Date Received: 2022-04-03
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: On XX/XX/XXXX a banking account was opend with USAA bank. I was unaware of this incident until about a week later I received a debit card from the bank. I called them immediately and reported the account as fraud. They had me verify my information and stated the account was in fact opened on the XXXX however they saw suspicious information. They assured me they would be forwarding it to there fraud department. 2 weeks later I have received no update from than and instead I have recieved statements that I am being charged over draft fees for a total amount of 1,200. I called immediately today but the department is closed until XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 92503
Submitted Via: Web
Date Sent: 2022-04-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Received a call from XXXX, name of company came up as USAA on my cell phone. Person w/strong foreign accent indicated I had fraudulent charges on my credit card and began to ask if they were accurate. I mentioned they were not correct and then transferred me to the " Fraud Prevention '' department. The next person began asking my questions about my credit card number specifically asking me the number. I hung up and verified w/USAA there were no fraudulent charges that matched their story. About an hr later, they called again and firmly told them to no longer call me.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32751
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX I deposited 2 checks from my retirement fund through the mobile app of course! After doing that find out that they put a HOLD on the deposit for several days! I also have my insurance through USAA and with the hold on my deposit they cancelled my insurance! The deposit was for 4400 and some change. After finding out about the hold I contacted there CS and that was a waist of time but was told to contact there Executive Resolution Team. After being on hold for over 1.5 hours I finally talked to XXXX! I was told by her that it.was friday and anyone that could release the hold was gone for the weekend and so the VETERAN CUSTOMER is set to suffer again. After being in XXXX XXXX you would think they would want to serve there customers BETTER! Now my insurance is cancelled my checking account is on XXXX XXXX the 4400 sits in my savings with a HOLD while USAA uses my money and I cant! I also have tried to email XXXX XXXX amd well I guess you know how that went! IT DIDNT!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 625XX
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-02
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: This was for a job on XXXX I was mailed fraudulent checks under the pretense I would send them the tech vendors and get equipment. I signed a W4 and a job letter and everything. I have all the XXXX XXXX, XXXX data, messages, emails. And correlating XXXX transactions to prove I did not make these checks. I was lied to and it was fraud. I am XXXX and have XXXX and USAA quite literally hung up on me saying I should have called the check bank and said it was my fault and there would be XXXX investigation. And I would be XXXX in my account. Money I do not have or imagine having soon at all. I asked if I would file a police report if it mattered she said no. Nothing would matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30004
Submitted Via: Web
Date Sent: 2022-04-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: On XX/XX/22 I placed an order on XXXX for a product in the amount of {$370.00} and immediately decided to cancel and did and the cancellation was accepted but I was told that they would have to contact the seller before refunding my money. I cancelled the order before I received the confirmation! Once I was informed they would have to contact the seller I was dismayed because I know from selling on XXXX money is held in escrow, the seller has nothing to do with at this point. I contacted my bank, USAA and filed a dispute and received a temporary credit. Minutes later I received notification from XXXX that since I contacted my bank that they would not cancel the order and now my bank is about to take the {$370.00} out of my account and I didn't receive any products for the money as I did cancel the order. I'm now being informed that after careful investigation that an 'error ' didn't occur. This was not an error, XXXX illegally took my money and refused to refund it and now my bank is attempting to take it back. I cancelled my XXXX account and I'm in the process of closing my USAA bank account due to very poor customer service. I was on the phone for over XXXX minutes on XX/XX/22 and nothing was resolved.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CT
Zip: 06516
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Getting a loan or lease
Subissue: Changes in terms mid-deal or after closing
Consumer Complaint: I applied for auto loan with USAA in XX/XX/XXXX for a vehicle. Initial approval amount of {$40000.00} for new vehicle. I later decide on XXXX XXXX XXXX -used vehicle for the total amount of {$26000.00} on XX/XX/XXXX through XXXX XXXX XXXX XXXX XXXX Tx. XXXX submitted the XXXX XXXX XXXX XXXX on XX/XX/XXXX to USAA bank, auto loan timely. Then on XX/XX/XXXX I was informed my loan was denied and I would have to apply for another without clear explainable reason why. Plus the rep stated she was coming on vacation XX/XX/XXXX with no regard to the financial burden on me. XX/XX/XXXX I again communicated with USAA concerning new loan request. At that time Rep XXXX stated there was no reason why second was require until he reach out to another division in which was told documentation was not received timely. XXXX records documentation was forward on XX/XX/XXXX via fax and email directly. There seem to be a unprofessional and blatantly failure of accountability on USAA behalf. Which has caused a high interest rate, negative result on my credit rate and a monthly financial burden to my household. They failed to maintain integrity in the Truth in Lending Act under their policies and loan processing relating minority community /individuals overall. This has been ongoing nightmare causing financial struggle of additional cost the loan at {$190.00} more monthly on the second loan from the initial loan cost monthly over 72 months. I was constantly told unfortunately there was were no other resolution then the second loan application. This was intentional cover up on XXXX personnel failure to process my loan timely after signature date of XX/XX/XXXX on my behalf and XXXX. I would like resolution to go back to first loan terms as of XXXX the XXXX. Because they failed to deal in good faith and truth under disclosure of truth and lending after XX/XX/XXXX signature date.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77380
Submitted Via: Web
Date Sent: 2022-04-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-04-01
