Date Received: 2021-11-21
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Investigation took more than 30 days
Consumer Complaint: I have filed a dispute on the incorrect fraudulent accounts, inquiries and public records on my credit report with the credit reporting agencies and it has been very much over 30 days and I have not received any investigation results. I want an answer immediately.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 38016
Submitted Via: Web
Date Sent: 2021-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-21
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: On XXXX/XXXX/2021 I opened a USAA account service has been great and running smoothly until Monday XXXX/XXXX/2021 I was out to breakfast with my family and when I went to pay I was informed by the restaurant that my card was declined. I called to find out what was going on and was informed my account has been locked from all use and that I need to verify my identity I asked why was no contact made with me prior to blocking my account and I was told that I didnt have to be notified as Im subject to verification.. incredibly frustrated I did what was asked and at XXXX MST on XXXX/XXXX/2021 I submitted what was being asked of me and given the XXXX business days turn around notice I submitted my SSN, my valid drivers license and my date of birth to : www.usaa.com/idproof I have been calling everyday since the third business day Thursday XXXX/XXXX/2021 to just be told to wait another XXXX and they will escalate my concern. Its now XXXX/XXXX/2021 and my account is still locked and I have gone XXXX days without any access to funds bills have come due and I have accrued late fees, I dont have gas for my car and I have a special needs child who needs things on a daily basis as well as XXXX other children I have asked for speak to management and my request have not been met.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85747
Submitted Via: Web
Date Sent: 2021-11-21
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-20
Issue: Lost or stolen check
Subissue:
Consumer Complaint: XXXX XXXX, 2021 My wife wrote check # XXXX from our USAA checking account to XXXX. XXXX XXXX, 2021 I received notice via e-mail from USAA that the check was returned due to " improper endorsement ''. We are on the road so did not get to see email until XXXX XXXX, 2021 XXXX XXXX, 2021 I spoke to XXXX, who transferred me to the XXXX XXXX XXXX. Talked to XXXX. She said the check would not go thru due to the improper endorsement and the size of the check. {$60000.00}. No real help was offered and her attitude was not helpful. I called USAA back and talked to a representative, did not write down her name, she suggested a cashers check an offered to wave the fee. With her help we issued cashers check XXXX for {$60000.00}. The check has in the memo " XXXX XXXX # XXXX '' Now the fun begins : On XXXX XXXX, 2021 We check or account. ( Have a screen shot ) XXXX XXXX # XXXX XXXX XXXX XXXX Ret # XXXX XXXX XXXX XXXX # XXXX XXXX XXXX XXXX Official Check Request XXXX my Bal. XXXX Cashers check was issued the evening of XXXX XXXX, 2021. But check # XXXX was cleared XXXX XXXX, 2021. No one can explain how with {$72000.00} in the account check # XXXX and the cashers check XXXX both were issued. XXXX XXXX, 2021 my financial guy receives the cashers check from USAA. I tell him to hold on to it until I can figure out what to do next. XXXX XXXX, 2021 I tried to get USAA to let me speak to a XXXX. Made a couple of requests. Was told someone would call be back before XXXX pm. Call never came. XXXX XXXX, 2021 Spoke to XXXX # XXXX she did create a CASE # XXXX. XXXX from USAA call me and give a long title. I asked if she was a USAA XXXX, she again gives me a long title. I asked again, simple question, are you a USAA manage? She hangs up. Finally I get to a call center XXXX. XXXX XXXX. He was sympathetic to my problem. He tried to help but was limited in what he could do. We decided the best course of action was to have my financial guy use XXXX to overnight the check back to USAA. XXXX gave me the correct banking address. I did express some concern returning the check fearing it might get " lost ''. Cashers check was sent via XXXX the evening of XXXX XXXX, 2021. ( Have tracking number ) Check was signed for on XXXX XXXX, 2021 We call USAA every day. Probably a waste of time but trying to keep them focused on fixing this. XXXX XXXX, 2021 USAA XXXX XXXX XXXX member XXXX says the check is officially missing and we need to wait XXXX days to get our {$60000.00} back. I sent USAA, after some doing a .pdf showing the VOID'ed check with my USAA member number XXXX it. XXXX XXXX, 2021 Received e-mail that " check was found '' ( my term ). Funds will be in my account in XXXX days. XXXX XXXX, 2021 XXXX, will believe it when it happens. Decided to file this complaint. This should have never happened.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 76051
Submitted Via: Web
Date Sent: 2021-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Attempts to collect debt not owed
Subissue: Debt was paid
Consumer Complaint: USAA auto policy insurance closed my account, this is unauthorized, I do not consent USAA has violated my Federally Protected Consumer Rights. I tendered an instrument which is an agreement, said agreement is a consumer credit contract and as described in 16 CFR 433.1 ( i ) an instrument, and under UCC 3-104 ( a ) an instrument is a negotiable instrument and an unconditional promise to pay, no different than a dollar. The instrument constitutes as payment under the negotiable instruments act and has fully paid for this transaction on the date of consummation. I owe no debt. As everyone should know lawful money was removed from our economy by congress in 1933 by HJR 192 ( House Joint Resolution ) and replaced with negotiable instruments. These negotiable instruments are considered as legal tender on the same par and category as Federal Reserve notes. USAA canceled my insurance and is demanding that I pay a balance that I do not owe.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20774
Submitted Via: Web
Date Sent: 2021-11-20
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-19
