Date Received: 2022-03-09
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: USAA has a fee problem. They inundate clients with fees and provide no help with getting them waived. I am moving my baking to a company that doesnt charge fees. I have gotten 15 nsf fees since 2022 started. That is XXXX dollars. That is so excessive for someone who is working hard and trying to make ends meet. I know I cant be the only person to be negatively impacted this way. With banks like XXXX no longer charging those kinds of fees USAA is charging fees on a criminal level. I am severely disappointed at this and at the lack of service when trying to get some help. I was instead told I needed to dispute charges with companies I do business with in order to get the fees looked at. I have multiple products and pay quite a bit of money in premiums to this company over 8 years. To get such a lack of accommodation is truly terrible.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80917
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 the loan or lease
Subissue: Billing problem
Consumer Complaint: I applied for an auto loan and the dealership provided the required Request for Payment form to USAA. As requested, the dealer provided the Routing Number and Account number. USAA informed me ( the borrower ) that they did not receive the routing number and account number. When pressed ( over 2-3 days of repeated calls ), USAA admitted that they received the numbers but required a different set of numbers to complete an ACH transfer to fund the loan. The dealer immediately provided the requested information via email. Unexplainedly, on XX/XX/2022, USAA sent a bank check to the dealership via XXXX which was received on XX/XX/XXXX. USAA made the check out to the parent company and not to the automobile dealership, as directed. When I called USAA on XX/XX/XXXX to demand that they fund electronically, they refused and offered to put a stop payment on the check and re-issue the check. When I asked whether they would amend the " funding day '' to the day when the check was actually received by the dealership ( expected to be XX/XX/XXXX ), they refused. When I informed the representative that I thought such practices violated Federal consumer protection laws by charging consumers interest on loans they had not yet received, they were still unwilling to correct the funding date. Although the difference in the interest amount paid is negligible, if a wide-spread practice, the amounts wrongfully charged consumers may be substantial. If not an actual violation, clearly the conduct constitutes an unfair, deceptive, and abusive act/practice ( UDAAP ). Providing full disclosure, I was a CFPB XXXX XXXX XXXX for XXXX XXXX years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MA
Zip: 024XX
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: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: Yes I was charged monthly and still am after being cancelled by usaa XXXX XXXX they wouldnt give me a new policy because I moved out of state to XXXX XXXX XXXX then after I went with XXXX they reinstated my policy and keep billing me for another state
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: XXXXX
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: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On Thursday XX/XX/XXXX I paid my balance of over {$8500.00} completely off using a balance transfer deal with a credit union-the credit union sent a cashiers check issued by them via mail to usaa credit card payment XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX phone : ( XXXX ) XXXX. It took over a week for them to post the payment, ( on or around XXXX XXXX ) and they're still showing my available balance deducting the {$8500.00} even though they have had the check two weeks! These jerks are playing around with my available credit with them even though this had been paid off!! I called their customer service today and was given some limp excuse as to they hold this for some lame reason!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 840XX
Submitted Via: Web
Date Sent: 2022-03-24
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-09
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: XX/XX/XXXX : I receive a call from the USAA fraud department regarding a run of suspicious transactions totaling almost {$800.00}. I report the purchases are not mine and I report my card in my possession. The purchases are refunded and replacement cards are mailed out. No further investigation is conducted on my end. I concluded my card had been cloned since the card was still in my possession. XX/XX/XXXX : Nearly three months after the incident, my wife receives a call from a USAA fraud investigator. Given the time that has elapsed, she is confused about the call and suspects it is a spam call. She states her card is in her possession, not realizing the investigator is talking about the card that was replaced nearly three months ago. I speak to the investigator separately and he tells me he needs to deny this claim because the transactions were " chip-present '' transactions and we had both reported the cards in our possession. I tell the investigator this is news to me to and that I need a little more time to talk to my wife and figure out what happened. He tells me he needs to close the case but I can call USAA and speak to member services if anything new is discovered once I retrace my steps that day nearly three months prior. He advises me I can also request video footage from the day of the incident, however, since almost 3 months had passed since the time I reported the fraud, and the day the investigators called me to deny the claim, video footage was no longer available. Upon speaking to my wife, we first realize these charges were to her physical card, not mine, despite the fact that USAA called me back in XXXX to ask about the suspicious activity and never spoke to her and asked if the card was in her possession. We retraced her steps that day and found she was at her office in XXXX XXXX most of the day. It would have been possible to lose it there. Again, nobody from USAA directly asked her if she had the card in her possession at the time the fraud claim was submitted, despite using it as a basis to deny the claim. The fraud investigator should have offered more time to gather details from an incident that occurred nearly three months prior to his call. Instead, he said we could take or time to figure out what happened and then contact USAA again. However, this has proven impossible. I have tried to contact USAA about this claim 5 times since XXXX. Despite spending several hours on the phone with USAA, there is nothing else they can do for me at this time, despite our conclusion that my wife did not have the card in her possession at the time of the fraudulent charges. Her card was stolen on that day and she never realized it was missing because USAA called me about the suspicious activity when they should have called her because the charges were on her card.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98146
Submitted Via: Web
Date Sent: 2022-03-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I was notified by XXXX that I had an account that was previously over 30 days late. My score dropped by XXXX points. I never have paid an account late. This particular vehicle account is on auto draft. I called and went online and confirmed all payments had been received and paid on time. I was told by usaa there wasnt anything they could do but have me go on usaa.com and fill out a credit dispute. On each attempt their system errors out and tells me to try again. This is not okay. They should have a better resolution when their agents can see that I have excellent payment history. But instead they make the consumer attempt to get the reporting corrected. Meanwhile this will affect other lenders credit decisions. Not okay and usaa should be held accountable!
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: TX
Zip: 75165
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA will not allow me to acces my 10 thousand that is in my account on XXXX XXXX I have to call them cause I had been having problems using my debit card that is when I was told that they closed my account then I asked why and was told that it was their right to do so mean while. USAA did not give me the proper notice that it was closed to allow me me to make arrangements to have my direct deposit changed so now no one will return my call and they told me to wait 60 days this is not my fault they failed to inform me now Im XXXX with my children no one calls me back I want my money th is is not good banking business
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78223
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-08
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: This month XXXX XXXX I already paid the insurance and still got two lat fees. I called us bank about the cashier check and they said check was good. I deposit check but usaa stop it. Giving me a fee plus another fee and another fee..
Company Response:
State: AK
Zip: 995XX
Submitted Via: Web
Date Sent: 2022-03-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: For 3 weeks now I have been in contact with USAA Federal Savings Bank ; the amount that I am permitted to deposit via the mobile app is just {$1000.00} on my end ; on their end they are saying it shows {$25000.00} and they don't know what is wrong. They are telling me to put an incorrect amount on the deposit and they will fix it on their end. This feels dishonest to me. I need this fixed ; I have contacted them on multiple occasions but no one will get back to me.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NJ
Zip: 08021
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-03-07
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: I am disputing a charge for {$260.00} that appeared on my USAA credit card for a purchase I did not make. I received no goods or services from the charge. The details of the transaction are included in a letter I sent to USAA dated XXXX XXXX, 2022. I have had numerous calls with USAA regarding resolution of this matter. Basically USAA is stating that either I or a family member did indeed use the card to make the purchase because the purchase was made using a chip card. I am stating that neither I nor a family member used the card to make the purchase for {$260.00}. I have spent several hours being shuffled back and forth between different USAA representatives, all to on avail.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 21401
Submitted Via: Web
Date Sent: 2022-03-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A