Date Received: 2022-01-07
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: USAA is trying to put a hold of over {$600.00} on my check of {$1000.00} and some change. They put a hold of over {$250.00} on my last check as well. Before that, no holds on my check since my first one I received midXXXX. When I inquired, the first rep ( chat feature ) told me it could be any number of reasons that there was a hold put on my account. The second rep ( by telephone ) said all he could see is my monthly balance was low overall. That doesn't add up, since my monthly balance has been low since I moved in midXXXX. I had to use all my savings and bank monies to move/get settled in, so if that is the case why is this just happening a week into XXXX instead of in XXXX when I received my first check? They do not have any way to stop this from happening apparently, no reason for it happening, it has caused me to overdraft my bank account- I rectified that and got a refund for a service I was not utilizing and didn't realize would auto-pay yearly. I now have a {$14.00} balance on my bank account, so I guess that's all that will ever be put into that account because I refuse to have 2/3 of my check on hold for a week. I only get paid every 2 weeks, this is unacceptable.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 136XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-08
Issue: Lost or stolen check
Subissue:
Consumer Complaint: On XX/XX/XXXX, I ordered an online Teller Check ( cashier 's check ) from USAA XXXX in the amount of {$2300.00} to be mailed to property management company ( PM ) for XXXX, XXXX rent payment. USAA issued the check on XX/XX/XXXX and allegedly mailed first class by USPS to the PM. According to PM, check was never received - no way to trace. On or about XX/XX/XXXX, I called USAA to request a stop payment on the teller check. USAA stated that their policy doesn't allow for a stop payment of a teller check. Their policy is that a consumer has to wait 90 days before the bank can process a stop payment. During that 90 day period, the teller check with either be cashed or it will expire by its own terms. I periodically checked with USAA to see if check had been cashed. Each time, I was told it had not. On XX/XX/XXXX, I called USAA & was told by XXXX XXXX that check had not been cashed during the 90 day period. She stated the next step was for me to complete a " Declaration of Loss and Indemnification Agreement '' to start the reimbursement procedure & that it would take two to four business days from the date of receipt by USAA for USAA funds to be credited back into my account. XXXX XXXX immediately emailed the prefilled Declaration document to me with instructions for its return. I signed the document & faxed back to USAA. Supervisor XXXX acknowledged document is marked received on XX/XX/XXXX. On Thursday, XX/XX/XXXX, I called USAA for a status & was told by XXXX XXXX that refund could possibly be in my account some time during that day or no later than Friday, XX/XX/XXXX. Today, XX/XX/XXXX, I called USAA for a status as no funds had deposited to my account ; I spoke with Agent XXXX # 1 who pretty much gave me the run around & stated he didn't know when the funds would be deposited. Every time I have called for status, it takes representatives 15+ min to research my account 's activity from XX/XX/XXXX through XX/XX/XXXX to conclude the check is still uncashed. I asked to speak to a Supervisor & after several attempts to dissuade me, XXXX XXXX # 1 reluctantly transferred me to XXXX XXXX. XXXX XXXX was very empathetic and seemed genuinely concerned. She placed me on hold and after about 20 minutes to conduct the infamous search once again. The the call disconnected. I waited in hopes she would call me back but she did not. I called back & I spoke with XXXX XXXX who was the complete opposite of XXXX XXXX. He told me I couldn't talk to a supervisor & that there was none available & that the only thing he could do was to have one call me back. I said " no, I want to talk to one right now ''. XXXX XXXX said he was going to try to find a supervisor for me & placed me on hold. After a couple of minutes, the call went directly into a survey. I called back & spoke with XXXX # 2 & I explained how frustrated I was & he said he would transfer me to a supervisor. I then spoke with XXXX XXXX. He stated that for whatever reason there had been a glitch or something or other & they had not been able to get to my account until XX/XX/XXXX. He said he was noting everything & kept apologizing. XXXX XXXX said he was placing my paperwork at the top of the priority pile & that funds would be in my account no later than XX/XX/XXXX. As a courtesy, XXXX XXXX refunded three insufficient funds fees. My husband and I are XXXX & XXXX, respectively. We are on a fixed income. Tying up those funds for almost four months has set us back tremendously. We had to replace the lost check because the PM gives only a 3 day window for rent payment before they assess {$280.00} late fee in addition to commencing a $ 5/day late payment penalty. The PM has charged us {$310.00} in late fees because the rent was not paid until XXXX, XXXX. USAA has been earning interest on our {$2300.00}. I can't believe that this is fair or legal. The {$2300.00} didn't come out of USAA- we paid it. So, any interest earned is rightfully ours. The negligence in whatever happened for them to take so long to merely start looking at our issue is appalling. Payments that we have on auto deduct weren't paid due to insufficient funds & a {$29.00} fee has been charged for each returned item. USAA has collected pretty well on an error that could have been caused by them since it isn't known whether USAA ever truly mailed the check out or whether the PM lost it.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79925
Submitted Via: Web
