Date Received: 2022-04-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Good afternoon Sir/Madam I really hope you could help me with my case. I have a checking account with USAA and after depositing a check from my school, my account got blocked without any communication. Which really surprised me, since I called them before I deposited the check and they actually raised the credit limit especially for that purpose. A few hours later my account was blocked and still is at this very moment. I have no access to my money to buy groceries or get gas etc and my husband is XXXX. I tried to contact USAA over the phone which is the only way of contacting them since they blocked access to the app as well. The phone has an average wait time of 7 hours and 49 minutes (! ) The next physical USAA office is an XXXX XXXX drive, so I cant go there in-person either. This is unacceptable, especially since it turns out, that I am not the only experiencing this issue ( see other peoples comments on USAAs XXXX site ). As soon as you are locked out of your account and thus, mobile app, USAA doesnt offer any emergency hotline or other ways of communicating with them in a case like this, other than waiting on the phone for over 8 hours. Even for a complaint you have to wait for over 8 hours. I have been advised that the phone numbers of members with blocked back accounts are flagged and have to wait longer to get someone over the phone. This is unacceptable and I really hope that you could help with my case, but also, for future references, can have a firm talk with USAA about their customer service in a situation like this.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79932
Submitted Via: Web
Date Sent: 2022-04-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
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: On XX/XX/2022, I made an {$8000.00} payment to my contract using my Limitless Cash Back Visa from USAA. The charge cleared my account, and I paid the balance due by XX/XX/2022. My contractor notified me that the payment had still not been received in his XXXX account by XX/XX/2022. I called USAA to explain the situation and was advised to file a dispute. I received a request for additional information from USAA on XX/XX/2022. I uploaded a letter in response to their request on XX/XX/2022, and requested a phone call if they required clarification or more documentation. Instead of calling me, they uploaded a letter to my documents on their website on XX/XX/2022 ( XXXX XXXX ) and reversed the " loan '' they had put on my card while the dispute was pending. I did not receive a phone call or any direct communication prior to the reversal. I called USAA again on XX/XX/2022 after having my card declined due to the charge putting my balance over the limit. The representative stated she could see the letter I submitted and entered a request for call back. As of XX/XX/2022, I had not received any communication or change to my card balance so I called them again. The representative said they have up to 5 business days to review the request and call me. At this point, I am without {$8000.00} of my money because of a mistake in a system that processes card payments ( USAA or XXXX, no one will tell me ). USAA is not taking any initiative to remedy this situation despite having been a member in good standing for nearly 17 years. I do not want the over limit to effect my credit score, and I need my money back to continue paying my contractor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Other transaction problem
Subissue:
Consumer Complaint: - Incident Description - - On XXXX I received a phone call from USAA 's Fraud department asking if I had requested an outgoing wire transfer for {$6800.00}. I had not and expressed that fact and asked him to begin the process for stopping the transaction. He said he'd get to work on it and put me on hold while he worked on it. I logged into my account at that time and saw that {$1900.00} was transferred from my personal USAA checking account to my wife and my joint USAA checking account, then the amount of {$6800.00} was wire transferred to a XXXX XXXX, who I do not know. We talked and once again I was put on hold. At some point our call was disconnected, he called back, and we continued with the process of attempting to get the transaction fixed. A while later, the call was disconnected again. I didn't receive a call back right away, so I called USAA on the way home from work. I then verified with the associate that I was in fact previously talking with a USAA associate on the previous phone call, they said I was. I filled her in what was going on and we proceeded to change all of my personal login info ( password, PIN, secret questions ). Prior to getting off the phone with here I asked if there was anything else I had to do and when to expect my money back, as I have bills to pay and this more or less cleaned us out, and she said XXXX days. - My wife called the bank, USAA, on XXXX and once again explained the entire situation and asked when we would be receiving our money back. The bank associated informed her that it was still under investigation, and we would receive a follow-up call. - XXXX, we had not yet received a phone call back from the bank. Bills are really getting to the point of needing to be paid. My wife called the bank and then called me at work, and we did a three-way call. The bank associate