Date Received: 2023-01-21
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: This is a continuation of complaints XXXX and XXXX. After USAA froze my wife 's and my debit cards. I have repeatedly tried to get them to reinstate them. I submitted my passport, my wife 's passport, my wife 's XXXX XXXX card, and my military orders via the online account on XXXX XX/XX/2023. They received them. I followed via phone on XXXX XX/XX/2023 and the customer service agent informed me that they have everything that they need but he needed to transfer me to someone else who could reinstate my account. That person asked me a series of questions regarding my income, etc. and said she had everything that she needed and said that my cards would be active immediately. I asked again to make sure and she confirmed that they could be used immediately. I told my wife 10 minutes later and she tried to make a purchase and it was rejected. I tried to make a purchase on my debit card on XXXX XX/XX/2023 and it was also rejected. I called USAA customer service again on XXXX XX/XX/2023 ( XXXX XX/XX/2023 where I was calling from -- I'm stationed in XXXX ). They informed me that the cards were still suspended. I asked why I was told they were reinstated and she had no answer. I asked her if the government documents were not enough and she did not answer the question other than to say other information is needed. I asked her what and she said income information for my spouse. I asked for documentation referencing law or regulation stating that she needs more than the government identification that I already provided and said they already sent a letter. I already received that letter but it provided no details and what she told me on the phone news to me about specifics. By the way, that letter was generated after my call on XXXX XX/XX/2023 and my submission of mine and my wife 's government identification documents but seems to have been backdated to XXXX XX/XX/2023 to appear as if I was informed prior to the freezing of our cards. The agent claimed that we needed to go online and answer questions. I told her that my wife and I wasted enough time already dealing with this ( it's been almost four days and counting that our cards have been frozen ) and told her I was filing yet another complaint on CFPB. I also told her that I'm the only one with income in the family and gave the information about my income to the person I called on XXXX XXXX. Following the phone call I submitted our taxes that we just filed showing our income and sources of income. I am eager to find out if USAA will reject that along with the identify documents we already submitted and claim that we still need to go on some portal. I am taking note of each call and will be exploring options for a civil suit since they are dictating what government documents and confirmation they will accept and how they will accept them, which has no basis in law or regulation.
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: 2023-01-20
Issue: Getting a loan or lease
Subissue: High-pressure sales tactics
Consumer Complaint: I have an auto loan with USAA Federal Savings bank. The 2012 XXXX XXXX struck a deer last Friday. XXXX XXXX told me I had to let them tow my truck to XXXX XXXX in XXXX, KY, because the adjusters want to look at several vehicles at the same time. For cost savings. XXXX XXXX insurance contacted me with the results. They deemed my truck as a total loss. XXXX XXXX states in the email that I only have 2 days to send them my truck title. I asked the claims representative with XXXX XXXX, what the cost was for myself to buy back my truck. I was told that it would cost me XXXX to buy my truck back and it had XXXX in damages. That's impossible if you do the math. XXXX XXXX must have contacted my bank without my permission to get details on the current payoff of my vehicle loan. XXXX XXXX came up with the payoff value within 1 monthly payment. I also paid for " Better Car Replacement ''. XXXXXXXX XXXX basically figured out my loan payoff and ran the numbers to come out an estimated XXXX after they applied the better car replacement. They under valued the 1 year newer vehicle. and basically are ripping me off a several XXXX dollars. How can they say my current truck is valued at estimated XXXX with XXXX in damages then tell me I have to pay XXXX to buy it back. With the current vehicle value at estimated XXXX. The buy back cost should at an estimation of XXXX not XXXX the truck actually has about XXXX in damage. Its not totaled. Someone is taking advantage of me and my pristine truck with fully loaded. The next problem I am running into, is I found a replacement vehicle 2 years newer for sale a few XXXX cheaper than the XXXX model that was deemed total loss. XXXX XXXX claims representative told me on the phone that he would immediately contact usaa so that I could purchase the replacement vehicle without having XXXX trucks on my loan valuation. Meaning, the totaled truck that XXXX XXXX is supposed to be paying off would not show up on my credit report or cause a problem with the banks scoring of my new auto loan. I explained in detail with the loan officer. The loan officer at USAA did not consider that my total loss vehicle was being paid off, and pre approved a loan with over 17 % interest rate. USAA used the information that I provided to them, not to give me sound solid advice about how or what to do about financing a vehicle when I need a vehicle to drive since XXXX XXXX took my truck to salvage yard, but instead USAA decided to take advantage of my situation and is trying to rip me off with an outrageous interest rate and loan terms. They are predatory lenders. A fair interest rate would be at 6.9 % for 72 months if they where actually honest in anyway what soever. XXXX XXXX should pay off the full balance of the loan for the total loss vehicle, plus the difference in value for 1 year newer vehicle of the identicle make and model.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: XXXXX
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 purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: My I.D . was stolen and all of my credit cards they stole from and my bank account they stole from refunded my money EXCEPT U.S.A.A. They not only won't refund my money but they have added another {$3000.00} in their fees. They also will not remove their negative report about me from all three credit reporting agencies.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 755XX
Submitted Via: Web
