Posted on Dec 10, 2015
SGT Hospital Sales Executive
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How many other members received "fraud activity" calls and/or text messages from USAA this past Saturday regarding either or both their debit / credit card accounts? I received the alert about my debit card which is tied to my checking account. I tried to call USAA immediately after receiving the call / text message. The hold time for their fraud department was 3 hours and the system told me to call back at a later time. My card was turned off and I was unable to use it. My plans for Christmas shopping were dashed as a result.

While I appreciate USAA watching my accounts for fraudulent activity, I don't appreciate not being able to make contact with USAA's fraud department because they are completely overwhelmed by the number of customers who had fraudulent activity. USAA must put a safety net in place in order to address situations like this. It is the height of the holiday season and customer's like myself depend on our credit and debit cards so that we can use them. If there is a major hack into the USAA account system and many customers accounts are compromised, USAA must have something in place to not only address that immediately, but to also be able to ensure that their customers can reach out and speak with a fraud agent.

I finally was able to speak with someone in their Fraud department on Monday. No one from USAA would tell me if this was a major breach and how many other customers were affected. Additionally, when I called into their checking services department on Saturday, one person said that something happened and that was the reason why their Fraud department was overwhelmed. Another representative told me on Monday morning that there were no issues that he was aware of and the hold times for the Fraud department were 3 minutes. He transferred me and I waited for 30 minutes. That was on Monday when I was finally able to get through.

I plan on filing a formal complaint with the SEC, Texas State Attorney General's Office, & the Federal Trade Commission. I strongly suggest that every other member who has been affected and reads my post does the same. I cannot get any information from USAA and I will use the above government agencies to help me. I'm an Armed Forces Veteran and have been a USAA member for over 5 years. I have my checking, savings, auto, rental, & valuable property insurance with this company. I have lost confidence in USAA and they are obligated to inform me and the rest of their customer's what happened this past weekend and why they are not addressing this with their customers.
Posted in these groups: Usaa_logo USAA700b1e22 BankingFinance FinanceLogistics-fraud Fraud
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Responses: 3
LTC John Shaw
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I have been a USAA member for 30 years and have multiple accounts. I had no problems last weekend. They usually do the right thing, but on occasion like during the 2008 meltdown, they were slow to respond. Keep on them, I hope you obtain a solid explaination
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SGT Hospital Sales Executive
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I spoke with a representative from USAA today. He apologized for the lengthy hold times with their fraud center and said that USAA is making changes so it won't happen again in the future. In regards to the attempted hack, I would strongly suggest all customers set up multiple accounts and not leave too much money and any single account. The hackers are very good at what they do. The banks are usually one step ahead of the hackers, but these days the hackers or getting very very good.
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MSgt Curtis Ellis
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I bank with them and I hadn't heard nor seen anything referencing this... Hmmm...
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Capt Walter Miller
Capt Walter Miller
5 y
They are very good about reaching out. USAA is awesome.  If you don't have them you should get them.

I've been with USAA since 1981.
Walt
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SGT Hospital Sales Executive
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5 y
I've been with them for a little over 5 years. I've never had an issue with USAA. This is the first time and I'm very concerned. I would not go out of my way to post such of long message if I was not concerned. My objective is not to gouge USAA, it's to get a response from them regarding what happened.
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