informed us that the wire transfer recall had failed. Also, that the wire transfer recall had not actually been initiated until XXXX. The bank associated then informed us that the bank had no further action to take and that we were basically out of luck, not getting our money back. The only thing we could do is submit a police report. Next, my wife talked with the associate further and was transferred to another wire transfer associate who informed her that another fraud department associate would contact us. The associate also acknowledged that USAA had not initiated the wire transfer recall on XXXX, but on XXXX. - XXXX. XXXX FBI Complaint form submitted. - Additional info : - Upon doing limited research on consumer protections, I've found the Federal reserve website ( https : //www.federalreserve.gov/supervisionreg/regecg.htm ) and it stated that our liability was limited to {$50.00} provided our depository institution was notified in a timely fashion. They were notified the day of the incident. ( XXXX CFR XXXX, Section XXXX ) - Furthermore, section XXXX provides definitions and time limits which we met, we should be reimbursed. - Lastly, another was the Consumber Financial Protection Bureau which provided guidance on unauthorized Electronic Funds transfers. Upon reading through their information, we should be paying no more than {$50.00} to receive our money back. - In closing, I see my situation as unfortunate and repairable by my financial institution. Had they acted on the information at hand on XXXX, on the first or second phone call, our money could have been returned in a timely fashion.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WI
Zip: 541XX
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/XXXX around XXXX EST I set up a funds transfer from my outside bank to my USAA checking account in the amount of {$2000.00}. To date this transfer has not been completed. I attempted to access my account on XX/XX/XXXX and was denied access stating that I was required to complete a W9 before being allowed access to my checking account. I was transferred to an electronic W9 form that did not work with an error message that instructed to call USAA for assistance. I attempted to gain access to my checking account for a while longer before reaching out to USAA XXXX. I spoke to XXXX XXXX XXXX. She told me that it was required that I complete a W9 yearly despite my having no products for my business at USAA and USAA sending all of my investment products over to other companies several years ago. I asked to have my account unblocked immediately. My request was denied. I was told that I would have to complete the form that was not accessible on the web before my account could be released. I asked to have the form sent to my account so that my account could be released. XXXX refused to send the form to my documents. XXXX also refused to transfer my call to the department that handled the block and W9 forms. I have also signed W9 's previously. XXXX was unable to provide a reason as to why the bank needed a W9 or as to why the bank allowed me access to my accounts on XX/XX/XXXX but blocked my access on XX/XX/XXXX and did not completed my transfer from XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32084
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Problems at the end of the loan or lease
Subissue: Problem related to refinancing
Consumer Complaint: In XX/XX/XXXX I applied to refinance my auto loan from XXXX XXXX XXXX over to USAA where I do my primary banking, and where my rate would be 1 % lower than the loan I had with XXXX. The loan was funded by USAA on XX/XX/XXXX and they were to send the payoff to XXXX. In late XXXX I received an email that my upcoming payment was due with XXXX on my auto loan that should have been paid off with the refinance. At that point I called USAA and let them know there was still a balance on my XXXX loan and it appeared the payoff was never received by them from USAA. I was told at that time that they would reissue the check and take care of the issue prior to my payment due date on XX/XX/XXXX since I had already made my XXXX payment to USAA for the new loan obtained. Unfortunately that is not what happened. Instead on XX/XX/XXXX they sent me a copy of the check that was supposedly cashed by XXXX. This check had no endorsement information on the front or back of the check that was discernible. I opened a case with XXXX, provided them all of the check information and a copy of the check. They have been unable to locate it on their system. I have called both USAA and XXXX multiple times every week to try and resolve this issue, which is still unresolved. USAA finally provided me with a XXXX tracking number last week for the check. However that tracking number shows that the check never left USAA and was never received by XXXX. So I now have two loans outstanding against my one vehicle. Ive been told I need to make the payments on both loans since USAA is supposedly not responsible for my contract with XXXX, and that any fees/interest will be my responsibility solely. Every time I call USAA and speak with someone Im told itll be 3-5 business days for a response and yet we still are no further on a resolution and Im the only one being financially impacted in the interim. And Ive spent well over 10 hours of my time trying to resolve this matter offering suggestions and contact information along the way.
