Date Received: 2022-04-11
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I successfully logged into my online account after using all kinds of fancy security checks. Then I engage the chat subsystem and selected the option " close account '' I then chatted with a rep advising XXXX citing i wanted to close my account. I advised her that I was told by the last chat person on last week that it was easy and could do it via online and a check for the remaining balance would be mailed to me. But today, the chat person at the " close account '' dept refused and said I had to speak with a person via telephone. I 100 % dont believe this is necessary. Why offer to chat with a person to " close account '' if accounts are not going to be closed upon request? The bank has all the information in their system to proceed with my request. All bill payments from the account sucessfully posted on XX/XX/2022. No more withdrawals will be made as of XX/XX/2022 This is just another poor customer service reason why I no longer want to do banking with this bank. I want my account closed without spending a lifetime on the phone and discussing anything with people as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77036
Submitted Via: Web
Date Sent: 2022-04-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-11
Issue: Fees or interest
Subissue: Charged too much interest
Consumer Complaint: I tried to pay the account in full by cashiers check XXXX thru XXXX, however they returned my check because USAA alleged says they only accept checks from members in the XXXX states. They dont accept checks in Alaska XXXX Hawaii XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX {$2000.00}. I have been subjected to interest and having to write on the back on the check not for its intended purpose. I have paid the account off in full. I am asking usaa for the interest return due to 3rd party agents always giving wrong information they do not represent USAA adequately. Every time I call I get wrong info.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: HI
Zip: 96753
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: On XXXX XX/XX/2022, I became aware that my account ( Checking and Savings ) was locked ( without notice ) by USAA. All attempts to recover the account online have failed. I have called multiple customer service numbers only to be met with either being transferred to a department that does not answer the phone or 4+ hour hold times. I am unable to access my funds, use my debit card, or pay my bills and the company is making no attempt to solve this issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22801
Submitted Via: Web
Date Sent: 2022-04-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/22 I alerted USAA FSB that there were some unauthorized debits to my account. Since then, USAA has frozen my account and has declined all payments, standing charges, and declines all other transactions. My account is flagged as requiring a specialist but all attempts to contact the bank have failed. I have been placed on multiple holds of 3-12hours, all of which resulted in disconnections.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 385XX
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2022, I tried to purchase a hotel reservation on a credit card, in preparation for a summer vacation. The transaction was declined. I called USAA credit card services to inquire as to why it was declined, and they said it had been flagged as fraudulent. I told them that it was not fraud and that it was indeed a valid purchase that I was trying to make. The representative on the phone verified the recent transactions on the card, and I confirmed they were all legitimate. The representative then pre-authorized the amount and asked that I try to make the purchase once more. I tried, and again it was declined. She said that it may take the system 24 hrs to reset and asked me to try again the next day. The next day, I tried to make a small purchase at a local store and again my credit card was denied. Once I arrived home, I tried logging into my USAA online account, but it seemed to have been locked. I called the number on the website ( XXXX ) to get assistance with unlocking the account. Hold times were 12+ hours. I held on for a couple of hours, but no one had answered. I tried calling later that evening, this time the automated message said their offices were closed. Basically, I had no way to access my accounts and no one to talk to about it. The next day, tried calling again, and hold time was 16 hours! So, I drove to one of their physical offices and tried to withdraw money from one of my accounts. After showing my driver 's license to verify I was the primary account holder, the teller stated that my accounts were locked and that she was unable to access my accounts to see why they were locked. Nor could I withdraw any funds from my accounts. She gave me another number to call ( XXXX ) and said I may receive a faster response this way. Reluctantly, I called that number. This time, it said hold times were 1 hour. But I couldn't get anyone on the line after 1.5 hours. I found another representative in the lobby and told them I wanted to escalate the issue. She took me to a room where she wrote up my complaint and supposedly sent it to their escalation departments. But she was not able to show me what she had written on my behalf and I couldn't confirm that a proper complaint was filed. She said a manager would get back to me in 24-48 business hours. I have yet to receive any communication from USAA informing me of what the issue is or how to resolve it. Nor do I know if/when I'll get access to my accounts or funds. I've even tried calling the main USAA number ( XXXX ) numerous times. The hold times are always upwards of 8, 12 and 16 hours. I've tried staying on the call for 4.5 hours, only to find that the office has been closed. This is simply unacceptable!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 782XX
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I bank with USAA and 3 days ago I had my account frozen with no notice or explanation. I have called over a dozen times and waited on hold for a collective of XXXX hours. I have reached out to them on XXXX as well with no solution. I have thousands of dollars in these accounts and it is my main source of income. I have not been able to reach any solution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33325
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-09
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: USAA refuses to honor my VA home loan. They say it's because of my credit, that the VA won't allow it, yet I hold my certificate of eligibility IN MY HAND. They also claim my credit score is significantly lower than what EVERYONE is telling me online. I went to all this trouble so that my bank, that supposedly services veterans, can refuse me service for 10+ years. The fact that these lenders use what is essentially hearsay to determine my eligibility is sickening to begin with, but is somehow accepted. I'm XXXX, gave XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX supposedly in the name of freedom. I FREAKING DESERVE MINE.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: ME
Zip: 04240
Submitted Via: Web
Date Sent: 2022-04-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-08
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My account has been locked since Monday XX/XX/XXXX and I have called multiple times and havent spoken to anyone to get the issue cleared because I have been on hold for hours at a time. And when I have spoken to someone I always get let me transfer you and sorry I cant do anything on my end. I have no access to my money and no access to my account. Im completely locked out. And USAA has done nothing to fix the problem.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: RI
Zip: 02886
Submitted Via: Web
Date Sent: 2022-04-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Getting the loan
Subissue:
Consumer Complaint: I applied for a personal loan using Their online process. After many underwriting issues that hours and days of back and forth, I decided to take my rental income off the property. I was asked to re-apply for the same loan minus my rental income because they had a technical glitch after I called a fourth time.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97212
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-07
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA has wrongfully furnished a Hard Inquiry on my credit report. I have already contacted them, and cited consumer laws, but they foolishly said these laws dont apply to consumers only entities. That is anything from true. 15 U.S. Code 1681b - Permissible purposes of consumer reports ( a ) In general any consumer reporting agency may furnish a consumer report under the following circumstances and NO other : ( 3 ) To a person which it has reason to believe ( A ) intends to use the information in connection with a credit transaction involving the consumer on whom the information is to be furnished and involving the extension of credit to, or review or collection of an account of, the consumer ; or USAA did NOT extend me a line of credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 440XX
Submitted Via: Web
Date Sent: 2022-04-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A