Date Received: 2022-10-30
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: USAA, In XX/XX/2022 I had deposit money orders in my checking account due to the fact I live TN and can not deposit cash into USAA Atm in the area and paid my bills for them to only hold my money orders from XXXX XXXX and my bills bounced causing fees that Ive keep accumulating. They said they cant wavie fees. Been a customer for XXXX and still take advantage of veterans.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 386XX
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: USAA bank has frozen access to my checking accounts., I am unable to make withdrawals or access account statements. The representatives state that the reason is that I have failed to fill out personal information required by U.S. law. However, the information and forms they request is not required by law. They are lying to me and to their customers. They have no right to freeze my accounts. Further, this issue has arisen before. At that time, I withdrew all my money from USAA. They then backed down and reinstated by accounts and gave me access. So obviously they do not need this information and these forms, they just want them.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AK
Zip: 99515
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-30
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/2022, I decided to change my phone provider to XXXX for a cheaper service and due to the company I was working for discounts on the bill as well. So once the order was done I chose through USSA the bank that my funds are in to do the charge of {$70.00}. When XXXX stated to me I will receive the letter in the mail to call them with the code, I did it on the XX/XX/2022. I called them on my mobile phone and gave them the code and they transferred me numerous time to finally get me to an IT person that finally told that some how of other I not be on my mobile phone due to they couldnt figure out why the transferring the service was not happing electronically, by now it was already 3 hours of dealing with it. So I borrow my daughter phone to call XXXX again. On this call another 4 hours being transferred 12 times and finally getting someone to see what can do for me then decided to tell me I need to go to one of their stores to show them my ID and for them to help me there. Every time I spoke with the agents I had already explained that I have a new phone that I have received from my daughter brand new in XXXX. So on that week Sunday I show up finally to get help and to let them know what has been happing to me on the phone and I chose at that time to cancel the service due to losing interviews and jobs and removing anything to do with XXXX for not working on time and not helping properly with me over the phone to be told by the agent in the store that they dont have a manager on the floor to cancel the order and need to call back XXXX that I want a refund. So the next day on Monday I called and was transferred again for over 10 times and still no refund them hanging up on me and being told I will get the refund. Could not call during the week due having to work. I was calling back again and went through the same thing until XX/XX/XXXX that finally I was told have being transferred over 10 times I will get the refund, but I had called USSA to let them know and to also dispute to charges of the issue just in case XXXX doesnt do it correctly. But USSA DO NOT HELP THEIR CUSTOMERS AT ALL!! They feel that after speaking with XXXX I was in the wrong and I dont need to get my money back because I had their merchandise that I never purchase from them. I have already reported XXXX to XXXX, but still no answer from them and the USSA feels after explaining to them numerous times I never received service from the company they have the right to have my money. USSA doesnt care about their customers just keeping the big company happy. So I still dont have the charges reverse due to this. I will never use them for billing ever again, I learned my lesson.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 338XX
Submitted Via: Web
Date Sent: 2022-10-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Problem with a lender or other company charging your account
Subissue: Money was taken from your account on the wrong day or for the wrong amount
Consumer Complaint: On XX/XX/XXXX I received a call from someone posing to be a USAA associate. They called from USAA 's phone number ( XXXX ). They told me my checking account had suspicious activity and needed me to verify my account. I proceeded to verify by giving them my account password, not knowing they were scammers. Immediately I logged in to see what was going on. Scammers then told me to give them XXXX business days to investigate. So the next day I checked my account again and it was - {$10000.00} and that's when I called USAA and reported it. USAA told me I was scammed and that they needed to investigate. So XXXX days passed and they called and told me that it was my fault because I gave them my phone password. I told USAA that they called from your number so I thought it was USAA. I am a XXXX XXXX who gets XXXX pavements from the XXXX XXXX and the XXXX. So the XXXX of XXXX, USAA held my XXXX payments to put towards the XXXX. I feel that this wasn't my fault because the scammers called from USAA number. If they would've called from any other number I would've known I was being scammed. USAA also didn't put the checks on hold when they were deposited and the checks were pretty much blank. The scammers only filled in the dollar amount and scribbled a signature. I also believe USAA shouldve seen that this was bogus and stopped the transaction, instead they let it go through. They are talking about closing my accounts and making me pay back the money the scammers stole from them. USAA sent me copies ofthe checks that will I attach. I also filed a police report with NY State Police. I need your help in trying to overturn their decision and get my XXXX payments back. ( XXXX ) XXXX. Call me if need be. I was trying to upload documents but the file was too big.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-28
