I have been a USAA member for the past 30 years and will be moving my banking and insurance to other companies due to your poor fraud protection. If you do a google search on USAA and fraud you will see that I am one of many who are leaving USAA due to poor customer service and fraud resolution.
On June 7 my computer was hacked via a public wi-fi and someone was able to go into my USAA account and set up 2 transactions via bill pay. They moved over $10,000 out of my account to Wells Fargo and Bank of America – accounts I have no association with. I was travelling and discovered this only because USAA had put an alert on my account and we could not use the mobile app. The placement of a hold on my account by USAA is an admission of fraud on their end yet they continue to reimburse me.
I called within 24 hours after being unable to use the mobile app and talked to someone in your fraud division. We increased security and I identified the 2 fraudulent charges. After numerous hours on the phone I have yet to be reimbursed and Iwas told that I was responsible for the charges since the hacker used my IP address. The team failed to investigate further and have not contacted the receiving institutions. They want me to provide proof it wasnt me?!
I have been unable to reach anyone from your financial crimes department making the decision on my case but instead have to go through your “executive resolution team.” I have spent numerous hours on the phone trying to get some resolution. I get the run around every time.
I have over $100,000 in USAA and am moving it since this too is vulnerable as you will not provide fraud protection. I have had automobile and home insurance with you for the past 30 years and will be moving that as well.
Good riddance. As a service member I feel violated by your company.
UPDATE: My money was returned.
IF ANYONE HAS A PROBLEM WITH USAA AND CAN NOT GET THIER PROBLEM RECTIFIED I TALKED TO:
LAURA (210) [removed sensitive data] AND NICOLETTE (210) [removed sensitive data] in the CEO DEPARTMENT!!!!!!!!!!!!
USAA NEEDS AN APPEALS DEPARTMENT SO WE HAVE A SAY IN WHAT THEY DO TO US.
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No, they have no idea what they are doing unless you call them out. Texas, Denver, slippers PJ people have no clue unless you get a good one. Even then, your at the mercy of a company that does not care or back up military including ex military. A company of 12 Million customers cannot handle 176 dollars on a fraud case after 5 calls then claim I was credited twice so I owe. What a joke thanks for nothing USAA. 100 grand over the years and stiff me with 176 bucks while I was deployed never stepping in that state on a rental with orders sent to you, bad people I do not recomend at all!