Date Received: 2022-02-11
Issue: Closing an account
Subissue: Funds not received from closed account
Consumer Complaint: USAA decided to start the closure process of my account on XX/XX/2022. This made it so that they would only accept deposits and restrict me from withdrawing any of the money. Unfortunately, my disability check from the VA ( I am 100 % XXXX veteran ) was already sent to the account and was pending deposit so I couldn't have it send to my other account. I called USAA and received many different answers about when the account could be closed and have the corporate check sent to me. I emailed the CEO XXXX XXXX and President of the USAA Federal Savings Bank asking if they could close the account immediately and send me the check expedited as I depend on the check to live for the month as I have no other source of income. The CEOs office called and said they couldn't close it for 60 days due to laws and regulations, however I could not find anywhere in their disclosures that state these laws and regulations. The letter they sent me said that it would be closed WITHIN 60 days, but the representative who called said they couldn't close it until 60 days. Another representative told me they would be able to close the account and expedite the check to me once the account is in positive balance. Which it is.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NH
Zip: 03102
Submitted Via: Web
Date Sent: 2022-02-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: I am currently sharing a USAA checking account ( member # XXXX ) with my ex fianc and he was got involved in a scam involving fake check deposits, which left my account with a large negative balance. All funds left by XXXX and debit card transaction. My fraud claim was denied, which is in violation of Regulation E, specifically guidance related to scams from XX/XX/2021.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78254
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Took or threatened to take negative or legal action
Subissue: Threatened or suggested your credit would be damaged
Consumer Complaint: This complaint is for the lack of caring or reading comprehension for my cfpd complaints as now USAA is closing my complaints without even reading them/ responding to them. USAA marked my complaint XXXX as Marked as a duplicate complaint on XX/XX/2022 even though I went through USAA responses and inserted my comments to their responses. It's obvious USAA does not care to communicate in a fair/reasonable way. I'm making this complaint because USAA says I'm making un-founded claims however I assure you USAA continues to make unfounded claims on my credit report and continues to lie and attempt to re-insert the accounts on a near-monthly basis. This complaint is to show how shady USAA can be and how they really don't care. Also, USAA claims " if you have any additional questions, XXXX XXXX '' however when you try to call you just get sent to voicemail, and the voicemail is never returned because USAA doesn't look into anything or care about getting back to you.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80521
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-08
Issue: Getting a credit card
Subissue: Card opened as result of identity theft or fraud
Consumer Complaint: Checked my credit report to notice it was a credit card opened under my social security number but a different name ( XXXX XXXX ).
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 94577
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Managing the loan or lease
Subissue: Problem with fees charged
Consumer Complaint: I bought a car through XXXX on XX/XX/2021 which I financed through USAA. The contact info for XXXX is XXXX XXXX XXXX XXXX XXXX XXXX, TX. XXXX ( XXXX ) XXXX and ( XXXX ) XXXX Fax. The amount for the car was listed at {$43000.00} before I requested tax, tags, and title pricing to be added bringing the total amount due to {$47000.00}. It has been a total of roughly five months and XXXX has yet to cut me a check for the amount of {$3300.00} which I am owed. I have contacted the company at least sixty or more times about this and it is yet to be solved. It seems as if they have decided to take my money from me. Please help me. ;
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MS
Zip: 38654
Submitted Via: Web
Date Sent: 2022-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
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: I ordered new phones from XXXX through their upgrade service from my USAA Credit Card XXXX The phones never arrived and I was still charged for the merchandise. When calling T-Mobile they hung up on me twice and finally told me it wasn't their problem it was XXXX 's because they had been given a delivery receipt. I never received a package with the new phones. I disputed the charges from XXXX on my USAA Credit Card account XXXX XX/XX/2021 ) and reported the card Lost/Stolen to prevent additional charges. USAA then closed out the dispute saying the company had provided them with a delivery receipt and that it was enough to close the dispute and reverse credit for the amount. I have been fighting with them since XXXX last year to get it sorted out because I will not pay for merchandise I did not receive. I provided the same delivery receipt and confirmation of purchase, etc. but was told that isn't enough to confirm my dispute. XXXX, XXXX and XXXX all have given me the same " the original creditor has verified the information '' line and continued to report more false information on my credit reports. The account has been closed since XXXX yet they all report it as open... This is the last straw.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MO
Zip: 635XX
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-07
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: On XX/XX/2022 I made and mobile deposit of XXXX checks insurance checks with amounts of {$3100.00} ; {$180.00} ; {$710.00} ; {$2000.00}. I was alert during the deposit that there would be hold on {$1000.00}. I was told that other funds would be available immediately. Within the next few hours, my bank card was deactivated and I was all funds were unavailable to me. I contacted the USAA Bank however I was placed on hold for over an hour then hung up the phone. I called back then they were closed. Due to time, I had to wait until the morning to contact the USAA bank to find out the reason. I spoke with a XXXX which had me on the phone for over an hour to verify all the checks. The XXXX stated to me that she was placing a note in account what she had done so that I would not have anymore issues. We completed the call and with the hour I received alerts that my XXXX XXXX was disconnected for my account and I need to contact the bank. I contacted the bank for the third time was told I needed to talk to the fraud department. I waiting XXXX hours on the online for someone named XXXX to ask me the same questions I was asked before. XXXX also ask me aggressively why I had the checks, and what did I do for a living. I asked him wasnt this all documented in the system and I was yes and that he read the notes and he took the hold off and all the issues. He then stated that if I had any issues to that it would go straight to that department to clear it up. Later on in the day, the issue was still not resolved, I contacted the again on XXXX evening and spoke to a XXXX that stated that she saw all the approval of hold off the account but she did not see the date. She then when me to another XXXX named XXXX that stated that he did not see any communications at all within system with anyone throughout the day with any time that I call and that he placing hold on my fund until XX/XX/XXXX. I was not provided any documentation as this effect nor reason. On XX/XX/XXXX, I received an email stated that funds of {$1000.00} were available to me as it stated before when I originally made mobile. deposit. However, those funds have been held as well.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27529
