Date Received: 2022-09-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received a letter in the mail today, XXXX XXXX, dated for XXXX XXXX stating that my checking, savings, and credit card with USAA will be closed because they are exercising their right to no longer do business per the depository agreement. I called and was told its because of negative news about me which Im not sure what this means or how that affects my ability to have a bank account with them. Im assuming its because of my criminal background, which has no convictions. Im looking for a thorough explanation on why my accounts are being closed and if this is a violation. Thank you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78665
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: I purchased credits on a social media company. Approximately four months a later, the company accused me of being genocidal and confiscated the credits. The company, XXXX, has no customer service and a history not just of this type of behavior, but ignoring refund requests. I filed a small claim against them based on that history. The judge all but directed me to use a chargeback. Enter USAA. Made aware of this, the company hasnt even been able to get the chargeback amount request correct. They are refusing to process the request alternately : A. I waited to long based on nothing. They knew as soon as I did that the company was refusing a refund or not as they refuse to communicate. B. It had to happen within 60 days of the charge posting. XXXX, any company can steal back its product at 61 or more and customers are XXXX. They refuse to communicate in anything other than vague terms, leaving just enough wiggle room in their deliberately vague terms to deny saying much of anything. What they are not doing is processing a charge back after a company stole their product back which is apparently the victims fault? When did banks get veto authority over the management of legitimate consumer transactions? When did they get to decide that customer can be robbed?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 02021
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This is a follow-up complaint from the cases # XXXX and XXXX Last night, I received an email notification saying that USAA is closing my account without providing any reasons to why they are closing my account. This morning, I called USAA asking why I am not able to access my account and I was told by customer service that my account is being closed for fraudulent activities. The bank is also blaming me me for the fraudulent activity I reported. The bank is saying that I willingly gave access to people I do not know and added people into my XXXX account. All of these accusations are false. It makes no sense for me to go as far as filing complaints and seeking legal actions if I was the one providing strangers with my access. I believe I have been my phone was hacked or cloned since this incident ; I have been receiving numerous scam calls. I am aware that unauthorized EFTs fall under Regulation E of the Electronic Fund Transfer ACT. The XXXX money transfers were not completed by me. On XX/XX/XXXX - Another person from XXXX, NC was hacked/scammed through XXXX, and the bank refused to help her until she went on the news. She was drained {$1700.00}. https : XXXX This is exactly what happened to me. My next course of action will be contacting the investigative new reporter. All I want is my money back so I can move on with my life. I am going to continue to fight for this and I will go as far needed to make sure I am treated right. Rather than USAA victimizing their customer, they should try to understand and better provide services. I have been using USAA since XXXX and this is how I am being treated. Unbelievable. Also, due to the fraudulent activity and the possibility of my identity being stolen, I am not able to use my Social Security to open another bank or even apply for a small loan so I can pay my bills. This has affected me significantly.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28590
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: My checking account was closed back in XXXX without proper notification. I received a digital letter informing me that my account was closed on the XXXX of XXXX but I wasnt notified until the XXXX that it was happening and that it was final. I feel this was very poor business etiquette and this has placed a hardship on my finances. My account was overdrawn for a while at the time but it was still a very manageable balance and I was still receiving VA payments in the account that will show on the last statement that I was getting the overdrawn balance back down.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98058
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-29
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: Hello, I have a lawyer and will be suing USAA for wrong doing of disputes. They tried to say it's my fault but this info is nit true at all. Also XXXX will not allow my husband to transfer his VA money into his acct which us ABSOLUTELY INSANE AND NOT RIGHT! THAT VA THAT WAS DEOOSITED THIS MORNING NEEDS TO BE TRANSFERRED ASAP. WE HAVE 4 CHILDREN AND DO NOT HAVE ACCESS TO THE ACCT. I will be having my lawyer contact usaa as well to get this resolve. USAA HAS ALSO BEEN IN THE NEWS FOR TAKING MONIES FROM ACCT HOLDERS. I will make everyone aware if Usaa and don't recommend them to anyone. It's not fair how they treat there customers
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30034
Submitted Via: Web
Date Sent: 2022-09-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: XXXX Account ACCOUNT # XXXX USAA FEDERAL SAVINGS B THIS ACCOUNT KEEP REAPPEAR ON MY CREDIT, I FEEL THIS IS BEING DONE ON PURPOSE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 291XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/2022, 14 unintended purchases were made from a mobile game downloaded from the XXXX XXXX XXXX and installed on one of our phones. These 14 purchases amounted to a total of {$780.00}, which we would never, intentionally, spend on a mobile game. Our USAA Debit card is setup on the XXXX XXXX XXXX so we can pay for several subscriptions and any other services. Unfortunately, we did not configure the security features in XXXX XXXX XXXX to ask for authorization, typically a fingerprint or password, before any manual purchase is made, since the owner of the phone is an adult. The family member who unintendingly made the purchases, fell asleep with the mobile game running, and part of her arm was touching the screen, which touched the coin package purchase button within the game, which is readily accessible, several times, and since there were