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: USAA credit card services changed my method of billing delivery at some time in late XXXX. For more that 30 years my wife and I have received ONLY PAPER statements for the following : Two credit cards, 2-3 automobile insurance premium, homeowners insurance, automobile loans, and checking account. At no time in those 30+ years have we ever requested or received an electronic billing statement. This specific credit card account often had no minimum payment due OR there was a XXXX balance. In early XX/XX/XXXX I received a notice from 3rd party Credit Reporting company that my XXXX score had dropped XXXX points ( XXXX to XXXX ). I immediately learned that USAA had reported a past due of {$41.00}. I immediately spoke with USAA and paid the full balance and filed a " dispute '' regarding this " past due ''. USAA immediately refunded their late fee, and initiated the investigation. On XX/XX/XXXX I spoke for nearly an hour with a USAA XXXX Member Advocacy representative. That advocate informed me that she had completed all research on the matter and specifically stated that " we have no idea how this happened ''. Furthermore, she stated that " I have done all of the research and there is no process/procedure/facility to determine how, who, when or why this change was made to my account ''. Ten ( 10 ) days later, another representative from the Advocacy group informed me that they were not going to correct the error on their delinquency report. And in complete contradiction to the earlier two conversations with Advocacy that SHE had figured out that I requested a change in billing delivery to electronic on XX/XX/XXXX. The representative was unable and frankly unwilling to provide any documentary evidence that I had made or requested any change. USAA could only assert that I was in my on-line account that day. Therefore, I must have made that keystroke change. This was an error that several USAA representatives had already affirmed in several discussions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: I have been a member of USAA for almost 28 years. Yesterday, on my pay day, my wife and I were paying bills when we were asked to verify a purchase we made. We verified the purchase more than once with USAA and XXXX and the purchase was still declined. I then called USAA to advise them that the purchase was not fraudulent. While I was on the phone with USAA, with no notice, my account was placed into a " credits only '' status. Because I have recently transitioned from XXXX XXXX to retirement we are still making adjustments for a paycheck every two weeks to once a month. As such at the beginning of every month I have to pay all my bills, buy groceries, purchase gas for the commute to work, etc. I haven't a single dollar to go to the grocery store to purchase food for my family. I have a family of XXXX and this is just not acceptable. Additionally, because I was never notified I could not stop any online or automatic payments for my auto loan, utilities, water, Internet, cell phone, TV, etc. Now, the vast majority of these companies are going to charge me a fee for having declined payments. When it is all said and done the {$300.00} verified purchase we tried to make is going to cost me well over {$300.00} in declined transaction fees from all of my various attempted payments. I am being penalized for doing nothing fraudulent. My wife, XXXX kids, and I are going to suffer for attempting to follow USAA 's own company 's protocol by verifying the attempted purchase was indeed not fraudulent. Additionally, after 4 phone calls, and more than 4 hours on the phone, no one can assist other than saying I will have to wait 3 business days for this to be resolved. This happened on Thursday which equates to 5 full days that my family and I will be without money, food, gas, etc.
Company Response:
State: MO
Zip: 65201
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-31
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My husband has been a member with USAA for almost 28 years. We made an international purchase, or tried to ( from a place I've ordered from before XXXX ) we verified PRIOR to pressing the process payment button through XXXX AND also verified after with USAA it was NOT a fraudulent charge when we recieved the text to confirm that... YET the charge was still declined ..AND our account is now under " review '' for fraud. We can't access our money or even look at our accounts now for who knows how long ( They say 3 buisness days, but I've seen ALOT of concerning comments regarding this and it seems that's what it starts as 3 but that time gets longer ) even after verifying multiple times this was a purchase WE were trying to make. AND Now we have about 8 bills that aren't going to go through because we can only conviently make deposits into our account. I probably would get this review alittle more~ if there was maybe actual fraud to look into... But we had verified multiple times now IT WAS US . And what's really annoying my husband was literally on the phone when they apparently decided to lock us out of our accounts completely. So it seems, we're basically just waiting on someone to unlock our account now for a charge that was verified multiple times to be our own. And in the meantime we don't have access to our funds and multiple bills we will be paying fees for when they bounce or don't go through because USAA is only accepting money INTO our account. And all this for a purchase we did everything we had to TO verify we DID MAKE. ( OR TRIED TO. And the purchase never went through either. ) Apparently nobody can do anything about this to speed the process up ... .Or at least we can't speak to anybody who actually can. When I call the automated system it says my information isn't recognized either .... Like I don't exist anymore in their sysyem. But our direct deposits sure are still hitting just fine... Funny thing ... Last month we had about 20+ charges to XXXX to our account back to back ... .That didn't trigger a " review '' or even a block. This though ... .A international charge to a buisness I have purchased from before AND verified with VISA verification prior to pressing process AND through USAA verification AND verifying by phone with a person ... That does.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 65201
Submitted Via: Web
Date Sent: 2022-03-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-29
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: on XX/XX/XXXX i received a membership to usaa banking. i am not in the military nor is any of my family. which you have to be to join usaa. i have also recently received banking statements in access of {$400.00} coming and going out of the account. i tried contacting them to no success. their phone wait times are in excess of XXXX hours at all times of day, only via social media can you get hold of them, to which they respond with generic answers.my info was stolen and this place has allowed someone to doop them with fake military id and make an account in my name and arent responding at all to let me know what is going on. im not sure theres another business in the world that has XXXX hour wait times to talk to someone at every point of the day. i see why people have horrible reviews. i have membership card as well as the bank statements on hand.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 40258
Submitted Via: Web
Date Sent: 2022-03-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A