Date Received: 2023-01-25
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: USAA froze our credit card and refused to unlock it. We spent over 40 hours on the phone trying to fix the issue. They could not identify or fix the issue. We can not use our cards. They also canceled my husbands debit card by accident ( which they have admitted ). We have no way of getting money out or paying for anything. USAA advertised they serve overseas personnel, which is a major reason person utilize their services. But help is only available US central time. Representatives working off hours do not have the authority to help or trouble shoot issues. False advertising.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-01-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Getting a line of credit
Subissue:
Consumer Complaint: Usaa denied me a personal loan of XXXX because of insufficient income. I'm retired XXXX with deposits into my checking account. I have been with usaa for over XXXX years and have been denied a personal loan every time I apply. I think this decision was made incorrectly because of insufficient income.
Company Response:
State: GA
Zip: 30296
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I have been a member with USAA for over 25 years. Have always had excellent credit. I have been late on a credit card payment by only a few days maybe XXXX times in 20 years. NEVER multiple billing cycles. I set up automatic payment in late XXXX or early XXXX of 2022. USAA never contacted me to let me know it was not set up correctly. They claim they sent XXXX letters in XXXX and XXXX notifying me of an outstanding balance - I never received this. However, I have received multiple emails and letters from my insurance through USAA - nothing that there was something amiss with my credit card. I have spoke with USAA for over XXXX hours today- they tell me there is nothing they are willing do to do rectify this. I am requesting I set up automatic payment correctly, USAA did not notify me there was a problem with my account or a deliquincy, I need this rectified. Thank you
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This is a continuation of complaints XXXX, XXXX, XXXX, XXXX, and XXXX. Since we have received little information on what exactly they need to unfreeze our account, my wife and I did research online and found that USAA has a verify link on their site for verifying identify. On XXXX XX/XX/2023, my wife input our USAA ID, a picture of her drivers license, and received confirmation it was received by USAA and was notified that it would take about a day to complete verification. So they now have our passports, my wifes residency card, my wifes drivers license, my military orders ( showing our home address in XXXX and my duty station in XXXX ), and the phone calls my wife and I made to them communicating our information verbally. Our debit cards have been frozen since XXXX XX/XX/2023. I double checked my debit card by trying to use an ATM with it on XXXX XX/XX/2023 and received the notification on the ATM that my card had been reported lost or stolen. I was quite surprised since I have not reported this. This indicates that USAA has been deceptive in what they are telling me because they told me that my card was suspended. It seems they marked my card as lost or stolen after my call on XXXX XX/XX/2023 when calling about my wifes card not working. During the call, I asked what other information do they need to reinstate my wifes card. And after not receiving a clear answer, I asked that they send a written letter detailing me this information. The customer service agent seemed agitated when I requested this. It was after that call that my card was no longer available as an option to verify my identify when calling and I received a letter dated XXXX XX/XX/2023 providing very little information ( it seems they created the letter after my call but back dated it to before my call ). So it seems they marked my card as lost or stolen out of spite ( I documented my conversation with a supervisor in one of my earlier complaints where she checked on my card and I overheard her say to herself something to the effect of they even suspended his card at which point my call was transferred with nothing else being said by the supervisor ).
