Date Received: 2022-01-11
Issue: Problems at the end of the loan or lease
Subissue: Problem while selling or giving up the vehicle
Consumer Complaint: XXXX XXXX-I attempted to sale my vehicle. Its XXXX XXXX XXXX. I was informed at that time that my title was reading within mechanical limits which depreciates the value over $ XXXX. The dealership refused the purchase it at a fair market price. I then attempted to resolve this issue with the DMV, Tag & Title office located in XXXX GA, XXXX XXXX. The supervisor informed me that the clerk input my information in the computer incorrectly due to a computer system upgrade & that this matter couldnt be resolved without the original title. She asked me to contact my lein holder which is USAA. I contacted USAA and they stated that they received an electronic title, not the original. USAA attempted to retrieve the original title 3 times since XX/XX/XXXX and never received it. Ive contacted both the DMV/Tag & Title Office manager several times about this matter and they have told me that they do not have the original title to make the corrections so I can sale the vehicle at a fair market price. I then contacted XXXX in XXXX Ga where I originally purchased the vehicle for a copy of my agreement, since I feel like they have violated my consumer rights as well by not disclosing all pertinent information related to the vehicle upon purchasing. The items of speaking of include the incorrect odometer reading & auction purchase. It has been six months that myself and my lien holder has tried to resolve this matter with no help. This failure on the Tag, Title & DMV office in XXXX GA, XXXX XXXX and the XXXX Dealership in XXXX GA has costed me over {$900.00} a month in fees. Their lack of compassion and blatant disregard for my rights has caused hardship on me and my family. As an Active Duty Military Member for the past 17 years I have never been treated so unfairly or violated. Please investigate and help me resolve this issue immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CA
Zip: 90732
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On XX/XX/XXXX I attempted to withdraw {$500.00} from an ATM. The ATM displayed an error and didn't distribute the funds. However, the {$500.00} had been taken from my account. I called the XXXX number on the ATM and drove immediately to the nearest XXXXXXXX XXXX location . The person at XXXX XXXX told me I would have to file a dispute with my bank for that transaction. So, I went home and filed the dispute immediately. In the meantime, I was credited the {$500.00} while the dispute was being reviewed. Six weeks later, I notice that my bank, USAA, took the {$500.00} back out ( XX/XX/XXXX. ) I called USAA on XX/XX/XXXX to ask why the funds were taken out and they stated that they received information from XXXXXXXX XXXX stating that no error had occurred. I asked my bank, USAA, to open up the dispute again and request VIDEO from the ATM to verify. On XX/XX/XXXX I filed a report with my local police department and they went to the bank to request video. On XX/XX/XXXX I also filed a complaint with the XXXX I have yet to hear back from my local PD. On XX/XX/XXXX I called USAA again and requested that they ask for video evidence and why my dispute hadn't been reopened. On XX/XX/XXXX I called USAA again and asked why a member of their dispute team hadn't called me back yet. At that point in time, I was informed that they reviewed my call from XX/XX/XXXX and that there was in fact an error at the ATM and that I would be getting my {$500.00} back in the next 1-2 days and that I would receive a call from a manager within XXXX hours to confirm this and provide written confirmation. On XX/XX/XXXX I hadn't heard back from USAA so I contacted them. Now, they're saying that there were no notes put in to reflect the refund of {$500.00} or the request for a manager call back. On XX/XX/XXXX I called XXXXXXXX XXXX again and they stated that to obtain video footage of this transaction as proof that I didn't receive my funds, USAA would be required to request a copy of said video. At that time, I called USAA and informed them that USAA would need to submit a request for a copy of the video footage. I was then informed that they would make a note of this and that I would hear back within XXXX hours. As of XX/XX/XXXX, I hadn't heard anything from USAA and called them. XXXX, the individual responsible for my case, wasn't available so the agent on the phone took my information and said that I would hear back from her or her boss today. ( This was the second time I'd asked to speak to her supervisor about the information I had received, the information I was trying to provide and the way this situation had been handled by this bank. ) As of XXXX on XX/XX/XXXX, I still have not received any type of communication from XXXX or her supervisor.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 433XX
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-11
