly 3 years, is a frustrating realization for a member of 25 years. \n\nFurthermore, notifications to USAA members about fishing scams are general in nature and are NOT specific to this very specific, targeted scam, on USAA members. Given the prevalence of this issue, as informed by XXXX XXXX XXXX XXXX, USAA management should prioritize communication with its members to protect them. \nAdditionally, USAA corporate officers have publicly stated in reports, news outlets, and elsewhere, their knowledge of this particular scam and that members impacted by it would be assigned an account takeover team and USAA would do everything possible to restore members funds. The handling of this case along with the resolution provided on XX/XX/year> explicitly violates this promise. \n\nMy wife and I are graduate students working to pay for our degrees and never seeing this money again will have repercussions that I would rather not think about. I have expressed the severity of this attack on multiple occasions, explaining that in a few days we will no longer be able to pay our rent or our bills. We feel abandoned by the institution that I have banked with for 25 years.","date_sent_to_company":"2025-07-29T14:37:15.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"241XX","tags":null,"has_narrative":true,"complaint_id":"14957513","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-07-29T13:29:42.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Funds not handled or disbursed as instructed"},"highlight":{"complaint_what_happened":["Still, I am shocked that the actual <em>USAA</em> did not detect any of the actual suspicious activity that was occurring, especially given their frequency. I was able to add my account to XXXX Pay and XXXX, neither of which I <em>have</em> EVER used before, and transfer over {$5000.00}. Additionally, I was able to send an ACH wire transfer, which I <em>have</em> never used before, without any flagging or locking from the actual <em>USAA</em> <em>security</em> systems."]},"sort":[17.921844,"14957513"]},{"_index":"complaint-public-v1","_id":"20324424","_score":16.671513,"_source":{"product":"Credit card","complaint_what_happened":"CFPB Complaint Ongoing Credit Card XXXX and Accessibility Failures ( USAA ) I am submitting this complaint regarding my credit card account with USAA due to ongoing unauthorized charges and repeated failures to resolve the issue, along with serious concerns regarding inaccessible customer service. \nMy credit card has been compromised multiple times. I have reported fraudulent charges and have been issued several replacement cards with new card numbers. Despite these efforts, unauthorized transactions continue to occur. This indicates that the underlying source of the fraud has not been properly identified or resolved. \nIn addition to the ongoing fraud, I have experienced consistent and severe communication barriers when attempting to contact customer service. During nearly every call, I have been disconnected or hung up on before my issue could be resolved. This has made it extremely difficult to address an urgent financial security matter. \nI am a XXXX individual and require accessible communication. I was instructed by XXXX  to add Video Relay Service ( XXXX ) as an accommodation on my account. However, this accommodation has not been effective, and I continue to experience disconnections and failed communication attempts. Requiring a specific accommodation that does not work for me, while failing to provide effective alternatives, has significantly limited my access to services. \nMy concerns include : Repeated unauthorized charges despite multiple card replacements to credit card and debit card for a long time Failure to identify and stop the source of ongoing fraud Nearly every customer service interaction resulting in disconnection or being hung up on Being directed to use an accommodation ( Video Relay Service ) that is ineffective for my needs. \nLack of meaningful, accessible communication options as a Deafblind customer Under the Fair Credit Billing Act, I am entitled to protection from unauthorized charges and a proper investigation. Additionally, financial institutions are required to provide reasonable and effective communication accommodations. \nI am requesting the following actions : A comprehensive investigation into the source of the repeated fraud Immediate and effective measures to secure my account and prevent further unauthorized transactions Removal of all fraudulent charges and confirmation that I will not be held liable Written documentation clearly explaining the investigation findings and resolution Provision of effective, accessible communication methods that meet my needs as a Deafblind individual ( not limited to ineffective options ) A review of customer service practices, particularly the repeated disconnections during calls This situation has caused ongoing financial risk and significant stress. I am requesting urgent intervention to ensure both the security of my account and equal access to customer service.","date_sent_to_company":"2026-03-17T07:27:30.