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: My password book was compromised. The result was identity theft and most of my funds were gone. USAA was hanging up on me when I was trying to figure out what happened to my money. Then USAA told me various things such as " talk to your wife ''. This created a whole separate issue. After that I was told other false information. The USAA application stopped working and when it finally was working there were additional security measures which indicate that the bank discovered that someone other than myself was moving my money around. There are no recognized devices on my account now, which is inaccurate because I only utilize my cell phone to access my account. The bank representative that I spoke with about this matter told me that I can request IP addresses linked to my account and that he was mailing me such form. However I never received anything so I called to follow up. this time I was told that no such form exists. USAA is not helping me locate my money. In fact, it seems like they are avoiding responsibility for the matter.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: WA
Zip: 98512
Submitted Via: Web
Date Sent: 2021-11-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: USAA bank has taken over {$300.00} from me in the past year by refusing to permanently issue credits to my account after disputing certain transactions. -XXXX XXXX my car was fraudulently towed and I had to pay {$290.00}. I explained that to USAA, but Im assuming since I couldnt prove it by XXXX they took the credit back. Not even 3 months later the business closed due to too many fraudulent tows and Im still being refused my {$300.00}. XXXX XXXX I ordered a {$45.00} duffel bag to take with me to give birth, but it didnt arrive on time so I bought one in person and returned the one that was mailed. During that time I got a new debit card so the funds never went back onto my card. In less than the 90 days they say it takes to investigate they closed my case and took my money, because I didnt send proof of the return when I know I did send them the email confirmation from where I ordered the item. In this case it shouldnt have been a dispute to begin with because I no longer have the item and proved it! Plus the refund was processed from the retailer so if the funds werent found at USAA they shouldve been PERMANENTLY issued but were reversed as well. XXXX XXXX I ordered from XXXX XXXX XXXX and spent about {$92.00}. My order was delivered an hour late, the food was disgusting and even after experiencing every part of that horrible service and then some, the manager was even more rude and refused to refund me, even just partially for the horrible delivery. Id never eat there again yet was being forced into according a gift card just so he could get off of the phone. It was enough to have asked for a refund if it had been an in person transaction, but I believe I was treated that way because I was at home. I disputed this after the manager refused to help otherwise and once again before the 90 day investigation mark the funds were reversed from my account. There are a couple of other charges where I was told nothing could be done just because I was unhappy with the outcome, but isnt that the point of us being the consumer spending money? Im sure Im not the only one to expect a refund when I dont receive what Ive paid for. USAA did continue to refuse refunding any funds and told me they couldnt tell me any resources to help get my funds back. Im a XXXX veteran with a XXXX XXXX XXXX I dont have money to just throw away. Ive never had these issues at any other bank Ive had, they always do their due diligence and unfortunately in this case I was failed and let down. PS. After speaking to an agent recently I discovered that even though I have online alerts turned on I wasnt getting any emails from USAA notifying me to submit any proof/ paperwork. I didnt know about submitting anything extra till I called them to ask why the credits were reversed and I dont think I should be held liable for that since the site has numerous glitches Ive even seen myself.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 75067
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: XX/XX/XXXX usaa closed my account locked me out so I could not withdrawals any of my funds.. they informed me based on the depository agreement they have up to XXXX days to send my money. I have called at least XXXX times and get a different answer every time it now has been XXXX days and they still havent closed my account and sent my funds to me. They never gave me a reason why they said they can close it anytime. Worst customer service nobody is helping me I havent been able to pay my XXXX bills my sons XXXX and late on all my accounts because they blocked my money {$1400.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 325XX
Submitted Via: Web
Date Sent: 2021-11-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-18
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: A USAA Banking Service account was fraudulently opened under my name on XXXX XXXX, XXXX USAA was notified shortly thereafter to the fact that I had not requested or applied for their card. No activity is shown on that USAA account, as shown with the XXXX Credit reporting website. Still... the account was opened fraudulently.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: 72758
Submitted Via: Web
Date Sent: 2021-12-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
Issue: Other transaction problem
Subissue:
Consumer Complaint: I sent 3 transactions totaling XXXX to my broker through my bank. Had 2 of them recalled because I changed my mind but could not recall the third transaction which was for $ XXXX. I have all the documents from my bank and my chat with the broker rep. Im still out XXXX Please help
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33603
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-17
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, I purchased a ring for {$1600.00}. Later that day we found out it was a fake ring. I immediately reached out to USAA to see how I should proceed. They informed they would stop the payment to the merchant. Instead they preauthorized the charge to make sure it had no issue going through. I then file a dispute after the charge clears, do not hear back for a month, then get a laundry list of demands from USAA, including an appraisal. Which turns out to be an extremely difficult thing to get in rural NC. They then close the dispute 9 days later saying I took too long. I reach out again, they claim to reopen the dispute, we get all items submitted other than the appraisal. I later find out, all items were just added to the notes, was never submitted as documents, and the dispute was never reopened. At this point we have paid for an appraisal, submitted it, and USAA will not reach back out, or tell me anything of whats going on.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 289XX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A