Date Received: 2022-05-17
Issue: Problem caused by your funds being low
Subissue: Overdrafts and overdraft fees
Consumer Complaint: I was charged by USAA for a fee because a payment came on the SAME DAY, and AFTER THE PAYCHECK was in there. I feel like they are picking on people with XXXX XXXX XXXX, like XXXX. Funny, since they serve a ton of veterans. I also have had them deduct two fees for my employer checking if my bank account was working.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34638
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: The account they said was mine, was : # : XXXX. I no longer have any papers that tell me what my account was 2 or 3 years ago with USAA. The following is a copy of the email I received. Final Notification Warning Hi ( my email address ) We sent you an alert concernig your US accunt on XXXX We are your having trouble verifying your billing details stored under your profile. We have limited your ability to use your XXXX due to mssng billi % RANng infrmation.. Nte : *Required information must be received within 48 hrs. Ntificatin Date : XXXX This will serve as last and final ntifictin for you to fix this error and avid suspensin. Click Here To Cntinue And Reslve Nw Thnk you, US RF D : XXXX Go Paperless Go Paprlss Review and edit your online document preferences at usaa.com. USAA Community Go Mobile XXXX XXXX XXXX XXXX More Please do not reply to this e-mail. To contact US, visit our secure contact page. XXXX XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX, Texas XXXXXXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NM
Zip: 871XX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-17
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: This is a two-fold issue and I'll do my best to be brief. I recently made a mobile deposit of an {$1800.00} personal check into my checking account. The bank released {$500.00} of it to my account and held the remaining {$1300.00}. When I inquired with the bank as to why this money was withheld from my being able to access it, they stated that due to the number NSF 's I've had over the prior 12 months required the funds be held from access for 7 to 10 business days. They stated there was nothing they could do after I repeatedly told them that I needed that money released so I could pay my phone bill ( the only form of communication my family has ) and so I thanked them and hung up. I called back a few minutes later because I wasn't satisfied with my money just being held from me like that. This time, my complaint was sent up to the CEOs complaint desk, they took my info, and we hung up. In the meantime, I was curious about how many NSFs I actually had over the past year, since it apparently had some influence over my ability to use my account and access funds. I discover I had quite a few, which was not surprising XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. It was a struggle to keep money in the account and keep bills paid. I burned up every cent of my savings and retirement to keep my family fed. All the while, as I'm struggling to keep money in the account, the bank is taking a {$29.00} fee from me for each occurence, culminating in {$840.00} in fees removed from my account over a year and a half. The next phone call, I spoke with the CEOs Manager of Customer Complaints and I'm told once again that theres nothing that can be done to release my money, nor can they give me back the {$840.00} in fees. They agreed to refund XXXX of the fee " occurences '' and no more. I told them that I was taking my business elsewhere as soon as was feasibly possible and we hung up. My complaints are : 1 ) That I have to be " punished '' by the very institution that holds my money by being forced to wait an unreasonably long period of time to access available funds. 2 ) That a financial institution went back on their word by not doing everything within their power to take care of a financially struggling customer by choosing to keep {$750.00} in fees that they could have easily relinquished. I feel that my bank, a bank that that states publicly that they take care of veterans and XXXX XXXX personnel, took advantage of my situation for monetary gain. And added insult to injury by not giving me access to my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 622XX
Submitted Via: Web
Date Sent: 2022-05-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
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 disputed a transaction on my credit card that I did not make. It was a charge of {$150.00} for the merchant, XXXX XXXX. My bank, USAA, originally refunded the money while they did their investigation into the purchase. They got back to me on XX/XX/XXXX stating that they were not going to refund my money and I was responsible for the charge of {$150.00}, so they reversed the charge on my account. I have contacted them on multiple occasions regarding this issue just to receive the same letter over and over stating that Im responsible for the charges. I contacted the merchant as well as XXXX and both of them sent me proof that my money had been refunded ( see attached documents ). I sent these documents to my bank, but it was to no avail. They sent me the same document stating I am responsible for the charges. My last letter to them was sent on XX/XX/XXXX to which they have not replied. The last letter I received from them was XX/XX/XXXX where they sent the exact same letter as before ( Im responsible for the payments ). They never addressed the evidence I sent them proving that the merchant and XXXX have refunded my money.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77581
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: I called to settle my debt for my USAA credit card which was canceled, but once I requested a letter from them to say I had settled the amount I was laughed at and told that it wouldnt be removed as a negative impact and that I would just have to deal with it on my report. I have been with them for over 15 years, I have all my insurance, banking and all accounts with them and I thought that as a veteran they had my back. Im trying to sell my home and buy another and this is seriously impacting my chances to move forward. I went through tough times, but Im making a comeback and working hard to prove it. I just want a chance to start over and provide for my family and Im so disappointed that Im being treated this way. My circumstances have changed significantly and I know I wont be struggling financially like I used to. I would like the opportunity to move forward with this and I need help getting this fixed.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 95204