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I was charged twice for the same transaction in error I contacted USAA and placed a dispute. I was told I needed to file the dispute form giving them permission to dispute the charge and provide a provisional credit to my account. This happened on XXXX XXXX. As of today I have not received my provisional credit and two of my bills came through in which I got a nsf fee. When I contacted them to find out why they told me after the 10 day waiting period I would get the fees credited to my account but meanwhile the two bills were not paid and sent back as nsf. When I asked what happened to my funds being placed back in my account within 24 hrs of my complaint so I would not have to have returned items they continued to tell me it takes 10 days..why would it take 10 days instead of 24 hrs..I asked for a manager they claim no one is available and I would get a call back meanwhile my creditors think I am bouncing payments when that is not trueI demand USAA be investigated for not doing their due diligence in providing a credit to my account to avoid the nsf fees
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08081
Submitted Via: Web
Date Sent: 2022-01-11
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-13
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I was a member of USAA Federal savings bank for 17 years. I got my first account there at age XXXX, I was able to get this account because my deceased father was an XXXX XXXX XXXX. I used USAA for checking, savings, car and renters insurance. They recently closed my accounts stating they couldnt give me a reason as to why they did, I spoke to many managers and refused to hang up without an answer and after two hours on the phone they ended up telling me someone would call me which of course they never did.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 78245
Submitted Via: Web
Date Sent: 2022-01-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: XXXX has repeatedly failed to give myself access to my wifes account, severely restricting my ability to use my familys finances. My wife had to call numerous times and speak to multiple different agents in order to get me added digitally To her account, and give me access. Between several different agents, this simple task has now taken over XXXX months, and its still not complete. Throughout the entire course of this issue, USAA has not only failed to notify us of our account status, account changes, but they have failed to perform their basic duties as a financial institution. At one point, an agent added myself to my wifes account as a child. This is because the agent did not know the difference between the word spouse and child. This agent, along with several other agents advised that a debit card would be sent to our house and would arrive soon. As of writing, this still has not happened and an agent today confirmed it still has not been sent. Almost every single agent has given my wife a different answer as to why this hasnt been completed yet. Every time an agent has tried to contact my wife, who is a teacher, they call her in the middle of the day and leave no message or callback number. This completely eliminates my wifes ability to talk to an agent, due to your business hours. This issue has gotten so bad, and again has taken over two months now - So I took it upon myself to email the advertised CEOs email address, XXXX of USAA. I believe this is falsely advertised as the CEOs address, in order to make the business seem more friendly. Today and agent called me, Claiming they worked in the CEOs office. When I asked them if the debit card had been sent, they immediately stated that the debit card has still not been sent. This agent claimed that the newest reasoning for not sending the card, is that we didnt give them a pin number for it. This agent falsely claimed that my wife was notified. My wife was never notified about this, which is why we have still been waiting and I had to contact XXXX. This agent refused to answer a simple question- why does USAA insist on talking on the phone, in order to do literally anything? The reason I ask this, is because USAA refuses to address this issue at all, unless we are currently on the phone. As proven by our dozens of phone calls and numerous interactions across several different agents, they are not capable of resolving this issue even while they have us on the phone in real time. Further, this latest phone call has proven that they will change their answers every single time, instead of resolving the issue. At no point did any previous agent ask my wife about a pin number. It is despicable, disgraceful, and downright unprofessional to have withheld a debit card for XXXX months, and claim its because of a lack of pin number. If a pin number was needed, they could have easily just assigned a random number- which is what almost every other bank in the world does. Also, it can easily be updated remotely, making this agents claim absolutely false. I strongly believe this claim about a pin number being the sole cause of this card not being sent, is a direct lie.