Date Received: 2022-11-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I make weekly deposits into my USAA checking account using money orders I purchase after cashing my check. I used to be able to deposit my check directly, however USAA switched up the depository agreements and now put a 7 day hold on any mobile deposits over XXXX dollars. Well on XX/XX/2022 I deposited a money order for XXXX dollars filling out the money order the same way as every other time. After depositing the funds, I immediately transferred the funds to a non-usaa account as I always do, because I don't trust USAA. I've attempted to terminate my membership numerous times, however they make it next to impossible to do so. Plus they have ruined my banking score so it's next to impossible to open a checking account with another local bank in my area. Anyways, on the evening of XX/XX/XXXX I logged in to my USAA banking app to deposit another money order. To my surprise, I notice that my checking account now has a negative balance of almost XXXX dollars. Upon further investigation, I realize that the XXXX dollar deposit that I made on the XXXX had been returned. In every deposit on USAA it shows a front and back image of the check or money order that is deposited. When I opened the deposit information for the deposit made on the XXXX, the image is replaced with a deposit adjustment notice and no pictures of the money order. At this point I immediately called USAA to figure out what is going on. The first attempt I was unsuccessful in speaking with a representative. Being an urgent matter, I turned to the chat feature on the USAA mobile app. After speaking with the agent via chat, the agent informs me that the reason that the money order was returned was because my name was not written on the front of the money order. The first problem with this is that I have never once had to write my name on any money order I have ever deposited with USAA. The second issue I had with this is that the agent on the chat said that she was unable to view the images of the money order AFTER she told me that my name was not written on the front of the money order. How did she know that my name was not written on the money order if she couldn't see the image. Which does not surprise me considering USAA customer service is notorious for lying to customers to get them off the phone. After another 30 minutes of the customer service agent doing absolutely nothing to try and help, I am told that I now have to wait until Monday to call during business hours to attempt to have this issue resolved. Well, seeing as how I already know just how difficult and unethical USAA can be towards it's members who don't earn enough income for them to be considered important members to USAA, I went and checked over my own personal records and compared them to my bank statements. In the last month I have made 5 separate deposits, each with a money order for XXXX dollars. All money orders are from the same establishment and filled out all the same exact way with NO NAME written on the money order. The first 4 deposits processed and cleared with no issue. However, the deposit on the XXXX was returned on the same day. Even more frustrating was the fact that I was never informed in any way at all that this deposit was reversed. Just to verify that I did not make some sort of mistake, I verified all of the other deposits with the deposit receipts from all of the money orders. There were no issues on my end. I have already called the XXXX number provided on the money order to verify that it was a valid money order. I have all information, documents and chat session to verify that what I have stated above to be true.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-11-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Fraud or scam
Subissue:
Consumer Complaint: I purchased a service from a seller via XXXX. XXXX transferred my money and I received nothing in return. I was scammed for almost {$2000.00} & USAA did absolutely nothing to return my money after being scammed. XXXX also did not assist me and sent a basic copy & paste message just like USAA. Both companies are ultimately responsible for not providing me with my money that I need back. Just to be crystal clear I NEVER received anything for that large sum of money. It seems like they refuse to even check the information & proof I have provided. USAA has also refused to create a new dispute & even completely filed everything incorrectly. The charges were filed for around {$9.00} instead of the XXXX $ needed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72023
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-28
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I have a ( 2 ) checking accounts and 1 savings account with USAA. They consistently Make money by charging me NSF fees on the account ending in XXXX. On more than 5 occasions I have had the necessary amount if funds in my checking account only to have them to refuse to pay an ACH payment from an outside vendor. They justify this by allowing me to make a deposit and then when the ACH charge comes in they tell me that the funds are NOT posted. USAA not only charge me a {$29.00} fee but the merchant then charges returned payment fees. I feel like financial institutions should not benefit or capitalize off of the struggle of the consumers. I DONT dispute NSF charges when I make an error, but USAA is taking advantage. If they are doing this to other consumers I can estimate that the amount of money they are making from consumer struggles to be in the billions. USAA claims to cater to veterans and their families but they are taking advantage of those same veterans and their families. There are a lot of times when I schedule ACH payments from outside vendors on the same day as my wife, and I have payroll deposits into the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-11-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been making transfers to and from accounts and then suddenly my funds was being held for 5 business days then 10 business days, then we i did a mobile deposit the funds was held even though the system said i could deposit up to XXXX, the check for was XXXX and i should have had immediate access to my funds and because i didnt, i had several bills and payments declined and was sent back and then i suffered many XXXX from USAA XXXX dollars for each occurrence, this has to constitute some kind of fraud on USAA part.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 416XX