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I just received my first letter from XXXX XXXX XXXX after being told my new account with XXXX XXXX has been suspended. I have never made a withdrawal, just an ACH transfer ( to be paid by a company for contracted work. ) USAA is stating that on XX/XX/XXXX I had an incident that led to a principal loss of {$3900.00} from account abuse. Never have I ever used USAA for banking. This is not me and I would like to settle this. There seems to have been 17 ACH transactions all dating to XX/XX/XXXX, all with transfers less than {$11.00}. I do believe someone has taken my information and manipulated it for their own wellbeing!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30168
Submitted Via: Web
Date Sent: 2022-10-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Trouble using the card
Subissue: Trouble using the card to spend money in a store or online
Consumer Complaint: I was issued a mastercard virtual prepaid disbursement card as a part of claim through XXXX and i am unable to redeem it in any of the online stores I would like if someone could tell me how can i use the money
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90011
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022 my account at USAA was hacked through the XXXX XXXX. The folks that hacked my account would deposit money into my account and then take money out for a total {$8000.00}. I notified the bank at the time of this as I was getting notifications on my phone of what was going on. Whom ever did this was also deposited checks into my account and therefore has caused me to not be allowed to use my account or be able to speak to anyone about my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: Default and Opportunity to Cure Template To whom it may concern ; This is in reference to your financial institution response to my CFPB complaint # XXXX Be advised that my complaint was not a request for verification or validation of the Consumer Credit XXXX which will be constituting a dispute. I respectfully requested your financial institution to Cease and Desist the sharing of my nonpublic personal information to nonaffiliated third parties, XXXX, XXXX, and XXXX. pursuant to 15 USC 6809 ( 4 ) and 15 USC 6809 ( 5 ). 15 USC 6801 - Protection of nonpublic personal information. 15 USC 6801 ( a ) Privacy obligation policy It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. I submitted my complaint on XX/XX/2022 through the Consumer Financial Protection Bureau, because of the unfair, and deceptive practices that USAA SAVINGGS BANK use against Consumers like myself. The provisions of 15 USC 6801 ( a ) state It is the policy of the Congress that each financial institution has an affirmative and continuing obligation to respect the privacy of its customers and to protect the security and confidentiality of those customers nonpublic personal information. I am attaching valid proof that your financial institution violated my consumer rights under the provisions of FCRA. I hereby grant USAA SAVINGS BANK, the opportunity to remedy this matter by doing the following things ; Deletion from all consumer reporting agencies Pay as per the attached invoice Respect my Rights as a Consumer Your financial institution USAA SAVINGS BANK, failed to respond to my request regarding the sharing of my nonpublic personal information to nonaffiliated third parties which is an infringement of my Consumer Rights. I will not hesitate to escalate this matter to a Federal Complaint if your financial institutions USAA SAVINGS BANK decide to ignore my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07501
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-26
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I applied for the mortgage on XX/XX/XXXX. Over the past two months, I have provided all of the documentation that USAA has requested and more. At every turn, they come back and say they are unable to approve my mortgage for one reason or another. I problem solve, come up with a solution, submit additional documentation and they repeatedly find new reasons to deny the mortgage. I have paid one extension fee of {$550.00}, tried escalating to a manager and I am still getting the run around. The most recent reason they have provided is that I do not have enough money in reserves. The documentation I have provided shows that I clearly have enough money in reserves. I am hoping by filing this complaint, that the CFPB can look into this and determine if USAA handled things appropriately,
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 337XX
Submitted Via: Web
Date Sent: 2022-10-26
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-27
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have a savings account with USAA that I can not access. I need a certified check because the bank no longer has branches in VA, I changed my cell number, and the authentication requires a security code be sent to the phone number in my profile. I have gone through the prescribed process of submitting my drivers license through the USAA.com/verify site 5 times and reached out to the bank for the past XXXX weeks. I need to make a payment and have not received help from the bank. I have an ATM card from the bank that does not meet their requirement for verification purposes because the card does not have the security code. I need to gain access to my account. I now have a URGENT need for funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20148
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A