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: USAA has prevented myself from accessing the funds in my account, and have failed to notify me of account changes and account actions they have taken without my consent. For multiple weeks now, my debit card has not worked. My debit card is set up for auto pay on almost every single bill I pay every month, including car insurance, phone bill, server bills, business fees, etc. At no point did USAA notify me of any issue with my account, either through phone call, email, or any form of correspondence or notification through the USAA mobile application. This has completely eliminated my access to my funds. I am unable to use any of my funds or pay any of my bills, and have had to directly transfer all of my bills to different routing. This has not only cost me a lot of time and suffering, it has caused a severe financial burden. Because nobody from USAA would call me or email me, I decided to email the CEO of USAA directly - XXXX. I received a call from an agent today, who advised that my debit card is not locked out, but has only been suspended because the pin number was input incorrectly too many times. Again, at no point did this entire corporation notify me of this through any form of communication. Not only is this a severe issue because of the lack of access to my funds, this could have been a possible breach of security. A pin number being input incorrectly too many times is a clear indicator of fraudulent activity. Had this been the case, USAA wouldve allowed somebody to continuously commit fraud without notifying me of any issues whatsoever - A blatant and direct violation of federal law, and the agreement I signed when I created the account.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Opening an account
Subissue: Didn't receive terms that were advertised
Consumer Complaint: USAA has failed to properly train and verify their agents ability to handle financial transactions Or any form of account management. I can directly prove that USAAs agents do not meet basic criteria required to be doing their jobs, resulting in severe financial issues as well as problems insuring vehicles. I have been using USAAs banking for over a year in addition to having used their car insurance most of my life. Throughout my entire lifetime, USAA has failed to provide a single agent who is capable of understanding the USAA app, basic financial terminology/functions, or resolving any issue whatsoever. I can prove this through documentation. As both a financial institution, and a car insurance provider, USAA is required to provide agents who are capable, properly trained, and properly certified, to be handing financial accounts and transactions. Every single interaction or issue I have had with USAA has caused me to have to email the CEO directly in order to get any basic form of customer service, from someone who is competent enough to understand basic English. XXXX is advertised through various emails as belonging to the CEO. I have had numerous issues with this institution, and had to escalate all the way to emailing that address directly. Every time somebody calls, they identified himself as having worked in the CEOs office. There are numerous emails and phone calls from me that will prove this, that I have emailed XXXX numerous times in order to resolve basic issues- Such as getting an agent who is competent at a basic level. Because all of these interactions and issues have had to be referred to the CEOs office instead of customer support directly, repeatedly, USAA is in violation of federal law. USAA is not providing proper customer support to handle all of the financial accounts and transactions it needs to. My emails and correspondence With the CEOs address and the CEOs office will show that every issue I have had needed to be resolved by the CEOs office - Thus proving that customer support does not exist At the level USAA advertise it. USAA will explain why they are failing to hire competent agents. They will also explain why they are forcing me to bypass customer service and take extra steps- Beyond what all the other customers have to do - in order to get basic financial service for my financial accounts. This is not the customer service that was portrayed and advertised to me through various means.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98501
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-10
Issue: Incorrect information on your report
Subissue: Old information reappears or never goes away
Consumer Complaint: USAA BANK CREDIT CARD still reports late 30 to 60 days on a card from XXXX and XXXX that is closed and will not clear from credit bureaus
Company Response:
State: MS
Zip: 39211
Submitted Via: Web