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I reached out to USAA once I discovered my account was flagged as delinquent. This was a surprise to me because my account has been on auto pay for over 10 years since my account creation. I had to call USAA over 12 times before a representative thoroughly investigated this matter. Through discovery, it was brought to my attention that USAA had migrated from a legacy system which removed customers autopay. As a result, my account went into a delinquent state. This is clearly no fault of my own. I finally was able to get USAA to submit a letter on my behalf to remove this late payment. However, the credit bureau 's did not remove this late payment and USAA has stopped assisting. This is not fair or accurate reporting and has had a negative impact on my credit score. I work for the federal government and this is critical to my employment. This is completely unacceptable and poor practice.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22554
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: unable to access my banking. As a XXXX person USAA say there are no chat representatives available. this is a continual problem. they do not make accommodations for XXXX customers. their XXXX access help does not exist. WHEN i have reached chat agents they say there is XXXX protocol for XXXX customers. but now every time i tery to access chat it is blocked or unavailable for me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30577
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Today I received a phone call from XXXXXXXX XXXX XXXX XXXX on behalf of USAA concerning my brother who passed away last month. Allegedly, my brother opened up a USAA Visa Credit Card over four years ago. There is an outstanding balance of nearly {$2000.00}. They even provided the last four of a XXXX credit card account number. I asked that official documentation be mailed to my home address. Which they will do. This is the agent I spoke to ( please publish ) : XXXX XXXXame : XXXX XXXX Phone : ( XXXX ) XXXX XXXX I contacted USAA who cant confirm if my brother even opened up a credit card account. I didnt co-sign on his account nor is he associated with my own account in any way. I only have debit cards.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
State: NY
Zip: 14127
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-23
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I found out about a fraud attempt on my account I called USAA about it to report it before it happened, they then froze my account and said it would be closed in 60 Days, XXXX XX/XX/2022, I called them on XXXX XXXX to close the account and have the money sent to my home address they refused stating that the investagtion would restart on XXXX XX/XX/2022. Been with this bank for over 30 years and they treat me like a criminal. Shameful, behavior for a so called military organzation. I served 20 Years in the XXXX XXXX XXXX 6 times and I'm treated this way, dispicabale!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 76522
Submitted Via: Web
Date Sent: 2022-11-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I received my federal student loans on or around XXXX XX/XX/2022. After receiving the check via mail, I deposited the check for {$4700.00} via the USAA app. My money was put on a temporary hold, as is customary, and all funds made available after a few days. I spent the majority of the money furnishing my house over a 10 day span, at which point my debit card stopped working while getting groceries. USAA had not notified me of this issue, and my account showed no notifications or messages telling me what was happening ( it still doesnt. ) My emails had nothing from USAA aside from insurance payment info and spam. The only thing that let me know something was wrong were the words Balance Details Unavailable where my account value should be. I called USAA and after an hour on the phone, was told that I was under fraud investigation. When I asked why, the check was given as the reason. I asked why that would happen, because the check was from my college. The woman on the line did not know, and was as confused as I was. After some investigating online, I found similar cases - USAA locking customers accounts after depositing large checks. The checks go through on both ends, but USAA kicks them back regardless. Its been a week and I have no access to my funds. I have also been told that the check might be returned. Unfortunately, I have thrown away the original and will likely have to start the process of getting a new one. I am currently not able to pay for groceries, gas, or my sons daycare, which debits my account every week. In the event my check is kicked back, my account will be XXXX of dollars in debt while I wait for a new check. My XXXX XXXX housing allowance will go into my negative account, which means I will have no money for rent or utilities. If the check is not kicked back, I am still going on week two with no access to money that I signed for and that was cleared by both parties. My parents have banked with USAA my entire life. I chose USAA right before going to basic training and have been a loyal customer for the last seven years, both banking and insurance, but after this I will likely switch.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31909
Submitted Via: Web
Date Sent: 2022-11-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-22
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: Although USAA Federal Savings Bank ( USAA FSB ) has issued new cards for my account and the cards show active, the cards are consistently declined by vendors. When the cards were issued, I was told I needed to contact the USAA FSB MOET Team and respond to specific security and use questions. I did contact the MOET Team and responded to their questions on or about XX/XX/2022. My credit card doesn't work. I've called my POC at USAA who was working to resolve this issue, and as of this writing, she has failed to return my call. Additionally, I was promised a call back from the office of the CEO of USAA and as of this writing, that call hasn't come. USAA FSB responded to my previous complaint stating all was well because my credit card account has been reopened and that all I had to do was respond to some questions. Clearly, rather than ensuring everything is working as it should and then responding to my complaint, USAA FSB has responded prematurely and has not taken the necessary action to resolve my credit card issue. On XX/XX/2022, I was told by both the credit card department and MOET department that everything I needed to do has been done and that my credit card should work. It doesn't work, thus this additional complaint.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-11-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A