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"852XX","tags":null,"has_narrative":true,"complaint_id":"20324424","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2026-03-17T06:50:53.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Card was charged for something you did not purchase with the card"},"highlight":{"complaint_what_happened":["CFPB Complaint Ongoing Credit Card XXXX and Accessibility Failures ( <em>USAA</em> ) I am submitting this complaint regarding my credit card account with <em>USAA</em> due to ongoing unauthorized charges and repeated failures to resolve the <em>issue</em>, along with serious concerns regarding inaccessible customer service. \nMy credit card has been compromised multiple times. I <em>have</em> reported fraudulent charges and <em>have</em> been <em>issued</em> several replacement cards with new card numbers."]},"sort":[16.671513,"20324424"]},{"_index":"complaint-public-v1","_id":"10270559","_score":14.776977,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"This complaint is being submitted on behalf of XXXX XXXX XXXX XXXX Party/Victim. This complaint is to bring to your attention severe criminal actions involving their XXXX XXXX XXXX, XXXX XXXX. These actions have been perpetrated without the Secured Party/Trust 's knowledge or consent, resulting in significant and severe financial harm. The extent of this harm is a matter of grave concern. Below are the violations, categorized by their legal implications : Violations Involving Identity Theft and Social Security Fraud : Aggravated Identity Theft : - Social Security Number ( SSN ) has been unlawfully accessed and misused for unauthorized commercial purposes, including accessing the Secured Party/Trust Social Security account . These actions constitute a violation of 18 U.S. Code 1028A ( Aggravated Identity Theft ) Social Security Fraud : The unauthorized use of the Secured Party/Trust SSN without the Secured Party/Trust consent for purposes beyond employee earning reporting and tax purposes has caused significant financial harm. This is also a breach of the Fair Debt Collection Practices Act ( 15 U.S. Code 1692 ). Unauthorized Financial Activities and Fraudulent Records : Fraud and Falsification of Financial Records : USAA XXXX XXXX XXXX  has falsified financial records, including misleading reports and possible involvement in tax fraud and securities fraud. These actions are violations under 18 U.S. Code 1341 ( Mail Fraud ) -18 U.S. Code 1343 ( Wire Fraud ) -31 U.S. Code 3729 ( a ) ( 1 ) ( False Claims Act ). Failure to Reflect Debt Discharge : Despite receiving an IRS-issued Cancellation of Debt notice for {$60000.00}, XXXX XXXX XXXX XXXX # ending in XXXX, AMEX CREDIT CARD ending XXXX, and insurance fraud against policy number policy XXXX XXXX, USAA Claim number : XXXX # XXXX & Claim number : XXXX # XXXX, this discharge has not been reflected in USAA XXXX XXXX XXXX financial records. This failure indicates fraudulent accounting practices, violating XXXX. XXXX, XXXX. Based on the available information, USAA XXXX XXXX XXXX, along with XXXX XXXX XXXX, may be involved in additional criminal activities, including but not limited to Securities Fraud, Embezzlement, Grand Theft Larceny, Collusion with the Federal Reserve Bank ( FRB ) and Private Trust accounts, XXXX XXXX XXXX XXXXXXXX XXXX, in violation of 18 U.S. Code 1589 and 18 U.S. Code 1593A. Threat of Harassment and Extortion : the Secured Party/Trust experienced continuous harassment from USAA XXXX XXXX XXXX XXXX which I believe is an attempt at criminal extortion. If further harassment occurs, the complainant will treat it as violating 18 U.S. Code 875 ( d ). Legal Precedents and Case The Fifth Circuit ruling in XXXX XXXX XXXX. XXXX, XXXX XXXX. XXXX ( XX/XX/XXXX ), supports my claim that unauthorized use of personal information resulting in false reporting to credit agencies constitutes defamation and negligence. The following statutes also apply : XXXX15 U.S. Code 1692, 18 U.S. Code 4, 18 U.S. Code 876, 18 U.S. Code 1341, 18 U.S. Code 