Date Received: 2021-09-03
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: My PPP LOAN was deposited into the account on XX/XX/21 they closed on XX/XX/21 My money has been missing for quite some time now so I finally reached out to USAA and they filed a dispute to find out where the funds went. They responded today saying that {$6100.00} was deposited and those funds were applied to an outstanding balance and the remainder sent by check however I had no outstanding balance whatsoever and Ive never received a check for any amount from USAA. Theyre telling me to reach out to the lender which Ive done XXXX times which is why I reached out to the bank because all my lender knows is that it was funded and with this new information it in fact was funded just not to me! Im asking that they immediately return those funds!! Also my account was closed with zero warning for no reason they claimed its as because no recent deposits and claimed they sent a warning guy they never did that either I would like that investigated as well. Ive had so many issues with this bank including fraud which Ive never gotten my money back from which is why I stopped making deposits into that account in the first place. Now this! I have attached proof that my account was closed with no balance and that those funds were deposited yet Ive never received them.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: GA
Zip: 30014
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-03
Issue: Fraud or scam
Subissue:
Consumer Complaint: I was contacted by a woman named XXXX XXXX from Arizona, we had been talking to each other for roughly a month and the topic of money came up. She had offered to send me {$4500.00} to help with costs of me moving into a new house. We had tried to do a money transfer through XXXX which I had used before but it didnt work. Then she had sent me an e check to be deposited online through my bank app on my phone. Once the check was deposited she had requested I sent her back {$500.00}. I did so, but once I began to question why I had received several threatening messages. I had then been contacted by several emails, phone numbers, XXXX, XXXX, from all different names. I was receiving terrible threats and this is when I had blocked all contacts linked to her and made my initial report for fraud. I then contacted my bank a few days later when I noticed my account had been overdrawn {$4000.00}. The bank stated there was nothing they could do to help me regain the funds I had lost.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 32303
Submitted Via: Web
Date Sent: 2021-09-03
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-02
Issue: Managing an account
Subissue: Deposits and withdrawals
Consumer Complaint: XX/XX/2021 : Used USAA Mobile APP to deposit two XXXX XXXX XXXX XXXX in the amts of XXXX and XXXX. Noted that {$700.00} would be held from the 2nd deposit. Contacted the bank to request funds be released ( need to pay the rent! ). Was informed that the image of the check for {$800.00} was not yet available. Supervisor I spoke with stated that he would be happy to release the funds under the circumstances but without visual verify of face of check there was nothing to be done. Instructed me to return call the next day. XX/XX/2021 : Contacted USAA. Spoke with member of Executive Resolution team who stated that since I had had an NSF within 90 days that they would not release the funds. Note that USAA had most recently NSF 'd an {$80.00} pmt to XXXX XXXX ( USAA is my current Insurance carrier ) when the account had $ XXXX. It is a curious coincidence. In truth, owing to unemployment during COVID era I had had some difficulty making ends meet. However, I have been working and depositing XXXX $ XXXX weekly for about 8 weeks. I have had a couple of NFSs ( valid ) while I am paying out large sums to bring other accounts to current and adjusting to the new pay schedule. I learned from one of the USAA reps that Digital Deposits are not covered by Expedited Funds Act nor the XXXX XXXX ' act. Result is that it seems that it is a gray area and USAA makes its own policy. USAA has a single branch in XXXX XXXX, TX. USAA does not have/offer walk-in service agreements with any other banks. The only way to deposit funds is either payroll deposit or through their digital deposit phone app. The above facts put EVERY depositor in a situation whereby USAA can, and does, act only on policy and holds deposits for longest period of time permitted by law. In my case, I was informed that my funds would be released at XXXX XXXX on XX/XX/XXXX - XXXX business days later. This hold is placed on an instrument that must be paid for in CASH. A XXXX XXXX MO is no different than a certified bank check -- excepting the requirement of membership at that institution and the cost where applicable. The practice of only offering digital deposits and holding nation brand Money Orders for 5 bank days serves only to provide revenue to USAA. It is an unfair practice and skirts the intent of recent banking laws by hiding in the text they were written in.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 77338
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Problem when making payments
Subissue:
