Date Received: 2022-02-25
Issue: Other features, terms, or problems
Subissue: Problem with customer service
Consumer Complaint: On XXXX XXXX,2022, USAA Bank XXXX card removed {$3000.00} from my account under the term Adjustment- Return. I have contacted them by phone and chat and they can not or will not explain the reason for this transaction. They will not explain why they took this action. Communications with USAA is exceedingly difficult. The simply say " we have no idea '' and that is all I can get from them.
Company Response:
State: WA
Zip: 98115
Submitted Via: Web
Date Sent: 2022-02-25
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-24
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: On or around XX/XX/XXXX, my father called USAA Federal Savings Bank to request that I be allowed to call in to USAA on his behalf to help him handle financial matters with his USAA credit card. I spoke to the representative that day and was never read any financial disclosures or told that I was being made financially responsible, as a secondary, on the credit card. I never signed anything nor gave my permission to be financially responsible. I found out months later that the representative indeed added me to the card as a secondary/cosigner. I called USAA and reported this and asked to be removed. I was told that they couldn't remove me and there was nothing they could do to reverse the action. My father passed away in XXXX of XXXX. At that point, USAA made me the primary responsible party for the credit card and the debt was transferred to me. I again called USAA to complain and seek a resolution. I was told by several representatives that my name was never on the credit card application and that they couldn't find any record of me accepting or signing my approval to be held financially responsible for the credit card. However, USAA refuses to concede and says I am responsible for the debt on the card. Their representative in XXXX committed fraud and I should not be held responsible for that. I am a wartime veteran and have been with USAA for 18 years now. I will be closing all of my accounts with them. I am seeking legal counsel.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: OK
Zip: 735XX
Submitted Via: Web
Date Sent: 2022-02-24
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-23
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I checked my report and discovered many account that were not opened by me and i received no benefit. Please help me remove these accounts.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33025
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: I spoke with XXXX XXXX XXXX ) XXXX XXXX ID XXXX at USAA to start a VA XXXX XXXX for a property in Maine. We described the situation and he said it should not be a problem. The situation being that my father in law had passed away, my husband would stay in Maryland and work while my children and myself move up to Maine to take care of my mother in law. We made an offer on a house, it was accepted and the loan went into underwriting. At which time I received a call from XXXX XXXX on XX/XX/XXXX explaining to me that the USAA underwriter was denying my loan because my husband would live and work out of state. We clarified with XXXX XXXX XXXX from the VA XXXX XXXX Department that we could live apart, my husband can work in Maryland and still use his income to qualify for the loan. We proceeded with another lender we had been pre-approved with, XXXX XXXX, who stated they did not have the same stipulation as USAA for a VA XXXX. On XX/XX/2022 XXXX XXXX XXXX ID XXXX at USAA told the seller we were not moving forward. I am not 100 % how the employee gets to tell a seller we are not moving forward with the loan, this is a privacy act issue, or even the purchase of the house which is not the case at all. Today after opening a complaint with USAA they sent an email XXXX to inform us that they were declining the loan due to debt to income ratio which comes across as retaliatory in nature. I called to clarify with XXXX XXXX XXXX # XXXX in USAA 's XXXX Department and confirmed they did not actually include my husband 's income in our loan. It seems that USAA has a private policy that will not let them use his income as part of our income for the purchase of the loan. This in my opinion should have been told to us at the beginning during our preapproval process.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MD
Zip: 210XX
Submitted Via: Web
Date Sent: 2022-02-23
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: In XXXX, I had a credit card that was charged off with USAA. Since the charge off, I was informed that this credit card was included in bankruptcy and I could not pay it off. However, my bankruptcy was discharged almost a year prior to the charge off, and should not have been included in this action. After multiple attempts to pay off this charged off amount, in XX/XX/XXXX, USAA finally rectified the status of the account on their end, changing the status of the card from " bankruptcy '' to " charge off ''. However, during this time, USAA negatively reported to the credit bureaus that my account was consistently late and charged off, not included in bankruptcy which was the status they had in their system, preventing me to pay it off. I have finally paid off this card, and attempted to submit a complaint with USAA asking them to remove the negative reports as this error was due to no fault of my own. For almost 4 years, USAA reported my credit card account as " charged off '' for the amount of {$570.00}, however would not allow me to pay it off over the several attempts that I have made with them. I am complaining that due to USAA 's error on their end, prevented me to rectify this situation and pay the amount owed. Because of this, and since I have paid it off in full, I would like this account removed from all bureaus of the credit reporting agencies.