now purchase authorization prompts, they went right through. I only noticed once I started receiving notifications on my phone about all the transaction taking place in succession. When I went to ask my family member about it, I noticed she was asleep and what was happening with her phone and mobile game. Immediately on that same day, we reached out to XXXX to try and have the transactions cancelled and refunded. We submitted the information they asked for on their XXXX XXXX refunds website while we chatted with a XXXX representative online. I also sent an email to the developer of the mobile game ( XXXX XXXX ), and they told us they can't process refunds and that we would have to do it through XXXX. The same day, XX/XX/2022, we called USAA and explained how these unintentional purchases happened, and they opened a dispute case. A day later, USAA refunded all the 14 purchases, which amounted to {$780.00}. Fast forward to XX/XX/2022, we noticed a charge from USAA that was not expected by us. I saw that this charge was a dispute credit reversal, which was for one of the unintentional purchases made back on XX/XX/2022. I called USAA 's customer support number and asked about the unannounced {$99.00} charge they made. When I asked more details about the charge and dispute, I was told that they found no errors in the transactions mentioned in the dispute and therefor, the amount they had refunded to us was going to be removed from my account within a week, which is XX/XX/2022. We asked for the dispute to be reviewed and that we did not agree with the final decision. I also explained what happened again and made sure they added the notes to the dispute in case it was not clear. No matter how much I tried and explained what happened, they said that they will still remove {$780.00} from my account. It didn't matter that the final decision is being reviewed, they will still take the money out of our account. I asked if there was anybody in USAA, a manager, director, anybody I could talk to, but I was told there wasn't anybody and that the person reviewing the dispute doesn't take direct calls. I was told a decision on the review will be communicated to us between 5-10 days. Interestingly, right after talking to USAA, we talked to a XXXX representative today, XX/XX/2022, and explained what had transpired with USAA. XXXX told us that they see all the 14 transactions as cancelled and that USAA shouldn't have processed any charges to our account. The XXXX representative created a case and set it as high priority so they can investigate and hopefully have an update before XX/XX/2022, which is when USAA is planning to take the money out of our account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 91303
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/22 I tried to use my USAA debit card but the payment was declined. I looked at my account info through the mobile app and it was account info unavailable which i thought could have been due to a system error. I checked again on the morning of XX/XX/22 and when it still said the same thing, I called and was informed that due to me not sending them requested documents that they were closing my account and started the process on XX/XX/22. I was only ever informed one time in late XXXX through a mailed letter and an email. I receive hundreds of emails a day and rarely go to my mailbox, so its very easy for me to miss a single letter. Yet USAA never reached out to call about the documents, which if they had I would have sent it to them on time, or to even tell me that my account was being closed. A representative informed me that the only way to resolve this issue is to open a new account with them. After this experience, I decided to no longer use their services as my trust in them is gone. If USAA would have properly communicated this with me, this issue would have never occurred. It is very unprofessional for a financial institution who services thousands of people to treat their customers this way.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30309
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Wed, XX/XX/XXXX - USAA put our accounts ( XXXX of them ) in " credit only '' status, essentially freezing use of the accounts. They claim this was initiated by their fraud team. I called that day and was told by XXXX XXXX that I would have a response or my accounts would magically be unfrozen within XXXX business days. XXXX XX/XX/XXXX - wait ( they say they can not do anything more until XXXX business days have passed since the request was made ) XXXX XXXXXX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait ( though XXXX of the XXXX accounts have been cleared ) XXXX XXXXXX/XX/XXXX- I call Member Resolution to inquire and they " submit another request to the fraud dept '' and tell me I have to wait XXXX MORE business days XXXX XX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait XXXX XXXXXX/XX/XXXX - wait ( though I did call Member Resolution again anyway and got nowhere ) XXXX XXXXXX/XX/XXXX - I call and am AGAIN given NO information and am told to wait XXXX more days. XXXX XXXXXX/XX/XXXX - XXXX withdrawals are being bounced, checks are bouncing, etc. Furious, it has been XXXX full weeks, so I call again today. After XXXX minutes on the phone with a " XXXX XXXX '' expert ( my XXXX one ), I am again told that there is nothing they can do except submit an electronic request for the fraud team to resolve it " within XXXX business days ''. There is supposedly no way to put me in contact with the fraud department, and they will not let me talk to a supervisor or someone " higher '' up the chain. They claim the fraud department works first-in first-out, but that is clearly not true since XXXX of my accounts were unfrozen within a few days. I have had no access to my primary checking account and my son has had no debit card for XXXX days.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: KS
Zip: 662XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-09-28
Issue: Communication tactics
Subissue: Called before 8am or after 9pm
Consumer Complaint: On XX/XX/2022, I took USAA Federal Savings bank to court because I was mislead by one of their travel agents. The price I actually paid did not match the price quoted on the phone. I won the case. I was awarded {$740.00} in debt and court fees plus 6 % per year in interest from XX/XX/2022. USAA has not paid their debt to me. They had 15 days to appeal in court, and they did not appeal. No phone contact between myself and the company has happened. XXXX XXXX XXXX XXXX, XXXX, VA Case number : XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 201XX
Submitted Via: Web
Date Sent: 2022-09-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A