Date Received: 2022-10-27
Issue: Other transaction problem
Subissue:
Consumer Complaint: XXXX checks were sent to pay my XXXX accounts with a local utility company. I set up both payments to arrive via paper check ( the only option available ) the day prior to the due date. Both checks failed to arrive on time and I was assess a late fee for each account. This has happened in both XXXX and XXXX of 2022. I called XXXX XXXX at USAA ext XXXX who responded to last month 's CFPB complaint in an attempt to process the refund of the new late fees in an expeditious manner. She left me a voicemail telling me she was unable to help and to try the Chat feature on USAA. I have spend nearly an hour attempting to explain the problem to the chat representatives and have been unable to yet reach a solution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 397XX
Submitted Via: Web
Date Sent: 2022-10-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-25
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: i was scammed on XX/XX/22 to transfer {$1000.00} to a scammer through XXXX. I was under the impression i was posting a bond payment, but it turned out that it was a scam. I did contact my bank USAA right after I realized i was a victim of scam, but they are refusing to refund the amount. some of the facts : - amount {$1000.00} - i did not transfer funds willingly as i was scammed/coerced to do so- i did attempt to retrieve the funds through my bank USAA, but they refuse to do so
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18360
Submitted Via: Web
Date Sent: 2022-10-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Previous complaint sent to USAA. Acknowledged they had received and were sending to office of CEO. However this is not moving in an immediate manner. My phone has been disconnected, my bills need paid. I can not go to my doctors nor feed myself and my animals. I suffer from a XXXX XXXX and USAA has every right to close account due to my mistakes, however they do not have the right to withhold my only source of income ( SSDI ) nor do they have the right to inflict pain and suffering on my part. The bank suffered no lose of funds, nor did they suffer any damage
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-24
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: Received a 0 % APR until XX/XX/2023 on balance transfers in XXXX from XXXX. I received their cashier checks to make the withdrawal and use the money to pay off the other credit card. The withdrawal for the balance transfer I made was for {$4500.00}. I continued using my card to pay for items, and paid down to {$4500.00} to make sure I don't get hit by any additional interest on anything above the promotional balance. I paid down the amount to {$4400.00} to ensure that this wouldn't happen again and that I have some buffer between my promotional offer and the rest of my usage. On XX/XX/XXXX I still got hit with interest rate even though I was under my promotional balance of {$4500.00}. I called USAA and spoke to a representative and he confirmed everything was good on his end and he didn't know what caused the interest fee. So he had it removed completely. Now a month later XX/XX/XXXX and I am still getting hit with an interest fee. I spoke to representative today at USAA, XX/XX/XXXX, and they claim they now can't find any agreement we have made nor any balance transfer promotion even though I still have the original email which they can't seem to locate at all on their end. This is an extremely shady business, and this isn't the first time they add fees or interest on promotional offers. They had to settle out of court a few years ago for the exact same thing and now they are still doing it and it is incredible to me that they are being allowed to get away with this.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: UT
Zip: 84123
Submitted Via: Web
Date Sent: 2022-10-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-23
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX, I deposited two large checks that I had received from XXXX ( XXXX XXXX XXXX XXXXXXXX XXXX ) from my XXXX ( XXXX XXXX XXXX ) into my checking account at USAA. USAA no longer has an actual bank that one can go to ; everything has to be done either by mobile app or through an ATM. I deposited these two checks, which totaled just over {$99000.00}. USAA immediately closed my checking and savings account and my son 's checking and savings account and denied access to all of our accounts. At the time that I deposited the two checks, I had {$22000.00} in my checking account. USAA said that the checks were fraudulent b/c XXXX had misspelled the first letter of my first name and for " other reasons. '' I replied that they had cashed three other checks by XXXX with the same misspelling with no problem, but their response was that the checks were " fraudulent '' this time b/c of the amount. A week ago, they lifted the freeze on my savings account and my son 's checking and savings accounts, but not on my checking account. They also informed me that they were " no longer terminating services with me '' and that they would lift the hold on my account " soon. '' However, I did not hear from them all of last week, and they also reinstituted the hold on my savings account and my son 's checking and savings accounts. I have changed the direct deposit for the various sources I receive income from, but those will take a few weeks to a few months. In the meantime, over {$6000.00} has been deposited into my account, including my paycheck from work, but USAA still denies me access to those funds. My current balance w/o the two checks that I deposited is {$26000.00}. I have been w/o any of my money for almost three weeks now with no end in sight. I am a widow, as my husband was a XXXX veteran who XXXX XXXX XXXX I still have XXXX children at home that I am caring for. I work XXXX and am unable to devote my entire day trying to get this resolved and gain access to my money. I have already opened up a new checking account at another bank, but it is not doing me any good right now when the direct deposits will not change right away, and I still do not have access to my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-10-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Managing an account
Subissue: Deposits or withdrawals
Consumer Complaint: I have been banking with USAA for over 10 years and the customer service I have received on XXXX has been incredibly unhelpful. I deposited my check for {$1000.00} on XX/XX/22 and a little over by half of it the bank is holding and keep hostage for a week. Ive expressed to 3 customer service representatives that I need it released due to me having bills that need to be paid, and all the could offer me was reading directly off a script. Theyve all expressed that theyre committed to building close relationships with tiger members, however that is not the case. None of them cared that I have bills to pay. Im essentially just supposed to deal with it. Im tired of having more than half of my check being held hostage by USAA. The worst part is that they dont consistently hold my checks. They pick and choose when they want to do it. I want better from then.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 358XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Improper use of your report
Subissue: Reporting company used your report improperly
Consumer Complaint: USAA was sent a certified copy of a letter to validate the debt that they say I owe. The amount of the debt is {$6500.00} and it is reported as a charge-off on my consumer report, to this day the account is being reported late with missed payments also no XXXX form was sent to fill out, As Defined By The IRS : Even if you didnt receive a form XXXX, you MUST report the canceled debt as gross income on your tax return. The IRS clearly defines a charge-off as gross or ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT! By definition, the IRS clearly says a canceled debt or charge-off is income. The reporting of this account as debt is inaccurate I gave them 30 days exactly and no response was given within that time frame. I then sent a notarized copy of my cease and desist letter demanding they remove the account from my report within 10 days being that I had not been shown any validation. The cease and desist letter allotted them 10 days to remove/respond to the letter. Again, no response and no removal. Certified tracking # XXXX They are violating my rights under 15 USC 1681 s-2-Responsibilities of furnishers of information to consumer reporting agencies 15 USC 1681 section 602 A-states I have the right to privacy 15 USC 1681a Section 2-Definitions ; rules of construction/Exclusions 15 USC 1681b-Permissible purposes of consumer reports
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 387XX
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-22
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: XX/XX/XXXX around this time of 2021 I opened a checking and savings account with USAA, prior to me leaving for XXXX XXXX training on XX/XX/XXXX. I set up my direct deposit with my XXXX shortly before leaving for XXXX. After I graduated on XX/XX/XXXX I realized my account wasnt accessible. I called the bank and revived the same answer multiple times saying that they no long want to do business with me. After months and months of them telling me the same thing the only thing new I learned was that my account is under review and they cant tell me why. The only physically bank is in Texas and I live on the XXXX XXXX. Its going to be a year since I havent been able to access the funds in the account that has nearly {$3000.00} in it. I asked then multiple times to close the account and send the money back to where it came from if they no longer wanted to do business with me and they refuse to do so.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28227
Submitted Via: Web
Date Sent: 2022-10-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