Date Sent: 2022-01-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-07
Issue: Managing an account
Subissue: Problem making or receiving payments
Consumer Complaint: In the month of XXXX I utilized my bank 's bill pay service by scheduling a time for a payment to be sent and received by at my local water utility company. This bill pay service has a service guarantee in their XXXXXXXX XXXX XXXX that states if the payment doesn't doesn't post in time, and you met the scheduling requirements, they would cover up to {$50.00} in late fees. I was charged two late fees ( For two utility accounts ) or {$7.00} each. I attempted to seek remedy for to be reimbursed through my bank. After countless phone calls, time spent on the phone, and representatives that would either transfer me or just take notes, I have to give up and submit this complaint. It's black and white in the XXXXXXXX XXXX XXXX that I should be reimbursed the late fees due to their service failure ( or their 3rd party service failure ). I have attached the XXXX & XXXX and review specifically the following : Payment Scheduling The earliest possible Scheduled Payment Date for each Payee ( typically five ( 5 ) or fewer Business Days from the current date ) will be displayed within the Service when you are scheduling the payment. Therefore, the Service will not permit you to select a Scheduled Payment Date sooner than the earliest possible Scheduled Payment Date designated for each Payee. When scheduling payments, you must select a Scheduled Payment Date that is no later than the actual Due Date reflected on your Payee statement unless the Due Date falls on a non- Business Day. If the actual Due Date falls on a non-Business Day, you must select a Scheduled Payment Date that is at least one ( 1 ) Business Day before the actual Due Date. Scheduled Payment Dates must be prior to any late date or grace period. The Service Guarantee Due to circumstances beyond the control of the Service, particularly delays in handling and posting payments by Payees or financial institutions, some transactions may take longer to be credited to your Payees account. The Service will bear responsibility for any late payment related charges up to {$50.00} should a payment post after its Due Date as long as the payment was scheduled in accordance with the guidelines described under Payment Scheduling in these Terms and Conditions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 357XX
Submitted Via: Web
Date Sent: 2022-01-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: Last week when logged into my USAA banking account using their mobile app I was presented with a 10 question mandatory survey. The survey asked my income and net worth and then asked 8 questions about XXXX, like how often and in what amounts I was likely to use XXXX to deposit, transfer or withdraw money from either my checking of savings accounts. The survey told me that if I didnt complete it my online access to my accounts would be suspended and only allowed me to bypass it three times before the suspension would take effect. They claimed that all of this information was required by the federal government. I wrote a complaint letter to the USAA XXXX and had a reply from his office. The aIde I spoke to first claimed that all of this info. was required annually by the Patriot Act. When I challenged that the feds wouldnt require information from my about my plans to use XXXX she admitted that that part of the survey wasnt really required and didnt understand how it was included.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30062
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Problem with customer service
Subissue:
Consumer Complaint: I believe USAA is denying me the use of my deposits within a reasonable amount of time needed to purchase a home. I ordered a cashiers check from USAA on XX/XX/XXXX for the amount of {$62000.00} for closing costs on a home that is scheduled to settle on XX/XX/XXXX. The deposit balance for the check in my account was immediately withdrawn to issue the check. The check was to be expedited with a shipping time of XXXX days. I called USAA on XX/XX/XXXX to inquire about the status of the check and was told it was issued on XX/XX/XXXX and had not yet shipped. I again called USAA on XX/XX/XXXX to inquire about the status of the check and was told it still had not shipped. Upon manager escalation I was told that the check had been canceled and the funds would be available in XXXX business days from cancelation. I was planning to wire the money to the settlement agent rather than waiting on the cashiers check. I explained to the representative that this was not an acceptable or timely solution. On this timeline the deposited funds were withdrawn on XX/XX/XXXX and may not be made available to me again until XX/XX/XXXX. He ensured me this was the best he could do and that no further escalation was possible. I called again the evening of XX/XX/XXXX after learning that the settlement date would have to be moved without the funds and likely cost {$1500.00} for a rate lock extension as the rate expired on XX/XX/XXXX. The delay would also jeopardize the purchase of the home as there were several other offers on the house. When I called the evening of XX/XX/XXXX I was ultimately transferred to the bank 's Executive Response Team ( ERT ) after indicating I would be filing a complaint with the CFPB if this was not resolved in time for settlement on the morning of XXXX. In speaking with the member from the ERT she informed me the best she could do was have a manger call me back the following day, XX/XX/XXXX, and that those deposited funds could be made available within XXXX days with an expedite. As of XXXX am EST on XX/XX/XXXX I am still without those deposited funds. My deposited funds have not been available to me for 7 days with no resolution identified. I believe USAA is denying me the use of my deposits within a reasonable amount of time and this is potentially going to cost to incur additional expense in the form of a rate lock extension at best, and losing this home and restarting the search for a new home in a challenging market at worst. The situation is unacceptable and USAA 's lack of urgency in returning these deposited funds to me is insufficient and extremely disappointing for a for what is regarded as a trusted financial institution.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 19146