Consumer Complaint: I have a personal loan with USAA. The pandemic hit and they offered to stop the payments for 3 months I agreed. I made the first payment in beginning of XXXX and stopped for the 3 months and began repaying again in XX/XX/XXXX. I originally paid the loan in full for the first payment but decided I would pay the loan twice a month instead of in lump sum. I would break the payment into two and make the payments on time and everything seemed fine. One day months later I was looking at my banking accounts noticed the balance jumped in front of my eyes. I thought it was strange so I told my husband about what I had seen. A few days later I noticed the same thing happened again. My husband had asked if had taken a screenshot and I didn't so this time around I thought about it but decided not to again. It happened a third time and this time I was determined to start taking the screenshot. In XXXX of XXXX I went to make a normal partial payment and notice the entire set up of the loan was different. I made the payment and contacted the bank to ask about the changes I was seeing and they told me this was normal. I began to take record of what was happening to me. I still can not find the first payment on the loan as it is as if it was never paid. Its nowhere in the payment history and their explanation is that they loan was paused for 3 months. The bank was now collecting interest twice while adding it back to my principal balance daily. So currently my PRINCIPAL balance increases daily and even if I make a payment to change my principal balance the interest is being added back to the principal balance daily. I do not understand how I can be paying the same amount in interest as when the loan began and the principal balance is less. Please audit my account. This bank is taking advantage of me and maybe others.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31088
Submitted Via: Web
Date Sent: 2021-09-02
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: Account was closed but I was not sent money that I had left in account
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 31605
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-09-01
Issue: Trouble during payment process
Subissue:
Consumer Complaint: In XX/XX/2017, we requested the servicer to remove PMI because the property had significantly increased in value. They stated an appraisal was necessary to verify. Even though the appraisal stated " no functional inadequacies were evident '', and this home is in a significant growth market, the appraisal had erroneous information that made it apparent to us the appraiser the bank hired is not familiar with the market. We disputed it with the servicer, and submitted a second appraisal that was done by someone familiar with the area. Rather than the servicer reviewing it themselves and discussing, they sent the second appraisal package to the first appraiser for opinion. Naturally, he stated the second appraisal was wrong. The servicer failed to continue to communicate, but did bill us for the appraisal. Recently we decided to pay enough of the principal to be below 78 % LTV ; however, the servicer misprocessed this payment, even though we ordered the servicer to make the extra payment as principal. This has not been fixed yet, and the servicer has stated even when the principal is below 78 % they will still not want to remove the PMI without yet another appraisal of their choosing. The loan is current, with zero delinquencies. We need this escalated beyond the offshore call centers that are handling this thus far.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: SC
Zip: 29611
Submitted Via: Web
Date Sent: 2021-09-01
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Managing an account
Subissue: Fee problem
Consumer Complaint: I have two checking accounts with USAA. I asked for over draft protection for account ending in XXXX and to be secured with my USAA savings account. The agent of USAA did the set up but put over draft protection on the savings account with checking account as the cushion. This was done on XX/XX/XXXX. I had a NSF fee of {$29.00} assessed to my checking account because the agent placed the over draft on the wrong account and now they will not reverse my NSF fee.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MD
Zip: 20721
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Other features, terms, or problems
Subissue: Problem with balance transfer
Consumer Complaint: About two weeks ago I made a phone call do the customer service center at USAA and was inquiring about their rewards on different types of cards and balance transfer promotions somehow there ended up being a credit card application for their XXXX XXXX XXXX rewards card through their institution which caused an inquiry on my credit report which really irritates me because the man I was speaking with did not understand what I was trying to find out subsequently a balance transfer is executed to my existing card instead of to a new product and they ended up with a {$93.00} fee which is the {$90.00} fee plus interest I have now called this institution a dozen times and every time I call, I get put on hold or disconnected or better, yet I get different answers from different agents who don't know what to do about the circumstance the resolution I look for is to get a reversal of the fees and to get either the inquiry removed in the application council or get the stupid application to be completed so a real balance transfer can be made to the new product, and I don't understand why this bank plays games when you call as I write this, I sit on hold with them for yet another ghastly time of 23 plus minutes the first day I spent over three hours on the phone with no resolution when this happened
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 79938
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-31
Issue: Fraud or scam
Subissue:
Consumer Complaint: On XX/XX/2021 I sent {$1000.00} via XXXX through my USAA banking app on my phone and XX/XX/2021 I sent the remaining {$150.00} through XXXX using it inside my USAA banking app to a couple who we supposed to be dog breeders in Oregon. XXXX limits transfers to {$1000.00} a day so thats why there was two done. The first {$1000.00} was to the husband XXXX XXXX via XXXX email XXXX and the second {$150.00} was to the wife XXXX XXXX at XXXX. The money was got a XXXX XXXX puppy. I talked to these people, emailed with them, they sent pictures and videos and I even checked the website https : XXXX for complaints and on XXXX and there was nothing. I also thought using XXXX through my bank USAAA made it safer. Ive never used XXXX before this and I have since removed my information from XXXX because Ill never use it again. Nevertheless, the day after on XX/XX/XXXX I was due to have my puppy shipped. On the evening of the XXXX I was sent a courier tracking number via XXXX XXXX XXXXXXXX. I checked that website and it too checked out. So, the morning of the XXXX I get a text from the air courier rep XXXX, stating that I needed to rent a special pet crate snd it was going to cost XXXX more dollars and this money would be returned upon delivery of the dog. Thats when something said, no, this isnt right. The courier rep XXXX got smart with me and then threatened me that if I didnt pay the extra money then, Id be fined {$1000.00}. I tried countless times to reach out to the dog breeder and nothing. I had never used XXXX and I thought using it through USAA protected my money. USAA filed 2 fraud claims and XXXX responded to USAA by saying they werent returning my money and that I was responsible for getting it back from the recipients. They said the recipients bank refused to return my money and would not tell me who the recipients bank was because of privacy! Privacy! These people stole {$1100.00} from me and sent no dog and they have a right to privacy. USAA told me to call XXXX and see what they can do or to call my police and file a police report. Meanwhile these people still have their site up and are still stealing money from people. Ive reported it to IC3 as well. The two XXXX payments are XXXX ID XXXX XXXX ID XXXX I had registered to use XXXX via USAA with my email XXXX year ( s ) ago when it was first offered and never used it. I also used it to do these payments via my cell phone so beings I was already registered I didnt see or read all the agreements again. I put in my cell phone to get a code sent and then it came up. Still, inside of USAA app where I thought I was protected by my bank. Ive filed claims via XXXX fraud site 4 times and they still wont refund my {$1100.00} nor will they give me any information to the individuals that stole my money so I can press charges. So XXXX is basically ENABLING these imposters to steal innocent peoples money, even after theyve been notified by my bank and myself multiple times that these charges are fraudulent. I was conned out of my money and Im sure others have been and nothing is being done to stop them. XXXX needs to be shut down and they need to release the receiving banks information so I can press charges. I cant be the only person and IC3 has done nothing to shut down this site either. Its still up and running. I want XXXX held responsible for enabling criminals to steal and extort money and not do anything to help get the money back. If someone brings fraud claims XXXX should demand those funds be returned anc return those. I want my {$1100.00} returned to my USAA checking account and I want these two Imposter Dog Breeders Charged. I need your help to get my money back. It was all I had in my savings for a new dog for my kid since my other dog died. This isnt right. If I had known USAA didnt protect me, I would have NEVER USED XXXX. I told USAA they needed to stop offering XXXX inside their banking app if our money isnt covered.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DE
Zip: 19709
Submitted Via: Web
Date Sent: 2021-08-31
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2021-08-30
Issue: Managing an account
Subissue: Funds not handled or disbursed as instructed
Consumer Complaint: We a claim to USAA after contacting XXXX 's several times about defective flooring that we installed. We requested for our funds to be returned as we have to now buy new flooring as a result of the defective flooring, which USAA did in a provisional credit. In addition to contacting the bank, we also put in a XXXX complaint on the company which then they responded and stated they will come to a resolution for us. They asked XXXX twice for extensions to make things right, a person came out to our home in XXXX and took pictures of the flooring and stated verbally as well that they can see the scratches, indentation and chipping in the flooring thru out and that was it. The last correspondence we received was on XX/XX/XXXX from XXXX 's stating again that they are trying to come to a resolution. We have been trying to get this resolved since XX/XX/XXXX. USAA then reversed the credit they gave us for the flooring charge on XX/XX/XXXX stating that due to an investigation there was no error made when I called in asking why after seeing our checking account. After speaking with 4 individuals, it was determined that there was in fact no investigation done and that they wanted me to send documentation in in addition to a statement about why the amount was different ( less than ) what we requested the credit for. They stated a letter was sent and I informed them that I did NOT receive a letter asking of any documentation and that in fact, when I first called the claim in, I proactively told them I wanted to send in documentation and gave a very long and detailed report for the claim to submit explaining why the amount was less than initial charged. We returned some boxes of flooring that we were already given a credit for and the remaining is what was used or the boxes that were defective due to being broken or chipped. This was explained in great detail and they can even review the call that was made. So they lied about the " investigation ''. I sent in the documentation and proof for the claim today and requested someone from management in the claims department to give us a call and to reverse the credit as XXXX has done NOTHING to resolve the issue.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 28306
Submitted Via: Web
Date Sent: 2021-08-30
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A