Date Received: 2022-05-25
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: I feel USAA is punishing me for a XXXX bankruptcy filed in 2019. USAA will NOT activate my bill pay feature on a NEW checking account. They say because I had a debt with them they will not activate the bill pay feature with newly established account. I tried to work with the executive offi e but they wont do anything. Their decision is punitive in nature.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 970XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I called on XX/XX/XXXX to discuss why there were reversal charges from USAA on my account. I was talking to a representative and was hung up on and not called back. I tried to call back again and was hung up on, again. I finally reached someone and explained how I had contacted USAA about fraudulent charges, been credited twice, only to find on XX/XX/XXXX that my account had the credits reversed ( X2 ). I also explained that USAA never reached out and that I was confused as to what was happening. The agent said they would be right back and placed me on hold for 48+ minutes for what should have been a simple explanation. We were then told that we didn't report these in a timely manner " per the guidelines '' when we were told when we were filed we could do it anytime. They also said nothing had been sent out to us yet. But yet chose to take back our funds anyways. Why would they close and reverse our funds over a timeline when we were told there is no timeline? They then said that our credits were done on different days and processed on different days even though we did this all in one evening. I asked why this was done across multiple days when we did this in one evening. They could not provide an answer for us. I then asked why this was happening with our charges across the board and with the fraud department that it makes it impossible to keep up with our home finances when our personal charges and even the company can't keep the dates right on their end. No explanation could be provided by the agent. I'm frustrated that USAA can't even provide an explanation for how their system is recording transactions and order transactions. They seem clueless about how the system is processed and can not explain it to their customers. This is unacceptable behavior by a bank when it is their job to manage funds. I have no next steps and I am at a complete loss.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX I made a transfer from my XXXX XXXX XXXX account ( XXXX ) to my XXXX checking account ending in XXXX. That transfer properly made it into the XXXX account the next business day XX/XX/XXXX. I did another transfer on XX/XX/XXXX from my XXXX to XXXX for {$630.00}. I noticed after about a week this particular transfer never showed up in the XXXX account. I made my first contact with XXXX on XX/XX/XXXX who instructed me to make a dispute for the missing transfer. I followed their guidelines and did the dispute through XXXX. Within a day the dispute was closed with XXXX stating that I would have to contact XXXX to fix the missing dispute. I called XXXX that same day, uploaded my statements that showed I had more than enough funds in the account to succesfully make the transfer. XXXX even provided me the 15 digit reference number for this transfer. They instructed me to provide this information to XXXX and I did. In the meantime, to keep our checking account with XXXX from being negative I initiated another transfer XX/XX/XXXX for {$310.00}. The same problem happened with this transfer and it never made it into the XXXX checking account. I contacted XXXX immediatly to open another dispute. At the time I was not sure what the proper protocol was so I was in contact with both Banks. I provided XXXX with the 15 reference number for this transfer. Within a few days XX/XX/XXXX. XXXX had refunded me those two missing transfers after I uploaded supporting documentation and statements highligting the missing transfers, dates and how they never appeared in the XXXX account. On XX/XX/XXXX and XX/XX/XXXX XXXX penalized the account for the two amounts I had disputed ( {$630.00} and {$310.00} ) they took these amounts out of our XXXX checking account without any reason. This in turn put the account in the negative.XXXX claims XXXX needs to fix this issue however XXXX has honored there role and reimbursed my XXXX for the two missing transfers, a representitive claims that since XXXX 's system penalized our account for those 2 amounts then XXXX would need to honor their mistake and correct it. I have been fighting with them to fix this but they keep saying I am liable even though I have supporting documentation to highlight their error.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-06-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: USAA SVG BK XXXX XXXX XXXX XX/XX/22 RE. We have disputed this account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07093
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I've been having increasing problems with USAA over the past 6 months. I've banked with them for over 20 years and never had problems with them reorganizing transactions or flip-flopping transactions back and forth between " pending '' and " debited '' until now. I've made multiple purchases, had the funds in my account with no pending charges, and woken up the next morning to a negative balance and multiple NSF fees. At times, charges will completely clear my account only to go back to pending days later. It's impossible to keep up with my banking at this point and they keep hitting me with fees when there have been funds to cover the purchases in the first place.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-25
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: In XXXX we contacted USAA about charges on our account. They were from a subscription that I had canceled but they were still charging us. We talked to some wonderful representatives ( who also refunded us OVER {$1000.00} in NSF fees from the bank reordering our transactions... see other complaint ). We found over XXXX times our card was used without authorization from this company and at the time had XXXX credits placed on our account of {$79.00}. Fast forward to XX/XX/23 and after no contact from USAA about the investigation or asking for documentation, we get hit with XXXX charges of {$79.00} labeled as temporary credit rev. What happened to talk to your customers? What happened to communication?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 223XX
Submitted Via: Web
