Date Received: 2023-02-01
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2023, I deposited a check for {$300.00} into my USAA account via the mobile app. It stated when I did the deposit that the check was going to be placed on hold. None of the funds were made available. I contacted a representative about the check hold later on in the day of the XXXX. She stated that the deposit had to be at least XXXX hours before and to contact them again the next day about getting the hold released or partially released. So on the XXXX I contacted USAA. Was told by the representative that the check was placed on an exception hold and that they wouldn't release any of the funds due to charge off accounts with the bank. I have previous employment history with banking operations and I informed her that XXXX XXXX from my understanding stated that an exception hold can only be used if the account has been repeatedly overdrawn ( which mine hasn't ), it's a new account ( which mine isn't ) or I have had other items previously return on my account ( again hasn't happened. ) She then told me that they can hold checks because of old charge off accounts and she has seen them do it since she began working there. However when I inquired about the supposed charge off accounts, she stated she couldn't give me any information and that I had to call another department. Then on the XXXX, I noticed the check I deposited had actually cleared my other bank, so I reached out to a representative again. I inquired about if the funds could be released since the other account showed the check already paid. And if I could send proof of that, could they release the hold. The gentleman told me that the funds weren't going to be released and that my check was put on hold due to previous charge off accounts. He told me the last XXXX of the account numbers but couldn't give me any more information. I looked up the banking disclosures for USAA. It states the reasons why they can place exception holds on checks. None of which apply to me. So they didn't abide by the XXXX XXXX policy and withheld funds from me that should have been made available. Even if part of the deposit was made available, I wouldn't have an issue. Not only have they failed at treating me like a customer that matters but they have also gone against a federal mandated regulation. If they can say they are using previous accounts as the reason for the exception hold then that needs to be stated in their disclosures.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76039
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Communication tactics
Subissue: Frequent or repeated calls
Consumer Complaint: I was contacted by XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX, XXXX XXXXXXXX, United States about a Personal Loan Account with USAA Savings Bank - located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXXXXXX in the amount of {$3200.00}. There were repeated calls from a number that was not identifiable, and I finally called back. I spoke with an XXXX XXXX, who identified herself as being with XXXX XXXX XXXX - calling in regards to my USAA account - she wanted me to give her personal information. When I would only provide the year of my birth- she wouldnt divulge any further information. She wanted my home address in " XXXX, XXXX " This is in direct violation of the USAA contract. At no times can an Agent of USAA give XXXX portion of the members Personal Identifyable Information- which includes name, *any* portion of the full mailing address, or Social Security Number. By providing me the City in which I live, the agent violated my rights as a proud member of the USAA family. I confirmed these rights as soon as I hung up with XXXX XXXX with a member of the USAA Staff and asked him to document my file accordingly. I have fallen into very difficult times- which USAA is keenly aware, as I have multiple accounts with them. In addition, I was a collection manager for over 30 years, and am very aware of the FDCPA, and of the privacy laws that the industry is governed by. Just because XXXX XXXX has loosened THEIR standards, it does not change the fact that my rights were violated, and USAA 's policies were not administered correctly by the agent. I am very seriously considering taking legal action at this point with my attorney, as this can not possibly be a random act by either this agent- or the company. I strongly suggest that USAA request every call from this agent for call monitoring, and from the group that handles these accounts as well - as management must have grown lax for such a privacy breach like this to occur. I am open to negotiating a settlement of this matter before legal action takes place - either USAA or a member XXXX XXXX management or legal team can contact me in writing at : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX or by phone at XXXX XXXX you must leave a message please, or call form a published number that identifies you - i will not answer blocked or private numbers.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I saw on my credit report that a charge from Usaa was showing as a charge off on my account. I did not open this fraudulent account with Usaa. Ive reached out to them several times and was informed they can not assist with this inaccurate fraudulent information showing and they apologize. This has been on reporting fraudulently since 2017 and I have been going back and forth with Usaa and the credit bureau to get this handled. A police report was filed for this identity theft
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Opening an account
Subissue: Unable to open an account
Consumer Complaint: Dear USAA, my name is XXXX XXXX XXXX. I am a victim of identity theft. In 2012, I lived in XXXX XXXX and my personal information was compromised. Someone opened or tried to establish a relationship with the institution without my consent. I did not authorize this action. When I did try to start an account with the institution I was informed of this situation. There is a notice on my profile not to open any accounts in my name. I would like for that restriction to be lifted. My social is XXXX. I also recently filed for bankruptcy. As a safety precaution, I listed USAA as a debt. I will include the bankruptcy filing. Also I will include the police report and my ID and social.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60409
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-02-01
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: This company let someone over draw my account and expect me to pay. I asked them to dispute the charges and closed the account they told me that unless the balance is paid i can't closed the account. i have did a police report even called and chatted with someone and they offer no solution to this account and unknown credit card that i didn't apply for. This company owed me {$780.00} dollars for a previous account that they closed but the money mysterious disappeared and they offer no solution. They don't communicate with each other so nobody know how the account gotten overdrawn, nobody know where or how the credit card got open and nobody knows where XXXX XXXX dollars went too.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 35405
Submitted Via: Web
