Date Received: 2021-12-31
Issue: Other transaction problem
Subissue:
Consumer Complaint: We completed a HELOC transaction with XXXX XXXX on XX/XX/2021 and the money was received the morning of XX/XX/2021 by USAA Federal Savings Bank. The money has NOT been deposited into my USAA Checking account as of close of business on XX/XX/2021. XXXX XXXX, the lending agency provided confirmation that the transaction processed and the money was received by USAA on XX/XX/2021. On XX/XX/2021, I contacted the wire department at USAA and spoke with representative, XXXX who confirmed the deposit was received on XX/XX/2021 and that USAA was experiencing a technical problem with processing. They were aware of the issue and currently resolving the problem. He then proceeded to assure me the funds would be available by XXXX XXXX on XX/XX/2021. At XXXX, there was no deposit. The funds were received over 36 hrs ago as confirmed by both the sender and USAA representative, XXXX. At XXXX XXXX, I contacted USAA Customer Service. I was informed the wire department was gone for the day. I politely asked to speak to a supervisor in hopes of elevating the issue and ensuring the case was documented. No supervisor was available. All I could speak to was an executive resolution specialist, XXXX could not provide any indication if/when the funds would be posted. She also explained that there were no supervisors available ( she inferred a supervisor might be able to access more information to explain why this was occurred ). I'm sorry, this is unacceptable. {$77000.00} is a lot of money and not being deposited in a timely manner is not in accordance with standard practices/regulations. USAA is a major financial institution and has mishandled this transaction in a gross and unacceptable manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: 80921
Submitted Via: Web
Date Sent: 2021-12-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Opening an account
Subissue: Account opened as a result of fraud
Consumer Complaint: My name is XXXX XXXX XXXX someone had opened a bank account in my name in a different city. USAA was the bank they were bouncing {$400.00} checks Until it reached in about XXXX in fraudulent cash.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 783XX
Submitted Via: Web
Date Sent: 2021-12-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-30
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: USAA Bank provided a letter dated XX/XX/2021 informing me that all checking and savings accounts that my spouse and I have held for over a decade were being unilaterally terminated by XX/XX/XXXX. No reason was provided. The closure timing was inconvenient as I was expecting some late IRS tax refunds to be deposited into that account. I also have funds tied up in a XXXX brokerage account that can not allow you to withdrawal more than a small sum of money to a new bank account ( since USAA closed my account ). This is denying me liquidity to pay my holiday and year-end expenses, About {$18000.00} is be tied up due to these related issues.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34202
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: On XX/XX/XXXX. I was scammed and submitted a fake check to one of my savings accounts. There was multiple transactions there to transfer money through XXXX to the scammer, all of them were rejected and was not sent. I suspected that it was fraud after multiple attempts to send money to the scammer. I called the USAA Fraud Department to report this right away and to put a note on my account so they can protect me. On the week of XX/XX/XXXX, I keep seeing on the USAA app that my funds are unavailable. I thought it was a glitch so I let it be. I received a call from USAA on XX/XX/XXXX which is XXXX XXXX at XXXX, I asked them to call me back because I am hosting a XXXX party with my friends and family plus it's already too late. The person told me that she understands, and would call me back. Today is XX/XX/XXXX, and I never received a call back. I contacted USAA to know more as to why my funds are unavailable and ask them to fix it. That's when I learned that they have closed or made all of my funds unavailable without prior notice including my savings accounts that I share with my husband. They made it unavailable before informing me, before I can give any opinion on my part. I have done my part to report the fraud activity because I was the victim, but they are treating me like I was the bad person. They have closed my accounts and did not give me a chance to transfer my funds so I can pay my bills on the first week of XXXX. They made my own money unavailable. How am I supposed to buy groceries, pay my bills, and feed my kid without access to my accounts? They told me that they will not send my check or my money until after 60 days. Where am I supposed to get money to pay my bills and buy food? They have violated my right to be informed, to be heard, and to redress this situation. I was a victim, and I have been a loyal customer to USAA since XXXX as a XXXX XXXX XXXX and this is what they paid me back. This is not right. They failed to inform me before making my funds unavailable. They failed to give me a warning or a notice. They failed to hear my opinions regarding what happened. They failed to protect me as a consumer to redress this fraud activity. Please help me correct this. They are also closing my credit card accounts and this will hurt my credit history. I have never missed any payments and have an excellent credit score, but because of this, this would hurt my credibility. USAA is also the account I used to receive my GI Bill and XXXX benefits from the VA. They did not give me a chance to change anything or even update my direct deposit before doing this to me. I have no money to pay my bills and buy food for my kid.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28348
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Fraud or scam
Subissue:
Consumer Complaint: I applied for a data entry wfh position and the company XXXX XXXX contacted me bank for an interview. We went through the interview process, and within 30 minutes I received a notice saying I was a great fit for the job. I was then transferred to my " training manger '' who was going to help me finish the application process where they sent me employment documents to fill out, Including SSN and a front and back picture of my license. On XX/XX/XXXX I had a task to deposit the check that was sent to my house that they had me track, so I can send the money to the equipment vendor with the company. The check was deposited at around XXXX, and shortly after the check was deposited we started working on wiring the money through XXXX which is on my mobile bank app. We tried several transactions and all failed but one. We ended up canceling that transaction and trying XXXX. It is not well past XXXX I am setting up my XXXX account and after a couple of attempts all funds were failed again. So we go back to the mobile app and wire transfer through the bank to the equipment vendor, trainer has rewarded me my " sign on bonus " of {$200.00} telling me to take the fee out of the bonus to wire the funds. Shortly after the full amount of XXXX was successfully wired to chase bank. Around XXXX the wire was initiated. I