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: XX/XX/2022 I tried to send money to XXXX XXXX with XXXX through my USAA Federal Bank Account. I received a failed transcript for {$1000.00}. On XX/XX/2022 I sent {$400.00} which showed as delivered. On XX/XX/2022 I tried four times to send the {$1000.00} transaction again, but received a message of payment failed. On XX/XX/XXXX, there was a transaction delivered for {$1000.00} to XXXX XXXX. However, USAA withdrew {$400.00} on XX/XX/2022 and XX/XX/2022 for {$1000.00}. On XX/XX/2022 is when another transaction posted for {$1000.00} on XX/XX/2022 which was not there prior days before. My XXXX activity shows only TWO payment delivered transactions but USAA has paid out THREE times to the same account. USAA should be held responsible because on the APP the statement reads : XXXX and USAA do not offer protection for authorized payments, so money you send you may not be recoverable. However, USAA was not authorized to send an extra {$1000.00} to the XXXX XXXX. Therefore, they should be handle responsible for my lost income. The XXXX transaction does not show any extra payment, which means USAA sent that money without my permission. If that money was posted, I would have never tried to send it again. They tried to resolve by making the receiver responsible but ultimately they are at fault and told be my money could not be recovered with my dispute.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44121
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: In XXXX of XXXX I initiated a Fraud Alert with the 3 credit reporting agencies, due to concerns I had about suspicious activity. On XX/XX/XXXX I received a notification from XXXX XXXX XXXX that a hard inquiry had been made by USAA on my credit. I called USAA, provided my SS number, and after being transferred 3 times was told by someone there they would take care of it. On XX/XX/XXXX I received a notification from XXXX XXXX XXXX that I had a new account with USAA Bank. I called USAA bank, provided my SS number, and was told that this was a credit card. I was told that because of my previous call, the account was " restricted ''. I was told that I would need to call back during working hours to report that it was a fraudulent account. On XX/XX/XXXX I called the number for USAA fraud ( the number I had been specifically told to call ) and waited on hold for 55 minutes. I was then told that without a USAA account number, I would have to be transferred to a different number. The person who answered there said that I would have to be transferred to a different number, where I received a recording stating that the wait time would be 50 minutes. I hung up at this time, as I could no longer stay on hold. I will either try again or send them a letter. My complaint is that USAA opened a new credit card in my name despite the fact that I had a fraud alert on my account. They opened the account despite the fact that I had called and specifically told them that I had not initiated a request for a card. They then made it unreasonably difficult for me to speak with anyone to remedy the situation. They provide no option to address this online. They are basically complicit in the identity theft business.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84108
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Written notification about debt
Subissue: Didn't receive enough information to verify debt
Consumer Complaint: On XX/XX/XXXX, my spouse and I certified mailed a proof of mailing and information request to USAA FEDERAL SAVINGS BANK. The communication was received on XX/XX/XXXX. Attached is the communication and proof of delivery. The communication simply requested information in regards to a consumer credit transaction that we entered into with USAA FEDERAL SAVINGS BANK on or around XX/XX/XXXX with the account # : XXXX. We requested to see a copy of the consumer credit contract, copy of the arbitration agreement if any, copy of any other documents on file bearing our signatures, the accounting for the account reflecting payments, credits and adjustments, and a clarifying statement of USAA FEDERAL SAVINGS BANKs role in this transaction. It has been over a month and we have yet to receive any information in regards to this request for information. It is our belief that USAA FEDERAL SAVINGS BANK does not have the original contract that bears our wet signatures. Therefore we would have no alleged obligation to pay an alleged debt owed to USAA FEDERAL SAVINGS BANK as there is no evidence of indebtedness. We also believe that the consumer credit contract is an instrument which evidences or embodies a debt. Our indorsement on the consumer credit contract is evidence of a debt. The consumer credit contract is a financial asset because the contract is an instrument that conveys to one entity a contractual right to receive cash or another financial instrument from another entity. We gave USAA FEDERAL SAVINGS BANK a financial asset that the INTERNAL REVENUE SERVICE ( IRS ) deems as payment. Therefore, our indorsement on the consumer credit contract fulfilled our legal obligation to pay. Lack of proper and full disclosures led us to improperly transfer funds electronically using our personal debit information that has caused us financial injury.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30349
Submitted Via: Web
Date Sent: 2022-05-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-16
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Contacted the bank twice by phone. Reported this account was opened not by me. Gave them all the pertinent information and was told their fraud department would contact me within 3-5 business days. They did not seem that concerned about the whole matter. But it has been reported to the various credit bureaues and my score has been reduced by XXXX points.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33558
Submitted Via: Web
Date Sent: 2022-06-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-05-14
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/XXXX I opened a checking account with USAA # XXXX. On XX/XX/XXXX I opened a savings account with USAA # XXXX. On XX/XX/XXXX USAA froze both accounts without notifying me. When I called USAA told me that I had received 2 suspicious XXXX transfers that activated some algorithm which automatically froze the accounts. They said it was in the hands of one of their fraud investigators. The XXXX transfers were from my boss for expense money, and from a friend paying back a loan. I have called USAA numerous times, one the phone for over an hour each time on hold and jockeyed about between offices. I have requested that the accounts be closed, and a check mailed to me several times. I have asked to speak to the investigator numerous times, and the reply is they will give me a call back. I have spoken to one manager who told me she could not do anything the investigation would have to finalize. This was early in XX/XX/XXXX. I am a XXXX and my account frozen for fraud has been a direct defamation of character. In XX/XX/XXXX I missed several payments and lost service to important information. Here is the most salient fact " USAA is in direct breach of federal banking Laws '' illegally withholding my money from me past the statue allowed time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MI
Zip: 49503
Submitted Via: Web
Date Sent: 2022-05-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A