Date Received: 2021-11-17
Issue: Closing an account
Subissue: Company closed your account
Consumer Complaint: I received an email today that says " After careful evaluation, we are writing to inform you that USAA Savings Bank is exercising its right to no longer maintain a banking relationship with you due to your account activity or usage with us or an affiliate. '' I have been with USAA for around 30 years, most of which was as a XXXX XXXX XXXX, I am a XXXX XXXX which qualified me for their services. I had several savings accounts, and a checking account with just over {$10000.00} in them, and 1 credit card with a {$0.00} balance as we use others. My credit score is high and we carry no debt other than our house. So I could not imagine why they sent this, the letter references just the credit card but when I called, and was on hold several times for an hour I was escalated to their Executive Resolution dept or something similar and was told they would not disclose any reason for the closure and also ALL of my accounts would close on XX/XX/2021 This makes no sense. I worked overseas for the last 7 years and just returned on XX/XX/2021 from XXXX. I spent 1 year working at XXXX XXXX with the military and then took a job with the XXXX government as an XXXX XXXX XXXX. They pay well so of course I transferred money back home on a regular basis plus a large deposit of my final pay when I left the job. If they were concerned about these transfers they could have asked as I have documentation of the job and pay. Otherwise I can not imagine why they would close the accounts. It is unacceptable that they can do this type of thing to consumers. I am not inclined to remain with them at this point but I deserve a reason.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 615XX
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 when making payments
Subissue:
Consumer Complaint: usaa charged my personal loan and credit card debt off during the pandemic. around XXXX or XXXX of 2020 i fell behind all of my payments with them and due to my XXXX XXXX XXXX XXXX from XXXX from being overseas in the XXXX i totally forgot to pay them. and plus i was unable to pay during the pandemic. come to find out, without my knowledge, everything was charged off and now it is hurting my credit. i am working out a payment plan with the debt collectors about this but i want USAA to remove my accounts from charge off or collections so that i can resume my regular payments again and get back on track. i am willing to work with them
Company Response:
State: NC
Zip: 283XX
Submitted Via: Web
Date Sent: 2021-11-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: Tried to cancel membership due to the fact that I have no products with the company. All I wanted was a quote and they are saying I have a " lifetime '' membership! Can't cancel my information from their system. Tried multiple times and get put on hold for hours.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37069
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-16
Issue: Closing an account
Subissue: Can't close your account
Consumer Complaint: On Thursday, XX/XX/2021, I attempted to close my bank account with USAA. They wouldn't allow me to close it and told me to call back at a later date. While waiting, USAA charged me a {$29.00} overdraft fee even though no money was overdrafted. This fee is on top of many other fees they had charged earlier in the month, the total coming out to nearly {$200.00}. Not only is this predatory, I believe their lack of care for resolving this issue comes from the fact that just a few months ago they paid out over {$1000.00} to me but only after having filed a previous complaint that they were overcharging me on insurance by double due to their mistake when setting up my insurance with them to begin with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: CO
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Managing an account
Subissue: Problem using a debit or ATM card
Consumer Complaint: On or about XXXX XX/XX/2021, XXXX XXXX servicemember 's USAA account was hacked to the point where the servicemember lost access to the account, e-mail, XXXX, and XXXX. Upon noticing that the primary checking account of the servicemember was being drained of cash as fraudulent checks were being deposited, he contacted USAA on XXXX XX/XX/2021 in an effort to re-gain access to his checking account. USAA failed to open a dispute on the date of the notification and told the servicemember that he was liable for the fraudulent activity. On XXXX XX/XX/2021, servicemember contacted USAA with representative from DOD requesting that a dispute be initiated for the fraudulent activity as USAA had failed the servicemember when he initially contacted USAA to notify them of the comprised accounts. XXXX transferred the call to XXXX from resolutions who advised the servicemember that he specifically authorized theft on his accounts to the point where he is unable to pay rent and feed his three year old son. This is a disgrace to USAA and utter disrespect to our military and the people who serve overseas. This needs to be investigated in order for additional servicemembers to not be victimized in this manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am XXXX XXXX XXXX and I am submitting this complaint myself and there is no third party involved. The XXXX Credit Bureau is reporting inaccurate information on USAA SAVINGS BANK ; this is in violation of the FDICs Uniform Credit Retail Credit Classification and Account Management Policy. Per FCRA, reporting must be 100 % accurate or the information must be deleted. Evaluate this reporting by making a revision of the information provided. Modify and perform any corrections or withdraw this from my personal file. USAA SAVINGS BANK XXXX Balance {$3000.00}