1346, 31 U.S. Code 3729 ( a ) ( 1 ). The Secured Party/Trust FTC investigate these severe criminal actions and take appropriate legal measures against USAA XXXX XXXX XXXX and XXXXXXXX XXXX XXXXXXXX XXXX These entities have violated numerous federal laws, and their continued illegal activities seriously risk the Secured Party/Trust 's financial and legal well-being. XXXX XXXX XXXX was informed that if the funds are not applied to the account and the transaction history is not provided as required, a case would be opened with the IRS Criminal Investigation Department, the U.S. Treasury, and the Secret Service, FDIC, and OCC to investigate suspicious activity and locate the whereabouts of Secured Party/Trust funds.\n\nFurthermore, false and misleading reports to the credit reporting agencies constitutes a violation of the FCRA Responsibilities of furnishers of information to consumer reporting agencies under 15 U.S. Code 1681s2 ( B ) ( i ) and ( ii ) Reporting information after notice and confirmation of errors. Any more harassment from USAA. will be considered criminal extortion in accordance with 18 U.S. Code 875 ( d ) Extortion. \nAs a matter of law, authors and owners of copyright immediately possess the exclusive rights to reproduce, distribute, perform, and display copyrighted works and to prepare derivative works based on them. The Computer Software Copyright Act of XXXX amended the Copyright Act of XXXX to include computer programs. \nYou did not heed my suggestion to locate and apply the funds to the accounts and restore the accounts to Good Standing. Therefore, your cooperation with the impending investigation is expected. \nGovern yourself accordingly. \n\nI come in peace, Truth, and honor. My word is my bond. All Rights Reserved / Without Prejudice ; UCC 1-308 By : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX CC and evidence proving funds were received sent to : To : U.S. Securities and Exchange Commission Office of Investor Education and Advocacy XXXX XXXX XXXX XXXX XXXX \nXXXX XXXX XXXX XXXXXXXX XXXX XXXX # XXXX To : Consumer Response Center Federal Trade Commission XXXX XXXX XXXX XXXXXXXX XXXX XXXX # XXXX To : IRS - Criminal Investigation Division XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX # XXXX To : U.S. SECRET SERVICE Office of Government and Public Affairs Financial Crimes Task Force XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX # XXXX To : FEDERAL BUREAU OF INVESTIGATION ( FBI ) XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX # XXXX To : United States Department of Justice XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX","date_sent_to_company":"2024-09-27T01:52:38.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"30291","tags":"Servicemember","has_narrative":true,"complaint_id":"10270559","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2024-09-27T01:21:45.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Reporting company used your report improperly"},"highlight":{"complaint_what_happened":["Failure to Reflect Debt Discharge : Despite receiving an IRS-<em>issued</em> Cancellation of Debt notice for {$60000.00}, XXXX XXXX XXXX XXXX # ending in XXXX, AMEX CREDIT CARD ending XXXX, and insurance fraud against policy number policy XXXX XXXX, <em>USAA</em> Claim number : XXXX # XXXX & Claim number : XXXX # XXXX, this discharge has not been reflected in <em>USAA</em> XXXX XXXX XXXX financial records. This failure indicates fraudulent accounting practices, violating XXXX. XXXX, XXXX."]},"sort":[14.776977,"10270559"]},{"_index":"complaint-public-v1","_id":"6089556","_score":14.4564905,"_source":{"product":"Checking or savings account","complaint_what_happened":"We were scammed as we attempted to obtain a loan. We currently back with USAA. \n\nFirst contact was XX/XX/XXXX to our daughter ( who is not named account-holder but has an account under ours ) demanding repayment. My husband called the bank & told them what happened. He was told they would investigate the fraud, would take 3 business days, but we were probably fine. \n\nWhen I got paid on XX/XX/XXXX, I could not access the account. When my husband called, he was told the account was frozen because it was overdrawn by {$1000.00}. He exp that was not what he was initially told. They said that's all they knew. My husband called back later that day, that person asked many questions, told us the checks deposited were from CA child support agency ( we know no one in CA, have never lived in CA, don't receive child support from anywhere ) & person doing it was from Florida. He said the account had