Date Sent: 2023-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited two checks from the XXXX XXXX and XXXX XXXX ( XXXX ). They were rather extensive checks, totaling almost {$100000.00}. Almost immediately, USAA shut down my account, accused me of fraud, and said they were " terminating services '' with me. After three weeks with no access to my money, they unfroze my account and decided to keep doing business with me w/o stating that. I inquired about the two checks I deposited and was told they were " returned to their maker. '' XXXX said they would not reissue the checks until they received the two original reviews, which they have not. I have called USAA multiple times, specifically XXXX at XXXX, ext. XXXX, who had been updating me regarding the status of my accounts that they froze and who is the one that informed me that the checks had been " returned to their maker, '' but she no longer returns my calls. I would have gone to the bank in person to deposit the checks, but USAA no longer offers an in-person bank to do so, only to deposit through an ATM or a mobile app. USAA messed up my finances by closing my accounts for three weeks, and now they have lost {$100000.00} of my money and are absolving themselves of any responsibility. The checks were last in their possession. They need to take responsibility for their actions, find the checks they falsely deemed as fraud, and ENSURE that they get back to XXXX so I can receive reissued checks and deposit them into my new account with a different bank. Essentially, USAA has lost {$100000.00} of my money and is not taking any responsibility for it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Please be advised that I have been scammed by a fraudulent company and individual and the payments were authorized and proceeded by your organization. I have attached my complaint letter for your reference, I ask you to treat this matter seriously.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33317
Submitted Via: Web
Date Sent: 2023-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: On XX/XX/XXXX, I applied with USAA and multiple other loan providers for a personal line of credit. The loan needed to be approved, and I chose a different lender. My credit report reflects a perpetual inquiry of my credit by USAA from the date of the investigation, XX/XX/XXXX, until XX/XX/XXXX, adversely affecting my credit report. I did not consent to my credit being pulled beyond the initial inquiry date in XX/XX/XXXX. In XXXX I contacted USAA multiple times, asking for this error to be corrected. USAA has failed to contact me and address my concerns and did not notify me in writing of the process that was taking place, nor did they forward appeal policies and procedures that I am entitled to as a consumer. None of the other lenders I applied for credit within XXXX left an inquiry on my report until XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 93555
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 purchase shown on your statement
Subissue: Credit card company isn't resolving a dispute about a purchase on your statement
Consumer Complaint: USAA was contacted in regards to a charge that was not allowed to be done repeatedly on my credit card and provided the proof of the cancellation letter along with a new purchase of software for the same purpose. USAA ignored the information and kept the charge on my card for XXXX which is against the terms and conditions of the credit card company. I'm asking for help as USAA representative ignored the information submitted and this charge will continue forever based on their poor decision. Due to the manner USAA handled the dispute I am asking for help from CFPB.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95747
Submitted Via: Web
Date Sent: 2023-01-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-18
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: A USAA representative encouraged me to add overdraft protection to my account that would be linked to a USAA credit card. I was not properly notified at that time that overdraft protection charges would be classified as cash advances. As a result, I was unaware of {$4.00} of new interest charges on my credit card account, despite a payment in full the previous month. Over 5 months, without any new charges on the account, additional interest was accrued on the {$4.00} until the total amount due exceeded a {$5.00} dollar threshold and USAA notified the credit bureaus that I was 30 days late. The damage done to my credit seems punitive and could have been avoided if USAA notified me properly, if I was not encouraged to sign up for this feature, or if I was not encouraged to opt in to paperless billing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 294XX
Submitted Via: Web
Date Sent: 2023-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 USAA called XXXX XXXX and told him there was fraud on his checking account in the amount of {$3000.00}. They indicated they were sending it to the fraud department. Someone had got into his account and found my checking account information in his account that had been in there from years ago and pulled the XXXX out of my XXXX account ( XXXX XXXX ). They tried to put it in XXXX account but USAA pulled it right away and reported fraud. We have called USAA every week since the XXXX and have been told it will be back in my account within 3-5 days. Nothing ha happened yet.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 85248
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-01-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 a mobile deposit was made to my account in the amount of $ XXXXThe very same day 2 transfers were taken from my account in the amounts of {$5000.00} and {$13000.00}. The same day a deposit correction was taken out of my account in the amount of {$17000.00}. None of these trans actions were done by me and I did not receive any notification that these transactions occurred. I did not find out about this until I tried to use my debit card several days later. I have never deposit money in that amount nor transferred money in that amount in all the years I have bank at this institution. The bank did what they called an investigation and said I was responsible. The bank would not give me any information as to where the money was transferred to to the just froze my account and then closed it. I don`t know how someone got my information to be able to do this but I would think that the bank would have better safe guards in place to watch for thins like this.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AZ
Zip: 85629
Submitted Via: Web
Date Sent: 2023-01-19
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A