Date Received: 2021-11-03
Issue: Problem caused by your funds being low
Subissue: Bounced checks or returned payments
Consumer Complaint: Dear XXXX XXXX XXXX, I hope all is well. I just wanted to say thank you very much for allowing me to bank with USAA all these years its really been a pleasure and great experience. The reason why Im writing is because I received a return check fee of {$29.00} and I spoke to XXXX agent on XXXX at XXXX XXXX about it when I called in and he said it was a system error because I had the money in the bank for the XXXX XXXX XXXX of {$80.00} and I agree it was a system error. He promised me twice that he was going to put the {$29.00} return check fee back in to my account for the fee. I have all of this documented. Since XXXX told me and promised be that he was given me the fee of {$29.00} back and it was a system error it should be honored and given back to me he told me this and I believe him and I dont see it back in my account thats why Im writing. Please listen to the call and you will see for yourself, I greatly appreciate it if you give me the fee back like XXXX promised me. I have been going through a lot with my mother trying to hurt herself and other things I rather not go all the way in to. Thank you very much for your help, empathy and understanding. Have a wonderful day and please continue to be safe Mr. XXXX. *Now I have two NSF fees I thought since I had a deposit going in to the bank from XXXX it was going to prevent any more fees, I thought it was like XXXX XXXX XXXX the rewind process since I had a direct deposit I thought it was not going to charge me any more fees because I bank with XXXX XXXX XXXX well and I thought all banks had the rewind if you got a direct deposit. My account was not negative when I went to bed Monday night or when I woke up Tuesday but some how I still was charge an NSF fee, it makes no sense to me. This is really stressing me out, giving me anxiety and everything because I try my best to manage my account and avoid fees. I dont have extra money for fees being a single mother.I still dont understand how I was charge the fee if I had a direct deposit the same time XXXX and XXXX went through. * Sincerely, XXXX XXXX XXXX
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2021-11-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Problem with a lender or other company charging your account
Subissue: Can't stop withdrawals from your account
Consumer Complaint: Hello, my name is XXXX XXXX and my checking account is with USAA and due to a service through XXXX-XXXX I made a dispute for charging me based on a horrible app. I have sent all documentation to USAA and uploaded proof of the outcome from the merchant stating we will compensate. USAA has failed to approve my claim stating it was for betting and there is nothing they can do. Unfortunately that can not be true as I ready to provide police report lawyer etc.. this amount was for XXXX and also XXXX it was used in a one week period and was due to the app glitching and also kicking me out not allowing me to make the choices I wanted. this is not the service I requested and contacting the company several times through this period. I have also contacted USAA over 20 times to ask what else is needed. they have dropped the ball on this and given me no response to the claim besides it was a gambling app and we are not allowed to approve this claim. I will go above and beyond to get this resolved as this is not fair to me and my family.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 22192
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-11-01
Issue: Attempts to collect debt not owed
Subissue: Debt is not yours
Consumer Complaint: USAA credit card account is reporting on my report and it is not mine did NOT apply for this account nor is this my debit this account is hurting my credit and USAA refuse to dele this account i have tried to communicate with them with letters and phone call and they keep reporting this account as mine.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77084
Submitted Via: Web
Date Sent: 2021-11-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Closing your account
Subissue: Can't close your account
Consumer Complaint: On XX/XX/2021 I contacted USAA Bank and requested a balance on my Credit Card account so that I can close out the account. USAA emailed me a balance of {$13000.00}. A few weeks later when I attempted to make the payment to close the credit card account with USAA the balance changed to XXXX. I paid the {$220.00} online and Overnighted a check in the amount of {$13000.00} the check was received and stamped in by USAA on XX/XX/2021 and returned back to me the same day. I received my check back on XX/XX/2021 and returned the {$13000.00} my XXXX the same day. USAA received my payment and did not close out my account on XX/XX/2021 they did not post my payment until XX/XX/2021. On XX/XX/2021 USAA charged me {$4.00} interest and is refusing to close out the account. PLEASE HELP!! I paid USAA {$13000.00}. XXXX XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: LA
Zip: 70058
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-31
Issue: Managing an account
Subissue: Problem accessing account
Consumer Complaint: I have been a USAA member since XXXX back in the winter of XXXX my identity was stolen and someone accessed my usaa account and figured out how to transfer money from an account that was attached to my usaa account however the money wasnt in the account that whomever tried to transfer it from so it caused several overdrafts in both accounts and ended up causing usaa to no longer do business with me which was extremely dissappointing. However i didnt authorize any of the transfers so id like usaa to allow me to use there services again and also credit my account for any overdrafts that may have been caused