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a continuation of complaints XXXX, XXXX, XXXX, and XXXX. I called USAA to follow up to see why our debit cards are still frozen after providing them scans of our passports, taxes, my military orders, etc. She transferred me to a supervisor ( I was on hold almost XXXX minutes while waiting for the supervisor ) and the supervisor informed me that we had to answer questions. I said what questions, the ones the previous customer service agent said she needed and that are answered in all the documents I submitted to USAA ( income from me and my wife, etc. ). She said that they wouldnt even be able to unfreeze our cards since that team works only Monday through Friday. So USAA contacted my wife this morning ( XXXX XX/XX/2023 ) and they kept me on hold for over half an hour even though they knew they couldnt do anything this weekend. 5 days and counting of having our debit cards suspended, talking to over half a dozen customer service agents ( between me and my wife ), using our Polish phone to call a US number racking up our phone bill, then USAA providing a memo ( with hardly any details ) generated only after me calling and being backdated to before I inquired, and there is still no resolution.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: I have a credit card with USAA. I opened the account with a balance transfer and only intended to use the account to slowly pay off the balance without ever intending to use the card. After several years of payments, on XXXX XXXX XXXX XXXX XXXX XXXX XXXX appeared on my account that I never made. The charge was refunded on XXXX XXXX XXXX but since that date I have been charged purchase interest on that transaction every month. My first call to USAA was in late XX/XX/XXXX to dispute the purchase interest. I told them I wanted a fraud investigation started and the purchase interest stopped. I was told that the only way to stop the purchase interest charges was to pay my balance in full. The account balance is several XXXX dollars. I told them that was unacceptable and ended the call. No further communcation was received from USAA. Every call to USAA requires XXXX min to as much as XXXX hours to get through and be transferred several time until you can get the right dept. On XX/XX/XXXX I called USAA and after XXXX or XXXX transfers, I was told that the member resolutions team 's computer was down and I would have to call back later. On XXXX XXXX XXXX I called and after only XXXX minutes I got someone that understood the problem but she put me on hold and when she came back her microphone was garbled, then I went back to hold music, then garbled mic and suddenly I was back at the beginning and had to explain the problem again a person that then transferred me to the " stop payment dept '' where the prompt said the wait was XXXX min or longer. I hung up. On XXXX XXXX XXXX I called and spoke to a woman that advised me a fraud claim was never filed, but she would start XXXX now. She refunded me XXXX month of purchase interest and promised me a letter would be sent to me in XXXX to 5 days stating the results of the claim. No letter was ever received. On XXXX XXXX XXXX I called and after about an hour I spoke to XXXX XXXX in member resolutions. After another XXXX min on hold, she advised me that I would have to send a letter to USAA Credit Card XXXX XXXX XXXX XXXX XXXX XXXX XXXX. She advised the letter had to all the details again. On XX/XX/XXXX I sent the letter. On XX/XX/XXXX I never received any reply but XXXX finance charges were reversed totalling {$25.00}. On XX/XX/XXXX The purchase interest charge is still being added to the acct. On XX/XX/XXXX USAA added XXXX charges totaling {$24.00} listed as " adjustment to account '' without any explanation. Further statements in XX/XX/XXXX and XX/XX/XXXX show they are still charging purchase interest. It is very apparent on my account because I don't use the card but this is probably happening to thousands of their customers without them even knowing!!!!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This is a continuation of complaints XXXX, XXXX and XXXX USAA called my wife on her XXXX phone this morning in XXXX ( XXXX XX/XX/2023 ) and she called back and authenticated with her USAA ID. Despite the fact that they called her on the XXXX number on our account and that we submitted ( and they confirmed receipt ) of our passports, her residency card, and military orders showing our current location, they claimed they were not able to authenticate her identity. And I even sent our recently filed taxes ( I literally just filed it on XXXX XX/XX/2023 and it was confirmed in receipt by the IRS ) since the customer service agent that I talked with yesterday needed to confirm income ( I told her I am the only one with income in our family ). So they also have this as well. Despite the fact that I have called and talked with customer service half a dozen times since they froze both of our cards, provided them with the aforementioned documents, authenticated with my full credit card number and information and social security number and now even them talking with my wife on the XXXX phone number associated with our account ( even though we took charges to have the call with a US number ) and she authenticated with the USAA ID, they stated they do not have enough information to authenticate us. This is beyond ridiculous and they apparently are choosing not to recognize government identification. I am reaching out to a lawyer to discuss my next steps as soon as I can reach one ( Ill have to find one I can talk with on Saturday ).
