Date Received: 2022-03-15
Issue: Managing an account
Subissue: Cashing a check
Consumer Complaint: USSA Federal Bank has had a " XXXX at XXXX '' feature for many years that allowed scanning a check and using the scanned image to make deposits to checking and savings accounts. They have discontinued that service and instead have instructed account holders to use their USAA phone App to deposit checks. The phone App requires taking a picture of the check and sending the image to USAA. The problem is that many of us who are older and handicapped can't hold our phones steady enough to take an image that is clear enough for the deposit to be accepted. I made two attempts at resolving this with USAA. The first attempt was with their Web Support area. The person I contacted there agreed that eliminating the XXXX at XXXX feature which allowed using a scanned image was a mistake. She told me that they have received numerous calls from XXXX patients and account holders suffering from XXXX XXXX who can no longer make deposits because they can't achieve the required image quality using their smart phones. I next contacted the CEO 's office. The customer service individual there said that USAA was aware of the problem and I should just mail the check, they had no intention of changing their policy. Mailing checks is not a satisfactory solution. Unfortunately the U.S, Mail isn't that reliable and the in-transit time for the check is excessive. We, their handicapped customers, should not be denied use of our funds simply because we are handicapped and can't use the smart phone App. USAA should recorgnize this is a universal problem and though the number of customers may be small for a company the size of USAA they should not be allowed to discriminate against handicapped individuals by removing services that allow us timely use of our funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 71105
Submitted Via: Web
Date Sent: 2022-03-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: It took three calls to get them to close my savings account. I'm now trying to close my checking account. I've made 2 calls and mailed one letter to ask for my account to be closed. They claim there's an error in the system and they can not complete my request.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: AR
Zip: 72704
Submitted Via: Web
Date Sent: 2022-04-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Problem with personal statement of dispute
Consumer Complaint: Re : USAA XXXX XXXX XXXX XXXX Credit Card XXXX The reason for my complaint is that i asked for an account Review and a adjustment on my credit report of a late payment dated XX/XX/2021. If you review my account carefully, along with any customer service notes/interactions ; I had called and asked for a payoff amount on my credit card ending XXXX before I headed out for XXXX. The same day I proceeded to pay off my balance as provided on the website, automatic system and confirmed by a live rep. A few weeks after, I got a notice that I was delinquent on my account by about {$1.00} and it was reported to the credit bureau as not paying my account. As soon as I was aware of this, I proceeded to payoff the balance that I was not aware of, and as you may know, acces to emails or communication during XXXX is very limited depending on the location, which made this more unfortunate for me. I contacted customer service as soon as it was possible for me, and unfortunately the representative was not understanding of my situation and was unable to provide any help or solutions, moreover I was treated like any other person who has been irresponsible with payments. I am humbly requested that my account is reviewed and the late payment be reversed and reported to the credit bureaus. Usaa reached out and all they kept saying is that the charge is correct, which indeed I have no arguments against. I informed USAA that the representative provided incorrect information about my pay off right before my XXXX, and I proceeded to pay off what I was advised to close out the balance on the account. The representative provided erroneous information which caused a negative remark on my credit report due to USAA negligence. USAA DOES NOT WORK ON THE WELFARE OF THE SERVICE MEMBERS, they utilize predatory practices that affect consumers, specifically XXXX XXXX military. See attached statements showing amount due and pay off amounts being equal. XXXX XXXX. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 798XX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Charged fees or interest you didn't expect
Subissue:
Consumer Complaint: I took out a personal loan of {$4000.00} to pay off some bills. I have been a customer of USAA Bank XXXX XXXX XXXX. XXXX XXXX, TX XXXX for over 10 years. They gave me a interest rate of 11.99 %. The following are transactions since acquiring the loan. I'm making extra payments on the principal to reduce the amount of interest charged. There is no penalty for paying off the loan early. I noticed that instead of reducing the amount of interest charged it's increasing the amount of interest with each payment. Paying more interest on a decreasing principle doesn't make any sense. Date Description Amount Principal Balance XX/XX/XXXX PRINCIPAL {$79.00} {$3400.00} XX/XX/XXXX INTEREST * {$60.00} {$3400.00} XX/XX/XXXX PRINCIPAL {$140.00} {$3500.00} XX/XX/XXXX PRINCIPAL {$96.00} {$3600.00} XX/XX/XXXX INTEREST * {$43.00} {$3600.00} XX/XX/XXXX PRINCIPAL {$100.00} {$3700.00} XX/XX/XXXX INTEREST * {$34.00} {$3700.00} XX/XX/XXXX PRINCIPAL {$100.00} {$3800.00} XX/XX/XXXX INTEREST * {$30.00} {$3800.00} XX/XX/XXXX PRINCIPAL {$4000.00} {$4000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Trouble during payment process
Subissue:
Consumer Complaint: I have a mortgage from USAA Federal Savings Bank, refinanced in XXXX. I have been paying the mortgage consistently, making slightly over half the mortgage payment on the XXXX and XXXX of each month. On or about XX/XX/XXXX I reviewed my account online and noticed that the XX/XX/XXXX payment for {$860.00} had not been credited to my account. I called XXXX, servicer for USAA and notified them of the problem. I provided them with the information they asked for, specifically a good faith letter from my bank. They also lost the payment from XX/XX/XXXX, although that showed up in my account after about a month. I have been in contact every week with USAA or one of its contractors. XXXX sent a foreclosure notice offering a meeting. We sent a letter back with more documentation showing we had paid on our account, and accepting the offer of a meeting. XXXX then withdrew the offer of a meeting, and asked for more documentation. Account statements from our bank were sent XX/XX/XXXX, and again on XX/XX/XXXX. There has been no response. On XX/XX/XXXX we discovered USAA had issued a non payment report and destroyed my credit.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-14
