Credit Card Fraud

[Chieftac2]

I recently checked my credit card statement. There was a charge for 862 dollars to Newark US [removed sensitive data]. I didn’t recognize the charge and had no notice from USAA of a suspicious charge. I disputed the charge and asked why no alert? Generally anything over a hundred bucks in all my accounts generates a text, an email, etc every time, several every day it seems, but a charge of almost a thousand dollars, two thousand miles away, nothing!!! I asked the associate about this, I was told “Chief we don’t have people looking at the charges, it’s done automatically by a program.”
USAA your “Program” failed. I’m not complaining, these criminals are everywhere and seems they are encouraged and not held to account. I’m just telling you other USAA users be careful, don’t think USAA has a handle on this, don’t rely on them to alert you, do your own due diligence and watch your accounts. Good luck.

[LLS3]

I have a card with them as well. I haven't trusted them ever since I opened the card and they failed to honor their promotion they offered by which i opened the card.  When I called they stated it will take a few months for me to see the promotion monies in my account. A few months later I called and was told it was too late, that they wouldn't honor it now.  I use the card now to pay the monthly bill only. That way I can always see that no extra charges are being made on my account as I simply don't trust their card services or their related credit card customer service.

[USAA Social Service]

@LLS3, Sorry to hear of this experience. I have your info here and I am going to have a Bank Specialist review this. Appreciate you reaching out today, thank you. ~Tom

[gorbachi]

@Chieftac2

Not sure what I could add ... but would recommend you check your communication preferences.  While not as quickly as some of my other credit card companies (which are literally instantaneous), I have never failed to get an alert that a charge has been made to my USAA C/C (email and txt).  Check to see if your preferences have been changed.  Forgive me if you know how to do this, but for those who don't ... Go to "Communication Preferences" > "Alerts & Documents" > select "Banking" > select your credit card account.  Your communication preferences will be shown.  Make sure "An individual charge is above specified amount" is turned on and that you have an amount entered in the box (I have mine set to $1).  Select notification priority to "Urgent".  Finally, click on "view settings" to select your notification methods (mine are set to email and txt).  Let me say these instructions are for doing this from a computer (not the mobile app ... which I rarely use).  So, if doing this from the mobile app, instructions may be a little different.

[USAF_Ret]

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@ wrote:

@Chieftac2

Not sure what I could add ... but would recommend you check your communication preferences.  While not as quickly as some of my other credit card companies (which are literally instantaneous), I have never failed to get an alert that a charge has been made to my USAA C/C (email and txt).  Check to see if your preferences have been changed.  Forgive me if you know how to do this, but for those who don't ... Go to "Communication Preferences" > "Alerts & Documents" > select "Banking" > select your credit card account.  Your communication preferences will be shown.  Make sure "An individual charge is above specified amount" is turned on and that you have an amount entered in the box (I have mine set to $1).  Select notification priority to "Urgent".  Finally, click on "view settings" to select your notification methods (mine are set to email and txt).  Let me say these instructions are for doing this from a computer (not the mobile app ... which I rarely use).  So, if doing this from the mobile app, instructions may be a little different.

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The problem isn't necessarily when the actual charge (with $ amt) shows up on a text/website--which by the way can occur a few days later--especially if it's on a weekend. When the card is used--it may also show as a "pending" transaction and not an "actual" charge. May companies do this first to make sure the card is valid before they actually apply an amt to it. Anything like that should be immediately txt'd/emailed to the card holder if the settings are already set up. Never had this issue when USAA used Mastercard as their provider. Had an unauthorized change from Buffalo for some electronic equipment ($2k), an off-shore charge, and issues using my card while overseas (even after giving them my trip itinerary). I finally got tired of dealing with this at USAA and left them in 2016. Fortunately, I haven't run into this issue with my other financial institution--who I've been with for over 38yrs.

[PJ1234]

In 40 years with USAA I've had probably 4 instances of fraud on a credit card; every one of them sailed right through.  Each and every time I had to identify it myself, call USAA, dispute the charge, and have my card canceled and re-issued.

But try to buy a cup of coffee at my regular coffee shop, shop at my regular Walmart, buy gas at the station down the street from my house...about once every other month I get declined.  No text message, no email, no notification on the app.  Every time I have to call or chat and ask why my card is being declined.  Every time it's "did you authorize this charge that we declined?" and every time the answer has been "yes."

This morning I got to hold up the checkout line at the Pentagon coffee shop (where I buy a coffee almost every morning) while they ran my card 4-5 times before I asked them to let me go back to my office and borrow some cash from a co-worker so I could pay for my coffee.  Rather embarassing.  

I do blame USAA...their fraud algorithm has achieved exactly 0% accuracy on my accounts over the entire length of my membership.

[USAA Social Service]

@PJ1234, it is very important for us to hear about your experiences with the fraud detection system and how you feel it is not protecting you. I will be sure to forward this post to the appropriate team to review. It is not fun to read of the difficulties you are having and I know your experience has not been great. Thank you for taking the time to bring this to our attention. ~ Suzy

[USAA Social Service]

@Chieftac2, we are sorry to hear of your experience with our fraud alerts. We will certainly submit this to be reviewed. We appreciate you letting us know.