been improperly investigated & it would be 3 more days before it would be done, but he'd try to ask for it to be done faster, since our account had been frozen for 4 days. \n\nAfter hearing from no one, he called back Friday. We were told that because the money was moved from one account to another before it was withdrawn - accounts that we own- they were holding us responsible. They said had they money not been moved, we wouldn't have had to pay. There is more than {$1000.00} currently in the account, but that could not be used to pay it, it has to be an outside source. Until this is satisfied, the account will remain inaccessible. NSF fees will continue to accrue. \n\nWe were never notified our account was frozen. We only found out because I couldn't access my deposit. We never received any written notice afterward. The only money in the account in from my Social Security Disability payments, so it is all government money they are refusing access to. We've been given conflicting reasons & explanations every time we've spoken with them. We haven't received anything in writing saying we are responsible for this money. \n\nThey chose to cancel my husband 's debit card & reissue it, which he received on XX/XX/XXXX or XX/XX/XXXX. He was never told of this. His was the only card they canceled, not mine nor my daughter 's ( she largely doesn't use her account anymore ). That is the actions taken when one has been hacked or scammed ; we know, because we've been hacked/scammed somewhere between 10-15 times in the last 3-4 years, only 2 of which USAA actually caught, but after the fact. \n\nThe only time USAA initiated contact was the initial collection attempt, when they called my daughter. We have driven the entire thing. To speak with someone on Friday, my husband was on the phone for an hour and a half before he reached anyone. When he tried to speak with them again, he was on hold for nearly an hour & was disconnected. \n\nWhen USAA told us we were responsible for this money, they said it was because the money was moved from one account to another, and that otherwise, we would not have been. That seems disingenuous. These accounts all belong to us, under our name as the named account-holders. We did not know the money was not going to our main account. When the scammers asked us if they could put it in a particular account, we, like many, did not know if the account number they gave was our main one or not ( we have 4-5, including our daugher 's, under our account. Money was subsequently placed in another account ( that turned out to be our daughter 's ) that we did not give permission for it to go into. \n\nWe have since learned that this scam is a \" money mule '' situation. We do not have good credit & we're desperate to obtain a loan because our refrigerator went out 2 months ago. We need to replace it & haven't been able to find a loan that wasn't usary. In hindsight, we should have realized this was too good to be true, but we are in sure a dire situation, we just didn't take the care we should've. It was sent under the letterhead of XXXX XXXX, so we felt it should be legitimate. \n\nIn withdrawing the money to send scammers, we learned the accounts the money was in was not tied to our debit card. We had to put the money in our main account to be able to access to money to send back to the scammers. That single action is why USAA does not consider this a scamming situation, but one for which we are responsible. \n\nWe've attempted to speak to a supervisor. We were told on Friday to expect a call in 2-3 business days. Meanwhile, today makes Day 8 of our account being frozen. \n\nI tried reaching out over social media, since that can elicit a quicker response. I was assured we get one. Because we'd had so much trouble, they told me they'd escalated ti to their highest level. 12 hours later, we hadn't heard from anyone. The people who handle this area work from XXXX, so anyone who works has a difficult time reaching them, especially given the hour and half wait times and disconnects we experienced. \n\nWe were the unwitting victims of a scam. We would have never willingly participated in anything like this. Yet instead of being helped, we are being treated like criminals. We would have had no money at all if my husband had not already changed his money to go into another account we had, because we'd become tired of the hacking and customer service issues we'd had. This confirms that his decision was correct. Our daughter stopped using her account about a year ago after seeing all the problems we dealt with. She