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: I have requested my cd be closed and funds deposited into my checking account prior to and on the day of maturity. USAA reps have repeatedly stated that they are unable to close. Requested escalation and management call back, have received no follow up. Reps continue to say they do not know why account is unable to be closed/cashed out. Was told a work order submitted and should take 24-48 hours. After calling again requesting update, was told could take 10 days. Follow up calls to USAA, I am put on long holds Process and whether or not I will get my funds are unclear. USAA keeping CD open without my permission and against my multiple requests. I would like my funds.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WV
Zip: 262XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
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: XX/XX/XXXX XXXX XXXX was paid off. XXXX USAA Bank XX/XX/XXXX automatic payment was taken out of my checking account for the amount of {$300.00} after the loan was satisfied. XX/XX/XXXX called USAA bank to see if I can get my money back. Still nothing. I called USAA on the XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX about helping get back my {$300.00} back into my checking account and stoping the automatic payment from happing again. Also, about title for the car no help just the same thing over and over nothing.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 959XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: We deposited checks into our savings account ( USAA ) but when the issuing bank ( XXXX ) erroneously decided to reject the checks, USAA gave us a {$20.00} fee as well as a deposit limit for XXXX months. What happened was the check signer had a slightly different signature from the one on file, but it was all cleared up and XXXX said we could redeposit the checks with no problem. After speaking to numerous customer service agents and even the CEOs office at USAA about the issue, they decided that they didnt do anything wrong and their judgement stands. But because of the arbitrary deposit limit, we could not deposit the checks, forcing us to open a new account with another bank. This has caused us much anxiety.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 973XX
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-22
Issue: Incorrect information on your report
Subissue: Information belongs to someone else
Consumer Complaint: I, XXXX XXXX XXXX, do swear under the penalty of perjury all I will say here is true and correct. I am a victim of ID theft. I have been to the police and they caught the person who perpetrated the fraud acts named here. I opened a bank account at USAA, and have my indurances there also. My bank account was hijacked by a fraudster. He had my personal info, cloned my phone number, and illegally gained access to my bank account at USAA. He opened a few other bank accounts at XXXX, XXXX XXXX, XXXX, and others. He was able to get those accounts linked to my USAA account by adding the amounts of the micro-deposits into the USAA account. I could not see these added accounts because I never opened the transfer part of my USAA account. When the fraudster made the transfers out of my USAA account to the fraud external accounts, he got the monies out of the external accounts and this caused a negative balance in my USAA account. When I discovered this negative balance in XXXX of 2021, I called USAA and made them aware of what happened, in XXXX of 2021. I went to the police and told them what happened, they at first felt I had used an alias and it was myself who did these fraudulent acts. They caught the perpetrator and took his fingerprints, and gave him a bond thinking it was me using that alias as my SS # is active. The police took my fingerprints and compared mine with the caught perpetrator. My prints did not match his. I was cleared. USAA has the certified police report notarized, and they refuse to remove their wrongful reporting of these fraud acts from XXXX XXXX cra. I have complained dozens of times and the CEO office appoints new people to my case and each of the 4 people refuse to return calls to me. It is infuriating to be ignored like this and harmed by USAA refusing to obey the law and removing their illegal reporting from XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28079
Submitted Via: Web
Date Sent: 2022-02-22
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Was not notified of investigation status or results
Consumer Complaint: USAA attempted to re-insert a credit line. I had it blocked again. USAA continues lies. I will be making a complaint for every interaction for now on and if they use the copy paste response i will make another complaint for not even XXXX looking.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80521
Submitted Via: Web
Date Sent: 2022-02-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A