Date Received: 2022-10-20
Issue: Closing your account
Subissue: Company closed your account
Consumer Complaint: See Attachment A from previous CFPB Complaint. USAA Closed Credit Card Account ( Stated that it wasn't reported to Credit Bureau 's ) However it was report to Credit Bureau 's per Attachment B & dropped my Credit Scores & negatively impacted my Credit History " Age Length ''
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 401XX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I noticed a big problem with the information USAA provides to me to manage my checking account. USAA provides an available balance for the account holder to know what the amount of money remaining in their account. If the scheduled transactions ( another field on USAA portal ) are subtracted from the available balance I should know what funds I have remaining in my checking account that can be used to pay bills. Unfortunately, that is not the case on USAA portal. If the XXXX XXXX is used to pay bills online, and a bill is not paid electronically ( i.e. by check ), even though XXXX shows the bill as a COMPLETED transaction, the amount of the payment does no show up either in SCHECULED TRANACTIONS or in AVAILABLE BALANCE unless the receiving vendor has deposited the check and it has cleared the bank. So the word COMPLETED does not actually mean in the common usage of the word COMPLETED. I recently made a large withdrawal from my USAA checking account. I was flexible on The amount of the withdrawal and based it on my AVAILABLE BALANCE less my SCHEDULED TRANACTIONS. I could have made my large withdrawal for less money had I known that a {$7000.00} check to the IRS issued a month earlier was unaccounted for, even though this transaction showed a STATUS of COMPLETED. As such USAA returned the check NFS, because my account balance was insufficient. This problem would never have occurred if the information on USAAs portal was complete and reliable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I made a credit card payment for a repair on. It was authorized XXXX XX/XX/2022, but didn't post to my account until XXXX XX/XX/2022. I was told by multiple agents for USAA that what I am asking for is a dispute and not fraud. I told them the difference between the two but they were insistent that what I wanted to file was a dispute. One of the agent even told me that they are authorized to handle credit card fraud and every single one of them were adamant that I wasn't aware of the difference. One even told me that he was reading from the script. They all kept asking me personal questions that were not on their computer screen and making their own assumptions and what was is was not fraud. I am also missing my statement from XXXX XX/XX/2022 and the reasoning behind it was I had a XXXX balance. I know that even when there is a XXXX balance I am still supposed to receive my statement. They can not see the statement from their end so that means someone deliberately deleted/did n't post my statement intentionally. Every single representative I spoke with told me I was being unprofessional, told me I needed to watch my tone with them and even hung up on me because I refused to allow them to file a dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78244
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XXXX XXXX I was scammed due to people posing as USAA agents who got into my account and illegally transfer $ XXXX into my account and withdrew XXXX XXXX dollar checks out my account. Then USAA came and saw the funds return and left me $ XXXX in debt and they are trying to say it's my fault.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ND
Zip: 58703
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Fraud or scam
Subissue:
Consumer Complaint: On the morning of XX/XX/2022 I posted a sofa for sale on XXXX XXXX for {$600.00}. I was contacted by a man named XXXX XXXX. He asked the condition of the sofa and stated he was good with the price. He also stated he would send me the money through XXXX and his brother would be picking it up. The he proceeds to tell me that somehow XXXX took his payment twice and the only way to resolve the issue was if I sent the money back to him so they would release the total sum. At the same time I received an email from what appeared to be XXXX stating there was an overpayment and I would need to transfer {$350.00} in order for them to release the funds. After receiving the email, I believed this was just a hiccup, so I transferred the money. I provided proof once the funds showed as sent and then he proceeds to tell me XXXX now took a total of {$1300.00} from him and requested I send it back. I stated I received no money and I wasn't comfortable with where this was going. I then reached out to USAA since I used XXXX through their app. I believed since my bank was promoting this company, chances were great it was a trusted site. Especially with USAA. Once I told the gentleman that I believed this as a scam and I responded to the last email from XXXX, the person became hostile by XXXX XXXX ( which he was aloud to delete without my permission, alothough I have some screen shots ) and also through the " XXXX '' emails. The representative at USAA told me not to worry, go have a cup of coffee and all would work out. I was never told that rarely they get the money back or that I should report it to any other entity. On XX/XX/2022 USAA sent me a document stating they were not able to stop the transfer, could not receive the funds and the other bank was refusing to reverse it. Although I have all the proof showing I was scammed. How can a bank promote an app without protecting it's members? How is this legal? How is it legal that XXXX itself won't even allow you to report fraud or a scam? I am begging for help. I can't imagine how many other people are experiencing the same situation. The contacts I had from the scammer were XXXX XXXX on XXXX and XXXX XXXX - email : XXXX - XXXX XXXX XXXX ID : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 808XX