begged us to stop using USAA too. I wish we had listened, but we'd been with them for 15 years or more & kept hoping things would get better. \n\nAnd as were are in the midst of dealing with all of this, on XX/XX/XXXX, my daughter got a call from someone saying they were from USAA, aggressively demanding payment. She felt weird about the call, took down the number, and ended the call. She looked up the number and found it was *not* USAA. In telling us what they said, they knew details of the event that only USAA and we know, some of which we didn't know until we were told by USAA after the fact on XX/XX/XXXX. \n\nConcerned that this was an attempt to continue the fraud - because we couldn't figure out how anyone would know the details, as we had told no one, not even our daughter, because frankly, we're so embarrassed about what happened - we relayed this information to USAA. They initially blew us off. We pressed the issue, but still were met with disinterest and no concern. To us, it's yet another thing that proves we were not a party to this and shouldn't be treated as the criminal here. \n\nOur daughter has had to change all her info at her new bank as a result of this. We feel if USAA had taken any of this more seriously, it wouldn't have happened. \n\nWe are now left with {$2300.00} of Social Security benefits we can't access. a daughter who had to change all her banking info, a bank who purports to be here for and to help military families who has left us out on our own, a {$1000.00} debt we can not pay, still no refrigerator, embarrassment this even happened, and anger & frustration that we've been punished for the simple act moving money from one account we own to another, a thing we and millions of other Americans do every single day. \n\nWe ask you to please help us resolve this issue so that we can access our money and move on from the horrible experience. \n\nWe have the email we were sent from the scammers but we unable to upload it.","date_sent_to_company":"2022-10-16T01:22:13.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"35803","tags":"Servicemember","has_narrative":true,"complaint_id":"6089556","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2022-10-16T00:13:29.000Z","state":"AL","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["We feel if <em>USAA</em> had taken any of this more seriously, it wouldn't <em>have</em> happened."]},"sort":[14.4564905,"6089556"]},{"_index":"complaint-public-v1","_id":"10533511","_score":4.414771,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"In the matter at hand, the Consumer ( 'Complainant ' ) alleges that Equifax Information Services LLC XXXX Equifax XXXX and XXXX have violated the Fair Credit Reporting Act ( FCRA ) in relation to student loan accounts purportedly owed to the XXXX XXXX XXXX XXXXComplainant is a natural person and a person and consumer as defined by the Fair Credit Reporting Act ( FCRA ) at 15 U.S.C. 1681a ( b ) and ( c ). Complainant has at least one XXXX as defined under 42 U.S.C. 12102 ( the Americans with XXXX Act, ADA ) for all times material hereto. Complainant has experienced several accounts and tradelines being reported with adverse, inaccurate, and misleading information in the files that Equifax maintains and disseminates. Between XX/XX/XXXX and XX/XX/XXXX, XXXX repeatedly submitted disputes to have the erroneous information removed. The continued failure to remove inaccurate and misleading information from Equifax 's files has caused repeated and compounding harm to Complainant 's financial stability, housing security, and employment prospects.\n\nIn several instances, Equifax has failed to detect and block facially inaccurate information from appearing in the files it maintains and reports regarding Complainant.\n\nComplainant has continuously disputed adverse information for each tradeline containing false, inaccurate, misleading, or incomplete data.