Submitted Via: Web
Date Sent: 2022-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-06
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: On XX/XX/XXXX we charged a {$20000.00} upcoming cruise payment to our USAA account. The cruise was to embark from XXXX XXXX on XX/XX/XXXX. On XX/XX/XXXX XXXXXXXX XXXX notified us that due to covid our cruise and trip was being cancelled and we were entitled to a full refund or a future cruise credit. We chose a refund and notified XXXX. I was concerned as we had closed our USAA account that the original charge was made to in XX/XX/XXXX and asked XXXX if we could provide a new credit card number or bank account to refund and they said their refund process would automatically refund to the original account and only if the funds were rejected could they then pursue an alternate way to repay us. We had also charged our airfare and partial cruise payment for this same trip to an XXXX XXXX we had that was also closed. I contacted XXXX XXXX first and was assured that even though the account was closed they would accept any refund payment sent and credit our closed account. They would then notify us by statement we had a credit and we could call to have XXXX XXXX send us a check. I then called USAA customer service. I first spoke to a front line Customer Service Representative who transferred me to a specialist as they wanted to be sure I was given correct information since it was not a common question. I explained a substantial refund would be coming from the cruise line to our closed account and I was given the exact same assurance I had received from XXXX XXXX. That refunds are often received after an account is closed and it would be credited to our closed account and we would be notified and be able to then request a check from USAA for the credit balance. In XX/XX/XXXX we received a statement from XXXX XXXX that a refund for {$9800.00} had been credited to our closed account. We called and received a check from XXXX XXXX for the full amount. This refund represented a refund of our airfare and port taxes. XXXX assured us the remaining credit balance of {$8400.00} also charged to XXXX XXXX and the {$20000.00} charged XX/XX/XXXX to USAA would also be refunded at a future date. In XXXX of XXXX we received a statement again from our closed XXXX XXXX account with a credit of the {$8400.00} and we called and received a check from XXXX XXXX for the {$8400.00}. We heard nothing from USAA so I called asking if any refund to our closed account had been received and was told no, they had not received any refund for our account. I reached out to XXXX who took some time to respond and on XX/XX/XXXX notified us USAA had rejected the refunded payment of {$20000.00} as invalid account number despite the fact it was the original account number the charge was made to. XXXX then promised to send us a check. They never have sent a check and are now insolvent declaring bankruptcy. If USAA had done as promised and credited the closed account last XXXX there would be no issue. I reached out to the CEO 's Office 2 weeks ago. I was told they have no such ability to credit a closed account and that even if they found the phone call that included the promised process XXXX XXXX followed they would just coach the Representative to not make such a statement. We never got our trip and never will and the charge was made for services never rendered on our USAA Mastercard. We were assured the refund would be credited to us. If you are not provided valid information when you contact your credit card bank what are you supposed to do? Clearly other issuers have figured out how to properly process refunds received after an account has closed and USAA has not. Telling me that nothing could be done is not an answer that should be acceptable given the facts in this case.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32174
Submitted Via: Web
Date Sent: 2022-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-06
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: In XX/XX/2021, when reviewing mine and my husband 's checking account, I saw a {$250.00} check that wasn't ours, deducted from our account. The check contained another person, their address in FL and the writing was completely different than either my husband or my hand writing. In XXXX, when my husband notified USAA of the error, they initially said they would look into the issue and refund us the {$250.00}. After a few weeks, they stated that yes, the check was from another USAA member and was not from our account, however, they would not refund us the money since they stated it was past the time to report errors. ( The check was written XXXX XX/XX/2021. ) Twice my husband has called USAA to request they fix the error, and they admitted both times, it was their error, however, they stated too much time had passed and they will not give us our money back. This has been very scary since our bank has admitted to making a mistake but will not rectify the problem. And our account isn't new, we have been banking ( checking and savings accounts ) with USAA for over 20 years.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 214XX
Submitted Via: Web
Date Sent: 2022-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-02-05
Issue: Problem with a purchase shown on your statement
Subissue: Card was charged for something you did not purchase with the card
Consumer Complaint: A charged appeared on my USAA Bank XXXX issued credit card in the amount of {$3700.00} on XX/XX/2021 I disputed the fraudulent amount charged to my credit card. I disputed the amount on XX/XX/2021. The amount appeared again on my USAA XXXX credit I call them to dispute the fraudulent charged they refuse to investigate. I am requesting the fraudulent charge of {$3700.00} to be removed and all fees, charges credited to my XXXX card ending in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PR
Zip: 00949
Submitted Via: Web
Date Sent: 2022-02-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A