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: I filed a credit card dispute claim with USAA on XX/XX/XXXX for {$790.00}. The merchant in this case was a mechanic called XXXX XXXX XXXX XXXX XXXX. They had my car a total of 4 times for an issue with my coolant system. The 4th time they determined it was a bad water pump and needed to replace it. I paid {$790.00} for the work and after getting my car back it broke down the very next day. They did not correctly reconnect the fill hose that sends the coolant to the engine, which caused my car to overheat and I broke down. I called the merchant ( XXXX XXXX XXXX ) that morning 3 times, 2 times the next day, a few times a couple days later, left several voicemails, with no answer. I only got a call over a week later stating I could bring the car back and they would fix their mistake. By that time 1. ) it was already too late and 2. ) no one in their right mind would bring a vehicle back to a mechanic for a 5th time for the same issue. So basically, I took my car somewhere else because I no longer trusted XXXX XXXX XXXX and they were not picking up my calls. My new mechanic informed me of XXXX XXXX XXXX 's negligence and incompetence. USAA denied my credit card dispute case because they took XXXX XXXX XXXX 's original statement at face value. XXXX XXXX XXXX ( the service managers name is XXXX XXXX XXXX stated that I only brought my car their twice, that the fill hose not being reconnected properly was not because of them and that they never heard from me again. All of these things were a lie and I provided USAA with a 3 page letter and 19 pages of supporting documentation including call records, tow records, text messages and pictures of my vehicle to disprove XXXX XXXX and XXXX XXXX XXXX XXXX lie. My credit card dispute was rejected because USAA said " the merchant offered to fix their mistake ''. I said that is ridiculous because at what point does their work not constitute neglect? And if they don't call me back for over a week am I supposed to sit at home, not go to work and wait for them to fix my car? USAA did not have a good answer. The final time I called USAA they told me they were going to have someone call me back to rectify this. I waited for that call and it never came. I am requesting that the Consumer Financial Protection Bureau get me my refund of {$790.00}. You can call me at XXXX if you want more detailed information regarding this case. USAA has not only been negligent in defending me in this case but I believe their actions to be criminal. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 18901
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-21
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: I had an auto loan through USAA and I sold the car to XXXX at the beginning of XXXX. XXXX sent a check to USAA to pay off the loan on XXXX XXXX, 2022. There was an extended warranty and service plan that was canceled at the time that I sold the vehicle so two more checks were sent to USAA for the balance of those plans. I called USAA XX/XX/2022 and told them 2 more checks were coming, 1 for {$380.00} and another for {$730.00}. The member services representative told me they would transfer the overpayment to my account when they received it. I called again on XX/XX/2022 to check on the status, and they said they sent the checks back to XXXX. When I called XXXX on XXXX/XXXX/2022, they showed that USAA had actually cashed the checks on XXXX/XXXX/2022. I called USAA back the same day, and they said they would research where the money was and deposit it in my account or call me back. I never heard from them. I called back on XXXX/XXXX/2022, and they said another department had cashed the checks but when I asked to speak with that department, I was told I could not speak with them. However, they advised that they had sent new checks back to XXXX. I asked to be provided copies of the checks so I could go back to XXXX to get my money. They said they would get me copy with in a couple days but again I never heard from them. I called again on XXXX/XXXX/2022, and was on hold for over 45 minutes and ultimately transferred two time ( each time having to re-tell my story ) and they said the insurance department cashed the checks and sent new ones back and there wasn't anything I could do. I asked for copies of the checks again and they said they didn't have copies. What kind of bank doesn't have copies of their checks? They told me again they would escalate the complaint and call me back. They have lied repeatedly and refused to give me my money or prove they don't have it. I asked to speak to a supervisor or someone in the " insurance department '' but was again told there was no one else I could speak to. It has been months they have held {$1100.00} and failed to help me or even call me back. I called XXXX today, XXXX/XXXX/2022, and they said they received one of the checks today which means USAA did not send it back when they originally said they had and only did it after lying to me the last time I spoke to them. The second check still has not been received by XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21114
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A