Company Response:
State: CA
Zip: 93710
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-20
Issue: Improper use of your report
Subissue: Credit inquiries on your report that you don't recognize
Consumer Complaint: I received an email from XXXX that someone had tried to open up a loan in my name using my credit report. The company also stated that they used my information to also open up a savings account in my name as well. Ive called USAA and they have frozen/ stopped the account and the inquiry and I also called XXXX and they took off the credit report from my account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2022-04-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Problems at the end of the loan or lease
Subissue: Unable to receive car title or other problem after the loan is paid off
Consumer Complaint: USAA said the title was sent to my address and it was not. Now they lost the title and don't have one to send me. Please help.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Fraud or scam
Subissue:
Consumer Complaint: On Thu XXXX XXXX, XXXX, we received a text message from our bank ( USAA ) alerting us of fraud activity on our account. They asked to verify 3x charges. ( click y/n ). 40 min later, 2x illegal wire transfers were initiated by the criminal and approved by USAA with NO authorization or awareness from myself or my wife. Each wire transfer ( {$5600.00} and {$5500.00} ) were to two different accounts with two different names. As of today, XXXX XXXX, XXXX, USAA will not give us any information to the account, account holder or bank to which USAA sent our money NOR will USAA respond to our attempts to get an update. The only correspondence I have had with USAA occurred on Thu XXXX XXXX, the day of the illegal wire transfer. A USAA customer service rep told me this was not USAA 's fault, they can not do anything to return our money, and that I should try asking the person the money was wired to return it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 20191
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-19
Issue: Getting a line of credit
Subissue:
Consumer Complaint: I applied for a loan of XXXX to pay for dental work. USAA can see all my accounts and balances on all accounts connected to my USAA account. 2 life insurance policy 1 for XXXX XXXX for XXXX. I have over XXXX in stocks XXXX in saving. Which when ever I call I get someone in Texas and I always let the ladies know that I am a XXXX XXXX man. I have been making my payment on time. I have no past due or late accounts on my credit. I a XXXX credit score. Just pulled by USAA XX/XX/2022. Only reason I see them saying no to my loan is because I am a XXXX XXXX man which I make known with ever rep who has helped. This is sad because XXXX are discriminated against by banks and we think they are willing to help us. When only thing they do is keep us form gaining any forms of happiness in America. I have been with USAA for over 3 years. I am being discriminated against for a loan because I am a XXXX XXXX man. I would like to know why and I meet all criteria for the loan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80011
Submitted Via: Web
Date Sent: 2022-04-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-18
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'm XXXX XXXX military and I use USAA as my primary bank. I made a purchase online on XX/XX/2021 for just under {$3800.00}. The company I ordered from pushed back my XXXX XXXX about once a month until they stopped responding to me around the end of XXXX. That's when I contacted USAA to dispute the charge on my card, since I never received what I ordered as well as was unable to contact the original company to request a refund. I was instructed that I was outside of the 90 day window to file a dispute through the app or over the phone, so I needed to physically mail an explanation including all supporting documents. I never heard anything back from USAA so I called them back in XXXX. Was instructed to mail everything a second time since they never received anything. I got distracted by XXXX and realized in XXXX that I never heard anything back from USAA again XXXX I was once again instructed to email the documents since that was the only option they had for me to start a dispute with them. After paying for priority mail with tracking they finally received my documents. A dispute was started, but it was shortly followed up with a request for the shipping dates I was expected to receive my merchandise ( I included this in the packet of documents I sent them ). I called and was instructed to send the requested documents electronically through their app. After getting confirmation that the documents were received, I began the month long wait to hear anything back from USAA. I received a document stating that because I never provided the requested information, they had no choice but to deny my dispute. I called USAA again, explained the situation, and was told to send the documents again while on the phone and the customer service lady would reopen my case. I would like to point out that it is impossible to contact anyone that makes the final decisions for disputes, I'm only given a mailing address as the contact method to reach said individuals. I received a document from USAA the same day the case was reopened, stating that the case was closed again due to a lack of information supporting my claim. After calling USAA today, and informing them that I am submitting a complain through the CFPB, I was told that the customer service representative can clearly see that I have sent the requested documents multiple times and that it must be " something in the system flagging my case '' and rejecting it. What's mindboggling to me is you can research the company I was scammed by and you can instantly find numerous other individuals that never received the products they ordered. This whole ordeal has convinced me that USAA 's policy is to frustrate it's members until they give up on their efforts to seek resolution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 310XX
Submitted Via: Web
Date Sent: 2022-04-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A