Date Sent: 2022-05-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: On XX/XX/XXXX a scam caller stole all of the money out of my USAA checking and savings accounts, a total of {$4700.00} and {$20.00} wire fee. They called from the USAA customer service number and texted me verification codes from the USAA automated text number and emailed me official USAA documents saying that someone was trying to steal money from me. They moved {$3400.00} from my savings account into my checking account, then wired out everything but the {$20.00} for the wire fee. I reported the event on XX/XX/XXXX when I realized what had happened. The USAA banker I spoke to on the 14th filed a financial crime report and took no further actions. I called back on the 15th asking for clarification on what I should do and what I should expect the bank to do. At this time, I was told that I was supposed have been transferred to the security team the first time I called but was not offered an explanation for why this didn't happen. Another financial crime report was filed at this time. I then spoke to the wire transfer department who tried to recall the wire transfer, and the security team who had me change my account log in information and security questions. The security team member said that was all that I needed to do ( in addition to using a credit monitoring service ) and that I did not need to make a new account. On XX/XX/XXXX, I received a call from the fraud department at USAA informing me that the case was investigated and the decision was made that I was explicitly not found liable and would be reimbursed in full. On XX/XX/XXXX, {$3400.00} were transferred into my savings account. This was the amount that was stolen out of my savings account, but I was not reimbursed for the XXXX that was stolen from my checking account and I was not given any reason for this. I received a {$1400.00} tax refund on XX/XX/XXXX as a XXXX transfer, but I don't see any reason why a USAA agent would mistake that for a credit from the bank. On XX/XX/XXXX, a fraudulent check marked # XXXX took {$3400.00} out of my checking account. For some reason USAA allowed this check to be processed, leaving my account at a liability of about - {$2000.00}. I called USAA customer service on XX/XX/XXXX and explained what happened and was inexplicably transferred to a debt-collector. The debt-collector said that I owed the {$2000.00} because the bank had really only given me a provisional credit and then took it back out of my account because I was found liable. I explained that this didn't make any sense because the person who spoke to me said the opposite, it was taken out by a fake check, and I was left with a negative balance. I was then transferred to a banker who listened to me and actually looked at my account history in order to make detailed notes about what happened. He said that they should have had me close the compromised account in the first place, and I never should have been transferred to a debt-collector. He advised that I open a new account now and wait for the fraudulent check to come back before I transfer all my money into new accounts. I opened a new account that day and have been waiting to get my money back since then. I called again on XX/XX/XXXX and someone who was able to see the fraud department 's notes said that I would be reimbursed in full within XXXX days, including the money that I was owed from the first instance of fraud. I called on XX/XX/XXXX because I still had not received any money and was told that no one can see the fraud department 's notes but the banker wrote a message for the fraud department that I had called asking about the case. I still have not received any kind of resolution 42 days after the incident which I reported in a timely manner on XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02909
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-24
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My complaint is with USAA Banking. I needed to change my checking account statement date to either the end of the month or the beginning of the month, versus the middle of the month where it currently is at now, for accounting purposes. This doesn't seem like a tall order, nor worthy of the insane effort I've had to put forth to get to this point, but alas here we are. I made the first of several phone calls back in XXXX of XXXX. Most representatives tried to change the statement date but were unsuccessful not offering any other solution to the problem. Twice I was told it was changed but would need to wait until the next month 's billing cycle to take effect. The next month came and it did not change. Finally one representative said he'd been hearing about the problem and would submit an incident ticket number in XXXX of XXXX. I never heard back. I tried a chat and then was told on the phone that this was closed as they tried to reach out by email ( I have no email record of this reach out and I receive and download all my billing statements via email from USAA so not sure how that got missed, and no voicemails either ). I am now being told as of XX/XX/XXXX that my statement date CAN NOT be changed per a new policy. So if my issue had been addressed in a timely manner by competent representatives, this change would have been able to be made BEFORE this policy took effect. The very fact that I can not get this changed now at all is unacceptable, this should NOT be a policy, but the fact that it could have taken place 5 months ago prior to enacting the policy, is utterly infuriating. I have been with USAA banking for 19 years. I am now seriously considering leaving this bank as this is not the first problem I've had with them over the past few years. I don't know what is happening with this company but it is feeling not good.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: PA
Zip: 19438
Submitted Via: Web
Date Sent: 2022-05-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-23
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: USAA has denied my request for an {$80.00} adjustment due since I didn't identify within the 60 day period. I notified USAA as soon as I found out about the fraudulent check when my payee sent me a late notice and fees. I thought the bill had been paid. Dates : Check posted : XX/XX/XXXX Date identified : Approximately XX/XX/XXXX Date notified USAA : XX/XX/XXXX Additional Information : The USAA Bank check originally was sent through the USAA check payment service ( also see attached ) : Check Number XXXX Dated : XX/XX/XXXX To : XXXX XXXX XXXX Original Description CHECK # XXXX Posted Date XX/XX/XXXX Amount ( {$80.00} ) This check was intercepted and fraudulently endorsed and cashed by a XXXX XXXX at the XXXX XXXX XXXX, CA ( also see attached ). I contacted the USAA bank immediately on XX/XX/XXXX once the discrepancy was identified from the check image. The USAA Bank fraudulent check case number is XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89511
Submitted Via: Web
Date Sent: 2022-05-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-20
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: My Bank account at USAA has been hacked and the person who is in my account has been depositing checks that are not mine for {$5000.00} at a time starting XXXX XXXX. As they cash these checks, they send them to XXXX XXXX and once they send the checks to XXXX pay, the checks get declined. I am now XXXX dollars in debt and I have no money. I need help please
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KS
Zip: 665XX
Submitted Via: Web
Date Sent: 2022-05-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A