\n\nEquifax, in response, has repeatedly failed to conduct thorough reinvestigations, with some concluding in less than twenty-four ( 24 ) hours after Complainants submissions. In one of the most serious instances, Complainant supplied Equifax with 10 responses from the data furnisher, where the furnisher initially insisted they were reporting correctly, but later provided contradictory explanations as to why they were not. The furnisher eventually admitted they had not been reporting correctly, claiming the errors were fixed. However, the furnisher later acknowledged that they had not fixed the errors but were in the process of correcting them. Despite this, the errors were never resolved, and Equifax repeatedly ignored the documentation provided by Complainant, allowing the inaccuracies to persist in its records for XXXX ( XXXX ) years. Equifax has still failed to resolve all of the issues with those accounts/tradelines. \nThe Matter Herein : On or around XXXX XX/XX/XXXX, Complainant checked the information Equifax maintains regarding his creditworthiness and found that three ( 3 ) accounts ending 1AAA and 1BAA were inaccurately reporting past-due amounts and account statuses that conflicted with the on-timepayment histories displayed for each account. These inaccurate and misleading credit reports have exacerbated Complainants disability-related conditions, increasing the emotional and physical toll of the situation. This has further contributed to financial instability, heightened stress, an overall deterioration in Complainants well-being, and has thwarted efforts to obtain stable housing. Complainant alleges that Equifax is actively maintaining and disseminating facially inaccurate information regarding accounts ending 1AAA and 1BAA in files pertaining to Complainant. Specifically, these accounts report past-due amounts equivalent to two missed payments ( amounts of {$690.00}, {$150.00}, and {$290.00} ) despite the payment history reflecting on-time payments for the months of XXXX and XX/XX/XXXX. \nImportantly, the purported Date of First Delinquency ( DoFD ) of XXXX XX/XX/XXXX is not only inaccurate but also impossible. As of XX/XX/XXXX, less than XXXX months have passed since the XXXX, meaning it can not be accurate to state that payments are past due. \nThis contradiction raises serious questions about the validity of the reporting by XXXX and Equifax and highlights the misleading nature of the information being disseminated. Per the CFPB Advisory Opinion on Facially False Data ( 87 FR 64690 ), \" a consumer reporting agencys policies and procedures should be sufficient to detect tradelines with account statuses or codes that are plainly inconsistent with other information reported for that same account, such that, if included in a consumer report, at least one item of information therein would necessarily be inaccurate. '' Courts have made this explicit ( Cortez v. Trans Union , LLC, 617 F.3d 688, 711 n.25 ( 3d Cir. 2010 ) ), noting that when a furnisher provide [ s ] a [ CRA ] with information about a consumer that the agency knows or has reasonable cause to believe is inaccurate or misleading, it is incumbent on the [ CRA ] to permanently delete and cloak the erroneous information.\n\nIncomplete or inaccurate reporting \" encompass [ es ] not only false information, but also correct information that nevertheless create [ s ] a materially misleading impression '' ( Twumasi-Ankrah v. Checkr , Inc. , 954 F.3d 938, 943 ( 6th Cir. 2020 ), quoting Boggio v. USAA Fed. Sav. Bank, 696 F.3d 611, 617 ( 6th Cir. 2012 ) ). As the XXXX XXXX explained in XXXX, \" a credit report is inaccurate under 1681e ( b ) and 1681i ( a ) if it omits accurate information that could reasonably be expected to adversely affect a consumers creditworthiness '' ( Chaitoff, F.4th 810 ( 7th Cir. 2023 ) ). This explanation is echoed by the Sixth Circuit in Twumasi, where the court, quoting Dalton, defined materially misleading information as \" information that [ is ] misleading in such a way and to such an extent that it [ could have been ] expected to have an adverse effect [ on the consumer ] '' ( Dalton, 257 F.3d at 415, as articulated in Twumasi-Ankrah , 954 F.3d at 942 ). In Safeco Ins. Co. of Am. v. Burr, 551 U.S. 47 ( 2007 ), the U.S. Supreme Court established that willful noncompliance with the FCRA includes not only violations committed knowingly but also those committed with reckless disregard for statutory duties. As per the CFPB Advisory Opinion, Fair Credit Reporting ; Facially False Data, 87 Fed. Reg. 64689, 64689-64693 ( Oct. 26, 2022 ), credit reporting agencies must implement internal controls to prevent the inclusion of facially false data, including logically inconsistent information. In general logically inconsistent data includes but is not limited to account statuses or codes that are plainly inconsistent with other information reported for that same account, such that, if included in a consumer report, at least one item of information therein would necessarily be inaccurate. ( 87 Fed.\n\nReg. 64690 ). According to the CFPB advisory opinion, [ A ] violation is willful when it is inconsistent with authoritative guidance from a relevant agency [ such as the CFPB and FTC ]. 