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Problem with a credit reporting company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: I am XXXX XXXX XXXX and I am submitting this complaint myself and there is no third party involved. The particular account position that is recently filing on this credit document has a seriously unfavorable impact on my capacity to attain guarantee on the latest loan request, be sure to present facts that this is being reported efficiently as per the Fair Credit Reporting Act regulations. I have done many attempts to reach out to XXXX Credit Bureau but they failed to give me any results or feedbacks about this concern. Please investigate and remove it from my personal credit file. Thank you. USAA FEDERAL SAVINGS B XXXX Balance {$5800.00} ;
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NV
Zip: 89118
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: Over a period of three days in early XXXX, 2021, USAA Bank allowed a number of fake checks totaling almost $ XXXX to be deposited via its mobile deposit app feature into a joint checking account and a joint savings account that I share with my niece, XXXX. My niece, who lives in XXXX, VA, was complicit in the fraud and I have been working with the bank to resolve the issue. I live in XXXX, VA, four hours from XXXX and I was not aware of the fraud and did not participate in the fraud. However, I have been working diligently to bring the account back to {$0.00} in order to close the account and disassociate myself from my niece and her wrongdoing. I am upset and frustrated that when USAA Bank accepted those deposits ( each fraudulent check was over {$9000.00} ) they DID NOT PUT A HOLD ON ANY OF THE MONEY, and USAA ALLOWED MY NIECE IMMEDIATE ACCESS TO ALL THE FUNDS. She was able to use her ATM debit card immediately AND REPEATEDLY to withdraw {$12000.00} out of the account in reliance on the fraudulent checks. She made numerous {$1000.00} withdrawals from the same XXXX, VA ATM ( again, totaling {$12000.00} ) over a span of two or three days, in reliance on those fake checks. She was also able to use an XXXX XXXX XXXX. to pay a third party {$1900.00}, again in reliance and against the $ XXXX in fake checks she deposited. I believe this is an unacceptable banking practice. Those checks, at minimum, should have had at least half of the funds placed on hold, until the bank confirmed that those checks were legitimate and that those funds were available. Because they allowed the joint account holder immediate access to ALL OF THOSE FUNDS, I was responsible for paying restitution to the bank to bring the account back to {$0.00} so I could close the account. The total amount I owed as a joint account holder for USAA Bank 's oversight is {$14000.00}. I believe the damage could have been much less had USAA Bank practiced sound banking policies to protect consumers like me from this type of fraud.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 24153
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-15
Issue: Trouble during payment process
Subissue:
Consumer Complaint: My mortgage was in forbearance for the pandemic. The pandemic period has ended and I have been trying to work with the company on a repayment plan. They had me submit an online form. I tried to but had put wrong information in the form and had asked them to reset the online form. Instead the man submitted it with the wrong information so I was unable to complete the process. I have tried to contact them numerous times that figure out what to do to no avail. I have XXXX and can not deal with this stress. How can they expect this to be a relief program when they want you to pay a lump sum at the end. All I want to do is fix this problem so I can keep paying my home so I can live in my house. Are used US AA because theyre supposed to be for veterans and military members and they have been nothing short of horrific to deal with.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31069
Submitted Via: Web
Date Sent: 2021-11-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-14
Issue: Struggling to pay your loan
Subissue: Loan balance remaining after the vehicle is repossessed and sold
Consumer Complaint: USAA, ( henceforth known as financial institution, ) issued clear title to the vehicle. They then caused my car to be repossessed by sending XXXX XXXX XXXX, claiming to be an Agent, to collect it. This was the subject of a civil action I filed. The court issued a judgment against the party claiming to be an Agent, declaring the vehicle to be wrongfully obtained. Further compounding the wrongful actions, the Financial Institution has sold the stolen property. This can only have happened as the result of further fraudulent action as clear title was issued to me with no lienholder. Theyre now reporting debt still owed despite having never proven the debt when requested by counsel and with no accounting of dollar amounts owed or vehicle appraisal.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AR
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-11-14
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A