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: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On XX/XX/2022, While running my credit report I found a fraudulent card that I have never opened up or an account that I have never held. It says that the card was opened on XX/XX/2022 with a {$20000.00} limit and {$10000.00} was charged.I have never opened this account, and I do not have an account with USAA. I need to know how to get this fraudulent activity off of my credit report. I called the company USAA at ( XXXX ) XXXX and they said they would get back to me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 96003
Submitted Via: Web
Date Sent: 2022-10-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-20
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: For years we had our accounts with USAA ( United States Auto Association ) setup to pull overdrafts from our savings account. If for some reason we did not have enough money in our savings account the money would be applied to a credit card. Within the last two years we have been hit with NSF fees even when money was in our savings account. They have also stopped drawing from our credit cards opting to instead bounce the transaction and then charging us a {$29.00} free. They say nothing has changed but we never got hit with fees until XXXX. The latest transactions occurred XX/XX/XXXX incurring a {$29.00} fee. Something that they also do is they will send checks to the company that we are trying to pay and when that check bounces they hit us with a bounce check fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 63026
Submitted Via: Web
Date Sent: 2022-10-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
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 needed to dispute a credit card transaction for services not ad described and/or services not delivered. The original transaction date was on XX/XX/XXXX in the amount of {$6000.00}. The date which I learned the services were not as described and/or not delivered was on XX/XX/XXXX. I contacted my financial institution USAA to dispute the transaction and was told they generally can not dispute transactions beyond 60 days but would do so if I submitted my request in writing. I submitted my dispute request in writing as instructed, and was informed that they would not proceed further due to the transaction elapsing 60 days, which contradicts entirely how they advised me initially. I asked for clarification into why this was the response given and was furnished no credible information. Doing my own research, I discovered via VISA ( credit card ) guidelines that the time limit is 540 days. Per VISA literature : The issuer can pursue a dispute as the original services were not rendered using Dispute Condition 13.1 Merchandise/Services Not Received. The time frame would be 120 days from the expected services ( not to exceed 540 days from the transaction processing date ). USAA refuses to acknowledge the terms and services of VISA as the issuer, refuses to issue a dispute despite clear guidance.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 14150
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-19
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: A check was deposited by my girlfriend and it came back as altered/fraudulent so the bank said they were closing the account. That is fine, however they are holding my funds for 60 days. This is unexceptionable. The funds deposited in the account are from SSDI and are federally protected. This is my only form of income and holding them will cause undo and unnecessary suffering on my part, no food, no gas, no bills being paid, and phone already suspended. If I read the law correctly they must make available at least 2 months of SSDI payments which are direct deposited into account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 492XX
Submitted Via: Web
Date Sent: 2022-10-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-10-18
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We had a hacker call from our usaa bank number on XX/XX/XXXX, claiming they were from the fraud department and they see fraudulent charges on our account, went over the transactions with my husband using his personal info as a representative would usually only have and gained access to our checking and savings account wiping out over XXXX. We instantly called usaa after the phone call realizing it was fraud, after 5 days they gave us back the XXXX in our savings but not the checking account for XXXX. We have been calling almost daily trying to recover our funds that were stolen and is not looking promising. Completely at a loss with a bank we have been banking with for over 15 years.
Company Response: Company believes complaint is the result of an isolated error
State: NC
Zip: 284XX
Submitted Via: Web
Date Sent: 2022-10-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A