87 Fed. Reg. 64691. Plainly, the CFPB expects CRAs to implement internal controls to prevent the inclusion of facially false data, including logically inconsistent information [. ] ( 87 Fed. Reg. 64689 ) ( emphasis added ). Further, logically inconsistent data includes but is not limited to a [ D ] ate of First Delinquency reported for an account whose records reflect no delinquency, such as through activity reflecting a current account ( [ a ] complete history of timely payments [. ] ) ( 87 Fed. Reg. 64691 ). \nXXXX failure to do so constitutes a clear violation of these standards. The CFPB expects CRAs to have controls in place that detect and prevent the inclusion of account statuses and codes that create inconsistencies in tradeline reporting ( XXXX Fed. XXXX. XXXX ). In this case, Equifax failed to meet the requirements of XXXX XXXX. \nXXXX ( b ) because a tradeline reporting on-time payments, while simultaneously listing the status as Not more than XXXX payments past due, is facially inconsistent and materially misleading. \nFurther, Equifax failed in another critical way under 1681e ( b ) when its systems did not detect the inconsistency between the Date of First Delinquency ( DoFD ) and the account status. As of XXXX XX/XX/XXXX, all accounts ending in 1AAA and 1BAA were reported with a status of Not more than two payments past due, alongside a DoFD of XXXX XX/XX/XXXX. This is also facially inaccurate. \nWhile the status might be technically correct ( i.e., any delinquency within the range of not more than two payments past-due ), the reporting is still misleading because the time between XXXX XX/XX/XXXX and the update date of XXXX XX/XX/XXXX is less than XXXX ( XXXX ) days. Under common reporting standards, the status not more than XXXX payments past-due typically implies a XXXX delinquency. Since XXXX days had not yet passed between XXXX XXXX and XXXX XX/XX/XXXX, this representation of the account 's status is misleading and could cause significant harm to Complainant 's creditworthiness. The CFPB makes clear that a CRA that fails to implement such controls is not using reasonable procedures to assure maximum possible accuracy under [ 15 U.S.C.\n\n1681e ( b ) /Section 607 ( b ) ] of the Fair Credit Reporting Act ( FCRA ). 87 Fed. Reg 64689 ( emphasis added ). Further, courts have held the inclusion of facially false data in the files maintained and disseminated by a CRA may, in certain circumstances, be evidence of unreasonableness in a consumer reporting agencys procedures ( 87 Fed. Reg. 664691, referencing Stewart v. Credit Bureau , Inc., 734 F.2d at 52 ).\n\nFor example, in Stewart v. Credit Bureau Inc., 734 F.2d 47 ( D.C. Cir. 1984 ) the Court explained inaccurate credit reports by themselves can fairly be read as evidencing unreasonable procedures, and in Cortez v. Trans Union LLC, 617 F.3d 688 ( 3d Cir. 2010 ) the Court held a failure to follow reasonable procedures can be inferred from the mere fact of an inaccuracy on a consumers credit report. Within the past few years the XXXX XXXX has addressed the issue writing in Hammoud v. Equifax Info. Servs., 52 F.4th 669, ( 6th Cir. 2022 ) ( A credit reporting agencys reliance on information gathered by outside entities is reasonable so long as the information is [ neither ] obtained from a source that was known to be unreliable [ nor ] inaccurate on its face [ n ] or otherwise inconsistent with the information the [ credit reporting agencies ] already had on file ( Wright, 805 F.3d at 1240 ( citations omitted ) ) ) Hammoud , 52 F.4th 669.\n\nThe reporting for the three ( 3 ) account/tradelines identified ending 1AAA and 1BAA are inaccurate and misleadingin such a way and to such an extent that it [ could have been ] expected to have an adverse effect on [ Complainant ] Twumasi-Ankrah, 954 F.3d at 942 ( emphasis added ).\n\nEquifax can not claim it used reasonable procedures in this instance because its controls clearly failed to detect the inconsistent statuses and codes for accounts ending 1AAA and 1BAA as required by the CFPB ( 87 Fed. Reg. 64689 ). As expressed in Cortez, \" it is incumbent on the consumer reporting agency to permanently **delete and cloak** the [ facially inaccurate or misleading ] information. '' ( Cortez quoting Cousin v. Trans Union Corp., 246 F.3d 359, 368 ( 5th Cir. 2001 ) ) ( emphasis added ) [ 1 ]. Thus, there is no justifiable explanation for XXXX failure to implement proper controls ( policies, procedures, systems ) to prevent facially false information from appearing in the files it maintains and disseminates regarding XXXX. XXXX \" did not intentionally weave an exception into the fabric of the FCRA that would destroy its remedial scheme by allowing a credit reporting agency to escape responsibility for its [ recklessness ] whenever misleading information finds its way into a credit report through the agency of a third party '' ( Cortez v. Trans Union , LLC, 617 F.3d 688, 710 ( 3d Cir. 2010 ) ) ( emphasis added ).