Date Received: 2022-07-06
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: On XXXX XX/XX/XXXX, I was awarded a judgement against USAA in the amount of {$5100.00} plus {$52.00} in filing fees, with interest from the judgement date, for monies fraudulently taken off my credit card, XXXX XXXX ( Virginia ) General District Court case number XXXX. I sent the judgement to USAA on XXXX XX/XX/XXXX and they received it on XXXX XX/XX/XXXX. USAA has failed to acknowledge or pay the judgement with associated interest. This judgement comes from filing three separate cases in court. The second made it to trial where USAA was represented by a lawyer who had the case dismissed based on the statute of limitations. As I was not privy to the statute, I could not properly respond. I researched the statutue, found that it had not expired, and subsequently refiled the case. The monies were fraudulently taken off my credit card in XXXX by my ex-wife while I was visiting my XXXX father. Tens of calls and letters were made and sent to USAA in an attempt to find out what had happened. In XX/XX/XXXX, USAA admitted they gave my ex-wife access to the account without my permission or consent, stating it was a " family matter. '' This is the second complaint I have made to the CFPB regarding USAA, the first was on XXXX Augusst XXXX, complaint number XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22102
Submitted Via: Web
Date Sent: 2022-07-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Fraud or scam
Subissue:
Consumer Complaint: The spoof usaa number called me and they hacked my account to wire transfer XXXX to themselves
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 923XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: During the course of a seven year period starting in 2012 USAA Federal Savings Bank portrayed a simple interest bearing deposit account of approx. $ XXXX as an investment account. This was years before XXXX XXXX merged with USAA. The reason I am reporting this egregious violation is 2-fold. Each time I made a withdrawal from the account USAA would apply a 10 % penalty in addition to the withdrawal. These funds were accumulated with taxed dollars. As if the 10 % penalty wasn't bad enough, USAA would issue a 1099 that captured the specific amount of the withdrawal with the footnote of reporting the transaction to the IRS. As I mentioned, these funds were accumulated with taxed dollars and the 1099 was intended to raise my tax bracket with taxed dollars from a simple interest bearing deposit account being pertrayed as an investment account. This act went on for seven years. I have the 1099s along with account statements and I'm sure USAA does as well.
Company Response: Company believes the complaint is the result of a misunderstanding
State: MD
Zip: 206XX
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-06
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: I started services with XXXX and I was charged for a kit, and there was a set date where my monthly order would run. I contacted XXXX after finding out it was a pyramid scam and this was after they ran the monthly payment too soon when it was not authorized. I was provided 2 return labels by them and was provided a refund processing time frame which has now been exceeded by weeks after the returns were received. I filed a dispute with USAA in which I feel they are continuously not properly investigated or handled. I received a response after USAA asked me to provide additional proof I supplied documentation that shows the date that the monthly payment was authorized for was not followed also all tracking return info ordering info and the confirmations that show all orders have been received by the vendor with their return labels as of XXXX they have had the item still no refund. USAA sent me a notice on XX/XX/22 stating the transaction was authorized therefore they are once again reversing the provisional credit, and once again siding with the merchant who has the money also merchandise. This vendor attempted to debit my account twice after this was canceled USAA provided no support. They do not actually investigate anything so this means I am out of another {$250.00} this continues to be a trend for USAA in my personal experience there has not been one instance where they used any of my supporting documentation to make a just decision. I would like an explanation of how this continues to be the case, and how we can support merchants keeping merchandise also customers ' money which means I apparently am able to donate because there is nothing I have received out of this transaction also every month my account has been tried for a shipment of the returned items. I am so disappointed as a member.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32073
Submitted Via: Web
Date Sent: 2022-07-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Struggling to pay your loan
Subissue: Denied request to lower payments
Consumer Complaint: I have called numerous times to try to lower my monthly payments and also even trying to get a deferment for that month that I had a late payment of {$540.00}. I talked to the CFO asking about getting the late payment removed due to it already being past two years and also due to trying to get my family a home. She sounded confident that if I filled out the forms to get the late payment investigated into that I would be okay. I tried to send a goodwill letter after the payment had already been made two years ago but the letter was sent back to me. The only thing that they could tell me was that I was denied without even thoroughly explaining why except they had to report the findings but even trying to explain that the payment had already been paid and in hopes of a good will letter nothing could be done. In addition to asking for lower payments that I can barely afford.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76123