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Goodmorning, My entire account was access through my stolen phone I had just received my tax refund my account was wiped cleaned within a day down to {$1.00} I contacted USAA and one representative helped me with the debit card part but whoever accessed my account had a way to send a wire to an outside bank which totaled the amount of {$3600.00}. I asked for information about who it was sent to or the bank it was sent to no one could tell me because of some policy but its like if your accusing me of these things I need to know so i can contact the institution myself. I dont trust USAA because I am m not understanding how they could have let something like this happen then treating me like I am a suspect. My phone was stolen so the representative asked me questions to the nature of how can this happen if it says you logged in from your phone ( as i stated and spoke with the previous representative my phone was stolen and with a apple id all your Iclouds are contacted thats the only way that would be possible so she was like there wasn't a password on your phone I'm like no thats my business phone and my property who would think someone is going to steal their personal items. long story short i no longer trusted my funds in the bank account no one offered to help me change my information besides the first representation when I first called to report the incident. They locked my account multiple times after they put the funds back from the wire, I called in so they would know it was me wanting to process to my outside bank for verification purposes which is XXXX bank they canceled my wire after i initiated it, called me and said they are closing my account because they think I'm some part of some fraud scheme which is okay with them closing it which I was going to do also after I got my money out of their possession me being a consumer how could y'all let something like this happen and then treat your customer like their the problem. by the end of the call the man said they will be holding my funds for 60 days because it takes 60 days to close which is a lie because I closed a savings account and it was closed within that same day I need help getting my funds that are owed to me and reporting this bank for misconduct. I feel as though this is a race issue with me being young and an XXXX XXXX and within 2 months I have deposited over XXXX inside of the account every XXXX XXXX doesn't do fraud but I wont stop here everyone is going to hear this story. That is my child 's money at the end of the day and I wont stop until he get what is owed to him. ( USAA BANK )
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30094
Submitted Via: Web
Date Sent: 2022-03-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-11
Issue: Fees or interest
Subissue: Problem with fees
Consumer Complaint: There was fraudulent activity on my credit card of more than $ 4K, which was reversed. However, the associated fees and interest were not reversed. I have tried on multiple occasions to call and each time told there is a several hour hold time to speak to a specialist. My call was also disconnected twice. They also refused to allow me to speak to a manager.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 32935
Submitted Via: Web
Date Sent: 2022-03-11
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: Today USAA sent to experian that I was 30 days past due on my auto loan account with them. I called and verified with USAA and they said everything was current. They said they cant change reporting.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: CA
Zip: 961XX
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Problem caused by your funds being low
Subissue: Non-sufficient funds and associated fees
Consumer Complaint: During the COVID-19 global pandemic, I was assessed an incredible amount of NSF fees by USAA bank XXXX I called once in XXXX to ask for some of my NSF fees to be refunded, and they complied. They offered to allow me to claim " financial hardship '' in XX/XX/XXXX but I politely declined because at that time I didn't need any additional assistance. Through the rest of XXXX, I was charged a total of {$980.00} NSF fees across two accounts. I called in XXXX of XXXX to claim the financial hardship they once offered me since we are in a global pandemic, and I was told that was not an option. In XXXX, I was charged a total of {$1000.00} in XXXX fees after I was told I could not claim financial hardship. I called in XXXX of XXXX, as well as posted on their facebook page, my situation and respectfully asked if they could refund me my money as we are in a global pandemic and are in a financial hardship and I was told no and they threatened to block me from their XXXX page. It is also important to note that I have been a USAA customer for over 8 years and have used over 10 of their available services including various checking accounts, insurances, etc.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22150
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My name is XXXX XXXX and I am writing to you with hopes that this is a topic that can further be invested and light can shine on the discrimination against business owners with a criminal background in the past. I am co owner of a small business trucking company in Texas. My business partner ( also my significant other ) have started this business from the ground up. We are licensed by several governing bodies and growing. I mention this to lay the foundation of the steps it has taken to get to where we are. My partner and I have been banking with USAA over 8 years. I have utilized their car insurance policy for over 10 years. In recent days we received notification that USAA has decided to no longer provide banking to him and has threatened to drop me as my insurance provider if I refuse to sign a letter of exclusion. They gave no reason as to why and after several phone calls- no one was able to give me answers. Finally, XXXX representative was able to transfer me to the underwriter for the USAA auto insurance policy. Due to my partners criminal background. He WAS a felon and has done his time with the justice system over 7 years ago. NOW they decide to no longer do service with us ( even though they have been doing service with us for almost a decade ). When I asked to review this clause or stipulation, she said I wouldnt find XXXX. They have the power to make that decision ; regardless of the sacrifice his grandfathers have made and the promise they make to their military customers and loved ones. They can discriminate against anyone when ever they choose base on whatever background they may have had. After reviewing this 'exclusion clause it would signify that should there be a car accident and our family is in it- everyone EXCEPT for him will be protected. How is that not discriminatory? What happened to a fair chance? Or the simple fact that his civil rights and mine are now being taken away and the bank is getting away with it? The underwriter also said that it was a good thing we arent married because they would immediately terminate my coverage. Why is it their business who I marry? Why should a long standing member be clumped in with this discrimination? I am not paying for his auto policy. Why does the past of a successful business man matter? I bring this to your attention with hopes that it can be investigated further- I do intend in seeking a civil rights lawyer to fight this injustice. I know many other families who have unfortunately been discriminated against for a past that no longer defines them or a past their loved ones have and it has directly affects them- like myself. Thank you for taking the time to read this. Please feel free to contact me if you have any questions. Have a great day, XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77845
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A