Company Response:
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2021-10-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue:
Consumer Complaint: On XX/XX/XXXX I applied for a VA home loan through USAA. This would be the second time I would have a VA loan. My first home was through a VA loan. I receive a pre-approval on the same day and immediately started submitting my required paperwork. The same da, XX/XX/XXXX, I was assigned to XXXX XXXX, a Loan Officer, to start the process. During the month of XXXX, I put an offer on a house and it was accepted. That then started the process of finalizing my loan information. I was advised by USAA to schedule the inspection on the home as a requirement for a VA loan and this was done on XX/XX/XXXX. NOTE : I had not yet been officially approved for a loan through the underwriting process, I only had the pre-approval. On XX/XX/XXXX, XXXX XXXX updated my pre-approval letter and then advised that I would be assigned to a NEW loan officer, XXXX XXXX. I never spoke to XXXX, instead I was contacted by XXXX XXXX, another loan officer at USAA, on XX/XX/XXXX. It seems he was now assigned to my case. I began uploading my underwriter required documents for review on XX/XX/XXXX. I was then contacted by XXXX XXXX, a Loan Officer Associate that was assisting XXXX XXXX, on XX/XX/XXXX. NOTE : I was never informed that XXXX or XXXX were no longer my Loan Officer. I got a email from XXXX, who then mentioned ANOTHER loan officer that was handling my case, which was XXXX XXXX. He needed further information to continue with the loan process. XXXX then called me on XX/XX/XXXX and advised of everything they needed to finish my file was complete. She followed up with an email to confirming this as well. We continued on with the process and appraisal. USAA then required me on XX/XX/XXXX to pay ( IN FULL ) my home insurance policy for the entire first year. Usually that is covered when closing, but I was required to do this ahead of time which put me in financial hardship since I had not closed on my old home. THEN, on XX/XX/XXXX, I was assigned yet ANOTHER loan officer, XXXX XXXX. She asked more information on my banking info, and closing on previous house. This was provided same day. On XX/XX/XXXX XXXX then provide me with a letter from the VA that we are not eligible. The letter advised that it had made multiple attempts to request information from me, but I had never received such a letter. This is now less than 3 weeks from our expected closing date. After much discussion with the Minnesota VA to obtain records, we learned from the VA directly, that the qualifications for a VA loan had changed more than 5 years ago, and my husband no longer qualified. At this point, we were less than three weeks from closing, and we had no loan. None of the Loan Officers from USAA caught this error that he no longer qualified for a VA Loan, instead we spent 1.5 months submitting their paperwork. They still made us pay for the home inspection, and pre-pay for the insurance before we were even officially quailified. This VA policy was put in to place many years ago and I would assume a service provider that specifically works with VA LOANS would know the current policy and requirements. I had to obtain a new standard home loan within two weeks through a new company. That new loan did not require an inspection and I would not have had to pay almost {$800.00} for an inspection if USAA caught their error from the beginning. They went on the assumption that we qualified before, so we would qualify again and didn't even look at his service record to confirm. I respectfully requested our inspection money to be returned due to their error and they declined.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: MN
Zip: 55110
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Incorrect information on your report
Subissue: Information is missing that should be on the report
Consumer Complaint: Took a loan out and they way is 60 days before they took the first payment automatic payment out of my account bank account now they're saying that I miss one month payment I enclose some papers showing that they sent me late papers I tried contacting the company several times for a whole year going around in circles and they refuse to do anything about it I had a lawyer from legal service look into it and all they did was send him paper showing that I missed payment and that they agree with him they did absolutely nothing and they didn't understand my problem so I am now contacting you to look into this matter and I have a whole mess of documents to show you as you can see the refinance of the car was done in 2017 in XXXX and then take the first payment out until XXXX and they refuse to put it on my credit showing when I made the first payment I enclose the graph of the from my credit statement showing all the missed payments and all the pay payment I try paying the late back payment {$50.00} on it but every time I did they would add late fees and interest so it didn't do any good I'm on a fixed income I'm XXXX years old this is ridiculous or what they're doing to me ruining my credit and making me stay in a motel because I can't buy a house now get a loan or credit card because they literally ruined my good credit as you can see from the documents and close the lawyers document is in two parts cuz I could not scan it all in at 1 I appreciate any help that you can give me I already have a complaint filed with you but the website would not let me log in even with resetting my password so therefore I am putting in a new complaint I hope that you can do