Date Sent: 2023-02-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA opened a fraudulent checking account under my name. I recieved a letter from their representative XXXX XXXX who authorized the identity theft fraud. Now Ihave a bad report from my consumer services report that they never fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60651
Submitted Via: Web
Date Sent: 2023-01-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-31
Issue: Advertising and marketing, including promotional offers
Subissue: Confusing or misleading advertising about the credit card
Consumer Complaint: In XXXX of XXXX USAA offered me a promotional XXXX XXXX cash advance check, with XXXX XXXX interest thru XX/XX/XXXX. I took a {$2200.00} cash advance in XXXX of XXXX. Starting in XXXX I noticed my regular monthly purchases were accruing interest, even though I was paying my monthly purchases off in full each month. USAA 's ludicrous explanation is that because I had not paid off the cash advance that my account overall was not paid in full and my regular purchases would now accrue interest. This is pathetic attempt to cover up a misleading and fraudulent offer. Why would I take out a {$2200.00} " XXXX XXXX '' cash advance in order to pay interest on the other {$5000.00} in regular monthly purchases I do with them? USAA could have easily disclosed this detail with the other details of the cash advance on the page where the promotional advance was offered ( page XXXX of the attached PDF ), over half of the page is left blank. To give me a XXXX XXXX offer that by definition triggers interest on your regular purchases, even when paid in full, is shameful.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94123
Submitted Via: Web
Date Sent: 2023-01-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Fees or interest
Subissue: Unexpected increase in interest rate
Consumer Complaint: I have had the USAA Visa Credit Card for more than 20 years. I have been a USAA member since XXXX. I have had a fixed APR of 9.90 % for many, many years with statements to prove this. I noticed that my monthly minimum payment jumped very high and I looked into it. The last statement I have with a 9.90 % APR was XX/XX/XXXX. I am now paying 14.15 %. I have always had fixed credit rates and could not find any notices from USAA that they were converting my credit card to a variable rate. We used this card to pay for some remodeling after our XXXX XXXX stole money from us and we had to pay for items a different way. I called USAA on XX/XX/XXXX @ XXXX and spoke with XXXX -- employee ID # XXXX -- who tried to find any notices of APR change. XXXX looked back past XXXX and could not find any notices of APR change. I asked him if USAA would fix this APR since I have never received a legal notice of change, and he stated that unfortunately they would not. I believe that this was unfair, and illegal business practices since I was never given a notice and it was confirmed by USAA employee when even he could not find that a notice was ever given. This will greatly hurt our chances of paying back the large debt due to over 4.25 % increase -- and increasing further. Thank you for any help that you can provide us. Sincerely, XXXX XXXX XXXX, XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: It is my belief based on the conversation and the fact that USAA has canceled my account ending in XXXX and refused to do business with me because someone has done fraud on my account using my ID and other documents. It is my belief that the fraud event occurred between XXXX and XXXX. I have been going through XXXX XXXX and homelessness and am currently in a safe place to address the situation of my life. The fraudster may have used an auto insurance policy and other documents. I have contacted the USAA fraud dept. several times over the month of XXXX. They have said that they would contact me but have not. They know malicious activity has happened on my account. Instead of informing me they have chosen to alienate me without explanation. I have been a member/shareholder of this company since early XXXX. I went through the online verification process and In XXXX of this year I spoke to a representative in the fraud dept. I was given a fraud dispute number ( XXXX ) and the representative said someone would be reaching out to me, however, I have not gotten a response as of this date. I called back and then I was told that USAA was exercising its right not to do business with me and that I should check my Credit report for suspicious activity. I can not get USAA on the phone to at least tell me what happened on my account thru them. I have submitted my ID and my phone number and tried to work this out, but they have become unresponsive to me. The fraud happened to me on my account, and I am being punished for something I did not do. Furthermore, I can not protect myself because I don't know what actually happened. USAA is only concerned with protecting itself from being liable and not helping me with the situation forcing me to deal with this on my own by blacklisting me. I have to sign declarations involving another person in order to get products and services from other companies which I believe is due to these events that occurred without my knowing. I have done nothing wrong and will take a lie detector test or fly in person to the executive branch of USAA with my identity documents. I would like justice. I also did not receive any money from my subscriber account as I am a shareholder of USAA and should have some say in how things go or get a phone call to explain what happen. I can not update my phone number, email, or address.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 130XX
Submitted Via: Web
Date Sent: 2023-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Complaintant : In Re : XXXX XXXX XXXX XXXX XXXX, XXXX : XX/XX/XXXX XXXX XXXX, Ohio Probate Case No. XXXX USAA Account Checking : XXXX USAA Account Savings : XXXX My File Reference : XXXX I am the XXXX Co-Administrator, duly appointed and bonded. USAA holds funds belonging to the estate decedent, a consumer holding consumer accounts at USAA at the time of his death. On XX/XX/XXXX I sent that organization a certified letter directing it to surrender the checking and savings account funds in the name of XXXX XXXX XXXX, XXXX. USAA failed to even change the mailing address. The USAA organization is holding up the closing XXXX this XXXX, which was opened in XXXX, XXXX. A certified copy XXXX my letters XXXX authority were sent by certified mail, to which I received no reply. On the phone call to USAA, USAA demanded MY personal identifiers rather than accept the ESTATE 'S Federal EIN number prior to releasing any funds. This is unlawful, as the Estate is a person under the law, entitled to due process in the execution of contractual rights. The XXXX holds no title interest in the assets of these accounts, merely the right to collect and administrate these funds for the benefit of the Estate pursuant to his appointment powers. The Estate stands in the shoes of the deceased consumer, whose personal identifiers are a matter of record with USAA. I request the release of funds in both accounts styled above using one complaint as this requested transaction is common to both accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A