\n\nTherefore, any and all accounts ending 1AAA and 1BAA must necessarily be deleted immediately. The erroneous Date of First Delinquency and payment status misrepresents Complainants payment history and has led to an 80-point drop in credit score. This significant decline creates a substantial risk of being unable to secure housing, as potential landlords and credit agencies typically assess credit scores when evaluating rental applications. The adverse impact of this misleading reporting on Complainant 's credit report is substantial and ongoing, heightening the emotional toll and financial instability faced by Complainant.\n\nComplainant remains exceptionally vulnerable to the conduct Equifax, as the inaccurate and misleading reporting has already caused significant harm. The emotional distress associated with these inaccuracies has manifested in increased XXXX  and XXXX, exacerbating Complainants existing medical conditions. When a CRA fails to ensure maximum possible accuracy under 1681e ( b ), ( materially misleading information can be just as damaging to a consumer as if it had come directly from the furnisher. ) ( Twumasi-Ankrah v. Checkr , Inc. , 954 F.3d 938, 943 ( 6th Cir.\n\n2020 ) ), because ( both 1681e and 1681s-2 serve the same purpose : ensuring accuracy in consumer credit reporting. ) ( Saunders v. Branch Banking, 526 F.3d 142, 148 n.3, ( 4th Cir.\n\n2008 ) ). The FCRA permits recovery for humiliation and mental distress, as well as for reputational and creditworthiness injuries, as outlined in Fischl v. General Motors Acceptance Corp., 708 F.2d 143 ( 5th Cir. 1983 ). Moreover, Ricketson v. Experian Info.\n\nSolutions, Inc., 266 F. Supp. 3d 1083 ( W.D. Mich. 2017 ) recognized that emotional distress is a sufficiently concrete injury to support Article III standing in an FCRA claim. Likewise, in Miller v. Dish Network , L.L.C., 326 F. Supp. 3d 51 ( E.D. Va. 2018 ), the court affirmed that emotional distress constitutes an injury in fact under the FCRA, even in light of the Spokeo decision.\n\nAdditionally, the Eleventh Circuit 's ruling in Santos v. Experian Information Solutions , Inc., No. 22-11187 ( 11th Cir. 2023 ), confirmed that statutory damages are recoverable under 15 U.S.C. 1681n ( a ) ( 1 ) ( A ), even in the absence of actual harm, when violations are **willful**. In light of these precedents, Complainant has experienced significant emotional distress and financial instability due to the failure to correct or delete inaccurate information, which constitutes a violation of the statutory obligations under the FCRA. As a result, Complainant is entitled to recover statutory damages, in addition to damages for the emotional and reputational harm caused by these violations.\n\nAt this point, Complainant is simply asking that Equifax delete and cloak the accounts/tradelines associated with the inaccurate information to prevent further harm and restore Complainant 's financial stability and creditworthiness. The continued presence of erroneous data must be rectified promptly.\n\nComplainant has been unable to secure housing due to the adverse impact on their credit report, and the continued presence of inaccurate information threatens further damage to Complainant 's financial stability and creditworthiness. Additionally, this situation has exacerbated Complainants underlying medical conditions, resulting in increased emotional distress. The emotional toll of dealing with these inaccuracies, combined with the financial and logistical hardships caused by the erroneous reporting, is substantial and ongoing.\n\nfootnotes : [ 1 ] Each failure to maintain accurate procedures and correct reported inaccuracies results in a new statutory violation, as implied in the CFPB 's emphasis on continuous obligations under the FCRA to correct errors, thereby ensuring accurate reporting ( see Brief for Consumer Financial Protection Bureau and Federal Trade Commission as Amici Curiae Supporting Plaintiff Appellant, Ingram v. Waypoint Resource Group , LLC, Third Circuit Court of Appeals ( No. 212430 ) ; Sessa v. TransUnion LLC, No. 22-87, CFPB Amicus Brief ( 2d Cir. 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