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: Checks were mailed to company for payment in full. Representative verified that they received monies but paperwork with acct numbers has been lost by company so they returned the checks to me. Debt should be paid in full.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Managing an account
Subissue: Banking errors
Consumer Complaint: I have 2 issues using USAA banking services. 1st issue is that my checking account deposits are not being credited in a timely manner and my account has been put of a fraud alert. because I sold a truck to " XXXX '' and their check got returned and then they wired the funds the next business day and corrected the situation. NOW Usaa is putting my account on " fraud alert and I have now been on hold for almost 3 hours, with a representative trying to resolve this mistake. '' My time is valuable and its not being treated like such. 2nd issues is USAA had a credit card rate offer of 6.9 % and my credit is excellent yet because USAA is using an outdated XXXX SCORE of XXXX, XXXX it shows a low XXXX score so they gave me an interest rate of 12.9 % AND I monitor my scores on XXXX site and istead of using my XXXX score of XXXX, they are using an outdated score of XXXX? this is not a good use of a range of interest 6 % higher by using an outdated XXXX score... how is this legal?
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 190XX
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-05
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: Well my wife started a new job with usaa banking in XXXX well she find out that they offer a lot of different services because we are in the processing of fixing our credit. She opened up an banking account with usaa banking and decided that I do the same. As we call them together I was unable to open up and banking account because a banking account was already opened up in my name. Back in XXXX when I was incarcerated at the time. I let them know that I was unaware of that account and that I never even heard of usaa banking until my wife started working there in XXXX when she was trying to get me to open up a saving account with them. They rushed me to the fraud department as I was asked so many questions. I believe i made that phone call in XXXX I wont to say the XXXX. I was told to call back but every time I called back Im being hung up on or transfer to someone that cant help me. I was told to call back to check up on the status of the investigation. But no luck I called back about the XXXX right after XXXX to only be told that someone will be in contact with me. Well I was able to access the account because they had added my phone number to the account instead of closing the account and I was able to reset the pin to get into the account. The information I got out the account was the person stayed in XXXX Pa address XXXX XXXX XXXX XXXX PA XXXX they even created a email For me XXXX they telephone number XXXX and they had one number in my ssN that was missing and Im lost to how they were even allowed to opened up an account without a full ssN. Previous before all this had happened I had some misspelled names on my credit that I had taken off. After I reported to usaa that this was not me. It all of a sudden pop up on my credit. I also have another bank account that was opened in my name at XXXX XXXXXXXX XXXX and its now on my credit before it wasnt. Also outrages medical bills that I dont recognize because I always had insurance with my job or through my wife job. I need to know how I go about this and how do I bring charges forth because I do wont to press charges for identity theft
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28214
Submitted Via: Web
Date Sent: 2022-01-05
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Incorrect information on your report
Subissue: Account information incorrect
Consumer Complaint: XXXX is reporting my USAA old credit card account incorrectly. Paid XXXX XXXX {$350.00} to settle in full the {$800.00} balance on XXXX per USAAs instructions. I have a letter dated XXXX from XXXX stating I have a XXXX balance with USAA Savings Bank acct ending in XXXX after my payment. The letter also states the account is now settled in full. I uploaded this letter to XXXX, but they would not delete the incorrect info on my account saying I have a {$430.00} balance left on the account and they did not put settled in full on my USAA account on the credit report. I disputed both online and via phone again on XXXX with no change. Yet both XXXX and XXXX updated my account correctly within 3 weeks to {$0.00} balance and settled in full and my scores went up. My XXXX credit report is lowered due to incorrect reporting. Please fix asap!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 27616
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2022-01-04
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA closed my savings and checking account on XX/XX/2021. I called 4 times asking why the accounts were being closed and all I was told was it was a management decision and I could not be told why.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28806
Submitted Via: Web
Date Sent: 2022-01-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A