Date Sent: 2022-01-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: XX/XX/XXXX Customer ( me ) called USAA once customer saw financial charges going out of checking account. Informed USAA of false charges and that these were fraudulent and stolen activity, customer 's phone was compromised and someone had debit card information and personal information and was stealing money from my account. Customer was forwarded to the fraud department. XX/XX/XXXX Customer called a second time to ask USAA to freeze or change bank account due to fraud charges, phone being compromised, account information being accessed by someone doing fraud and theft. Asked for instructions on what to do. Was not given any guidance. USAA locked me out of my account so then I couldn't see anything that was happening in my account. I told USAA not to send me another debit card due to my account was compromised. XX/XX/XXXX or XX/XX/XXXX ( date not positive ) Called USAA again to ask for instruction on next steps to do to further protect my account again notifying them that my information has been stolen, believe they have my card, and someone has my bank account information, all these charges are theft and asking them again for assistance. Not sure of exact date but told USAA NOT to send me a debit card due to not feeling my account is secured. Requested that a bank manager contact me to assist me with this process and not sure of next steps and still feeling that my account is compromised. I was told that I had hung up on representatives from USAA based on their records. I told them that this was not correct, I have not hung up on them but there have been times where my calls were disconnected and I immediately called them back and sat on hold for over 20 minutes every time for my repeat calls. Someone in customer service did give me access to my account. I stated my concerns again that account information is compromised and stolen and I wanted my account locked or protected so that no further transactions could go through. I was told that there was nothing more could be done. No responses for 2 weeks from the time I first filed my concerns and spoke with fraud department at USAA. I received one call from an " assistant to a manager '' the week of XXXX. He said his name was XXXX and that the manager XXXX XXXX ( not sure of spelling of name ) would be contacting me. And I have never received a call from anyone else from USAA or messages still as of today XX/XX/XXXX. XX/XX/XXXX -- Customer contacted USAA again and asked for a manager call and let USAA know that no manager has returned my calls. I have left up to XXXX different messages requesting a manager call back between XX/XX/XXXX to XX/XX/XXXX. The last message I left was on XX/XX/XXXX to checking account representative XXXX XXXX XXXX requesting that any manager call me back, anyone that could further assist me with how to protect my account because I was told by checking account customer service ( XXXX ) that I could not put a transaction block on my account. I have been making this request repeatedly and USAA continues to be unresponsive, no phone calls, no communication. Financial details -- *USAA has not returned calls despite multiple requests to have a return call by a manager to talk with them about customer 's concerns that my account information has XX/XX/XXXX - fraudulent charges made to my account through XXXX {$490.00} {$540.00} {$490.00} ( these funds are still out of my account ) Note : USAA has temporarily put back in these funds. {$490.00} {$540.00} XX/XX/XXXX fraud charges {$200.00} charged even after notifying USAA to freeze my account on XX/XX/XXXX due to fraudulent charges on XX/XX/XXXX and concerns of theft and fraud and my account being compromised on XX/XX/XXXX. I also have wanted to appeal another fraudulent claim denied and nobody from USAA has returned my calls or requests for a manager to call me. XX/XX/XXXX {$94.00} USAA denied fraud claim even though I notified USAA immediately I was asleep at home when the XXXX am purchase was made. They have now taken that money back and still have not returned my calls when I ask how to appeal a denied fraud claim. Log of calls to USAA demonstrating my efforts to get help : XX/XX/XXXX USAA customer service and fraud department twice XX/XX/XXXX XX/XX/XXXX or XX/XX/XXXX gap in records of call specific details, but will try to get a thorough print out from XXXX XXXX XXXX. XX/XX/XXXX XXXX am XXXX hour and XXXX minutes XX/XX/XXXX XXXX am XXXX hour XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX am XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes ( customer was hung up on and had to call back sit on hold and then finally spoke with a representative ) XX/XX/XXXX XXXX pm XXXX minutes XX/XX/XXXX XXXX pm XXXX minutes not able to hold for the XXXX minutes anticipated/ customer ended call XX/XX/XXXX XXXX am XXXX minutes
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80226
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Other features, terms, or problems
Subissue: Other problem
Consumer Complaint: Card was charge off XXXX of XXXX and as of XX/XX/XXXX USAA is still running inquiries into this charged off account. This account was sent to a debt collector ( XXXX ) and when contacted, they stopped all activities and sent the account back to USAAI will have a complaint on them in another filing. Pursuant to 15 USC 1692c ( a ) ( b ), 1692e ( 8 ), 1692b, 1681i, i, XXXX XXXX XXXX, beneficiary am being subjected to custom and usage practices of USAA and injury has occurred. Furthermore, pursuant to 16 CFR 433.1, 433.2 and 433.3, this was supposed to be an open-ended account and USAA failed to notify me of this or perform in this manner since the account inception in XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 08873
Submitted Via: Web
Date Sent: 2022-01-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A