contacted the bank the next day in concern because my trainer wanted to deposit another check over XXXX for extra equipment, once I contacted my bank XX/XX/XXXX, Thursday Morning no representative was helpful other than letting me know that I potentially loss my money and would be responsible for the full amount. I spoke with a couple of different representative all giving the same response but one, she helped me a little by telling me to find somewhere to protect the funds I did have and further process on protecting myself. On XX/XX/XXXX I called USAA again for any answers regarding if they were able to stop the charges or if the check was cleared, etc. The representative I was transferred to noted that no one has attached themselves to my file yet and also gave me the rundown that they will start to investigate and I am fully responsible of the funds. The next day my account is still under a XXXX hold and it is now XXXX so I had to wait until everything opened up again. I contacted the police department Sunday the XXXX, where an officer comes to my house to take my police report. After explaining to him everything that is going on he proceeds to tell me its nothing he can do either because no crime has been done and there is nothing to report. So I continue to find websites like these so I can share my testimony because I do believe it is not fully 100 % my fault, my family has been with USAA for many years and the second they detect suspicious activity with account they automatically notify the cardholder, within SECONDS!! Also, I was the one who notified the bank of the fraudulent charges due to researching and my intuition the next day! This check was XXXX, and no one tried to cancel my charges when I called, they just kept telling me I was going to have to pay. No protection from my bank, no help from the representatives, just protocol verses that sound repetitive. Now my account is red and in the negative of more that XXXX and no one seems like they can help. I really want to file a police report because this individual has all of my identification, but like previously stated before the police sees no crime. Please help I have run out of options and I don't know what to do.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AL
Zip: 36830
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Starting XX/XX/21 we were notified by USAA that a check for about 45,000 was available for use in an account that has not been used in 5 years. Upon investigation we noticed that USAA accepted a check with no signature that was obviously fake. We asked for this to be removed and our account shut down. We were assured that our account could not be accessed, but we can not close the account until the investigation is over. We called today and after waiting 3 hours to notify them that there were multiple bill payments set up today by someone else, we were again assured no one could access our account. Our account now has over 20,000 dollars taken out. They continue to allow payments to be taken out though we told them they are fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: KY
Zip: 410XX
Submitted Via: Web
Date Sent: 2021-12-28
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA will not follow my instruction to change location of direct deposit of my $ XXXXmonth lifetime annuity. I filled out the required form and sent it two months ago to the USAA address on this complaint. I have called USAA multiple times and been put on holds for a long times, being transferred from Department to Department and nothing gets done. This is a repeat experience what I experience with USAA one year ago. I would gladly transfer my USAA lifetime annuity to another financial institution if USAA would set me free!
Company Response: Company believes complaint caused principally by actions of third party outside the control or direction of the company
State: WA
Zip: 98661
Submitted Via: Web
Date Sent: 2021-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-28
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: Dear Sir or Madam, 1. USAA FSB Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XXXX XXXX, XX/XX/XXXX, XXXX XXXX also 60 days late on this account in XXXX XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. I immediately disputed this information with USAA FSB and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX XXXX : Consumer Financial Protection Bureau po box 4503 Iowa City, Iowa 52244
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75154
Submitted Via: Web
Date Sent: 2022-01-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Attempts to collect debt not owed
Subissue: Debt was result of identity theft
Consumer Complaint: this message is for USAA. i reported to them that the credit card on file and consumer loan on file was the result of ID theft. i filed a police report and ftc id theft/fraud report as well and will upload for them to see. no further contact by business after this. thanks.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-12-27
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XX/XX/2021, I wrote a check to a business in the amount of {$250.00} for shower repairs. The check was written using a checkbook supplied to me by my financial institution, USAA. On XX/XX/2021, I was contacted by the business regarding the check. The check returned unpaid by USAA. Due to the check being returned, the I had to pay a {$25.00} returned check fee to the business in addition to the {$250.00} charge for services rendered. The account had ample funds to cover the check and there was no reason for USAA to not honor the check. I contacted USAA by phone on XX/XX/2021 to obtain information as to why the check was not honored and to request reimbursement of the {$25.00} returned check fee that I had to pay due to USAA not honoring the check. I called multiple times, spoke with multiple parties, and ended up on the phone with them for hours. I repeatedly offered to send them a copy of the check to research. In addition to not providing any information about the check, including not providing any information as to why it was not honored, they refused to reimburse me the {$25.00}. According to USAA, they will NOT reimburse any returned check fees that are not USAA initiated. I repeatedly explained that I had to pay a returned check fee because they failed to honor a check that should have been honored. They again stated they are not responsible for any returned check fees EVEN IF the returned check fee is due to their failure to honor a check that should be honored. I have no answer as to why they refused to honor the check and I had to pay {$25.00} due to their failure to honor the check. Despite this, they refuse to reimburse me for the charge. I confirmed that the information ( routing/account number ) on the check is accurate so I am at a loss. I am from a military family and I have always praised USAA. I have also worked with them for several years in a professional capacity. I am truly saddened by how poor their customer service has become and that they refuse to reimburse clients who are out funds due to their actions.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 34714
Submitted Via: Web
Date Sent: 2021-12-27
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A