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I entered an online bill payment using my USAA checking account. The check cleared but the payee said they did not receive the funds. I contacted USAA and I have spent several HOURS on 4 different calls trying to get help. Their first resolution was to put a stop payment, but I explained the check had already cleared my account ( the lack of training of USAA personnel is appalling ). Finally I got someone to file a dispute form on XX/XX/27, and was told I would be notified within 3-5 days. On the 6th day, I called to try and find out what the status of my dispute was, and I was told that I was " min-informed '' ; that it would be 10 days ( even though my 1st call to USAA was on XX/XX/XXXX ) - apparently nothing was done as a result of that 2.5 hour call. This should be a simple process of returning the check as a late return for forged endorsement to XXXX ( it is clearly stamped on the back of my cleared check ) and then crediting my account with the stolen funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 227XX
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-05
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2022 funds transferred {$5000.00} XX/XX/2022 funds transferred {$5000.00} XX/XX/2022 funds transferred {$5000.00} XX/XX/2022 funds transferred {$5000.00} USAA can not tell me anything about these transmissions or where they went. These transfers were authorized by USAA with only {$270.00} in my account to begin with. As a result my acct has been closed and USAA has taken another VA XXXX check from me to off set the negative balance. I am now XXXX, no longer have a job, unable to purchase the meds I require for my mental illness and have ultimately destroyed my life in the process. With absolutely no evidence of wrong doing on my part.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32080
Submitted Via: Web
Date Sent: 2022-07-05
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have several bank accounts with USAA including XXXX that I share with my son and one I share with my sons father which is used to transfer child support payments and cover purchases for my son. On XX/XX/2022, I attempted to withdraw cash and the ATM said I had insufficient funds which I know is incorrect because I had just checked the account the day prior. When I tried to contact customer service using the chat feature it did not show that the accounts existed and said I did not have any accounts with USAA. When I attempted to call, I was immediately transferred to another line without explanation to speak to a XXXX and have thus far been on hold for XXXX hours waiting to find out what the issue is. I have received no communication whatsoever from USAA about why this is happening and can not access my funds or any accounts. It is clear based on the hold time they are aware there is some problem, and I feel it is wrong to withhold access to all of a customers resources without explanation. It would be appropriate to send a electronic notice, text message or other communication letting people know if there is a technical issue or any other reason their funds can not be accessed. This problem is very bad timing over XXXX of XXXX weekend when many families are traveling and the fact that USAAs customer base is the military and veterans makes it all the more appalling. As a XXXX veteran of XXXX and XXXX, it feels like a slap in the face to be treated this way by a veteran-friendly bank over XXXX of XXXX weekend.
Company Response: Company believes complaint is the result of an isolated error
State: WA
Zip: 984XX
Submitted Via: Web
Date Sent: 2022-07-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: As of Thursday, XX/XX/2022, I am unable to access my checking and savings accounts, via my cellphone, when I dial the XXXX customer service number at USAA ; in that the portion of the automated message that would normally prompt the caller to key in their phone pin or their member number, is completely missing, when I call customer service; and instead, I am forced to wait on the phone for the USAA customer service rep, to provide me with my balance or to transfer monies FOR me, from my savings account to my checking account or vice versa, which I FULLY capable of doing MYSELF! But EVERY month, around military pay day ( for retirees ), a NEW problem arises, involving MY bank accounts, at USAA, that USAA SHOULD be able to RESOLVE, ITSELF, without me having to file another complaint with the Consumer Finance Protection Bureau.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90810
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-07-02
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: USAA has stated that my account was paid late XXXX time ; XXXX days. After talking to many customer service reps, I was finally told on XX/XX/22 that USAA has had issues with their computers resulting in false XXXX day late payments. I was informed to dispute these with the credit bureaus. USAA did not investigate or fix the issue. ( XXXX day late payment on ALL XXXX of my credit reports ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 333XX
Submitted Via: Web
Date Sent: 2022-07-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A