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 344XX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Problem with a lender or other company charging your account
Subissue: Transaction was not authorized
Consumer Complaint: XXXX XXXX eas notified from USAA to return funds in 10 days XXXX XXXX refuses to reply to fax from my bank, which faxed them on XX/XX/2021 to return funds in amount of XXXX in Error during transfer. The account number XXXX is not affiliated to me, and i have not done business with this bank XXXX XXXX. XXXX is not following procedures to refund another bank when requested in Error. my money is in a strangers account. I am not attached to that account so I am told by XXXX XXXX take it up with your bank, USAA has informed me to contact XXXX XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37743
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-28
Issue: Struggling to pay mortgage
Subissue:
Consumer Complaint: I was under the pandemic relief program. In the beginning of XXXX I had spoken to my mortgage company and I was told that I need XXXX to submit a loan modification form online. This was when the issues started. I had made mistakes on the form so I allowed the form reset itself after 7 days because the form would not allow for changes I did not finish it. The modification form was very unuser friendly. I again tried to redo the form and the same thing happened. Then one day I get a call from someone else at the company and he saw that there was no way to go back and fix mistakes on the form. He told me that he was going to cancel the request and advises me that I would have to wait several days to log back in and try again. I waited several days and logged back in. Thats when I found that this man did not in fact cancel the request but instead submitted the form with the incorrect information. Numerous phone calls to my dedicated loan specialist went unanswered and no return calls. We are now almost to the end of my pandemic relief protection and I am no closer to an answer as to what my next step. I feel like USAA is purposely making this difficult in order for them to take my home. I can afford to make my regular monthly payments however, I can not afford the amount due from the times of the pandemic relief. How is that relief if they continue to rack up past payment? I am a single mother with XXXX and this stress is causing me major anxiety attacks because I am I. Fear of losing my home. I am a 100 % XXXX veteran and went with USAA because they claim to be for military and veterans.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 31069
Submitted Via: Web
Date Sent: 2021-10-28
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-10-29
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: I was called on XX/XX/XXXX from a USAA Number ( XXXX ) XXXX asking me about a fraudulent charge of {$63.00} made in XXXX Florida. I confirmed on my USAA app and found the charge, I didn't make this charge, and the person on the phone said they were going to cancel my debit card and send me a new one because they believed my card and account got hacked. In this process, they were asking me to verify information that they were reading off to me ; my address, phone number, email address. Asking if this information was accurate or not. As well during this time they had sent me two one-time security codes through the USAA security code number ( XXXX ) that i have been receiving security codes from USAA ever since I started banking with them four years ago. As well during the process I had received three emails from USAA in regard to the fraud attempts on my account. After verifying the security codes at some point they had asked me for my pin to my account ( a normal question USAA asks of there customers ) and i gave them my pin, they put me on hold and then during the hold time i received a notification from the same number ( XXXX ) that a wire transfer was initiated for {$26000.00} from my account. I told the person I didn't authorize that and they tried assuring me that this was part of the test for them to see if my account had been hacked. At this point it was far too late, but i realized i was being scammed and hung up and called USAA Fraud department immediately to report the case. USAA verified that no one from USAA had tried contacting me through their phone logs and that this was a scam and a fraud attack on my account. They put in the that this fraud wire transfer be investigated to try and get my money back through the bank. On XX/XX/2021, and after many phone calls from myself to USAA on checking the status of the investigation, they had told me the investigation was completed and no fraud was found. I will not be receiving my money back, even though I was a victim of fraud and they were utilizing USAA phone numbers, emails and one time codes. I filed a dispute against the outcome of the case, and they are as well putting the case under re-investigation. I have no been updated at this time. USAA on XX/XX/2021 sent an email to their members ( in which I didn't receive ) but my friends who bank with them did, on being alert to fraud and phishing attempts, showing they are aware people have been hacking or attempting fraud and scams on behalf of their bank. I would like to reiterate I did NOT receive this email.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: XXXXX
Submitted Via: Web
Date Sent: 2021-10-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A