Date Received: 2022-11-04
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: USAA has egregiously mishandled a credit card dispute I have opened. During this process, I have filed multiple complaints with the CFPB regarding promises made by USAA and their continued inability to properly handle my credit card dispute. During this process, I believe USAA has retaliated against me and has sent me a letter threatening to close my accounts with them. I believe USAA is intentionally upsetting me by placing upsetting phone calls, and then threatening to close my accounts based on my responses to their upsetting outreach attempts. Today, I was called by an associate from USAA who lied to me, mocked me, and generally upset me by using phrases such as " you don't just get what you want '' and " that is not how the system works. '' This associate intentionally upset me by redirecting the conversation to points I requested not to talk about anymore. This phone call was not expected nor requested. The intent of the associate was not productive with no legitimate intent other than to upset me, I believe in an attempt to engineer a hostile situation where they may forcibly close my accounts. I believe this is legitimate retaliation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-11-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XX/XX/2022 I tried accessing my USAA mobile application ( as I do every morning ), and noticed my credentials were rejected by the system, and a message populated stating that my account was locked. I called, and after being transferred to multiple people over the course of nearly two hours, I found out that USAA decided to investigate my account for potential fraud activity. Unfortunately there wasnt a single person able to explain the reason behind the review, and my biggest fear was ( and is ) that such review was the result of some kind of account/profile takeover. Nobody would give me a straight answer, and the best they could share with me is that such reviews are taking up to 5 days! Meanwhile, I can not access my accounts, neither can I request any transactions such as ACH or wire transfers. As a result of this I have lost {$1300.00} on non refundable fees from a vendor whom I was doing business with the day prior, and had put non refundable deposits down towards a personal purchase I was trying to make. I am not sure what USAA is thinking, but it would help to gain some clarity about the root cause of their review. While I respect banking processes, both execution and communication must be done/timed rightly, neither of which USAA seems to understand. The bottom line, I need access to my account ( and my funds ) immediately and Im not in a position to wait for USAA to take their own time to complete whatever it is theyre attempting to do.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: WA
Zip: 98607
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
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: A recent credit card dispute was not handled properly by my bank ( USAA ). I disagree with their findings. I " appealed '' the decisions via their " re-assertion '' process. I was encouraged to do this via telephone and to plead with USAA. I was even told to lean into the " human aspect '' of the matter, bringing attention to my length of membership with this, suggesting possible discrimination practices. During these phone calls, I was verbally told by an advocacy advisor that USAA would do " whatever they could '' to resolve this matter. I asked USAA to credit my account {$6000.00}, which should be something they could possibly do and aligns to the " whatever they could '' comment. Since submitting the documents, both electronically and by mail, I have received no response. I request this matter to be investigated fully and all phone calls to be audited from dates ranging XX/XX/2022 - XX/XX/2022 to review all verbal promises made my USAA in this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-02
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: I opened a recent credit card dispute that was not found in my favor. During this dispute period, I called USAA multiple times and was verbally told the following statements : " I would expect an investigation to be honored '' " we will do whatever we can to help and/or fix this '' " not all disputes that are similar will have the same outcome '' " I suggest leaning into the human aspect when re-asserting our findings '' " bring up your 12 years of membership '' I believe I have been discriminated against during the dispute process and not treated equally. I believe this because the comments above suggest differing outcomes based on factors outside of my control and also suggest that USAA has discretion to favorably resolve and/or make right my initial dispute but has chosen not to, despite telling me that would do " whatever they can. '' I request all recent phones calls from XX/XX/XXXX, XXXX XX/XX/2022 to be pulled and audited to confirm discriminatory statements and misleading advise that USAA will help in this matter. Being told USAA will do " whatever they can '' is an incredibly powerful statement to which I expected an amicable resolution in this matter, ultimately reducing down to a {$6000.00} account adjustment resolving this matter entirely, which I asked for in writing and verbally. Since such a request falls into the possibilities of what USAA is capable of doing, I hold them liable to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-11-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-03
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: USAA allowed Unauthorized transactions to occur on my account and the bank is not doing anything about it. Also I am a victim of identity theft which was reported to the bank.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NV
Zip: 89122
Submitted Via: Web
Date Sent: 2022-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Trouble using your card
Subissue: Can't use card to make purchases
Consumer Complaint: I attempted to use my USAA VISA card to purchase tour tickets for the XXXXXXXX XXXX on XX/XX/XXXX of this year. The purchase was through the recreation.gov web site. The bank denied the charges. On XXXX XXXX I called USAA Bank and was told the credit card couldn't be used for foregin transactions. I explained that the website was clearly a government domain with the United States and that the charges shouldn't be denied. After over two hours on the phone, I was assured the issue was resolved. I attempted use the credit card on successive days and it was denied each time. Repeated conversations with the customer service at USAA failed to resolve the issue. Repeated attempts to use the card by recurring or programed payments were also denied by USAA. During a conversation on XX/XX/XXXX, I was told I would be contacted within XXXX hours by the resolution team to correct the issue with the credit card. That telephone call never came. On XX/XX/XXXX, I attempted to use the card and again it was declined. I had to cancel the card and terminate a 48 year relationship with USAA Federal Savings Bank.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 302XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: USAA keeps rejecting my payments even though I have money in my account to cover my payments. Then they charge me XXXX XXXX for each rejected payment. They charged me XXXX in rejected payments, even though I have money in there for my payments. this is nuts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AZ