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MS
Zip: 391XX
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I am a longtime USAA member. For years, my husband and I have used USAA checking accounts to pay our bills, including mortgage payments. USAA has several features for members, including bank-to-bank transfers ( between USAA to/from external banks XXXX, XXXX, and mobile deposits of checks. USAA does not have a brick & mortar location, so the only other way to deposit checks is by mailing it a po box in Texas ; the deposit time can then take up to a week. I attempted to deposit a {$11000.00} check that I received on XX/XX/XXXX through the USAA mobile app. I was unable to do so because the USAA app stated my deposit limit was {$1000.00}. I needed the money sooner, so I deposited the check into my XXXX XXXX XXXXXXXX checking account. Today, XX/XX/XXXX, I attempted to move the funds from my XXXX XXXX XXXX account to my USAA checking account. When I attempted to initiate a bank-to-bank transfer, the mobile app and online banking interface indicated my transfer limit was {$0.00}. I called USAA, which told me that an " EXP '' code had been placed on my account because I had a returned check deposit in XX/XX/XXXX. The USAA representative stated that this code was added automatically by the system, could not be removed by anyone at USAA, and would remain on my account for 6 months ( until end of XX/XX/XXXX ). During that time, the USAA representative told me that I would be unable to : initiate any XXXX transfers from any USAA accounts, conduct any bank-to-bank transfers ( of any amount ), send any wires from my USAA accounts, or deposit any amounts greater than whatever the USAA alogorithm determined was permissible ( {$1000.00} ). The representative was not able to initiate a bank-to-bank transfer from any of my verified and linked external bank accounts to a USAA account and stated there was nothing USAA could do. I am filing this complaint because I never received notice that an " EXP '' code had been placed on my account, was never given any redress, and I believe that the restrictions on my bank accounts are excessive, given that the returned check was for less than {$200.00} and I have over {$30000.00} in my USAA accounts. Further, the restrictions extend to activity that has never been an issue -- I have never had a bad external bank-to-bank transfer, never sent a bad wire, and never had a bad XXXX transfer. There is NOTHING on my USAA account that indicates why the bank-to-bank transfer, XXXX or wire functions do not work. I only learned by calling and spending significant time on the phone with 2 reps. Online and on the app, USAA 's XXXX just gives me an error, and the bank-to-bank just states that my limit is {$0.00}. I had not intended to deposit a check that would be returned -- that was a mistake on my part. I asked USAA what I could do to get my money over to USAA, which is where all my mortgages pay automatically from. They suggested I do XXXX transfers a week via XXXX ( limit of {$2500.00} ) for 5 weeks, or write checks for {$1000.00} to myself. I am very upset. When I asked how I could move my money out, they said I couldn't wire any. So I can't even get my money out of USAA.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 941XX
Submitted Via: Web
Date Sent: 2023-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Problem with a purchase or transfer
Subissue: Charged for a purchase or transfer you did not make with the card
Consumer Complaint: On XX/XX/XXXX was my birthday. My daughter gave me a {$100.00}. Visa gift card. I saved the card in the original package to used by XXXX. When I opened and tendered to pay for a gift the card was rejected, because had no funds. I call XXXX gift card at the number that was included in the package. After a few long innecesary wait I was told that by a XXXX employee that somebody had used the card online and take the money. They sugested to call the vendors to see if they refund me the money or start an investigation that last 90 days. I think that if XXXX put their reputation behind a product they have to have some kind of security for the consumer. I want them to immediately refund my money. The card number is XXXX XXXX XXXX XXXX exp XX/XX/XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32837
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Hello, my car loan with Usaa federal savings bank and always paid on time. I had autopay they cancelled due to system issue and set me up for different type of payment withdrawals by phone in XXXX for payment to be withdrawn monthly with my authorization they told me and will turn autopay back on when their system fixed. Now i received bank statements that payment for XX/XX/2022 was not withdrawn i called usaa since not heard from them at all. They said not sure what happened but yes we had you setup for payment to be withdrawn but until XXXX not XXXX. They did NOT do their part when i signed up for loan they told me USAA will do 15days CALL follow up if payment not received 15days after the Due date and second follow up will be done by phone from them 30days after the due date. Now follow up done and I was not informed auto pay not fixed and payment setup was not completed. They reported me for being late over 30days when I was NEVER noticed by phone 15days or 30days after payment due. They did not do their part and what promised to me. I had no idea my payment was due and not setup by them as promised to me by the representative that spoke to me in XXXX now ruining my credit which is always been excellent refuse to listen to the issue and accept their mistake and remove this late payment from my credit report. Please assist me! I am disputing late payment from USAA when this company did not inform me payment not setup not received and due. I always pay everything on time as my payment history shows. They admitted that they did not follow up with me by phone 15days/30days after the payment was due but refuse to remove this from my credit report. Dealing with death of loveone in XXXX was not enough now having deal with USAA not doing their job and failing to do call customer for 15days & 30days follow up notice on due payments
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32257
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A