Zip: 850XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I purchased a product from a vendor. The vendor sent a damaged product. The product was returned to the vendor. The vendor refused to honor their return policy and refused to issue refund because of a " system '' issue. The vendor specifically said to contact my bank and deal with it through them. I contacted USAA and filed a claim for the transaction, offering them documentation. USAA refused wanting any documentation. The issued a temp credit to my account. USAA then reversed the temp credit, claiming I had not provided any documentation. They did not notify me of their request for documentation, after refusing to accept it when I first submitted the claim. When I learned that they had posted the request to my online account, I immediately provided all requested documentation, uploading the images and screenshot to their online portal as instructed. They did not reissue the credit. I have called more than a dozen times to get it fixed. USAA continues to say they will call me back, but they never do. Today, I took time off from work to call USAA to address this. I was on hold for XXXX hour and XXXX minutes before someone picked up. I spoke to XXXX at USAA resolution team. She said that too much time had past and the USAA Dispute Department was refusing to address it any further. Didn't matter that I had tried, over and over and over, to get USAA to take my calls and get it fixed, that I had been told over and over I would hear back from USAA about it and never did. They are refusing to proceed further and refusing to escalate to a supervisor or manager. USAA is in violation of their banking customer policy. I was in touch, or attempting to be in touch, on a regular basis since the first contact. It was USAA who dropped the ball and are now refusing to pick it back up. I have been a lifelong customer of USAA. In the last two months, it has been LITERALLY IMPOSSIBLE to get through to anyone on their phone system. I had to take time off from work to make the call today in order to be able to stay on hold for so long.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33830
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-11-01
Issue: Fraud or scam
Subissue:
Consumer Complaint: My wife, who does XXXX XXXX XXXX, was contacted by a client requesting her services. An amount of {$1200.00} was agreed upon, and the client said she would mail my wife a check for the amount. A few days later, the client told my wife that she accidentally sent the money for the photographer in the same check sent to my wife. The client asked my wife if she could send her the difference upon cashing the check. On XX/XX/XXXX, I received a cashiers check in the amount of {$3200.00}. I called my bank, USAA, and asked them if I could mobile deposit my wifes check. They said since she was not on the account it could not be done. However, I was told that if my wife endorsed the back of the check and signed it over to me then it could be done. I was skeptical the whole time however, i figured if USAA accepted the check then it must be good. I mobile deposited the check on XX/XX/XXXX. The funds were immediately available. I thought that to be odd since I only had {$320.00} in the account. Nevertheless, I trusted USAA and figured the check must be good if they accepted it. I then agreed to send the client a total of {$2000.00} as a refund. In two separate XXXX transactions, I sent {$1000.00} each to an XXXX XXXX. The XXXX payment went thought without a problem. Two days later on XX/XX/XXXX, I noticed that my USAA account was negative over {$2400.00}. I called USAA and they told me the check I deposited was fraudulent and the funds were rejected. I was told by the USAA call taker, XXXX, to file a police report. I filed police report # XXXX with the XXXX Police Department ( XXXX XXXX, TX ) for Fraud. On that day, I told the call taker about how I was scammed through XXXX. I expected a Regulation E complaint to be generated and I then waited for USAA to contact me with their investigation findings. Ten business days came and went and no word from USAA. I found that odd since under regulation E, the banking institution has to have a finding within 10 business days if they have to temporarily refund the money. I called USAA on XX/XX/XXXX and spoke with call taker XXXX. XXXX told me that there hadnt been a Regulation E complaint filed by XXXX. XXXX told me that that was an error on XXXX part. XXXX said she would then start the Regulation E complaint for me. On XX/XX/XXXX, USAA notified me that I was at fault for sending the XXXX money. They said the investigation was closed and that I was on the hook for the money. On XX/XX/XXXX, I called USAA and requested documents on how USAA came to that conclusion. I asked for a supervisor to call me regarding it. On XX/XX/XXXX, a specialist from USAAs fraud department, XXXX, called me. She told me that there had not been a Regulation E violation and that Regulation E does not cover this. She told me in this case because I sent the money on my own, even thought I was induced to do so, it was my fault. I questioned her on why USAA accepted that mobile check even though I didnt have the funds to cover it. XXXX told me that because I was a loyal customer and that my account was in good standings, they honored the check. Furthermore, when I asked XXXX why a Regulation E complaint wasnt filed on XX/XX/XXXX, she told me that it was an error on XXXX part. I believe that Regulation E applies to this case and that USAA is violating the law in not agreeing with it. I have tried to resolve this with them and they refuse to refund me my money. For your consideration, XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 754XX
Submitted Via: Web
Date Sent: 2022-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I tried mobile depositing a check for {$2500.00} on XX/XX/XXXX into my account and it got returned citing the bank could not verify the account. I asked a representative to validate the the number on the check was read correctly by the system. They could not do that. I tried depositing the check again and I got an error saying the system can not read the numbers on the bottom of the check even though they are clearly visible. I was charged a {$5.00} fee for something that's likely a USAA computer error and can not get any human validation.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77459
Submitted Via: Web
Date Sent: 2022-10-31
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A